West Country Fires Reviews 83

Excellent customer service could have gone to a lot of businesses more near to where we live but Danni and her colleagues were so helpful sending videos and keeping in contact it made us very confident to deal with them and we were not disappointed very welcoming atmosphere in show room and excellent professional advice
Thankyou so much for all your help and making it such a pleasure to deal with you
Highly recommend 🤗

I purchased an electric fireplace from this company at the end of November 2025, costing £600. I chose to buy from them because the majority of reviews were positive, and while there were a few negative ones, I accepted that no company is perfect.

The fireplace was installed the same day it arrived by a professional fitter who was completing my media wall. As soon as I got home after the installation, I immediately noticed that the edges of the fireplace frame were bowed and bent outwards. This is not something that could have been caused by the fitter — it was clearly delivered in this condition.

I took photographs straight away and emailed the company. To my surprise, I received a response the very next day (a Saturday) from Jackie, who apologised for the issue and reassured me she would do her best to help. Initially, communication was good. I completed a form she sent, which was then passed on to the manufacturer, and I was told the manufacturer would be in touch directly.

Since then, things have gone downhill. I have chased both Jackie and the manufacturer multiple times with very little response. I was told delays were due to the holiday season and that a visit would be arranged after 5th January. Despite repeated follow-ups since then, communication has now completely stopped.

At this point, I have had no resolution, no visit, and no meaningful updates. I have now had to raise the matter with my credit card provider to resolve the issue directly with the retailer.

It’s important to note that my contract is with the retailer, not the manufacturer. It is the retailer’s responsibility to resolve fa

Absolutely first class experience with West Country Fires. They even replied to my emails over the Christmas and New Year period. They went over and above to help me with my order both before placing it and afterwards. This company absolutely has it spot on. I highly recommend them. Thank you to all the staff I dealt with. I will definitely use you again.

I had already purchased a Halo 4kw Black Addition fire from West Country Fires and was delighted with the whole experience from ordering to delivery. When my son and family saw the fire they fell in love with it and decided immediately that they wanted a media wall with the same fire. He could not believe how realistic the flames were and the logs. I called West Country Fires again to order another one and Dannii and Vicky have once again gone the extra mile with the service I received.

I bought a stove and it became faulty just after the 1 year warranty. West Country Fires are being so helpful in trying to get this sorted for me. It's so refreshing to deal with a company on the side of the customer.

Jackie at West Country Fires was very helpful when we were choosing our new fire.
We had a few days to think about it after seeing the different models in the showroom and she took our order over the phone. Very easy.
She called once the fire was in stock from the manufacturer so we could go and collect. Delivery was also an option.
Overall a great showroom with helpful sales staff and good service. Thanks.

From the moment I placed my order, I was impressed by the exceptional customer service. Initially, I ordered a fire that turned out to be on back order. However, the next day, I received an email and a message from Jackie, informing me that the fire wouldn’t be available for about a month.

I spoke to Jackie and explained that I needed it sooner. To accommodate my request, Jackie asked me what I needed it for and the size of the TV I wanted it under. I chose an alternative fire from the suggestions Jackie provided.

As a token of appreciation, Jackie honoured the free gift (Amazon Alexa) that came with the original fire with the second one. Jackie promised to have it sent out on Monday, and as promised, it arrived first thing at 7:30 the next day, ready for the project I had a tradesman booked for.

In addition to the timely delivery, Jackie also sent me an email reminding me to register the warranty with the manufacturer. The email included instructions and a web link to the manufacturer’s site.

Overall, I couldn’t ask for better customer service. In this day and age, it’s truly refreshing to receive such personalised service, especially when ordering online from the other side of the country. I highly recommend this company to anyone looking for reliable and attentive customer service.

I bought gas fire stove and return with in 14 day, company hold unlawfuly 33% of my total payment .I submit a claim to court and WestCountryFire lost.They payed me money back and all expenses .Claim number K8QZ29EX.Stay away unfair and unlawful firm.

The team as west country fires were very amenable, easy to deal with ,very informative and really helpful advising on best delivery options and updates of order, no prompts required when any issues arose, very good service, thanks to all involved.

Excellent and professional company providing great service from placing my order to delivering the product and resolving a minor issue immediately. Would certainly use them again.

Highly competitive pricing. Easy to use and navigate website. Fantastic customer service. Kept me up to date every step of the way.

Best price . Fabulous customer service . Kept informed on progress of order . Delivery good. Fire not fitted yet . Thank you West Country Fires.

Asked for advice on a common wood burner part, the lady wouldn't give advice as they hadn't supplied it. Colleagues looked on from the office, couldn't care less.

I ordered the supply and fit of a Di Lusso wood burner. The service from start to finish (survey to installation) has been exemplary. Communication prior to installation was good and Stu who fitted the wood burner did a fantastic job. His work is of a high standard with every thing fitted millimeter perfect and great care taken to get everything exactly right. There was one fitting that needed to be ordered owing to the pitch of the ceiling but Stu arrived at the end of the day to fit this. Everything was left clean and tidy afterwards and even the log supply company West Country Fires recommended were able to supply before Christmas with logs packed tightly together on the pallet. I am extremely happy with my wood burner it is a welcome feature and I wouldn't hesitate to recommend West Country Fires to anyone considering installing a wood burner. Thank you

This is such a good company. I’ve had several problems getting an AGA gas stove but there was a girl called Lucinda at West Country fires who dealt with everything no problem!! Then two more - Dannii and Vicki showed the same genuine concern when we had a further problem and readily responded so that our worries were calmed! What brilliant customer care!! Thankyou. Jenny x

Asked for a quote for wood burner a week ago and not so much as even a reply. Spoke on the phone to explain what was needed, told they would email quote and nothing. Obviously not that interested. Wouldn’t recommend

Great service, fire is lovely, great addition to the house and will enjoy getting tucked up by the fire over Christmas.
Stu fitted for us and was very professional, did a great job and left the place nice and tidy.

many thanks

Excellent service with extremely friendly staff who go above and beyond. Many thanks

All enquiries with this company were dealt with very professionally. Dannii was our initial contact and she had an excellent depth of knowledge regarding the products.
The fire we purchased was very good quality and looks great.
Delivery was prompt and arrived earlier than expected.
Thank you for the teams excellent customer service.
N. Raimondi

Fantastic service our fire arrived within 24 hours, the staff are friendly polite and knowledgeable. Highly recommend to anyone looking for a fireplace!