"Dreadful"

This has to be the worst purchase of my life. That's for two reasons. 1) The customer service is downright rude.2) The product a passion fire 🔥 has never worked properly. Look at George's review below I agree with every word. One lady in customer service tried but the majority were terrible. I am taking the fire to the skip and replacing with a new one. Avoid this like the plague.

"Fantastic experience all round"

I own and run a fireplace shop in the Reading area and I can honestly say that the service and support we have received and been able to pass on to our customers has been second to none. Yes, you have to have your appliance serviced annually and replace a part which is normally around £20. This is explained quite clearly. I have dealt with many gas fire companies and I would go nowhere else for a gas fire. Our BFM area manager is the best in the business.

"Appalling and non existent customer service."

Appalling and non existent customer service. Phone calls and emails reference under warranty fire never returned. Request for help on my faulty product was started months before lockdown. I would never purchase another product from this company again.

"passion fire by BFM"

had a BFM passion fire supplied and fitted by a local company in derby whom we had used before.
On purchasing he failed to tell us that the 10 year guarantee would only remain in force if you have it serviced annually (which we do anyway with british gas)
BUT you MUST have the ignition system replaced annually too at a cost of about £80 ,THAT is BFMs terms !!
Every year ...... you got to be kidding me !
Ours was 3 months old after purchasing in september 2019 when the ignition began to play up and the fire would not ignite..its a manual ignition type not the remote one so we contacted our local store who told us to contact BFM and due to covid we have waited till today July14th for the engineer to arrive.
Firstly after fixing the fire which he said was a blocked air hole that joins with the gas prior to ignition .... he said the cause was ......wait for it ....we had the wrong type of floor ....laminated......and the cause was the dust the fire draws in !! he failed to notice the 8 foot rug that we had rolled out of the way which i would have thought would restrict any dust from rolling into the fire.
AAAAAAAlso when i asked why the non reflective glass was discoloring on the inside ....get this ....he said its not the glasses problem ..its something in the gas !!!!!!!!!!! its a gas fire !!!!
message to BFM Europe manufacturer of fires ..if you are going to put glass into a fire and it cannot maintain its clear appearance in quality after a couple of months then get your research and development team to produce one that can as opposed to one that discolors in any length of time because that in itself is a fail....
DO NOT BUY A FIRE MADE BY BFM
Ps this fire fitted cost us over £1450

"Awful customer service"

Bought a balance flue fire in Sept 2019 by January 2020 discovered it had a faulty part fitted. Complained several times still waiting reply fromMD Michael Miller . And compensation

"awful customer service"

awful customer service
waited on the phone well over 20 minutes for somebody to answer to phone would email but they take about a week to answer and got an elderly customer we are trying to sort something out for as soon as possible after we finally got to jack was very uninterested asked for a part number for a fire and when i asked him to send a confimation of the part number so we didnt get an incorrect part his reponse in quite a rude manor was " YOU CAN SEE THE PART NUMBER ON THE WEBSITE " you only have to look the rest of the reviews to realize what a joke this company is im guessing by the lack of response to all the bad reviews they dont give a hoot

"Brought a Celsi fire from BFM a few…"

Brought a Celsi fire from BFM a few years ago (not a cheap one) and it’s stopped working.
Their service team don’t have engineers that can come out for issues with electric fires.
So had to pay an electrician - then needed a part, was on hold for nearly an hour then they cut me off - second time had to wait 30 mins and once someone answered they then cut me off. Had numerous calls to both customer service and service/parts both keep you hanging on the phone for ages then either cut you off or are very rude. Worst customer service ever - would never buy another product from them!!!!

"BFM Europe have no customer care"

BFM Europe employ Service Engineers that defraud money from Vulnerable pensioners.

Warranty parts were sent out to an elderly relative by BFM, I informed the engineer that parts were under warranty, he billed for the parts & 3 months later we are still fighting for a refund.

BFM are not interested in customer care on this occasion & despite them instructing their service engineer to carry out the work, they insist it's not their problem.

Beware of Simon at S&S Gas services in Carlisle & avoid using BFM for servicing.

The whole experience has been traumatic for our elderly relative as she now understands after 3 months she has been defrauded of her much needed money.

"Worst customers services I have ever experienced"

There’s is no doubt this company has the worst customer services I have ever encountered, we purchased a propane burn fire from a BFM retailer and since the installation there has been fault issues and safety issues since the day it was installed. These issues continued for over three months and after countless phone calls and over 8 engineers calls all to no avail up until this final call a few days ago with the simplest of fixes. The company we purchased the fire through were faultless, the company who installed the fire extremely patient and diligent, BFM, well after over twenty phone calls never at any point called me back to try and assist or give a damn... in fact every time I called it was as if it was the first time with a new issue, as I had to run through the case again and again. It was almost to the point where the instal had to be removed due to being unsafe to be in our home, however but for this last call from the installer, which at present seemed to fix the issue.. Again no issues with the retailer or installer but BFM customer services are non existent..
If BFM would like to reply I welcome your comments, and rest assured my records of your lack of responses to what in certain instances meant the fire having to be isolated then please feel free to contact me.

"Don’t Deal With This Company"

Bought a Celsi Electric Fire for £698 in June 2016. It only had a two year Guarantee. We have hardly used it and it doesn’t work at all. I rang BFM this morning to book an engineer to repair it. The response was “we don’t repair that model. Get an electrician to come and then ring us for a part. Then he can come back and fit it when it arrives”. This is appalling but reading other reviews par for the course. As others have said the new part could well be faulty anyway. We have sent an official complaint but don’t hold out hope of a response.

An update on the above. Having had no response from the Company even though one was promised 2 days ago. I have tried in vain to find someone who could repair the fire but no-one is able. As pensioners we can ill afford to replace the fire.