Installaflame Reviews 

Avoid at all costs!
Website wouldn’t move from step 1 to step 2 when I tried to place an order. I phoned hoping to get a help from a friendly voice. Didn’t introduce himself when he answered then totally dismissed me telling him the site wasn’t working, saying he’d never had a problem in 20 years. Said he couldn’t take an order over the phone and spoke over me lecturing me about how giving card details over the phone is insecure…..which wasn’t what I’d asked him!! I’m pretty sure he could have sent bank details on an invoice for ne to do a transfer but that was clearly to much trouble. After he belittled me over the idea his website could potentially have a problem I suggested he take a look while I was on the phone (you’d expect a customer service department to have almost instant access to this). His response was to say ‘it would take quite some time’ as he was clearly reluctant to do so. At that point I said ‘could you be any less helpful, I’ll try elsewhere’. To this he said he didn’t want to help someone with my attitude and hung up on me. If you look at his other reviews it’s a common theme…calling customers clowns etc when they seem to have genuine problems or issues. Nothing can be their fault.

Eric is a very knowledgeable and helpful chap,we ordered a new insert gas fire from them,delivery was prompt and any questions we had were answered giving us peace of mind unlike some other companies we had encountered.Excellent product and would definitely recommend them.

I took a deep breath on buying a fire grate, the new one came as promised, excellent VFM, only gave 4 stars as having so many 5's looks a bit sus, would use again.

Eric was extremely helpful in providing advice over the phone and over email about an ashpan cover for our vintage fireplace. He continued to provide advice even when it was clear we could not source what we needed on installaflame. Thank you Eric!

Order at your own peril! AVOID at all costs! Ordered a hearth. Arrived faulty and then refused to send a refund. Appalling service. Steer clear.

Eric has been fantastic. He kindly guided me through my purchase and communication has been great throughout. I would 100% recommend Installaflame for all gas fire related products

Eric was extremely unhelpful when I called to discuss a damaged item. When my husband called later he hung up on him after refusing to help in any way. Be very careful when using this company.

You will read from the tone of Eric's reply that customer service is not his strong point. I have no issue with the fact that I was unable to check the delivery when it arrived, it was Erics attitude from the first sentence he uttered that was my issue. He could have explained this to me without getting angry or hanging up the phone, which he did again when calling back his missed calls later in the day, when he realised he had called me. We have had many deliveries during the course of our development and any damaged goods were replaced immediately without any of the hassle created by this company. As I said initially be very careful if you choose to use them.

Having spent weeks trying to source a spare part for my multi fuel stove with no success, I fell upon Installaflame and spoke to Eric. He knew what I was talking about straight away and could not have been more helpful. Following a lengthy e-mail exchange, he has given me a number of tips (including putting the baffle in the right way up!!) & identified the part which should be with me next week. At a cost of just £25, it can hardly have been worth his time. Thank you Eric, I have no hesitation recommending your company and I now know where to go next time need something.

Eric answered my call and emails for help in securing a woodburner. Got me a great price and delivery was very prompt. I would highly recommend giving Eric a call regardless of where you are in the country.

Outstanding service. I had difficulty sourcing a spare, Eric provided detail to help me select the right part, resolved an online order hiccup and service was superb. Ordered Monday, delivered Friday. I’m thrilled, thank you.

What a fantastic company
Especially to Eric.
He went the extra mile to help me when i asked for a advice over my fire place,
Brilliant. Honest info what more could anyone ask for.
BIG thank you top man.

What a fantastic company, especially Eric.
Emailed on the Wednesday to check item in stock. Received a very prompt reply to say that it was. Order placed same day and delivered next day by DHL.
Absolutely brilliant service. Really can't ask for more.

Granite Back panel arrived damaged. Asked for replacement but not in stock for another 3 months. Asked for refund/collection but was ignored. After I filed a chargeback with Credit Card Company he contacted me 3 months later to arrange collection after ignoring my phone calls and emails...
Poor service to ignore your customers and then challenge the charge back..

Had a great experiance with Installaflame , I needed parts to rebuild my muilt fuel stove I had no idea what make of stove I had but Eric easily figured out which was the correct make , without his knowledge I would have ordered a incorrect size .

Top class service would highly recommend them

Eric at admin went out of his way to organize the supply of spare parts for my Firewarm 5k multifuel burner.

He went the extra mile to track and trace my order and provided the service which was sadlt lacking in Stornoway.

My builder bought local in Stornoway about 3 years ago with the thought that it would be easy to get replacements. Unfortunately the local shop was unintersted to even check the supplier.

therefore local service nil..after care nil...recommendation nil.

Go to instaflame every time.. thanks to Eric

Hi I would like to say a huge thank you to Eric at Installaflame for all his help and support regarding my gas fire he not only tried to solve the problem but advised me on products I could use to clean up my fire and repaint the Cole’s so grateful to this guy for his help and support 👍

Excellent service from Eric at Installaflame.
Responded quickly to my queries and kept me informed about my order, I even had an email after delivery of my gas fire to thank me for my service.
If only all customer service was as good this from Installaflame.
Thankyou

Brilliant. Honest info about COVID delays. Referred to placing order in web which was easy, very clear and quick with confirmation.
Even more important when I changed gas fire configuration (3 sided to 4) Eric contacted manufacturer immediately, got agreement within 30 mins and raised credit as I was placing revised new order.
Couldn’t be better. But here.

My old Crystal gas fire broke down a few weeks ago and I started looking for a replacement . I came across Installaflame who were extremely helpful with trying to help me obtain the spare parts . Unfortunately this wasn’t possible and I brought a new exact model from them - which was competitively priced to other companies . In addition to the great customer service the owner Eric gave me the link for the gas safe register database so I could find a reputable gas fitter and gave me some insight as to what a reasonable quote should be to install the new gas fire.

I have never had such swift detailed but straightforward help .Eric from Installaflame not only gave me the answer to my query but talked me through the process of where to purchase and how to carry out the solution.

Top marks Gretta