"I ordered a radiant for my Flavel…"

I ordered a radiant for my Flavel Firenze. I was worried about it getting damaged in transit. But I needn’t of been. It was superbly wrapped and arrived in awesome condition.
The delivery and help from customer service was second to none. Thanks BFM

"DO NOT BUY FROM THESE CLOWNS"

⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️⚠️. GOT A FLAVEL ROMANCE DELIVERED BY THESE PEOPLE. IT ARRIVED THREE WEEKS AGO. COLDNT GET A GAS SAFE ENGINEER TO FIT IT UNTIL TOMORROW. SO TOOK IT OUT OF THE BOX YESTERDAY TO CHECK IT. IT HAS A DAMAGED FRET. THEY ARE REFUSING TO SO SUPPLY ME A NEW ONE SAYING I HAVE TO PAY £133 DISGUSTING SERVICE. I HAVE SUPPLIED THE PICTURES AND THEY ARE NOT INTERESTED. TAKE MY ADVICE DO NOT BUY ANYTHING FROM BFM EUROPE OR FLAMES . co.uk they take your money and run. Disgusting companies. Save your money or be warned ⚠️⚠️⚠️
Mr Delvaux
WOW JUST LOOK 👀 AT THERE RATINGS THEY DONT CARE. DONT USE THEM UNLESS YOU HAVE TO.

"AWFUL CUSTOMER SERVICE"

AWFUL CUSTOMER SERVICE

We've had an Alpena gas fire for 6 years. After 3 years the main gas valve failed and was replaced under warranty. After a further 3 years it has failed again but this time they want £200 on the grounds that the fire has not been serviced annually even though it is virtually unused in some years. We have also been informed by our very helpful service engineer from Oxford Fireplace Co that the part in question cannot actually be serviced.

This part is therefore the problem not the lack of servicing.

I contracted the manufacturer who preferred to stand by their legal rights rather than offer help to rectify their unreliable product. THIS IS NOT CUSTOMER SERVICE

"Very poor customer service"

Very poor customer service, would give no stars if this was an option, I purchased a replacement valve for my Kinder gas fire which was faulty and leaking gas, the part was £450 which seemed extreme but given the gas leak it had to be replaced, my gas engineer fitted the part, now it does not function correctly & will not adjust the flame, on contacting there so called customer service team i was told to get a replacement i would have to pay an engineer to remove the part, i would have to send it back to BFM for them to test, if they found a fault they would send a new one, the cost of the engineer for removal and installation would have to be paid for by myself, even though the part they supplied was faulty,
Please do not buy any product from this company as they will not cover your costs if what they supply is faulty.

"Avoid buying the Kohlengaz Durlston…"

Avoid buying the Kohlengaz Durlston balanced-flue gas fire with easy soft side button control. It is a nightmare. Will only light if the surrounding room temperatire is warm enough to get the thermocouple to work. Yes, that's right... apparently it meets the technical spec!! Even then it can take up to 7 mins to light AT BEST. On colder days forget it. It can take over 10 mins when warm enough and IF you are lucky. Apparently it has 4 attempts to light before needing to be switched off and reset. IF it will reset. Wish I'd been told that before I chose it. Nine times out of ten it still won't light. When it is on the side buttons get so hot after a couple of hours you can barely touch them to switch it off. Seemingly, this is acceptable as the fire is SO efficient. Luckily I only paid the deposit but have had to pay £108 to get a Kohlengaz Durlston balanced flue gas fire removed. Dead money! Now I don't have a fire and have to go on the hunt for another that actually works. Also, asked for a copy of the technical manual... STILL waiting and frankly not the most pleasant attitude when I asked for it from the woman who answered the phone. As I said... AVOID!

"Appalling customer service"

Appalling customer service, phoned to ask for advice regarding instructions, was told everything is in the booklet, to which I explained the reason why I was calling was because in fact it isn't. I kept being referred to the booklet and I asked for the page number where the information was if that was the case, which should have been no problem to indicate. The lady I was talking to was agitated and said it doesn't matter anyway as that wouldn't have any meaning to me, assuming I was in no shape or form able to understand the information anyway. Rude, unhelpful, discriminating! Making assumptions about my qualifications, which she doesn't have a clue about. Getting defensive because she knows very well the instructions that come with the fireplace are rubbish! Thankfully I didn't buy the fireplace off of them, it's unfortunate they manage the tech support service though.

"Burn your money, you'll be warmer"

I bought a Kinder Passion log effect fire from this company five years ago. It was over £1,000 plus fitting but we were replacing an old coal effect model. From the start, the fire didn't warm the room anywhere near as well as the one we removed. When I queried this I was told "the glass fronted models are more efficient" that may be so but they don't heat the room very well, they are nice to look at. 82.6% efficient but almost all of that goes straight up the chimney. I can literally hold my hand four or five inches in front of the fire when it's on maximum. In reality we used the fire once or twice a winter for five years. In the recent cold snap we gave it another try, the remote control failed which meant we had to take the WHOLE front off to light and adjust it. I called customer service and eventually got through. Had I had it serviced? No, it's hardly used. Had I checked the batteries in the remote and fire? Yes they are new. "You need a new remote control, these are £250 plus vat and delivery but you may be able to get one cheaper on eBay" That's it. I'm getting a quote to have it taken out and a small log burner installed.

"Dangerous Flavel gas fire"

Bought a Flavel Diamond HE fire for a new extension because it looks great. However, it is flimsy and poorly made, the glass screen soots up and it emits CO. There are no obvious faulty parts and Flavel have not been able to fix it.The installer believes it is inherently unsafe. Due to delays fitting it, we have not been able to get a refund. A lot of money wasted. Do not get one of these. They are dangerous.

"Celsi Electraflame XD 3 months out of…"

Celsi Electraflame XD 3 months out of warranty.wont turn on.very little used.only help when you finally get through on telephone,try buying new parts! Rubbish product, rubbish aftersales.
DONT BUY!!!

"Bought a Revolution fire"

Bought a Revolution fire. Absolutely terrible design. Each year you have to replace the thermocouple and the pilot assembly. Otherwise the fire won’t work. These parts are not listed on the parts shortlist nor is this hightlighted on the brochures. The website is next to useless and no alternative supplier, even if you knew the part number, is listed either. Had gas fires for many years and have only had to replace a thermocouple once and never a pilot. Do not buy this.