British Fires Ltd Reviews 29

Paid extra for a Black Edition, 650 new forest, it was supposed to be black non-reflective back panel, but what we got, well its hard to beleave it would be any more reflective if it was bathroom mirror. After more hassle than it should of been i did get a replacement back panel which is fine, but it should not of been so hard to get it fixed

BLACK EDITION - BE WARNED.
Purchased this fire as they seemed to be a premium fire and customer service also came across great.

THE BIG ISSUE for me is that when the top orange glow lights are on there is a HORRIBLE reflection from those orange lights off the black glass at the back of the fire which makes the fire look cheap!

I raised this issue with customer services, in all fairness they sent an engineer out. The engineer said he could definitely see the issue and o shown him a way they could stop that reflection with a deflector. Engineer said he would raise this issue and the team would look at fabricating a solution within a few weeks.
well its been SIX MONTHS of me asking via email now and NOTHING. last response was that they are in peak season and they have been busy. I feel at this point they are now just stringing me along, really disappointed

Bought the 1200 forest fire nearly 3 yrs ago and have been extremely please with it
Had a small warranty issue last week which was fixed quickly
The parts which were replaced have a further 1 yrs warranty
The process of the warranty was the best I have ever seen and could not be faulted from start to finish
Their engineer was excellent prompt tidy and helpful
If more companies took their approach what a better world we would live in

Hinton Stove
Arrived with a broken leg , no logs or power pack .
Returned and will check out alternative manufacturers.

If only 25% of companies delivered this sort of support, life would be so much sweeter.

I had Phil, the engineer call at my property yesterday and I can honestly say, what a great guy he is! He totally respected my property fixed the small issue I had instantly an even cleans up afterwards. British fires is a great product and the level of service is exemplary.

Excellence service from both your agents very helpful knew what I wanted with controls on the side.
Where as Screw fix were not helpful they did not even offer to order controls on the side they just didn't know it was possible. I ordered direct no problem.

First class fire , First class service !
Purchased New forest 1900 in 2023, Really pleased with quality, The flame effect is the best !
Recently I could hear a slight clicking noise (only when there was no background noise )
Contacted via there WhatsApp , From the point of contact to the service engineer we were kept updated ( Phil the service engineer very professional and polite) So remember it’s not just the product ,It’s the people behind the product .

We bought a fire from British Fires 3 years ago and have been very happy indeed with it. It's well made, very stylish and practical. I just tried to turn it on and it didn't work. Very surprised, I called customer service - the phone was answered quickly, and the problem quickly identified: it turns out I had mistakenly pressed the Off button by mistake when cleaning it over the summer. Problem solved! I felt very reassured that someone had answered the call quickly, and was knowledgeable, so we could quickly sort out the issue. I'd recommend purchasing from this company without reservation... great products and great customer service!

I found dealing with British Fires ( Focalpoint Fires ) were quick to respond to my 2 yr old fire not working. Within a week they dealt with problem and sent me a new replacement fire. Excellent Customer Service

We purchased the fire over five years ago and have been more than pleased with it. We had a small problem with the thermostat which was dealt with promptly and efficiently. Would not hesitate to recommend this company.

What a superb service from this company. From order to delivery to an engineer call out. They are so professional and customer focussed. The fires are beautiful and of the highest quality.

We visited the showroom and had top class service from James even an offer of coffee. He was so polite and nothing was too much trouble . Even delivery was quick . I phoned the day before changing my my about the front of it and was switched with no trouble. Most beautiful electric Sway Elegance fire. Thankyou so much . I'd thoroughly recommend this wonderful business.

We bought an Efofire which is excellent but the ignition generator failed so I contacted British Fires to expedite a repair under the warranty. Andrew at the Company was very helpful in arranging immediate delivery of the part and allowed me to commission my own service engineer to install it although they would have sent an engineer if required. The Company did everything necessary in a timely manner. I have no hesitation in recommending this Company for their products and after sales support. Thanks and in particular thanks Andrew.

A brilliant company with excellent, incredibly realistic fires. Their after-sales customer service is also outstanding.

If you are thinking of buying a high quality, realistic, electric fire for your media wall then you will not regret choosing the New Forest Black Edition by British Fires. We absolutely love ours.

Installed 1900 New Forest Fire with upgrade to Black Edition + anti reflective glass cost £1360 above standard as wanted the anti reflective view but it is like looking in a mirror. Spoken to James.H as British fires who has confirmed it has been installed correctly from video sent and stated that’s it. Requested a refund on reflective upgrade but rejected. Very unhelpful customer service and false advertising. Save money and buy else where. Extremely disappointing customer service

First class product. High quality manufacturing. Looks amazing. AR Glass makes a huge difference - definite add on! Air curtain technology in the New Forest 1600 generates significantly more heat than our old gas fire and is so quiet. Unfortunate damage during delivery to the “black glass” but there was world class, personal service provided to rectify at pace. As I always say, anyone can sell the product, the quality comes in after sales service. The 5 year warranty gives great piece of mind. Highly recommended product and company.

We bought an electric fireplace from British Fires Ltd. Until it was installed, we found that the high pitch noise generated by the fan was unusual. We reported this issue to the company, and they arranged a visit for investigation and replacement within 2 weeks. When the engineer came, he replaced the fan of the fireplace and solved the problem quickly. He cleaned up the fireplace and shared with us the best use of this fireplace. The after-sale service is excellent! I would recommend this company to everyone!

Engineer who came out to fix my fire was fantastic. Thank you

Top quality fire and great after service from Andrew and the engineer Phil. Would highly recommend if you’re looking for a modern luxury feel in your home.