Be Modern Fireplaces Avis 21

First time i used it completely fine second time turned it on high and it made this sound like it was a car reving when you closed the door then there was a smell of burning worst one ever swapped it for a malmo one instead.

The Best Customer Service I have ever received.

Ordered ABBEY ARCH Fire on Friday 26 September 2025.

Delivered on Tuesday 30 September 2025. I heard a clunking sound from the rotator fan.

I telephoned and explained the problem. Kind courteous staff, within five minutes, I was promised an exchange for Friday 3 October 2025. Collection and delivery carried out on time and the replacement fire is running completely silently.

If there were TEN STARS I would award them to: Be Modern Ltd.
My wife completely agrees with me!!

5 stars are for the customer service. I had to contact following a failed delivery from DPD. . I wish I could remember her name but thank you for getting it sorted for me.

The 2 stars is purely for delivery. We were informed that we would be called an hour before delivery but this didn’t happen and the drivers turned up unannounced, fortunately we were in. When I asked why no call they just shrugged their shoulders and looked vague, they didn’t even have a pen between them to sign the paperwork. I have complained but it’s been totally ignored, looking at their poor reviews on here I’m not surprised. The reviews I’ve read for the fire we purchased are very good so hopefully it will work ok once installed,

Fault with the flame display on our BE Modern Electric fire. Artificial flames flow downwards instead of course upwards when you switch it on with the remote. Only corrects itself after switching off and on MANY TIMES....infuriating. Rung customer services who were useless and basically just wanted me to have an engineer out at £90 + any parts. The fire is 4 yrs old and cost over £700. Be warned,they are not worth it.

Bought an expensive Broseley Evolution electric fire in June 2023. Didn't want a messy real wood burning stove but liked the look of them. The Broseley looks fabulous but sadly keeps failing to provide heat. Defeats the object really.

It was installed in July and immediately we had an issue. Flames turned on but no heat output. (You have to control the heating functions with the remote)
Engineer came 14 Aug and fitted new 'sensor'
24 Aug 2023 not working again so the remote was replaced.
Feb 2024 Engineer came and replaced sensor yet again.
We've used the heating function only on a few occasions in extremely cold weather as we have gas central heating radiators.
January 2025 - low and behold, it isn't working again, in the winter when we need it.
We've been dealing with Lisa who has been helpful but there's obviously an issue between the remote and internal sensor which keeps failing and the fire isn't therefore fit for purpose.
It's such a shame as the fire looks like a real wood burner but is totally useless if you want to heat your room!!
We will be contacting Lisa yet again.

Be Modern well worth a five star review for there customer services for my experience, purchased a Be Modern Azonto Electric Fire 35" which when arrived by courier the glass front was damaged beyond repair, a quick email with photos to show damage was all it needed for an exchange. Contacted by customer services and a day and time was given for exchange done by their own delivery drivers, all good and fire looking great on the wall, thanks Hazel and everyone involved

I cannot sing her praises more. Hazel was most helpful in finding the part that I needed for my fireplace. She was pleasant, friendly and most of all very helpful. Excellent service.

I bought a prizm fire from Be Modern as we had moved into a new house which needed total renovation. Fire was not installed from 3 months of delivery. The fire made a strange rhythmical ticking noise when the back flames were turned on (very annoying). However I thought it would settle down on use, but 14 months later the fire is still making this ticking sound and when I have contacted Be Modern customer services today they offered the generic response that as the fire is outside it’s 12 month warranty there would be a £90 call out fee and then whatever parts it cost to repair. No empathy for my situation. I explained the fire had been used about three times. I asked if I could escalate my complaint and was told no she is the customer service manager. Very poor customer service and basically I’m left with a two thousand pound ornament sat in my lounge as I can’t use the fire due to the noise it makes. Very shoddy service from Be Modern. Must admit if I had read reviews before purchasing they would have affected my decision when making such a costly purchase. I would ask Be Modern to reconsider their offer to me.

Ordered a fire surround and fire. No compromise on delivery date. The first date I was working so had to wait 2 weeks for next date. I asked for any day except Thurs as all working. Told no, I’d have to wait for a 3rd date. So had to swap shifts with a colleague. The delivery guys specifically told me to check the fire surround within 28 days, which I did, no issues with it. As my living room was been decorated I didn’t open the fire (packaged separately) until 30 days post delivery. It was so badly damaged, looked liked had been dropped. The drivers, who were lovely, parked no where near my house and apparently must have carried the items some distance. I contacted the company who just would not listen. They were rude and defensive. Even though I admit I was past the 28 days in checking the fire, it had remained its box unmoved from where it was delivered to. And that didn’t detract from the fact it was beyond repair. Fortunately for me I had bought this through another company (NEXT) who have excellent customer service and arranged for a replacement.

