I was asking imaginefire support team about a replacement closer tool that I lost in our house move and asked how I could add it to my biofuel order? I was advised they will include that free of charg... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Wow. This makes out toom so cozy ! It’s great. Simply a Va lovely focal point which is so much easier and cheaper and environmentally friendlier than getting wood burner. Heat is just right for o... See more
Company replied
Have always bought our fuel from this company Might be more expensive than elsewhere - haven't checked in too much detail as trust that their fuel keeps our fire in good service Excellent delivery... See more
Company replied
Amazing company. Exceptional & faultless customer service. Brenda and team were so helpful with changing our order from the Burford Stove to the Howarth. This was processed and delivered within 5 day... See more
Company replied
Company details
Information provided by various external sources
At ImaginFires we exclusively design and manufacture stylish Bio Ethanol fireplaces. Whether you require a contemporary or more traditional style fireplace, we have the solution for you. Our fireplaces are all compliant with the European Standard EN/BS 16647 and come with a one year warranty and free delivery as standard.
Contact info
20-22 Wenlock Rd, N1 7GU, London, United Kingdom
- 01443 203994
- support@imaginfires.com
- www.imaginfires.co.uk
4.7
Excellent
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Reply from Imaginfires
Thank you for the 5 star.
Ordered this fire not disappointed it’s…
Ordered this fire not disappointed it’s lovely easy to put together . Looks lovely like real fire .
February 11, 2026
Reply from Imaginfires
Thank you.
Reply from Imaginfires
Apologies for the wait as the Bredon was on a pre order. Happy to hear you are loving the fire.
Reply from Imaginfires
Thank you for the 5 star.
Bio ethanol fire
First had our fire delivered and noticed a dent on the side. Rang customer service very helpful. Organised a replacement asap. Now have it all set up with a flue. Absolutely delighted with it. 2 years contemplating about buying one. Wish we done it sooner. Fantastic company to deal with
February 9, 2026
Unprompted review
Reply from Imaginfires
We are delighted we were able to solve your problem quickly and you are loving your fire. Thank you for a lovely review.
Reply from Imaginfires
Happy to hear you are enjoying our scented fuel.
I was informed that my fire was to be…
I was informed that my fire was to be delivered on the Wednesday and it arrived on time .not had it on yet but it looks nice in the position i wanted it
January 28, 2026
Reply from Imaginfires
Love hearing the delivery was quick and easy.
Ordered and was down as in stock
Ordered and was down as in stock, it then turned up 3 months later.
Opened it and the lid is bent and battered, literally fuming in all honesty.
They blatantly ship directly from China with no holding place in the UK as the address is an apartment in London.
Total waste of my time and I wish I'd gone with a different company.
February 11, 2026
Unprompted review
Reply from Imaginfires
Hi Mick,
We’re sorry to hear that you remain dissatisfied following our email exchange earlier today.
To clarify, the item was clearly listed as pre-order when your order was placed, along with the estimated dispatch timeframe on the product page. It was not advertised as in stock, and the delivery period reflected the pre-order status.
After you contacted us this afternoon, we responded promptly and offered a partial refund if you were happy to keep the fireplace with the damage. When you advised that you would prefer a replacement, we immediately arranged this, including collection of the damaged unit this Friday.
Should you prefer not to receive a replacement, we can instead arrange collection and issue a full refund.
Reply from Imaginfires
We’re so glad we could listen to your concerns and get everything sorted for you. Your satisfaction is our top priority
No show of goods
Would love to be able to write a review. Alas i still have not received my stove and have not had any response from either your company or the delivery company as to when it might arrive.
Please respond urgently!
January 16, 2026
Reply from Imaginfires
Apologies for the Trustpilot review request, they do not allow for back orders sorry.
Good news our new stock has arrived in our warehouse. Your order should be with you by the end of this week beginning of next week at the latest.
Great online ordering system and fast…
Great online ordering system and fast delivery.
January 20, 2026
Reply from Imaginfires
We love hearing ordering was easy and smooth delivery.
Lovely fireplace
Lovely fireplace, looks better in place then the picture. Was delivered nice and quick.
Only reason I didn't give a 5 star is I did ask about restock of ceramic logs or the pebbles and did not receive a reply, but got them on amazon.
Fab deal with the fuel being FOC.
January 26, 2026
Reply from Imaginfires
We're thrilled you love your new fireplace and that it arrived so quickly. Please accept our sincerest apologies for missing your restock enquiry—this isn't our usual standard, and we'll be looking into it. We're glad you enjoyed the fuel deal and hope to see you again soon!"
an idea
the Howden body could do with a pair of rrecessed finger holds near the top to aid moving it
January 23, 2026
Reply from Imaginfires
Thank you for your review I will pass your comments onto the team.
My fire was delivered before expected…
My fire was delivered before expected date and well packaged. I did not receive the free fuel. One email and this was resolved the next day. The fire is very good quality and looks amazing! I would highly recommend this company.
February 3, 2026
Unprompted review
Reply from Imaginfires
Happy to hear we were able to resolve the missing fuel quickly and you are enjoying your fire.
Brilliant customer service
Brilliant customer service. Had my fire for 5 years now and required a fuel box change. Customer service was great!
January 19, 2026
Reply from Imaginfires
Glad we were able to solve the problem for you quickly.
Reply from Imaginfires
Thank you for the 5 star.
Consistent good service for a repeat customer
I have had a bioethanol fire for about 7 years. It was supplied by Imaginfires and continues to give hreat pleasure (as well as heat). I only intermittently need to renew my stock of fuel, but each time I do the service is quick and efficient. As a repeat customer it is gratifying to be treated with such consistent good service
January 12, 2026
Reply from Imaginfires
Thank you for your continued support we really appreciate it.
Maintaining the flame.
I order my supply of fuel,and the communication from Imagine fires is always excellent,letting me know when my dilivery will be made.
January 12, 2026
Reply from Imaginfires
Thank you for your feedback. We're delighted everything went smoothly from order to delivery.
Fast delivery and great customer…
Fast delivery and great customer service when i needed it. We were recommended Imaginfires from a friend. They did not disappoint. I would highly recommend then. Love our fire.
January 14, 2026
Reply from Imaginfires
We appreciate your feedback. It’s wonderful to know we lived up to your friend's recommendation. We take great pride in our service and are glad you’re enjoying your Hampton fire.
Reply from Imaginfires
Thank you for 5 star.
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