Australian Gas Log Fires

TERRIBLE SERVICE! The service installation guy named Dennis, never came to our house to properly assess our space. After multiple times of trying to chase him, we have had enough!! This morning was the last straw as he was meant to drop in & made us waste our Sunday morning for him to cancel on us. If this is the way PRE sales customers get treated, I cannot imagine POST sales. TERRIBLE!!!

Chris and his team provided exceptional service when my parents recently enquired about and purchased a Riva studio 2 wood fire burning insert. Communication was excellent and the whole process was so impressive that we didn't want to go anywhere else when we wanted to buy a gas log fire for our house. The Escea DF960 was installed yesterday by Pele Plumbing (also exceptional) and we could not be happier. Highly recommend !

The installation was done well except they didn't put back the flywire on our chimney properly which was keeping bees out of an old hive. When we asked the company to come and do that they wouldn't. Should have been a 30 minute job. Would have fixed it myself but can't do 2 story roof work. Once they had received payment they weren't interested in finishing the job properly even though they were responsible for not leaving the chimney guard how they found it. Had to get another roofing guy to do what they should have done. Boss down their pushes his install guys really hard and isn't interested in customer service. He was rude and didn't take responsibility for poor workmanship. I couldn't recommend them.

These guys really know their products. They are extremely professional, will help in every aspect of your job, and are friendly on top of it! Highly recommended.

Great product knowledge and excellent advice when we went to their showroom! Pricing was very competitive. Installation team were also friendly and worked efficiently at our home. Very happy with their sales team & all round service.

Prices are competitive but after sales service is horrible. Don’t want to know about any issues you are having and wipe their hands clean, telling you to take it up with manufacturer. Extremely disappointing.

Amazing customer service experience, went into the beautiful shop and Ruby was incredibly helpful, myself and my wife had decided on a gas log fire and were expecting there to be a huge demand in winter, which there was, however Ruby was able to arrange for a team to still come out quickly, and do a free measure and quote, Once decided on the model it was installed quickly and with very little fuss and soon we were able to enjoy the beautiful warmth and look of our Escea inbuilt gas log fire. Thanks to all those who were part of our installation, and the expertise of Ruby, and her team. Hence I was so happy to get a phone call from Ruby, following up on our purchase and asking if everything was done to our liking! And to wish us a merry Christmas. I cannot recommend Australian Gas Log Fires enough.

I was so impressed with this company, despite the fact that they were aware I was not building in their area, so my eventual purchase will be interstate, they were so helpful and knowledgeable. They went so far above in terms of research and follow up questions, I would have been impressed if I was purchasing via them. Great Experience Kerris.

Great product but the installation company (Pele Plumbing) apparently installed the mantle piece upside down resulting in a sub-standard painting finish. After many, many requests this still is yet to be rectified. The installer doesn't return calls and when he finally did, he says the mantle is correctly fitted and Australian Gas Log Fires is at fault. We are caught in the middle. Definitely don't use this installer!!!

I experienced the worst customer service from this company.Please beware - find another company who actually wants you as an customer.At the start of April I spoke with this company about a brand new fire and mantle. Said they would get back to me next day and didn’t.A week later we get a text from a random plumbing company saying they got my details from Australian Gas Log fires and will call me soon. That was nearly over 5 weeks ago and we haven’t heard a thing.