Review Time
100% recommend this company top quality good looking fire looks absolutely fabulous in my lounge and all at a good price. I’d looked at lots of similar fires but none came anywhere near the quality and the look of natural flames. We did actually have a day out to go and view the fires in the showroom just to be absolutely sure before I ordered and it was well worth the journey. If your thinking of ordering a fire from this company you won’t be disappointed.
Bought a Studio 4 fire in June 2025. In December 2025 fire developed a fault which was a loud noise coming from the flame effect. Reported the fault as per the website instructions including a video which captured the loud noise.
I received no reply from Evolution Fires customer service. I telephoned the company and spoke to customer service. I was informed that the fire would have to be returned to them so that it could be examined to ascertain if there was a fault, even though the audio on the video made it very clear there was a fault. The weight of the fire is approximately fifty KGS
Now there is no way that I could do this and be sure that it would get to them in one piece. They didn't even offer to send packaging or any assistance to help with their ridiculous demand. Customer service is non existent, they ignore emails and telephone calls and just said that you have to send the fire back.
I have enquired with other suppliers of this type of fire and they all stated that if their product became faulty in the warranty period, a service engineer would be sent out to rectify the issue.
So if you want piece of mind when choosing an expensive fire as these are. I would definitely not buy from Evolution Fires. I have since had the fire repaired at my own cost.
As the old saying states "BUYER BEWARE"
First of all the communication with them is shocking.Secondly and most importantly is the quality of what they send to you.Ignore the timescales on their web site as they are total nonsense as you don't the fire in the timescales they say.What I received from them is a pre-made (3rd party) fire assembled into a MDF colour finish surround (if you call it a fire place).What was received is a fire cut into a surround with a 10mm gap at each side (so a 20mm over cut), the parts of the fire assembly incorrectly fitted to the MDF "fire place" not butted together leaving a 5mm gap in most areas/places.Basically a shocking assembly process and yet they told me extra time being taken for QC checks. It is shockingly put together.What adds insult is customer service don't give a **** either, my advice is give this company a wide birth as both the quality of their service is poor in every way and their product matches that.I have sent them many pictures of the issues and guess what, yes zero reply from them.Leave well alone, buy elsewhere.
Bought a Studio 4 fire in June 2025. In December 2025 fire developed a fault which was a loud noise coming from the flame effect. Reported the fault as per the website instructions including a video which captured the loud noise.I received no reply from Evolution Fires customer service. I telephoned the company and spoke to customer service. I was informed that the fire would have to be returned to them so that it could be examined to ascertain if there was a fault, even though the audio on the video made it very clear there was a fault. The weight of the fire is approximately fifty KGS Now there is no way that I could do this and be sure that it would get to them in one piece. They didn't even offer to send packaging or any assistance to help with their ridiculous demand. Customer service is non existent, they ignore emails and telephone calls and just said that you have to send the fire back. I have enquired with other suppliers of this type of fire and they all stated that if their product became faulty in the warranty period, a service engineer would be sent out to rectify the issue. So if you want piece of mind when choosing an expensive fire as these are. I would definitely not buy from Evolution Fires. I have since had the fire repaired at my own cost.As the old saying states "BUYER BEWARE"
We are over the moon with our new evolution fire it’s so stunning and looks amazing in our lounge.The quality and finish are so incredible and the ease of unpacking and putting on the wall was straight foreword .Thank you evolution fires I highly recommend your products they are breathtaking and amazing
Fantastic quality and attention to detail!I have my own longstanding business so I have very high standards and expectations from other businesses.We ordered package 22, and from the packaging and installation videos to the installation measurement details this company gives you on delivery within your item, is just brilliant. You really have a feeling when the item is delivered that this company has really thought about the customers experience in receiving and erecting the media walls. They even provide you with an 8mm drill bit!! I felt that no expense had been spared to get this right.Whilst we were installing the media wall, I called twice to ask questions (which were obvious in hindsight), and I was able to speak very quickly to Rob and Jacob who were more than happy to help me.The air spray finish is worth every penny and does not even look painted (outstanding finish) and is something we were apprehensive about so we ordered a sample and the final product was exactly the same finish as the sample we received. We order 'white' smooth finish and the product is a pure white.The fire is also beautiful with some lovely settings. We received logs (both big and small) and crystals (small and large, brown and clear) so you can choose what's you like best and have a play around with different display. Again, its those little things that made this internet business not feel like an internet business!We checked everything twice as we went through the ordering process with this company as its such a lot of money to pay over the internet and this business was nearly 2 hours from us and they do explain its the customers responsibility to double check sizes etc when confirming the CAD drawings. The media wall is heavy (due to the quality) so it is a two person job. I did with my 75 year old dad and it took us ages to install, but that's because we wanted to take our time and do everything right and extra carefully, again due the cost, but everything was there that we needed and we kept playing pause on the installation video to step by step.I highly recommend this business and the media wall products.Well done to everyone at evolution fires and well done on this product and in achieving the feeling you have managed to get across to your customer about the care, quality and time that goes into this product. It was felt and appreciated and well respected on installation due to this.Now to enjoy for many years to come.From Nicky, Ann and John
The ordering was easy, the product is great quality…. The customer service is rubbish. Having being repeatedly let down last minute and messed around by the delivery service I reached out to the company and was ignored with out any acknowledgment or response. There are probably better companies out there guys. I lost a few hundred pounds during the above mentioned mess around in work cancellations to be available for delivery which was cancelled multiple times with less than an hours notice.
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