Flames

Can’t rate them highly enough - we had organised to have a log burner fitted through a company who advertised on Facebook and did the whole job installing the fireplace in a day. They turned up a week ago and wouldn’t do the job so I rang round and came across Flames - Kirsty came round within 2 days to take a look, did the survey we went to the shop Saturday and chose all our pieces and then the fitting was organised for today (5 days later) can’t thank Kirsty enough.The fitters Dermot and John were brilliant came today covered my entire house with dust sheets and constantly cleaned everything up and did a stunning job - highly recommended!! Well worth the extra money on the internet brigade.

Flames supplied and fitted a very nice fireplace and surround for us. Unfortunately, the after sales service has been really poor. The member of staff I spoke to was quite dismissive of my concern. Six months later, I still have the same issue.

Fantastic experience for order to installation.Sales staff very knowledgeable and helpful (and patient)Installation was faultless, completed in one day and leaving everywhere tidy when finished.Highly recommended.

Really disappointing after sales experience. Called today to enquire about returning our fire in exchange for a slimline model. The person I spoke to was extremely unhelpful and couldn’t appear less interested in trying to help us resolve the issue.Our fire installer called the shop a further couple of times to try and resolve the matter and received the same complete lack of service.The store informed us that they wouldn’t allow us to return the item as it had been opened and we hadn’t notified them within 14 days of our intention to return the item. This is despite still being within 28 days of receiving the order. The fire was out of the box for a matter of mins and has since been packaged back like new.We confirmed with the manufacturer directly that they would accept the return of the fire within this period however we could only arrange this through the retailer that we purchased the fire from. Flames were not remotely interested in this or discussing any kind of option to see whether they could help in anyway.I’m genuinely surprised at how poor the service was. No empathy. No interest in seeing whether they could help in any way. No interest in future business through achieving a positive customer outcome.Both manufacturer and our installer were open to looking at ways to try and resolve the issue but Flames couldn’t have been less interested if they tried and were quite happy for us to be left with a fire that we cannot install. The manner in which we were spoken to today was honestly so poor. Really disappointed.

The second time using flames for our fireplaces. After they were excellent when we bought our multi fuel burner a few years ago, it was the only place we considered when looking for a media wall for our extension. Amazing selection of fires to choose from and would definitely recommend them to anyone.Thanks Alan

Flames surpassed my expectations when purchasing a new gas fire. Lots of help via email and very easy to speak to someone on the phone to help me choose the right model. Fire arrived when they said it would and in perfect condition.Thank you Flames!

Sales team were good. I received a call to arrange delivery. However, aftercare is shocking and I wouldn’t use this company again or recommend them. I spent £450 on an electric fire. The performance of the fire was poor so I queried a fault. The supplier said it was fine so I requested a refund. I had to pay £24 for a return. I was also requested to send a picture of evidence of the fires condition and all original packaging. Luckily I’d kept the delivery brown box! I was then told to remove the parcel tape I’d used to repackage and use clear tape, otherwise my refund wouldn’t be accepted. After the return was accepted, I waited 10 days for confirmation they’d received the item back, and after no response I emailed. It was then a further 5 days before my refund was issued. Flames had to liase with their supplier before I would be helped. I honestly feel that if I hadnt kept all original packaging immaculate (Inc the delivery box) then I wouldn’t have received a refund. I’d not recommend this company at all as I feel the reason this item had to be returned in such prestine packaging with clear tape is because it will be sent out again to another customer, when my reason for return is because I feel the item might have been faulty. I have purchased another elsewhere now and the performance has been much better.

Took the money quickly enough for a fire that wasn't in stock. Delivery date kept changing with no communication from them, it was all me having to chase them. Refund went through promptly after being so frustrated by around six weeks of waiting for the fire, in late-autumn/winter.I hope this is a one-off because it seems many other people have a good experience with Flames but this was atrocious. No apology, no communication, no goodwill gesture. Will be avoiding like the plague in future.

Let me down massively ..not an apology or explanation..miss sold and their time scales not to be trusted...as per your reply all half truths ..I was told 7 days ..that was the reason I ordered it .if I hadn't have phoned you on the seventh day you wouldn't have told me is was not due until the following Monday week commencing the 13th which was 11 days after I ordered it ..you good with the bull on here I've since read a few reviews ..and I had to make all the phone calls to find this out you only became active when it had arrived. .I've since gone down to one star . Don't like untruths

Called at flames on Monday to order a gas fire .Ben the sales assistant was excellent he sorted our order out and said he would phone us when the fire was delivered to there warehouse. 3 days later he phoned us to say the fire was there . When we went to collect the fire Ben took the fire out of the box to check everything was OK .before we took it away .Thanks for the great service would definitely recommend flames