Appalling customer service. When relaying genuine concerns about our customer experience and their dealer network the interaction we had via email from ‘Nicholas Chesney’ in correspondence we received... Toon meer
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Really helpful in providing parts for an obsolete Chesney Heat 500. Wish they still made them - I'd replace when it eventually dies in a heartbeat. Hopefully it will keep going, it's certainly built t... Toon meer
Bedrijf heeft geantwoord
Fantastic customer service. We needed some information about one of Chesneys' stoves. I had a lovely telephone conversation with their costumer services agent Rehmana. She was incredibly helpful, even... Toon meer
Bedrijf heeft geantwoord
Chesneys fireplaces and the company itself are first class in every way. We couldn’t recommend them high enough. Stuart at the Nottingham HQ has bent over backwards to help us, he is a credit to the... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
Chesneys is one of the UK’s leading suppliers of luxury fireplaces, stoves and outdoor living products. We are an entrepreneurial British family business, built on 35 years of anticipating the needs of our discerning customers and adhering to the highest standards of design, functionality, workmanship and service. We believe in the fusion of traditional and modern design and manufacturing techniques. Everything we make; be it our period and contemporary fireplaces, our climate-friendly stoves and outdoor heaters or our post-tensioned staircases, is driven by this principle. Whether it is our skilled artisans carving marble for a chimneypiece or our in-house Research & Development team testing our latest stoves for eco-design 2022 approval, they are all focussed on the right way to deliver timeless quality, combined with cutting-edge innovation. We express this commitment to excellence with this simple set of day-to-day principles: Quality: ‘Good enough’ isn’t good enough, we must aim for perfection. Beauty: We focus on design, materials, detail and a finish to make the heart sing. Engineering: We manufacture cutting-edge, durable products, that work brilliantly. Inventive: We are always seeking new ways to do things better. Service: We know our customers have a choice, so we deliver a service, second to none. Responsible: We know there is only one planet and we aim to look after it.
Contactgegevens
194-202 Battersea Park Road, SW11 4ND, London, Verenigd Koninkrijk
- 020 7627 1410
- sales@chesneys.co.uk
- www.chesneys.co.uk
4,3
Uitstekend
244 reviews
Heeft 66% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
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Appalling customer service
Appalling customer service. When relaying genuine concerns about our customer experience and their dealer network the interaction we had via email from ‘Nicholas Chesney’ in correspondence we received was that of someone wholly disinterested and dismissive. Smacks of a company clinging onto a name and reputation that once carried some prestige and weight. Marble surround supplied is dull, of no particular quality and not at all polished. Regret the entire experience. Beware dealers ‘personally approved’ by ‘Mr Chesney’.
31 maart 2026
Review zonder uitnodiging
Really helpful in providing parts for…
Really helpful in providing parts for an obsolete Chesney Heat 500. Wish they still made them - I'd replace when it eventually dies in a heartbeat. Hopefully it will keep going, it's certainly built to last.
20 april 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Chris,
Thank you for your wonderful review.
It is nice to read you are still enjoying your Chesney's Heat 500 after so many years! We’re delighted we could help with the parts you needed and hope it lasts for many more years to come.
Kind regards,
The Chesneys Team
Outstanding service and customer support.
I don't normally review services but in this case I feel I must compliment Chesney Fires for their absolutely outstanding work. I purchased an older, second hand Chesney's Alchemy RB1000 ribbon burner bioethanol fire second hand here in Scotland. The fire was an older version - I think quite a few(at least) years old and well used. Initially it was working great but developed a fault. Although clearly well out of any warranty, I contacted Chesney Fires directly in London for advice. They were happy and able to offer both a diagnostic test and, following the outcome, a full repair service on their product. They assisted me in the transportation process and kept me informed of the progress. I now have my wonderful fire back home and fully functioning at a very reasonable cost. I cannot praise their conscientious customer service enough- especially considering I bought a second hand unit. Well done Chesney Fires! Thanks to Nicholas, Nigel and the team.
24 maart 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Kenneth,
Thank you for your lovely review.
We’re absolutely delighted to hear that you’re enjoying your Alchemy RB1000 again and that we were able to get everything back up and running for you.
Very pleased you were well looked after with the repair and transport arrangements.
I’ll be sure to pass your thanks and compliments to Nicholas, Nigel, and the rest of the team!
Enjoy your fire!
Kind regards,
The Chesneys Team
Fantastic customer service
Fantastic customer service. We needed some information about one of Chesneys' stoves. I had a lovely telephone conversation with their costumer services agent Rehmana. She was incredibly helpful, even though we acquired the stove second hand so weren't registered customers. The quality of the stove itself is superb too. Really recommend Chesneys if you're looking for a stove to keep you warm and cosy either indoors or outdoors!
10 maart 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Catherine,
Thank you so much for your lovely review!
