"Portway Luxima Log Burner"

I was recently in the market for my second log burner, I had one fitted in the kitchen last year and this one was to be fitted in the front room. The chimney in my living room could only accommodate a log burner of a certain size but I knew what style I was looking for. I ended up purchasing a Luxima Portway log burner from BFM Europe and after speaking to their technical department I was happy that the Luxima was the way I wanted to go. Aesthetically the burner is fantastic, it gives a great view of the logs burning, and the heat an efficiency is exceptional. I'm absolutely made up with my purchase because it’s not something you do on a regular basis and had to be the right fit. The service and technical help I got was second to none and it’s a great feature and addition to the house.

"Luxima Gas Stove"

Recently purchased a Portway Luxima Gas stove had a positive experience with BFM’s Technical department who helped me to pick my stove they were really helpful and the product is fantastic, would highly recommend BFM Europe

"The after-service care used to be…"

The after-service care used to be somewhat helpful but ever since this new manager has come in he's made the company so slow and unhelpful. On multiple occasions, I have dealt with BFM and it has never been this bad. I do hope the MD has a rethink with his appointment.

"I purchased a gas fire from direct…"

I purchased a gas fire from direct fires it was despatched from BFM when it arrived the ceramic coals were damaged I contacted BFM who said they would despatch a replacement set they arrived with the wrong model type on the box contacted BFM who said they would fit my fire, when the installer came back he told me they were the wrong ones so rang BFM again spoke to a very irate person in spares department who said she was given the wrong number. I said it was costing me to get the installer back again and was told we’ll fit them yourself. Considering the fire front has to be dismantled to fit the glass and I’m a pensioner I told her I would not be able to do this. Her attitude was appalling would not recommend using this company they need to put on customer training course or be sacked

"Service Manager? what a joke."

I have no words to describe the poor poor poor service from the so-called "service manager" called Rob (couldn't get his surname). I wouldn't hire him for my company if he was the last person on this planet. I emailed him asking for an update on my inquiry three times to no response to any email. I then rang up to speak to him and he was very blunt, very rude and very unhelpful. The customer service from him is shocking and shouldnt have that role in the company! I rang through to technical as I didnt want to speak to Rob, the young gentelman was very helpful and sorted every enuiry I had. I cant remember his name but very very good job on his part.

Should I ever have to ring up BFM again i will not be dealing with Rob thats for certain.

3 stars purely for the guy in technical being so helpful, bravo.

"BFM dump responsibility to Verine owners"

BFM have washed their hands of all Verine gas fires sold prior to when they took over Verine. In doing so they have knowingly left tens of thousands of Verine fire owners unable to get spares, thus rendering the fires useless. What nice people they are.

"Beware"

Bought a Kinder gas fire 3 years ago it came with a 15 year warranty, following a service a part was found to be damaged at this point I found out the warranty is totally worthless. Customer service at this company is virtually non existent but now I know never to buy anything produced by BFM-Europe who produce what I thought were very big names, perhaps at one time they were good.
Before you buy something with a 15 year warranty suggest you read it before you actually buy, I didn’t I just assumed the warranty covered the fire unless I damaged it, how naive I was, but it is clear in the warranty that it worthless.

"Unbelievably poor after sales service!"

Unbelievably poor after sales service!
We bought a Flavel Emberglow gas fire (not a cheep model) from BFM in March 2021 the natural flame effect is non existent and the output of the fire is extremely poor, despite many emails and calls and promises to BFM nothing has been done, now they don't even reply or take our calls!
we shall be reporting to trading standards and taking legal action. I would advise anyone considering purchasing from BFM to go somewhere else!

"Terrible service"

Terrible service! Avoid.

"Fast and efficient supply of spares"

Fast and efficient supply of spares. Good Web site to identify what you need