Flames

Really disappointing after sales experience. Called today to enquire about returning our fire in exchange for a slimline model. The person I spoke to was extremely unhelpful and couldnt appear less interested in trying to help us resolve the issue. Our fire installer called the shop a further couple of times to try and resolve the matter and received the same complete lack of service. The store informed us that they wouldnt allow us to return the item as it had been opened and we hadnt notified them within 14 days of our intention to return the item. This is despite still being within 28 days of receiving the order. The fire was out of the box for a matter of mins and has since been packaged back like new. We confirmed with the manufacturer directly that they would accept the return of the fire within this period however we could only arrange this through the retailer that we purchased the fire from. Flames were not remotely interested in this or discussing any kind of option to see whether they could help in anyway. Im genuinely surprised at how poor the service was. No empathy. No interest in seeing whether they could help in any way. No interest in future business through achieving a positive customer outcome. Both manufacturer and our installer were open to looking at ways to try and resolve the issue but Flames couldnt have been less interested if they tried and were quite happy for us to be left with a fire that we cannot install. The manner in which we were spoken to today was honestly so poor. Really disappointed.
Dec 9th, 2022

Nov 21st, 2022

Very helpfull with me regarding part i require ,
Nov 18th, 2022

Called at flames on Monday to order a gas fire .Ben the sales assistant was excellent he sorted our order out and said he would phone us when the fire was delivered to there warehouse. 3 days later he phoned us to say the fire was there . When we went to collect the fire Ben took the fire out of the box to check everything was OK .before we took it away .Thanks for the great service would definitely recommend flames
Oct 22nd, 2022

Sales team were good. I received a call to arrange delivery. However, aftercare is shocking and I wouldnt use this company again or recommend them. I spent 450 on an electric fire. The performance of the fire was poor so I queried a fault. The supplier said it was fine so I requested a refund. I had to pay 24 for a return. I was also requested to send a picture of evidence of the fires condition and all original packaging. Luckily Id kept the delivery brown box! I was then told to remove the parcel tape Id used to repackage and use clear tape, otherwise my refund wouldnt be accepted. After the return was accepted, I waited 10 days for confirmation theyd received the item back, and after no response I emailed. It was then a further 5 days before my refund was issued. Flames had to liase with their supplier before I would be helped. I honestly feel that if I hadnt kept all original packaging immaculate (Inc the delivery box) then I wouldnt have received a refund. Id not recommend this company at all as I feel the reason this item had to be returned in such prestine packaging with clear tape is because it will be sent out again to another customer, when my reason for return is because I feel the item might have been faulty. I have purchased another elsewhere now and the performance has been much better.
Oct 10th, 2022