Pure Stoves & Fireplaces Ltd

1) Service: Not impressed from start to finish. The people in the shop did not know any of the details of the product I wanted to buy and had to rely for every question to the manufacturer (calling them for absolutely everything!). They couldn't even tell us if the electric fireplace we bought (a wall-hung version) would come with a bracket to mount it on the wall... the answer was 'not sure' - it ended up not coming with one, so we ended up resting it on the floor instead! 2) Installation: although I asked about having someone to install it for us, I was told it was a 'flat-pack' and therefore very easy to do it ourselves. It would be nice to have the option to choose from, rather than being told 'you don't need it'. 3) Pick-up: when I went to pick up the boxes, there was minimal help to bring them out and load them in the car, although they were not busy with anything else and no other customers were in the shop. They literally closed the door behind me without even saying goodbye - this of course was AFTER promptly taking payment first! 4) The product: the fireplace itself is nice (hence why I gave it 2 star, because the product is really good - the flames are very realistic and it works well). However, the MDF frame that came with it did not take into account the fact that there is a plug to fit in the wall, and so instead of sitting nicely flash against the wall (as expected / as shown on the catalogue), it sat an inch away... which doesn't look great! My husband ended up re-doing the MDF frame himself. Overall: If you want to get an OER fireplace, go directly to the manufacturer as 'Pure Stoves & Fireplaces' doesn't add anything other than a few hundred to your bill!!
Jan 5th, 2023

Wonderful service from start to finish. 5 Stars. Both Angela and Lucie were so helpful and professional. Our fire is wonderful thank you. The Fitters you used were also amazing. They were polite, knowledgeable and very clean. Thank you so much
Dec 1st, 2022

We needed a spare part for our log burner. They were very very helpful and got us our part. No problem.
Nov 17th, 2022

Angela and her colleague were super helpful in helping me choose the right product for my home. Thanks.
Jun 21st, 2022

Excellent service
Dec 6th, 2021