Hi Mary,
Thanks for your review.
We're sorry for any disappointment relating to the fire received. Faults of this nature upon receipt are thankfully very rare but can and do happen on occasion.
We can see that we reported this to the manufacturer on your behalf once we were notified of the issue, and that they have since provided a full replacement fire for which we have arranged an exchange.
If there is anything else that we can do to assist, please don't hesitate to let us know.
Kind regards,
Direct Stoves & Fireplaces
