Crystalfires Reviews 4

I paid over £2000 for
Tulsa XL fire and after the year after the warranty ended crystal fires refused to come out as its too far i live in the North East
Even in the first year we called them out twice the battrey box inside the fire had melted !!! A fire hazard !!!! Second time the flame on the fire at maximum was really low not high at all which they said was normal !!! Nothing they could do
But after a year it stopped working when I called they said they couldn't come so called a few local gas repair companies and they all refused to fix as its classed as a specialist fire so most local people wouldn't touch all asked me to contact crystal fires and after numerous rejections saying they wouldn't come out so far so why sell them nationwide!!!!
And paying £2000 for a fire to breakdown and this many issues within the first year and after a year to be told no1 can do anything so resulting in me having to rip it out after a year and replace so I would Not recommend the Tulsa XL fire or the customer service from crystal fires i wouldn't give even 1 star if I had the choice !!!!!

I am beyond frustrated with the service—or lack thereof—from Crystal Fires. I purchased a supposedly premium fire expecting a 5-year guarantee, only to find out that the warranty is a complete minefield of hidden terms and conditions.
To keep the warranty valid, they demand annual services and mandatory part replacements (like the ODS) at the customer’s expense Even with these met, when my TASC ignition system failed, they were impossible to reach I spent weeks trying to get through to their team in Liverpool just to be told that they don’t cover the labour or travel costs for their own faulty components.
The build quality does not justify the price when the manufacturer takes zero responsibility for defects. They are quick to take your money but completely ghost you when you need a repair. I strongly advise anyone looking for a reliable fireplace to avoid Crystal Fires and choose a manufacturer that actually values its customers.

Reliability Poor , Service Poor, Back up Poor. Avoid these fire or you'll regret your expensive Purchase.

Michael Roe

Really pleased with our Crystal fire , it’s the second one we’ve owned , well made and great backup too . Highly recommended