TruProducts - Innovative Products Reviews 32

Bought a fire mid December. One point to note is the heat comes from the top, but it says to gang at least 60cm from the floor, so the heat sort of disappears straight to the ceiling. Anyway, when I've tried to set the time/day I noticed the 4th number on the digital clock wasn't working, nor was 2 of the 7 days. I used the message service to ask for support, and got a few short replies, largely telling me it's Christmas (I think it was 22nd) and not to expect a reply as every other company is closed.... Come January no reply, I kept following up and eventually the message was blanked out. I resent a fresh message to be told they didnt know what I was on about, despite sending the order info and photos. And again 2 weeks in no replies. The fire itself looks OK, the big black area where the time goes looks rubbish, and the 2000kw setting is very loud. I 100% woulnd not buy again and I am tempted to use my chargeback via credit card to claim a refund at this rate as they have no interest once the sale is done.

Spend the extra money and get a better fire. Go to a showroom and see the fire before deciding. I regret this purchase.

It's very noisy on heat mode, the flame effect looks like a cartoon and certainly the customer service isn't.

Don't bother.
Absolute waste of time.
After sales is total zero.
Whats app if your lucky.
Look for a company that you can speak too.
Out of ten minutes us ten.

Still waiting for a reply, nothing. Tried telecom missive, email and what's App...
So I have left the same review on their Webb page, but has not been published, why is that?
Get what you pay for, unfortunately.
Where to start....In levels of annoyance ; 1. When the display is on only for affect, (no heat) it is very noisy,with a enjoying hum which can be heard over the TV ( and I am partially deaf 40% of hearing left) I have put in a request to speak to someone vis contact us but as yet nothing! 2.l This is replacing an old Celsi unit and the flame pattern is terrible, in comparison... too frantic (fast) and of very poor in quality. 3. when the unit is on the wall you can see the unsightly top workings of the fan and screws on top, this looks cheap and nasty, really poor, when for a couple of inches more glass it would be covered up and hidden. 4. The remote has no memory of last settings and has to be changed to the least enjoying colour setting each time. Pus the remote does not come with batteries...and you have to press the buttons twice to get it to work. (that's all functions, including on) On the whole, not impressed and would not buy again.

So I purchased an electric fire from truflamefires.co.uk, it looked really nice on the website and it seemed legit been one of the first recommendations on Google and they arent exactly cheap. The fire came faulty, I believe a motor fault that makes the fires make a jerking noise and freeze still. I contact Chris on whatsapp his preferred method of contact off his website to tell him about the issue, he guided me on unscrewing the front to see if something was jamming the motor which it wasnt, so he offered to send out a replacement. I got the replacement fire and all seemed well, I expected this one to definitely work, about 10 minutes into been turned on the fire started making that horrible grinding noise again and the flames stuck. I contact Chris again to tell him about the issue and he seemed quite angry about it, asked me if I had the original collected yet, because he definitely hasn't sent a courier to collect it. I told him both fires are boxed and ready for collection and I'd just prefer a refund and asked what day the fires will be collected and if I will get a time slot so I can definitely be in and he just put back OK. The courier came to collect and luckily we was in, I sent him a receipt of collection and he replied thanks. I opened a dispute with the bank because to be honest the way he got angry at me over the fireplaces not working and then minimal replies made me quite uncomfortable to deal with him. A few days later I get a text saying your truflame order is out for delivery, so I text him saying did you send out another fireplace? I didnt want another I just wanted a refund as ive found another fireplace elsewhere. He replied with did you open a dispute against me? You have ruined my shopify account, its stopped me been able to get more stock and that im just trying to ruin his business, I said I did not want to do any of those things I just wanted a refund. Chris then went on to try talk me into closing down the dispute and he will send me a refund, claiming he cant refund me while there is a dispute in place and trying to make me feel bad by saying things like I cant believe people want to destroy small companies like this, keep the fire as a good will gesture and ive ruined his family business by doing this. I contacted my bank and they advised me to never close a dispute as that takes away any power of them helping me getting my money back and it becomes a civil matter, but if he refunds me the dispute will automatically close. I messaged Chris saying I do not want the fire and the bank has advised me not to close the dispute until I get a refund. He replied keep the fire, youve already ruined my business, he tried to help me and to leave him alone. A couple of days later he messaged me saying the dispute will be closed now, ive refunded you. I still haven't received a refund and Ive asked for proof of a refund and he sent me a screenshot of a shopify refund which I dont even believe to be real, as the bank and shopify have no record of this. So ive asked Chris again if he knows what's happening about the refund, hes continued to say ive given his company a bad name, hes going to struggle to trade now, and hes changed his mind about the fire he didnt want to collect and he now wants it collecting. We are coming up to 1 month after purchase and Im left without a fireplace and my money still missing. In all honesty this has been a really stressful time for me especially just after moving house and struggling with learning difficulties. All hes done is made me feel like im a bad person for receiving 2 faulty fireplaces and hold my money for as long as possible it seems, very unprofessional. All this could have been quickly resolved with a simple refund but instead is holding the money as long as he can while been quite nasty to me over whatsapp. I wouldn't advise you buy here honestly unless you are happy to take a risk in a lucky dip of fireplaces what may or may not work, and if it doesnt a long winded horrible process of getting your money back.

