Review Time
Nice product for our chimney refurbish. Makes it so much easier than tiling it all yourself. We were a bit unsure on measurements and made an enquiry before purchase. Matthew Thompson gave us a quick and helpful response along with stock availability updates and alternatives immediately available if we didn't want to wait. Really easy buying experience, delivered as promised, looks good.
Nice product for our chimney refurbish. Makes it so much easier than tiling it all yourself. We were a bit unsure on measurements and made an enquiry before purchase. Matthew Thompson gave us a quick and helpful response along with stock availability updates and alternatives immediately available if we didn't want to wait. Really easy buying experience, delivered as promised, looks good.
After researching gas fires on several different websites we kept returning to the Flames site. We were impressed with the huge choice and the amount of detailed information available, we were even able to download the installation and operating instructions to ensure we had chosen the right fire for our particular flue etc. before purchasing.Ordering could not be simpler...choose the fire, then the style of fascia and fret. There was so much choice.Payment was quick and easy and delivery times are amazing. We immediately received confirmation of our order.The day after we ordered I received a phone call from the supplier to arrange the best day for us. Delivery was made by UPS who gave us a time slot on the day and kept to it.We had to wait a week or so for our gas fitter to install the fire and right at the end of installation he noticed a small dent in the fascia. I emailed Flames expecting a slow response or even an awkward conversation at the least but Jake ( Rylance ) from Flames replied within minutes and could not have been more helpful. Jake contacted the manufacturer for us and arranged a replacement fascia to be sent out. Jake kept us in the picture at every stage, passing on information about delivery etc from the manufacturer. Credit to Hearth Products Ltd too for immediately despatching a new fascia without quibbles.Product information 10/10Simplicity of ordering 10/10Delivery 10/10Customer service 11/10!For me the best part of our purchase has been the superb customer service. In fact I'd say this is the best customer service I've ever received from any business!So thank you Jake. My heart sank when I saw the damaged fascia and I was not looking forward to trying to sort it out but you looked after us so well and we appreciate it very much.I will definitely be recommending Flames to our family and friends.
Very disappointing experience – misleading product information and poor customer support.I’m really disappointed with my experience purchasing a fireplace from Flames. The product I received (and Elgin & Hall 16" Chollerton Edge) did not match the images or descriptions on their website, and the way my concerns were handled has left me feeling let down as a customer.I ordered a black nickel trim, but what arrived looked much closer to chrome. The difference between the advertised images and the actual product is significant. Flames insist it is black nickel because the manufacturer says so, but that doesn’t change the fact that the product looks nothing like what was advertised. If the finish varies so much in real life, the website images are misleading.The flame settings were another issue. The listing states the fire has “three flame colour settings,” which suggests three distinct effects. In reality, the differences are extremely minimal—so subtle that I initially thought the fire was faulty. Only after raising the issue was I told that the variations are “very minimal” and only noticeable in a dark room. That is not made clear anywhere on the product page.When I raised these concerns, I was essentially told that because the fire had been installed, nothing could be done. The only way to properly assess the flame effects and the trim finish is to unpack and install the fire, so this policy leaves customers with no real protection if the product doesn’t match expectations created by the website.I suggested a simple goodwill gesture—providing an alternative fascia—especially given the misleading imagery and unclear descriptions. This was refused outright.Overall, the product did not match the way it was represented online, and the customer service response was rigid and unhelpful. For an expensive purchase, I expected far better transparency and support. I would not feel confident ordering from Flames again.
This was the first time that we've used Flames. We were attracted to them from their Having seen a fire that we really liked we called their Customer Service to ask if they'd price match an online retailer. After just a few minutes they agreed to do this and we placed our order over the phone and paid via a secure link. The fire arrived just two days later! Very happy with Flames and would recommend them to everyone.
So pleased with our new fire and the service we received. The guys worked really hard and were respectful of our home. The finish to the chimney breast is superb. I can’t recommend them enough, after previously shopping around and being told by one company that the fitter wouldn’t be able to plaster the wall.
Claim your business profile now and gain access to all features and respond to customer reviews.
Flames.co.uk offers nationwide service, providing customers across Mainland UK with access to our extensive range of products through our online showroom. We also have a beautiful showroom in Manchester where you can view a selection of the high-quality items we offer. We understand that buying online from a new company can feel uncertain, but rest assured, we are a real, established business, and we welcome you to visit us before making a purchase.
Our customer service doesn’t end after the sale. We’re fully contactable for pre-sale questions, after-sale support, or expert advice. Our team, including HETAS and Gas Safe registered technicians, provides honest, impartial guidance to ensure you get the right product and advice.
Based in a 10,000 sq ft unit, our customer service, technical, and dispatch teams work together seamlessly to ensure fast responses and smooth service. We pride ourselves on offering good old-fashioned customer service with a friendly, approachable attitude. When you call, you’ll never speak to a cold, impersonal call centre, just a helpful, knowledgeable team member.
While we strive for perfection, we’re here to help resolve any issues quickly. Whether you need support, advice, or just want to share your experience, don’t hesitate to get in touch. We’re here for you!See more
boconcept.co.uk
hoobs.org
vegaskitchens.co.uk
designcraftworkshop.com
juliancharles.co.uk
global.botslab.com
fabio.pro
dutchgrown.com
rockyknollfarm.com
pipedreamfurniture.co.uk
