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.
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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