terrible customer service asked for a replacement part to be sent for my fire they just ignore and send threats like previous reviews have mentioned

terrible , bought a 60 inch "premium" fire 9 months ago . we lost our remote and tried too contact the seller for weeks and months for them to eventually get back to us and cause a argument and refused to sell us a new remote .

we left a review then he got back in touch asking for us to remove the review and stating he knows were we live which we laughed off he will send us a remote which he never did if we removed the review which we felt we had no choice as we needed the remote
well the remote never came and now he's a TRU review of the guy you buy off who threatens he's customers and begs for you to remove bad reviews ,all messages are here to prove .

Use this company with caution.
Paid extra £10 for Saturday delivery, it was delivered on a Monday. Contacted the company about this, they said they would reimburse the £10……they didn’t. Fire had 2 screws missing, I found one but not the other.
After a couple of days the fire now makes a banging noise. I was asked to send it back to them at cost to myself. The warranty means nothing!
Bit of a cowboy firm it seems. Do your research, check the various websites and worrying feedback. Wish I had!

Was bought as a gift and they love it.

Excellent fire and very well made, Flames look realistic and good choice of media. Crystals look really nice as the light reflects through them, comes with white pebbles and logs too.

Bought mainly for flame effect but heater works great too and as it blows from the front it heats room up quickly.

Thank you.

Wanted a user guide for a TruFlame manual....this company as great and emailed me one immediately....fabulour service....many thanks...a true gent !!

Amazing company thanks so much for the superb Media Wall Fireplace.

We purchased a fire less than a year ago, which worked for 6 months before it broke. Contact with the company went unanswered for several days, until messages were finally replied to on a Saturday night- which seemed strange. On request of a refund or replacement (as the fire was under warranty, apparently) the seller declared our warranty was void. We have had a tru fire place previously and the fire worked for 8+ years so are concerned these aren't genuine. We will be alerting trading standards with our concerns so others don't go through this stress. PLEASE don't waste your money and order through a reputable company.

Excellent service and very speedy delivery even when I made a mistake with my telephone number, it was sorted out no problem at all. We’ve only taken it out of the box to check it, as in the process of redecorating. The Fire is lovely and very well made, crystals, pebbles and logs all included in the price 👌 I can’t wait to get it installed it’s definitely going to be a statement piece even the hubby’s impressed with it which says it all.

The fire is amazing looks great too, good value for money and great customer service. Would recommend 100% thanks so much.

Very pleased with the product. Exactly what we wanted. The remote is very useful & the fire effect is quite realistic. Speedy delivery.

It ticks all the boxes can just use flame if it’s grey outside but has a choice of 1000 or 2000 heat setting heats space really quickly so that makes it ok to use financially in these times. It has lights on side which you can choose colour and remote control I bought from manufacturer cheaper than Amazon quick delivery and well packaged. Actually thinking I might get another for bedroom not sure but if I needed another fire mine is the smaller one just because I have underfloor heating

Bought a TruFlame fire in Jan-24 and the effect is stunning, mesmorizing. We are very happy with our purchase, the price and the communication.

2nd fire I have had. 1st one the colour flame effect did not work on the colours after 18 months of little use. The second one the motor not working to start with. Obvious to me these fires are cheap built, which is cause for concern.

Delivery was very prompt. Well packaged.
We absolutely love this fire just so welcoming with just the flames on.
All our visitors are amazed at the colour changes and the price was great.