Colwyn Fireplace Centre Ltd

I’ve always supported local businesses where I can and expected individual service as promised but I am really disappointed in the lack of customer service I’ve received after I had my gas fire fitted. It has continually needed repair over the last three years. Despite the 5 year guarantee I have had to pay for the majority of replacement parts and paid for various engineer visits. The fire is a Charlton & Jenrick and still does not work. I have been telephoning weekly since October for parts and an engineer to fix. C&J say it is too far for their engineer to travel. Apparently priority for Charlton & Jenrick and Colwyn Fireplace is to fit new fires and Colwyn Fireplace Centre say “I should not be reliant on a gas fire for a source of heat”. My partner was diagnosed with cancer earlier this year and since November his cancer has been classed as aggressive, despite me saying this, we are not a priority. Colwyn Fireplace centre promised me the fire would be repaired before they closed for Christmas. They still have not contacted me and I have a gas fire not working with boxes of parts to be fitted. Colwyn Fireplace told me that it was not a quick job, possibly four hours so it was difficult to get an engineer with that amount of spare time. We need this repairing before my partners operation early January. Shocking customer service. Added to initial review following company response: ‘The engineer did not have to visit you “but had sympathy with your situation”,’ I had to pay for the engineers to come out and pay for various parts under the parts warranty which was misleading. This fire was faulty under warranty which states the purchaser has to contact the manufacturer in the first instance for the parts covered by the warranty. I’ve followed all procedures as stated under the warranty conditions and I am between seller and manufacturer. I will therefore follow this up in January 2021. Thank you.

We had CFC to remove our existing solid fuel fire and surrounding fireplace and fit in its place a new electric fire with new marble fireplace and surround and we are very pleased with the final result. They did have a problem with an existing oak beam above the fire surround, but after discussing it with us we agreed to have it lifted slightly and the guys made a better job of it than the original beam fitters did. I only have one small complaint - The existing hearth had a solid concrete base which had to be removed and this caused a lot of dust and although the guys covered some of the furniture and carpets etc., they didn't have enough sheets to do all of the room which did leave us with a lot of dust for us to clean up. Summary: Would we use CCF again, yes we would!

Great service from Richard and the team. We took a risk ordering during lockdown so hadn’t actually seen the fireplace in person until after we had placed the order 🤦‍♀️ However Richard was great, listened to what we were looking for, and took the time to hand deliver receipts and a booklet to make sure we had full information available. The team that were provided for the installation were fantastic, they were tidy, and got the job done in a very professional manner. Thank you Richard and Steven.

I am really pleased with both the fireplace and its fitting. No mess no fuss, just a couple of hours work. Fireplace looks amazing. Would recommend the Fireplace Centre and having them fit it.

Great value and service would highly recommend superb