West Country Fires Reviews 

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

From the moment I purchased my gas fire I have received excellent service from West Country Fires. Any queries I have had have been dealt with quickly and satisfactorily. I would definitely recommend this company.

Great price, fantastic communication, really prompt delivery. Couldn't be happier with the service.

Myself and my wife are building a chalet in France and after doing our research, had decided on installing a Stovax Studio Air 1 Woodburner. To buy in France was expensive so found WCF online (based in Hants, UK) and gave them a call to discuss about purchasing from them. Straight from the start, the advice and willingness to help us with logistics and keep the woodburner in their warehouse until we return to the UK to collect our belongings was excellent. The price of the woodburner was also the best we could find by quite a significant amount so really happy.
We've had a few delays with our build and the predicted time to have the woodburner installed but WCF have been very patient, with no pressure to hurry up.
I've read some poor reviews for WCF on this site, but I can honestly say that Dannii (and the team) have been brilliant, and I would highly recommend to anyone looking for a great price and service.

Still waiting to be refunded the extra fee we were charged for shipping an additional item that wasn't in stock when we placed our order on 03/08, the item was supposed to follow shortly after this but was cancelled by them 3 weeks later. We have received a refund for the item but not the carriage. 28/08/23

Poor after Sales Service

We bought a Belfires fire from them in 2018. It was satisfactorily installed and initially worked well., and at that stage we had no complaints.

However it stopped working earlier this year and I contacted them twice. Each time they said that it was out of guarantee and they no longer sold these fires. I said I wasn't trying to claim on guarantee and I wanted to get it fixed and pay for that.

The person I spoke to was not willing to help in any way. He could not or would not tell me who now sold these fires and could not or would not suggest an engineer who might be able to help.

His response was abrupt to the point of rudeness. I pointed out that as suppliers of the product they had a responsibility to be helpful but he made it clear that he didn't agree.

On the credit side, within hours of my first report being published on Trustpilot the managing director of the company telephoned me to ask for further details and to give a sincere apology for my experience. I understand that the person to whom I originally spoke no longer works for the company, so it is quite possible that mine was not a typical experience for customers of this company.

A wonderful company, from start to finish. All the staff are polite & friendly. On the day they worked cleanly with dust sheets, kept me informed on each decision that needed to be made and the instructions were clear. Thank you very much West Country Fires.

Fantastic customer service, great gas stove fire at most competitive price! 5 star indeed.

I can't praise this company enough.
I had a builder coming to cut out my chimney breast to size. West country fires prioritised my delivery, to make sure I had the fire in time.
The price of the fire was the cheapest I found online, also.
Excellent service and communication!

Excellent customer service throughout the process, fire was carefully packed and promptly delivered, and price was much cheaper than from local retailers. Would definitely recommend.

I visited the showroom in Totton where I was given exemplary service from start to finish.

I was after a fire for a media wall, after a few questions I went with a British Fires New Forest which really sealed the deal and is of excellent quality.

West Country fires were able to deliver the fire to me within a week of placing my order. Everyone I dealt with was both extremely friendly and highly professional.

Would happily and highly recommend.

Excellent service. thank you for sorting out my mistake.
I would highly recommend you.

Many thanks

Was very impressed with the helpful and knowledgeable staff. A very professional service.

I called West Country Fire to place an order for an expensive electric fireplace. I explained that the fireplace was on offer for less elsewhere but I liked their customer service and they offered logs that were not available from their competitors. I asked to price match the fireplace and I was told this was not possible. I placed the order and 1 week later they dropped the price to that of their competitors. I called back to see if they would refund the difference since I had originally asked for the lower price and they refused. Very disappointing.

Lovely range of fires for all tastes and fantastic service from the young lady as she explained how they work and what’s involved. We followed up with providing wider info on email on our current set up as requested so they could establish what options we have. The lady called me back and said they have no engineers available, the one they have is on long term sick as of that week. She said she would call me back after speaking to her manager but this didn’t happen. I can only assume from the silence that they have no other engineers in their company and so we have found another local company who have been able to help us and we are really pleased with everything.

The service I've received from West Country Fires has been really impressive. They responded very quickly to all communications and were really friendly and helpful.

Excellent service .. very prompt friendly and efficient ... Great price and an fantastic delivery service ... all purchased and delivered within 3 days to my home 275 miles up north .. free delivery ... thank you Jackie for keeping us fully informed

We were delighted at the service and level of assistance in helping us make our choice of wood burning stove. Went with an Arundel XL. Speedy delivery too. Nothing too much trouble. Would thoroughly recommend

Southampton was the last place I would have thought I would have bought a fireplace, when living in North Berwick, Scotland……until I discovered West Country Fires!! From the moment I phoned them, having visited their website, Dannii could not have been more helpful. A complex issue, looking for a fire to suit a class 2 pre-cast flue, Dannii’s advice and knowledge was excellent but, if she didn’t know the answer, would ask her technical team and respond in a timely manner. It’s taken 3-months for my project to come to fruition, but WCF have been there to answer questions throughout and, having recently purchased the fire at a very competitive price, I have full confidence that it will arrive on time. Thank you West Country Fires!

Poor aftercare service and goods that don't last.

We were recommended to West Country Fires by a friend, however, unfortunately our experience after the installation has been very poor. Their MD washes hands of customers and passes it to his customer services manager who just refers it back to the MD. The fire itself kept putting itself out and filling the room with the smell of gas, we were left with a whole winter of not being able to use the fire then after 2 years the surround failed, splitting in numerous places and then we were left with a gaping hole in the wall and us having to 'prop up' the heavy slate slips with a chair for nearly 2 months whilst they argued with the supplier. They then came back saying they would pay to have the surround reinstalled (it was taken away at their request) but we would have to pay half the cost of a new surround. So they have us over a barrel, they have our surround and to have it back we need to pay £50.