Fires2u Avis 193

First time we have ordered such a large item from internet without viewing it first. Delivery was exactly as described 3 to 4 weeks. Delivery day came and fire and surround was delivered. Very pleased with the fire and surround. Good quality and looks fabulous. Was not initially keen on having an app on phone tovturn fire om and off..but think that is great now!!!

Fire arrived damaged. Hassle free return and immediate dispatch of a replacement which was perfect. Very good service from the company and we really appreciate it. Thank you

We bought a gas fire, Valor Model 945FS on the 3rd October 2024. Our gas engineer came today to install the fire, 17/10/24 Fire ignition not working so we can not use and facia magnets missing. I telephoned Fires2u and all I have to say is how rude, and I mean rude customer service is. I was told there is nothing they can do! I am out of pocket now as our gas engineer will have to come back and until the fire is repaired I have no option but to run a oil filled heater. No offer of compensation, I was told at least manufacturers will repair it!!!! What more do I want basically!!!!! If you can source your fire elsewhere please do as if you have issues forget FIRES2U assisting. Worst company I have ever used. NB Fires2u maybe you should take a proper look at the '2015 Consumer Rights Act'. I can insist on a full refund on faulty goods in the first month of purchase fitted or not!

Update on Fires2U response

When you read this response please all go to their negative reviews and read them. Their uncooperative responses are all the same issues with rudeness especially there biggest problem, no after sales customer service at all. This company had me crying. If a company offers a payment method it should be working, payment method in question is PayPal. It was not on first attempt. As for the rest they accused me of threats, I carry out everything I say I will and do not make threats. I have reported them to their manufacturer who were discussed with Fires2u and would be investigating them as they do not want clients of this type. I have contacted Trading Standards who again are investigating them. They have offended my gas Engineer who is a qualified professional and would not do the full connection until the fire is fit for purpose. As you will read Fires2u, always believe they are right they talk over you. Chris even laughed at me. My statement is true and I will be out of pocket, as I explained how would they like it if for example they bought a new car and it developed a fault in a couple of days? What would there response be? What would they expect as a resolution? Fires2u remember that we should all treat people with respect and how we ourselves would wish to be treated. You have twisted everything to treat and make me look bad. Yes I expected some form of resolution. You are the first company I have ever worked with who treats customers in your manner. I HAVE TOLD THE TRUTH

ex.service,no problem about my damaged part on the fire.got replacement arrived within 12 days.

I bought an electric fire off this company and they kept me up to date with the delivery etc, when the item was delivered there was a part that wasn’t correct and they sorted this out within 1hr of it being delivered. Really impressed with customer care

An excellent company to deal with, I had a small issue with an incorrect part & it was sorted out immediately. Will definitely be using again. DB Heating Ltd.

Brilliant company! Beautiful stove. Cheaper than even my stove fitter could find through his suppliers.
They were really quick to supply, replied to our email enquiries promptly. We are in love our beautiful ivory enamel stove. Thank you so much.

My new Elgin & Hall Pryzm Cabrina Marble Electric Fireplace Suite looks amazing. Thanks so much for the quick delivery and the fire is a lovely quality.

I ordered my new fire from Fires2u.com on the 6th of April, and it is was delivered today, 9th at 09.40! the service and positive help I received on first phone contact with Fires2u when ordering was helpful, impeccable, and professional. and I was kept up to date regarding the delivery on the day.

I can only highly recommend this efficient and friendly company, I would,and will be using Fires2u as and when in the future, and recommending them to my friends and colleagues. Well done Fires2u!!

The fascia of the Romance gas fire I ordered had a small dent. The person I spoke to at Fires2U, Kieran, was extremely helpful, and a replacement fascia was delivered promptly, the following morning. Outstanding customer service!

I ordered a Elgin & Hall 22” Pryzm Chollerton inset electric fire from fires2u and I am so pleased with the fire and the service that this company provided. Initially I phoned for some advice re the fire and spoke to Chris. He was so helpful and so I ordered the fire. It was delivered very quickly and was well packaged. We had it installed and I noticed the back glass panel needed some adjustment. I phoned Chris who was amazing! He asked for some photos and these were emailed to him. Chris arranged for an engineer to contact me and this was done the following day. The very next day the engineer came to my home and adjusted the glass panel. I am so happy with the fire. It gives a wonderful glow to my living room and the heat only has to be on for a few minutes and I’m toasty warm.
Thank you Chris, your colleagues and fires4u for such thorough and exceptional service.

Company very unhelpful asked to exchange a stove for a larger size, even explained the stove hadn't been opened / taken out from packaging create and I was happy to pay the postage both ways. The Guy I spoke to had no interest in resolving issue and was told as a company they don't do exchanges, Avoid a lot better companies out there to buy stoves from

I purchased a new fire tray to replace one that had lasted 16 years, the pricing was very competitive, Chris handled my call and was really nice to deal with and super helpful.

The fire tray came quicker than expected which was refreshing. It was as described and fitted as a direct replacement.

I am more than happy to refer anyone to Fires 2 U for a 10/10 experience from start to finish.

I was apprehensive about ordering online. I rang twice with queries I had and each time the lady couldn’t of been more pleasant or helpful. Within 2 days of ordering I got a delivery date . This has to be the best service Iv had in a very long time. I’d highly recommend this company

When I decided to finally get a woodburner (had wanted one for AGES) my fitter recommended Portway stoves. I went online to research and Fires2u were by far the cheapest. I ordered a Portway Arundel back on 8 January and added a note requesting delivery on 12 Feb, as that was the day my fitter was coming to start the job. I live by myself so needed him here to bring it inside. The note got missed and within a day the courier contacted me to say delivery was 11 JAN! After a quick email to Fires2u this was rectified and all went to plan with the stove arriving on Monday 12 February. It’s now Wednesday 14 and it’s already fitted and looking absolutely stunning in my 1905 fireplace! I absolutely love it and would highly recommend this company ♥️

Excellent company to buy from. Website was easy to use, questions on the phone were answered quickly and efficiently. Delivery was exceptionally quick. Only two things could be improved 1/ the lady confirming the best delivery day and time could have sent a text confirmation as I'm old and easily forgot unless I put it in my calendar 2/ my order was to include a remote control and the only clue it had been included was RC in the fires reference number. However everything was as ordered remote was inside the fire packaging.

I made my purchase after lots of research about local companies and others in line and pleased to say, and very thankful that I made this right choice.
Quality product and after sales.
I did not realise that a review could be submitted so having contacted them today, felt that it needed to be said that I was treated as if I was a new customer by Chris with great professionalism and respect despite that fact it was only an after sales query from my purchase in May 2022.
Looking to buy another fireplace for my relative now from this company. Thorougly recommended and Thank You Fireplaces2U.
I hope this review helps you to choose.

Truly fantastic service from a family company. I was given great advice by a very nice & patient lady on Monday the 11th December. She explained the options very clearly, then went over it again with her lovely scouse friendly nature, took my order and told me the tracking number would be on the way soon. The fire arrived on Wednesday 13th December, just 2 days later ! If only other companies could be so helpful and efficient. 5 GOLDEN STARS to Fires 2 You. Thank you so much. Rev B

Excellent service from fires2u.
The beam fire is stunning and very realistic. It has made a huge difference in the lounge. Delivery was within 2 days of ordering. Couldn’t ask for anything better.

Superb from beginning to end