Review Time
I purchased a fireplace in August 2024, and the on/off switch was always inconsistent. By November 2025, it wouldn’t turn on at all, which was a problem since I only have one radiator downstairs. This left me cold when temperatures dropped. Using a fan heater caused repeated electrical issues. I returned the item via a shipping service that provided no clear pickup or drop-off times. After following up, I was informed days later that it had been repaired and was on its way back, without any details on the issue. I finally received the fireplace after the shipping service made several unsuccessful delivery attempts when I wasn’t home, with no accurate timing provided. For instance, on Christmas Eve, they promised a delivery 'end of day' but showed up at 10:08 AM. Thankfully, I was home, but I had rearranged my day based on their vague timing. Unfortunately, the fireplace still doesn’t work. This Christmas will be a chilly one. I strongly advise against using this unreliable service; save yourself the hassle and choose a different brand.
I bought a fireplace in August 2024, and the on/off switch was always inconsistent. By November 2025, it wouldn’t turn on at all, which was a problem since I only have one radiator downstairs. This left me cold when temperatures dropped. Using a fan heater caused repeated electrical issues. I returned the item through a shipping service that provided no clear pickup or drop-off times. After following up, I was informed days later that it had been repaired and was on its way back, without any details on the issue. I finally received the fireplace after the shipping service made several unsuccessful delivery attempts when I wasn’t home, with no accurate timing provided. For instance, on Christmas Eve, they promised a delivery 'end of day' but showed up at 10:08 AM. Thankfully, I was home, but I had rearranged my day based on their vague timing. Unfortunately, the fireplace still doesn’t work. This Christmas will be a chilly one. I strongly advise against using this unreliable service; save yourself the hassle and choose a different brand.
I needed a part for a fire, specifically a printed circuit board. I contacted the support team, and they went above and beyond to assist me. The technician helped diagnose the issue with the circuit board. They quickly located the part, and I was able to collect it within the hour. Thanks to their help, my fire is now up and running and looks fantastic.
I experienced the worst service ever; my fireplace was never delivered, and I never received a refund or replacement. The customer service was extremely poor, and I felt mistreated. I urge everyone to avoid this company at all costs! I've had to escalate this issue; all I wanted was what I paid for. It's very upsetting. Just to clarify, your response is confusing because it doesn’t match the replies to my emails. You know I didn’t sign for delivery, yet you refuse a refund or replacement. Please avoid this company!
I absolutely love our wall-mounted fireplace! We no longer need to turn on the heating downstairs as it provides plenty of warmth. It's super quiet too; we rarely notice it’s on. A top-quality product accompanied by excellent customer service.
After being let down by another company, I found this service while searching for a fire. I made a call and spoke with a representative who went above and beyond to help. The fire was the last in stock, and they held it for me until I could collect it. Fantastic service; I highly recommend this company to anyone needing a fire. The in-store experience was also great, with staff assisting me in loading the fire into my car, and it looks amazing in our new extension.
Delivery was prompt, which was greatly appreciated. The delivery service was excellent, and the product was well-packaged and protected. After setting up and using the unit, we are thrilled with its quality and performance; it has become quite a talking piece. Thank you for a wonderful experience from purchase to use; we are so glad we chose this unit.
I had a minor issue with my first electric fire that I needed to return. The customer service representative was extremely helpful. I later visited the factory, and the owner personally ensured my replacement worked perfectly, even assisting me to my car. I can’t praise this company enough. Great product at a fantastic price paired with excellent customer service. I highly recommend them.
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We are a UK - Staffordshire based company and we strive to ensure we meet every single one of our customers needs.
Over the last 20 years of trading experience in the market we have grown to ensure our products are of the highest quality and we have amassed a customer care department that will help with any of your potential queries 5 days a week, should you need them.
Our products will be ready to ship the same day if you order before 12pm - most of our customers receive their new fireplace the next day!
We are more than willing to answer any questions you may have so please feel free to leave us a message.See more
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