Flames Reviews

3.00 Rating 2 Reviews
50% of reviewers recommend Flames
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"Ordered a gas fire but had a problem with the delivery so missed our gas engineers slot. When we came to install the fire we found we had the wrong size flu. Flames refused to take the fire back or change it as we were over the 14 day returns period. We have more fires to purchase for our other cottages would never use Flames again as their customer service is rubbish. All seems great until something goes wrong!"
Helpful Report
Posted 1 month ago
Mr Hassall,

The negative reviews you are leaving on various review sites are wildly inaccurate.

The problems with your delivery that you mention were due to the fact that despite the delivery company booking the delivery in with you, you weren’t in when they arrived. This led to a re-delivery having to be arranged which obviously extended the overall delivery time.

You then contacted us 4 weeks after receiving your fire to advise that due to the depth of your walls, the fire you had ordered won’t be suitable and you wanted to exchange it for a totally different brand which we don’t sell online.

Consumer Contracts Regulations gives you additional online cancellation rights which we follow. As promoted heavily on our website, you have 14 days after receiving goods to return for any reason. This is exactly the same with anything you buy online - household goods, clothes etc. Surely you can appreciate that there must be a cut–off period for when we can accept returns.

Despite your threats of leaving a bad review if we didn’t take the fire back, due to the fact that you are well outside the 14 days since receiving your fire well out of this time, we were unfortunately unable to take the item back.

Karl Compton
Posted 1 month ago
"Brilliant service, we got loads of advice over the phone before ordering and they two gentlemen we spoke with were never pushy. Our new fire came when we were told it would and it was in perfect condition. Couldn't fault them."
Helpful Report
Posted 5 months ago
Flames is rated 3.00 based on 2 reviews

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