Flues & Fires

Terrible customer service paid in full for my wood heater got told it was in stock had it booked in for over a month then when the plumber went to pick it up for install he was told it i will be a month wait to order one in, they sold it to some one ealse made no effort to fix the issue as i took the day off work i had to do there job and chase up another one. They couldn't of cared less once they had there money

They have a great range but be careful. We ended up paying way more for installation than we were quoted and when we complained they sent an email saying we were trying to rip them off! Once they have your thousands that you pay for a heater, they don't care about you!

Good Products, Bad Service.My wife and I recently purchased an oven from this retailer. Upon entering the store, service seemed good, sale rep was attentive and we discussed what we wanted and proceeded to formulate a deal which we all agreed on. The sales rep then took a photocopy of the brochure where we had itemized the deal, pricings etc so that they had it on record.Unfortunately though, this service was only present until such time as we paid the invoice in full. After which, communication was essentially nonexistent. I was not even informed that our product had arrived and was ready to be picked up until almost a week after it came in. Once I had picked it up and arrived home to unpack/assemble the oven, I noticed that two items that were very much so discussed (several times in fact) were missing. I called the next day and spoke with the sales rep, unfortunately and to my surprise, I was told that one of the items was not included in the price and that it wasn’t even an item for sale (even though it was on the brochure). After attempting to discuss our agreement with the rep and referring them to the brochure where we had made and itemized our agreement, I was hastily interrupted and told to simply refund the oven. I insisted they call the supplier to confirm, which they said they would do. Eight week later, several messages to this rep and multiple promises from reception that they’d call back, I had still head nothing. I decided to put this matter in writing, where I was now told that both items were not included but, ‘as a gesture of good will’ they will include one and not the other. After I requested they honor our initial agreement as we had done (we paid the invoice in full) I was simply told, they will not supply it. Since this unpleasant experience we have purchased the missing item from another retailer, though, understandably, we do feel cheated by this and as such have made a complaint with Consumer Affairs.In their defense, I do believe they had made a mistake when we discussed pricing etc. Though it is not our responsibility to ensure a sales rep is properly informed as to the products they are selling, nor should we (the customer) be put out as a consequence. Especially after we had paid the invoice in full. We find this, coupled with the very poor communication to be unprofessional and dishonest. As a Registered Builder, I often deal with retailers such as this one, I have never experienced such poor service and will not be shopping here again.

This the worst customer service I have ever experienced. I went this company as they are meant to be professional and they forgot parts. (I didn't know until after I painted everything or I would have gotten a refund) I asked them to post them out as it was urgent. They siad I should of checked the order before leaving. I went there advise so I didn't what was missing. They'll they siad come in if you want or go else where. So I told them I will be there in two days time. I and they have the ready for me i had no choice so went back in and they didn't have part onsite and told me to puck it from there warehouses I was there for 1.5 hours waiting. Such a jokeAfter all of that no even an apology

Experience with Flues & Fires was pretty poor. There was no advice given on which heater would fit our room, no mention of hearth requirements, no help with installer no show, no communication. From the moment the deposit was paid, there was no help and engagement from anyone. They gave me the number of one of their installers, who didn't return my calls and messages for weeks, then finally gave a installation date several weeks in the future, and then cancelled on the day with no explanation. Flues & Fires didn't help me in any way to reschedule the installation or talk to the installer. They didn't answer any of my emails and I had to call 3 times for them to give him the number of a different supplier and basically tell me you are on your own". They gave the new installer the wrong technical information

Had a great experience the salesman was great and polite and did us a very good deal. The installer Kostas was very pleasant to deal with and his workmanship was top notch. Very happy with the overall experience. Would recommend definitely. Thanks

The service here was flawless, Bill who’s the owner helped us pick the right system, he even ended up coming to my house to work out what parts I have required 10/10 for customer service, and it’s the one stop shop as they keep the flue’s and parts in stock. 100% recommend if your looking for a fireplace.

Very good customer service, friendly and helpful.

Have been a customer of Bill's for almost 30 years and have purchased several wood heaters from him over that time. We have always found him to be incredibly helpful and keen to ensure that we got the right heater for the job. Recently a fire brick in our current Morso heater cracked and the lead time from the manufacturer was several weeks. On hearing this, Bill immediately manufactured a ''back-plate'' to support the broken fire brick and keep us going until the new one arrived. He also refused to take any money for this. Would absolutely recommend Bill and his team at Just Flues and Fires for their professionalism, the wide range of heaters they stock and after sales support they provide.

We already had have a wood fire heater in our house but were looking for some advice on maintenance and a referral for someone that could do maintenance. Very helpful team with nothing in it for them on this occasion.