From dealing with Charlton and Jenrick For the original quote until today their Professional attitude.ha been very impressive A big thanks to Kendal there Technician who phoned to confirm arr... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
10 October 2025 Our gas fire was outside the warranty period and a small area of paint had come off the canopy. I contacted C & J to get advice on how to touch the small area up, the response from Ni... See more
Company replied
Its the after sales experience that makes this company such a fabulous business. Clever, polite, helpful, professional customer leaning people, who remind you of what Companies used to be like. Their... See more
Company replied
After discovering my electric fireplace had stopped working, I contacted C&J customer services. From the first call I had with Nathan, right through to the day my fire was fixed by Andy, my experien... See more
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Company details
Written by the company
Established in 1986, We have grown to offer a number of industry leading brands covering all aspects and channels of the fireplace industry, these are; Paragon, Infinity, Panache, Katell, Fireline, Purevision, Go Eco, iRange, Opulus, and Luminosa. Nothing is as welcoming as a “living flame”, whether you want a multi-fuel, wood-burning, gas, or electric stove or fire, we will have a fire type and design that is ideal for you, to take pride of place in your home. Our gas fires are hand made in our factory in Telford, Shropshire and both our gas and electric fires, plus our wood burning stoves are sold through a dedicated network of over 400 showrooms around the UK.
Contact info
Unit D, Stafford Park 2, TF3 3AR, Telford, United Kingdom
- 01952 200444
- sales@charltonandjenrick.co.uk
- charltonandjenrick.co.uk
4.4
Excellent
398 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Paragon fire
The fire is so easy to use and gives out fantastic heating
October 5, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Kevin,
Thank you for taking the time to leave a review.
We are pleased to see you are happy with your new gas fire, and the warmth it has brought to your home.
A quick resolution to problem with gas fire.
The engineer came out to sort out a problem with a gas jet on my new gas fire, and dealt with it successfully in a matter of minutes
November 14, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi M Pashley,
Thank you for leaving a review.
We are pleased to hear of your positive experience with one of our engineers, I will pass this onto them!
Had the appropriate stove shown to us…
Had the appropriate stove shown to us and ordered. Fitted by the local Heatas installer and stove is working fine. Very warm
October 28, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Allan,
Thank you very much for your review.
We are pleased to hear you are enjoying your new stove.
Great quality and performance
November 7, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi John,
Thank you very much for your review.
We are pleased to hear you are enjoying your fire.
Service amazing as is fireplace
I was very happy with the service provided and also the wall hung log fire is absolutely beautiful
Would highly recommend to family and friends.
November 7, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Frances,
Thank you very much for your review.
We are pleased to hear you had a positive experience with one of our authorised dealers, and are enjoying your new wood burning stove.
Able to get a manual for 8 year old gas fire without difficulty
Sent photos of our fire and followed it up to check if we had a guarantee and managed to get the details of the model for our 8 yr old fire. Claire in C & J was very helpful in emailing the manual straight away.
November 1, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Chander,
Thank you very much for your review, we take great pride in the after sales support we provide.
It is great to hear you had a positive review with one of our customer service team, I will pass this feedback into them!
Reply from Charlton and Jenrick
Hi Graeme,
Thank you for taking the time to leave a review.
We are pleased to hear you like your new fire, and hope you enjoy it for years to come!
Awful to deal with 3years and fire is still not working properly
Avoid this company at all cost had fire for 3 years and it has never worked properly in the 3 years to the point we paid out for someone to come out to give us advice they said it was dangerous not to use spillage burnt wallpaper burnt surround we have had a number of faults and yes they come out and will say they have gone above and beyond but it is still not right spent an awful lot of money for a very poor fire don’t be fooled by some good reviews it is an absolute headache dealing with this company they will come out but are constantly looking at the time to get to the next job
October 25, 2023
Unprompted review
Reply from Charlton and Jenrick
Hello Mrs Currie,
Thank you for your comments that we have now reviewed.
We have visited your fire numerous times despite you being out of warranty to assist to resolve issues that are not fire related. This was all done at no cost when it was out of the labour warranty, which ended on the 29/09/2021.
There was reported damage to your firebox that we suspected was caused by spillage of products and not a fault of the fire box but, although this was inconclusive, we not only supplied a replacement firebox but we also fitted it free of charge as a gesture of goodwill.
Far from ‘constantly looking at the time trying to get to the next job’ your own comments in your latest email you state that our engineer ‘above anybody else who has inspected the fire since its' installation, appeared determined to find the root cause of the problem and resolve once and for all’.
