Chesneys Avis 242

We've had a smaller Chesney Salisbury before and it was largely good quality and lasted about 3 years before the seal ropes started coming off. After moving house we bought the same model but bigger and had it installed beginning last year and it is an absolute nightmare. The ropes came off after a couple of months, the handle keeps coming loose and because I have to take the door off every time the rope comes off to glue it back on, the upper hinge has now come loose too. What an inferior product for a superior price. Never again!

If you buy a Chesney fire, pray it doesn't need any spare parts after about 10 years. I've just been told my fire is now useless as they no longer stock a spare part I need. Considering the vast cost of these, I would expect better support. Im now left facing the huge expense and upheaval of replacing the entire thing.

Other suppliers I've checked with say 15 years of support is the norm

I have used my fire Chesneys fire a lot in the last 10 years, so decided to treat myself to replace all the internal parts, the delivery of parts from the third party supplier was slow until Stu from Chesneys got involved, he sorted it straight away, separated the deliveries and supported me through video during the removal of the door mechanism. He kindly send a couple of glass fibre seals (a part I had forgotten to purchase) as next day delivery. Stu you were a godsend thank you. My faith in Chesneys has been restored.

Very helpful and great fireplace. Rehmana and Nilesh were especially helpful. Thank you

A short but really helpful call with Stuart who helped a complete layman (me) solve the problem. Fantastic attention to detail and patience.

We've had several solid fuel fires in different houses and on two narrowboats so when we moved into our new home, we wanted a real fire.
We got the Chesneys Milan wood burner and it's the worst fire we've ever had. When it burns correctly it's good but the number of time's I get smoke pouring out from under the fire when I light it is diabolical. I wish I'd never heard of Chesney Milan
The only difference between this fire and the others we've had, this one is a wood-burner and the others we've had were multi fuel burners that we burned mostly wood.
The only other fires we had smoke in the room was on a narrowboat and that was nothing at all like what we suffer with this one, and those cost a fraction of the price of this one
I've given two stars because when it burns correctly it's great, but when we get this smoke in the house, it's down and out dangerous.
We've had this fire fitted professionally on 2/12/25 and we only burn kiln dried wood

We had problem with our gas fire and spoke to Stuart in custimer support. He was outstanding - friendly, helpful, knowlegeable. A pleasure to speak to and because of the information/explanation he provided we were able to not only understand the issue but resolve it. Thanks Stuart.

Unfortunately not the Chesneys experience we had expected or hoped for. It’s the coldest week of the year and once again I have been advised not to use the fire through safety concerns! The smell of gas is quite scary and very unsettling.
We had a bio ethanol stove first installed over a year ago. We have since been through 3 units due to various faults (the first unit wouldn’t even fill up let alone switch on!!!). A year after install it was exchanged for a gas stove. I was assured they are more reliable. Since that was installed 4 months ago we have had various parts changed and are still suffering with problems. Huge soot build ups and the fire keeps going out and/or flames turning bright blue and a strong smell of gas. I have been told not to use it as they are not sure what the problem is or how to fix it. We now have a 2 week wait for an engineer to visit and conduct an assessment. Feeling hugely let down and wish we had never brought it in the first place. Total waste of time and money and we can’t see a way out of this mess.
UPDATE:
an engineer came out to fix it and we were up and running for all of ten days. Getting the same issues again. Runs for 20mins then the flames turn blue and it shuts down. E01 carbon monoxide or our third thermocouple failure. I’m heartbroken. Another Christmas and no fireplace.

I needed a new riddle plate for my Chesney's woodburner. I found the part easily on their website, ordered it and it arrived two days later. Fantastic service and would highly recommend

I would highly recommend Chesney’s for both their product and their customer service.
I would like to make particular mention of Rehamana and Stewart who both went the extra mile to ensure that my questions were addressed completely and provided me with comprehensive advice.
My experience of the company and their staff was faultless.

We moved into a property with a Chesneys stove and it was soon disconnected after our gas engineer discovered a part that needed to be replaced. Chesneys didn't have any stock of the part but made a new one for us. They were quite slow at updating us on what was going on and I did have to chase quite a lot but they made up for it by making and delivering the part for free which was very appreciated. Everyone we dealt with was lovely and we now have a working fireplace again 🙂

I have dealt with Chesneys for many years and I have never been disappointed in their communication and customer service. I can highly recommend the company of Chesneys.

Chesneys understood my problem straight away and Nilesh from technical video called me to go through resolving the issue, step by step. Excellent service with great technical understanding of the issue and resolution. Thank you

What a fabulous customer experience. We have a very old model which needed to serious servicing and a lot of replacment parts. Stuart at Chesney researched every option and provided step by step support to allow us to get it refurbished . Cannot recommend highly enough

This is how customer service should be, I contacted Chesney’s regarding a long since discontinued log burner, I wasn’t actually making a purchase and they could quite easily ignored my request for some information but Stuart has been an absolute star, answering my questions and bending over backward to find the information needed, first rate company I wouldn’t hesitate to purchase or recommend your services thank you Stuart.
Clare

Amazing customer service from Chris Bevan.
Finished surround is of the highest standard.
Delighted

The brand is great and the product I've purchased is of phenomenal quality.

Chesneys fireplaces and the company itself are first class in every way. We couldn’t recommend them high enough. Stuart at the Nottingham HQ has bent over backwards to help us, he is a credit to the business.
Dean and Nilesh could not have been more helpful on delivery and installation. Immaculate workers, very conscientious, clean and tidy. Our next stove will be coming from Chesneys as their quality of service and aftercare is faultless. Well done Chesneys 10/10

We enjoy the beautiful new fireplace we bought from Chesneys.
We appreciate the helpful, friendly and attentive service we received from Naeema at Chesneys, Finchley Road.
The installers who did the work in our house were professional and efficient. All in all, we had a very good experience.

End to end service, 5*. From initial visit to the showroom and meeting Nick - incredibly professional, knowledgeable and thoughtful about our needs and what we were looking to achieve. 5* service followed through to delivery with Jay and his team - end result being a high quality product and all in, a very positive experience. I'm grateful to our architect for putting us in touch with the team.