“In about 20 years of installing gas fires / fireplaces my installer says this is the worst ever. After phoning Chrystal Fires we found that the remote control and other bits were supplied underneath the burner, so well hidden. The actual gas connection was very awkward / difficult and the 8mm nut and olive were missing ( I went to Screwfix to get replacements). The limestone fireplace was a nightmare. The fire had to stand 60mm higher to accommodate the lower slip whihc is 180mm the gap below the fire is 120mm and the sides of the fireplace had to be padded out by about 60mm before fitting the slips. He is just trying to fit the header and is having to chisel the wall out so it can fit flush on top of the legs. When it is fitted it hopefully will look fine but overall a very poor experience which has probably taken about 3 hours longer to fit.”
Hi Malcolm,
Thanks for your review. We were sorry to hear of the issues experienced with this order.
We can see from your order that our customer service team contacted the supplier for replacements as soon as we were made aware of the issue with the gas fire.
Regarding the issues reported with the fireplace itself, these are very unusual and we can't say that we have heard of such problems with the model in question before. That said, if you do need any advice or assistance regarding the installation then please don't hesitate to let our customer service team know.
Kind regards,
Direct Stoves & Fireplaces
