“We ordered the ACR Malvern Electric Stove which was delivered promptly but had intermittant power issues. I continued the installation but as time went by, the internittant fault started to happen more frequently - so I emailed to tell them about the issue.
Nick was my contact there and he owned the resolution completely, liaising with ACR on our behalf. ACR asked for the stove back to investigate and Nick handled everything for us, even arranging for ACR to courier over an emtpy box so that we could package up the stove ready to return. A few days after that, the courier came to pick it up to return to ACR. Another few days later, the stove was returned to us from ACR after they found a fault with a ciruit board which they replaced and returned the stove to us.
I must say, this is absolutly outstanding, good old-fashioned 'proper' service - the like of which you sadly don't often get these days.
Great stove, great service from Nick and Sarah and ACR!
“We needed slightly different dimensions to the standard size fire surrounds (for 2 fireplaces). They told us that they couldn't supply the surrounds we'd asked about in a different size because of the material. A day or so late they contacted us to explain that they could use a different sandstone to customise the surrounds. In other words, they thought about it and found a solution for us without our asking them to. They also were happy to advise on any questions we had and we did contact them on a couple of occasions with questions. I can recommend them without hesitation.”
“Direct fireplaces are second to none I would have no hesitation in recommending them even though the fire we received was smashed, it was no fault of direct fireplaces as it came direct from supplier and with a certain carrier company, now when I received it it did sound a bit suss when they placed the box in my living room but I thought it was just the contents as it contained logs & crystals. I didn’t move it and waited for my husband to get home and when opened we found the glass was all smashed! My husband got on the phone to direct fireplaces and they were so very helpful in replacing / collecting the damaged one it was just a smooth process from start to finish, we now have our new one and was quite apprehensive to open it but it was absolutely fine, inside was a beautiful intact fire. Thank you direct fireplaces.”
“Paid and waited 4 days for Electric fire (inset) to be delivered. They delivered wrong fire, it took another 3 days for this to be corrected. Then when delivering the correct fire the delivery company could not take away the original wrong fire, this took another day to be collected by them. A week of phone calls that I didn't really need sorting these problems out.”
“Fire turned up unexpectedly, no phone call to make sure someone was in. Luckily my husband was! Driver didn't want to know anything about checking everything was undamaged as your instructions suggest we do, he just wanted a signature and be on his way. Other than that the fire is lovely. It does fit into our recess but still has to stick out a little for the cable to come out. Wish I'd bought the spacer now!!”
“So easy to deal with. Lovely, very helpful people. Order was placed and double-checked very quickly - and delivery came 2 days before expected! What else could any customer ever ask for or expect! Thank You!”