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.
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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