Also, in your latest email state that these fixes were to correct the initial installation, and servicing work as opposed to the product or any of the work our engineer carried out.
Trustpilot Team
Had fire for 4 years now and only after…
Had fire for 4 years now and only after using for six months the bricks all cracked so we replaced them has we were told it could be throwing logs in so we been extra careful and the same has happened the crate has damaged springs not working but these are not covered under guarantee they only thing covered under the guarantee is the outside, which never goes wrong
October 23, 2023
Unprompted review
Reply from Charlton and Jenrick
Dear Joy,
Thank you for taking the time to write a review.
We would be keen to discuss the matter with you further. If you could please contact me using the email address below, either myself or a member of my team will come back to you as soon as possible.
Kind Regards
marketing@charltonandjenrick.co.uk
Excellent customer services
Excellent customer services. Very professional, would recommend.
October 6, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Tom,
Thank you for taking the time to leave a review.
We are pleased you have had a positive aftersales experience with our customer service team.
Absolutely love design of logburner and…
Absolutely love design of logburner and easy to use.
October 7, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Val,
Thank you for taking the time to leave a review.
We hope you enjoy your stove for the winter season.
A warm glow
A simple and elegant looking fire effect glow, easy operating remote control, looks great.
October 3, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi John,
Thank you for taking the time to leave a review.
We hope you continue to enjoy your fire.
An Outstanding Product…
Having researched the nmarket in Electric Stoves and spoken with a number of owners of this product, I decided to buy the ESK 100 model.
The workmanship and style of this product is outstanding and considerably well in front of a vast majority of other manufacturers.
October 3, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi IT,
Thank you for taking the time to leave a review.
We are pleased to hear you are enjoying your electric stove.
This is the second fire we have had…
This is the second fire we have had fitted, it looks great and is very efficient. Easy to keep clean.
September 15, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Jeanie,
Thank you for taking the time to leave a review.
We hope you enjoy your second stove as much as your first!
Product looks good
Product looks good. Will comment again when we have more experience in the Winter.
September 15, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Tom,
Thanks for leaving a review, looking forward to a warm winter ahead.
TRUE COWBOYS
Got a response from these people. But the same old bull. We'll send some paint out! Fu¢®¶ING cowboys. Shove it, I'd rather throw them out. Give these a big miss.
August 11, 2023
Unprompted review
Reply from Charlton and Jenrick
Dear John,
Stove paint finishes require touching up or repainting from time to time and failure to maintain the surface finish of a stove can lead to unnecessary corrosion. Detailed instructions were given on how to touch up the paint by our customer service team.
We are sorry that you are unhappy with the service and advice regarding the paint finish of your stoves but, our intention was to confirm to you that this is not a quality issue as perceived but simply a maintenance issue that can be easily resolved.
All our products are independently tested and approved, entirely fit for purpose and pass a thorough quality control inspection before despatch as part of our ISO9001 system. We supply tens of thousands of stoves every year with no rusting problems once installed, confirming that our designs, materials, and workmanship are entirely suitable for their intended purpose.
I can only conclude by once again apologising for any issues you may have had but find your review to be very unfair in the circumstances.
Trustpilot Team
Great fires
Love my new fire and warranty registration was quick and easy. Would recommend
August 24, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Angie,
That's good to hear, we are pleased to hear you are enjoying your new fire.
Lovely fire
Lovely fire, haven't had it lit yet only to commission it, that went well.
July 24, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Stephen,
That's good to hear, we are pleased to hear you are enjoying your new fire.
Friendly, knowledgeable and efficient
Everything about my recent transaction with Charlton and Jenrick was spot on.
A very quick reply to my email, a phone conversation with friendly knowledgeable staff, rapidly dispatched well packaged parcel.
My order was placed at around 11 in the morning and I received the parcel on the following day at 10.30!!!
August 10, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Rosalind,
That's great to hear!
I will pass your comments onto our customer service team.
This is a great looking wood burning…
This is a great looking wood burning stove that operates at a very high level of efficiency and is easy to operate. Good range to choose from and all meet latest DEFRA clean air requirements. Roll on the burning season!
August 11, 2023
Unprompted review
Reply from Charlton and Jenrick
Hi Stuart,
Thank you for taking the time to leave a review.
We are pleased to see you are enjoying your new stove, and all the efficiency benefits that come with it!
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