We are really pleased we were able to assist you and provide all the information you need for your stove.
Thank you for your kind comments, it is much appreciated.
If we can assist you again in the future, please do get in touch.
Enjoy your Chesneys Stove!
Kind regards,
Rehmana & The Chesneys Team.
Great customer service
Really helpful call with Rehmana who suggested some solutions but ended up ordering new parts - so helpful and responsive - process very straightforward, great communication and delivery on time - if only other companies were so customer friendly!
6 maart 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Mike,
Thank you for your wonderful review!
I am really glad we could help and that you found our services straightforward.
If there is anything we can help with in future, please do reach out to us directly.
Thank you.
Kind regards,
Rehmana & The Chesneys Team
Uniquely wonderful
Uniquely wonderful, personal, unerringly swift and supremely helpful service around a fantastic product offering; an absolute rarity these days, and Chesney’s are consistently confidence- inspiring.
24 februari 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Will,
Thank you so much for your lovely review!
It was an absolute pleasure to assist you, and I’m delighted we have left you with a great experience
At Chesney’s, we take great pride in offering thoughtful, personal guidance alongside our product range, so I’m very pleased that this was reflected in your kind comments.
If you need anything else, please get back in touch.
Kind regards,
Rehmana & The Chesneys Team
Great Service
Great Service
Managed to order the parts for my Stove very easily, which were in stock and dispatched within a day.
Great customer service from Rehmana, thank you for your help.
20 februari 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Stuart,
Thank you for your kind review! You are most welcome.
We are glad to hear that ordering the parts for your stove was straightforward and dispatched quickly.
Thank you again for choosing Chesneys, and we hope to assist you again in the future.
Kind regards,
Rehmana & The Chesneys Team.
Rehmana Hussain
Rehmana Hussain, provided excellent customer service. He really knows his product and sent me a link to the spare part I needed.
11 februari 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Neil,
Thank you for your kind review!
I am really glad that we could help you with the spare parts and point you in the right direction.
If you need anything else, please get back in touch and we will be happy to assist.
Kind regards,
Rehmana & The Chesneys Team
Wonderful Service - very pleased with new woodburner
I had my woodburning stove installed this week which involved opening up a long closed chimney - a wonderful completely painless service from start to finish from Chesneys and both chimney sweep and the installer were incredibly efficient, lovely, professional and left the place immaculately. Recommend wholeheartedly!
2 februari 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear Hayley,
Many thanks for your kind words. We’re very pleased to hear the installation was seamless and that the team worked with such care and professionalism.
Your comments will be passed on, and we hope you enjoy your stove for many years to come!
Kind regards,
Rehmana and The Chesneys Team
Fantastic service and incredible…
Fantastic service and incredible craftsmanship. Really happy with my wood burning stove. So glad i found a brand that actually cares
2 februari 2026
Review zonder uitnodiging
Antwoord van Chesneys
Good afternoon,
Thank you so much for your lovely feedback!
We’re delighted to hear how pleased you are with your stove and our craftsmanship.
It really means a great deal to us to know our passion for quality and care comes through. Thank you for choosing Chesneys – we hope you enjoy many years of warmth ahead.
Kind regards,
Rehmana and The Chesneys Team
Great experience dealing with Chesney’s…
Great experience dealing with Chesney’s customer service had a fault on my bioethanol fire, problem identified and spare part sent… up and working perfectly! Well done!
12 januari 2026
Review zonder uitnodiging
Antwoord van Chesneys
Dear David,
Thank you for sharing your positive feedback with us.
Great to read we provided a solution to the problem you were experiencing.
If you ever need anything else, please feel free to get in touch!
Kind regards,
Rehmana & The Chesneys Team
Technical Support
It took a while to get through to anyone , and the initial person was not helpful. However, once I was put through to the right person they were super helpful and knew how to help. Problem sorted easily. it's worth persevering to get through to the right person!
20 november 2025
Review zonder uitnodiging
Antwoord van Chesneys
Dear Hannah,
Thank you for sharing your feedback with us.
We're sorry to hear that it took a little longer than expected to get in touch with the right person and we truly appreciate your patience.
We're glad to know that once you connected with the right team member, your issue was resolved smoothly.
Thanks again for your understanding, if there is anything else we can assist with please do get back in touch!
Kind regards,
Rehmana & The Chesneys Team
Fireplace register grate rusting within months
We bought a Campbell register grate and Flitcroft fireplace at a cost of nearly 10k. Initially we were told that the register grate would take 14 to 16 weeks. We actually had to wait 7 months. Within two months of installing the fireplace, the register grate is rusting quite badly. Obviously it is cheap steal from China and not stainless steel. Avoid this company that just imports cheap goods.
18 november 2025
Review zonder uitnodiging
Antwoord van Chesneys
Dear Mr Jones,
Further to my email to you yesterday I just wanted to follow up on a couple of points.
