Charlton & Jenrick Ltd

Apr 2nd, 2023

Purchased the Paragon P9,so many faults with it and should be BANNED FOR PURCHASE.
Jan 19th, 2022

We have owned Purevision stoves in our previous houses and we now have another in our new family home. The quality is second to none and the aesthetic look of them is timeless. We had one tiny issue with our new one which required fixing and Colin ( I believe he is the sales director for the UK ) came personally with a technician to fix it. That is some customer service! We couldnt ask for anything moreapart from another in our new extension. If your thinking of a new wood/multi fuel stove then go and see one in action. We look forward to many more warm evenings watching the flames with a glass of red in hand.
Dec 28th, 2021

I had the displeasure of experiencing Charlton and Jenricks (C&J) aftercare customer service. I purchased a C&J stove through my local independent showroom. The showroom were fantastic throughout but having received the stove, which was manufactured and packaged by C&J, it became apparent during installation that there were damaged and missing parts. To be fair, C&J quickly replaced these (after initially advising that they wouldnt deal with me directly and they would need correspondence from the retailer before they could help). However, the replacement took two attempts as the first was also incorrect; again their error. These mistakes meant that my gas engineer had to reschedule a return, understandably at an additional cost. Having contacted C&J to discuss reimbursement, they repeatedly advised me that my contract was with the retailer and nothing to do with them. This seems to be their repetitive get out response to most of the negative reviews that Ive retrospectively read on Google. Despite the damaged and missing parts being nothing to do with the retailer and all to do with Charlton and Jenricks quality assurance, they maintained their position, despite clearly being at fault. The local retailer kindly offered to help cover some of the cost as a gesture of goodwill. Charlton and Jenrick need to take more responsibility for their own mistakes, irrespective of their legal obligation. I cant advise on the product itself as I havent had it long enough but based solely on other reviews and my own personal experience of their attitude towards customers and their retailers, I would advise you to consider an alternative manufacture.
Nov 2nd, 2022

Poor design, expensive, inefficient, battery operated and a total waste of money! Bought this very nice looking, very expensive fire from an independent retailer in Ringwood. Unfortunately, you need to take the fire apart in order to frequently change the batteries. The manual control also is battery operated which is acceptable. In the four years we have had this fire, we have managed to use it, not without difficulty, no more than six times. We have had the service done about three years, which proved to be not only needless but a waste of money. When we bought this fire, the retailer told us to be in touch with the manufacturer directly and not to be in touch with them, if we have any issues!!! The retailer did not know how to service the barely used fire, stating that it was effectively very clean, broke the front glass and charged us the money for the service, increasing each year, without us being able to use it. This did not leave us with much confidence with the fire nor with the fire itself. Having spent what was a large sum of money for an utterly useless fire, I feel very let down. We have to regularly take parts of the fire apart and insert batteries, frequently, as well as changing batteries in the hand held control. A total waste of our money, being pensioners, we feel utterly let down by this fire, not to mention the retailer The Fireplace Room. Would not recommend either of these. TOTAL WASTE OF MONEY IMPORTANT NOTE: The quality of the fire is down to the manufacturer and not the agent selling it. Poor quality not to be blamed on the agent but the blame is entirely with the manufacturer.
Nov 11th, 2021