Flaming Fires LTD

Our first contact was in April, they did the sweep and check and told us we needed a grate but they will need to source one or make one and will give us a quote. My husband and I are always ringing or emailing for an update and when we get a reply it never seems like a straight answer it is now July and we are hoha, I got a reply from my last email first week of June and then nothing no follow up nothing and I’m tired of chasing them. Not good at all.

Great team who do the actual work, but useless office staff who cant even take a booking. Have been loyal customers for years, but going elsewhere from now. If it wasn't for the great guys that do the work, we would have gone elsewhere years ago. The admin need to lift their game, absolutely hopeless and rude.

Thankyou to Sue and the installers for their help and professionalism in supplying and installing my new Masport fireplace. The installation crews were friendly and polite. My place was left tidier than before the install. Their work ethic is to be admired and a rarity seldomly seen these days. A very happy customer AAA+++ Thanks again, Mike.

We had our Firenzo fire installed last week and they guys were absolutely great. So tidy, liked their music :-), answered all our questions, they worked fast and hard and were just so helpful. Thanks heaps Slade and Hamish, you were absolutely great and we highly recommend the two of you!

Worst experience ever with this retailer. Paid in April 2023 for item to be sourced for my fireplace and had to continually chase them now 3-4 months and still havent received it. No communication regarding updated status and have gone into store twice now to check status. Still not arrived, still no communication. Suggest you go elsewhere if sourcing parts.

had a guy come out and assess our bbq and told me he would have the damage report to me by the following day. I've called them 7 times over the last 3 weeks and still have received nothing. I either get the voice-mail or so pathetic excuse. terrible terrible service.

If it was not for the wonderful installers - Slade and Hamish we would not have given such a good rating. Thank you Slade and Hamish - you both deserve 5 stars for the installation alone but we had to remove a couple of stars due to the lack of communication and updates from the store team. I asked on several occaisions to speak to the owner but were not able to have his mobile number and he never contacted us direct when we had issues as requested.

I would like to start off with, I would NEVER recommend this company to anyone who needs fireplace maintenance or sweeping done. The two men who do the actual check and maintenance work are amazing, but the service from the office is terrible. After at least six voice messages that we left over the time we dealt with flaming fires, they have never been returned to me or my partner. We were messed around for three months which is absolutely appalling. We have found someone else who can actually get the job done for us. It was sorted within literally one week, which is amazing considering how little flaming fires could do within three months. They don’t follow up and get back to you AT ALL when they say they will. Just straight unreliable and unprofessional. Will never go back to using them. Useless.

Well priced, professional service. Tradesmen that did the work contacted to see if could come early and reiterated only if it was convenient for us. Was super friendly, took pride in his work even polishing the staneless steel after cause of finger Mark's! The glimmer really compliments the cobwebs surrounding!Cant recommend high enough.

Poor response time. A week after I submitted an online query I got an automated email / job confirmation (on 18 April 2023 ) telling me someone would be in touch to book time/date. Over a month later on 24 May 2023 I get a lengthy automated email / booking update telling me they’re extremely busy with over 600 jobs and our job will be completed within the following month. By the time I got this email we had long before already found another company who had done the job the week after I enquired. When I replied to this second email and said I was disappointed with the service I got a reply from an actual person who just said “ thanks for update no worries have a nice day.” No apology for terrible service or lack of communication. Clearly they have so much business that losing one residential customer doesn’t mean much to them. I personally would never try to use this company in future.