The Campbell register grate is fabricated from mild steel and just to be clear, we don’t suggest anywhere that we are using stainless steel.
We sell mild steel products without any issues, and they don’t rust unless they are cleaned using water or left in a damp unheated environment for a prolonged period, which I am sure was not the case in your property. This something that we draw attention to in the manual relating to these products as contact with water will lead to rust appearing.
As I said in my email to you yesterday, if you can provide us with photographs of the rusting, our metal worker can look at it, and we may be able to advise remedial works to address the problem.
I acknowledge that there was a delay in delivering the grate to you and would once again take the opportunity to apologise for this.
We work hard to meet the timelines that we give to our customers but in this instance I’m afraid that we fell short.
Please let me know if we can be of any further assistance.
Thank you.
Kind regards,
Nicholas & The Chesneys Team
World class service delivery
I don’t often leave reviews, but the exceptional service I received from Chesneys—especially from their employee, Rehmana—deserves recognition. What started as a potential issue with my order quickly turned into one of the best customer service experiences I’ve had in a long time.
Not only was the problem resolved, but the entire experience left me feeling valued as a customer. Chesneys is lucky to have someone like Rehmana on their team—she transformed what could have been a hassle into a shining example of how customer care should be done.
11 november 2025
Review zonder uitnodiging
Antwoord van Chesneys
Dear Martin
Thank you for your incredibly kind words!
I am so glad I could help and transform the situation into a wonderful experience and left you feeling valued, that’s exactly our aim.
I’ll be sure to pass your kind words along to the team as well! We’re grateful for customers like you, and if you ever need anything in the future, feel free to reach out to me directly, I’m always happy to help.
Thanks a lot Martin
Kind regards,
Rehmana & The Chesneys Team
Customer service is absolutely first…
Customer service is absolutely first rate. Knowledgeable and very responsive. Very happy with my gas stove too after four years regular service. Highly recommended.
Stuart knows his product inside out and was brilliant.
9 oktober 2025
Review zonder uitnodiging
Customer Services
Customer Services technical were most helpful today solving our problem where the Log Fender had been replaced by our Chimmney sweep in the wrong position.
Stuart in technical was helpful & professional-much appreciated
Thank you.
9 september 2025
Review zonder uitnodiging
Antwoord van Chesneys
Dear Kevin,
Thank you for your lovely feedback. We're thrilled Stuart in Technical was professional and helpful in resolving your query.
We'll be sure to pass your kind words along to him and the team.
Thank you for sharing!
Kind regards,
Rehmana & The Chesneys Team
Very bad quality
We bought a Chesney fireplace almost 5 years ago, the inside has fallen apart and broken into pieces. We havent used it that often, very disappointint to see such an expensive product being of such low quality.
2 september 2025
Review zonder uitnodiging
Antwoord van Chesneys
Dear Sylvia,
As explained in my email and on the phone yesterday, the fire bricks inside the chamber that are starting to fail are consumable components that will degrade over time- even more so in an outdoor product such as yours which is exposed to the elements. As explained in my email, from the images I have seen the fire bricks still have some life left in them and do not yet need replacing.
I would kindly request that this review is modified or removed as we do not feel it is an accurate representation of the product.
Kind Regards,
Stuart
Look no further for your fireplace
Chesneys have a fabulous collection of fireplaces available in a beautiful range of materials. Their craftsmanship is superb, and they are a joy to work with: friendly, competent and professional.
22 april 2025
Review zonder uitnodiging
Antwoord van Chesneys
Dear Derek,
Thank you for your wonderful review!
On behalf of the team, I'm so glad to hear you’re pleased with our fireplace collection and craftsmanship.
We take great pride in providing professional, friendly service, and it's always rewarding to know our efforts are appreciated.
If there's anything else we can assist with, don't hesitate to reach out—it's always a pleasure working with you!
Kind regards,
Rehmana & The Chesneys Team
Well Done Chesneys!
My Chesney Stove developed a fault in the Firebox after 5 years fairly gentle use and Chesneys have been incredibly helpful and bent over backwards to put the problem right. They’ve supplied and fitted a brand new stove under warranty and I can’t fault the service they have provided. 5 star!
6 augustus 2025
Review zonder uitnodiging
Antwoord van Chesneys
Dear Carl,
Thank you for your feedback. I’m truly sorry to hear about the issue you’ve experienced with the air wash plate on your Chesney Shoreditch 5 kW stove—especially after less than five years of ownership.
While this issue may fall outside of the warranty terms, we’re committed to exploring how we may resolve this for you.
Please contact me directly on customerservices@chesneys.co.uk or alternatively you can call me on 020 7627 1410 where I can assist you further and provide a satisfactory solution.
I hope to hear from you soon.
Kind regards,
Rehmana & The Chesneys Team.
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