Bought a fire surround from Be Modern through B&Q, but although they say delivery will be a week commencing date they really mean a week ending date. Customer Service as previously reviewed on this page is absolutely appalling with no effort made to accommodate the clients.

Appalling customer service , endure gas fire broke within 18 months , they supplied a new tray ) entire contents of fire after new part didn’t work ) they wouldn’t pay for the work to be done and now another 18 months later the fire had broke again ! Rubbish product and the worst customer service do not buy from them ! Worst service I’ve ever experienced!!

The fire was delivered with no remote control, user manual or fixings. The fire had fingermarks on the inside of the glass front which cannot be cleaned. Bemodern offered no help at all. Very poor customer service.

Bought an Ember MK11 electric fire in Jan 2020 (£495) and it’s never worked properly, it has been replaced once but it didn’t make any difference. The fire is made to fit in a fireplace but it seems that you have to have the chimney blocked off as they say the wind (even if there isn’t any) can cause it to switch itself off. Our chimney has a board at the bottom and it’s fitted tightly so there shouldn’t be any breeze at all.
Had numerous phone calls & emails with them but they won’t take responsibility for anything.
We don’t use it that much for heat but on really cold nights it’s a bit of extra warmth but it shuts itself of after about 30 seconds. Absolute waste of money!!

my 2 year old elyce fire stopped working, I contacted them and was told that because the warranty only lasted 12 months they could not do anything to help me, the fire was expensive to buy so I thought that I was buying quality-- how wrong was I

I gave this company a 1 star as they do not offer the opportunity to give a 0.
I purchased a York Midi 5kw Multi Fuel Burner in January 2018 and all seemed fine.
Over time the grate has deteriorated and I have come to need a new one.
I contacted the sales team and they gave me the part number for the grate that I needed. I wrote it down in order that I could look for other quotes and in turn nobody else got back to me and so I contacted this company back. The picture that they advertise this grate was the same as mine and I duly paid the £80 fee plus the £15 shipping fee. I received the grate to find it looked nothing like the picture, is a completely different grate and doesn't fit my fire at all!
I contacted the customer service team to receive very basic, non satisfactory and generic responses telling me that they sent what I ordered and that I had to pay for the return and as compensation they would stand the 20% restocking fee which I never knew about in the first place!
They told me that they took over the company in 2018 & haven't used the reference code I was given since they took over and basically I had to accept their version. I have found their customer service and way of dealing appalling yet unfortunately it seems I have no alternative than to purchase from them as nowhere else seems to stock this part. It seems that I shall have to be bullied in to sending this item back, getting a refund and then buying the correct part which I should of been told about in the first place. If I could suggest one thing, don't buy from this company and know that if you do their customer service is horrendous!
I've dealt with Hazel and I'm Gordon (am happy to put my name to this and take forward).

I ordered a Be Modern Espire Matt Black electric fire and the door had come off in transit which caused some damage to paintwork on hinge. Rung Be Modern Customer Service and they exchanged it within two weeks without any issues. It looks fantastic. Really impressed by the staff who sorted it out. Thinking of ordering another for my conservatory. Great work Be Modern.

Purchased a bemodern gas fire emilia fire surround however when fire gets hot me of the joints opens up and closes back when cools down contacted customer services and was advised that gas engineer would need to remove fire and surround at own cost before the be modern engineer would inspect. More hassle than it’s worth do not impressed

Things got off to a bad start when we received our Devotion Pryzm Inset Electric Fire.Along with the fire we also ordered a spacer that fits behind the actual fire.When the fire came we soon realized the spacer wasn't with it.We phoned Be Modern who said they would chase it up for us and ring us back.3 hours later we had heard nothing from them so we had to ring them again.They said they were trying to contact the carriers to find out why we had not received the spacer and get back to us as soon as they knew something.Later that afternoon the spacer arrived seperately on another van but Be Modern never bothered to get back to us to tell us this would happen.
Even worse is once you unpack the fire installation is a nightmare.The fire comes fitted with a straight rectangular firebed for the flat framed model but if you ordered the Devotion model that has a curved firebed then you have to dismantle the straight firebed and put the curved one in yourself! Brackets have to be repositioned and then when you come to fixing the firebed the holes don't match up to the brackets as easy as they should....horrendous!Even the self tapping screws you have to use were ridiculously difficult to attach. In the end after 3 hours I did manage to put it all together and it does look good but there is no way it's worth the money we paid for it and the amount of work needed to install it is a joke!!

We received our fireplace from be modern everything went well but noticed a small chip on the mantlepiece so we had to return that piece but to there credit we received a replacement two weeks later good service. well done be modern. Thank you.