Artisan Fireplaces Ltd レビュー 20

Had a gas fire fitted by this company installers informed me that they were not very good at plastering so I ended up plastering it myself still waiting for gas safe certification 6 months later just wondering if they had something to hide not giving me one

Great service and support from Artisan Fireplaces Ltd.
Shane (their service engineer) has visited my house on an annual basis for the past 5 years and has always done a thorough service, explaining what he has done to resolve any issues with my gas stove and demonstrating that everything is working satisfactorily. The ongoing problem I have had with the remote controlled ignition appears to be a common fault of remote controlled gas stoves (this stove is made by Charlton and Jenrick).

I spent4500 on Fabre fire placeitreally rubbish pilot keeps going off and it’s a nightmare getting it back on

Excellent service and very thorough!! Did a great job!!

I needed a simple electric fire for a modern house with no chimney. Jamie was not helpful at the assessment visit. Seemed very rushed and uninterested. The fitting with another man was also hectic, late, rushed.
They left the rubbish in a mess in the garage. There was no controller.
The company sent the wrong white marble surround.
(Friday afternoon). Couldn’t test the fire.
When Jamie came back he had a controller and hastily fitted 4 pieces of odd marble which don’t really fit together.
I felt unhappy having Jamie doing the work.
Not very happy with final Fireplaces but as an elderly woman on my own don’t feel up to complaining. The fire works OK.
Wouldn’t use Artisan again.

Chosen a fire that wasn't ideal for us as it turned out (the high level lever only had a low and high setting and the room got to warm on low) but Artisan responded immediately to our concerns and sent their best engineer out and he found a fix that worked perfect for us. Great service and outcome but in hindsight I would not buy a fire with a lever system, rather get a dial that is heat adjustable through a far wider range.

We visited Artisan Fireplace Design on a very cold January day but we were soon welcomed warmly by Julie who kindly showed us around the amazing showroom with so many different fires on display, the choice was outstanding. Julie was so polite, helpful, professional and informative. We finally chose the fire we liked and collected a couple of weeks later. The whole process was seamless. The fire has recently been installed and is such a wow factor, completely changing our living room, a fantastic edition.
Thanks Sue. We highly recommend Artisan, every member of staff we liaised with were impeccable, polite and professional.
Thanks again, kind regards Denise & Justin.

Without prejudice.
I would give minus 100 from my experience.
I am amazed dismayed and appalled at this firm. After asking for an assessment for suitability for a fire I unfortunately was persuaded to leave money for a visit/appointment.
I cancelled the visit appointment after reading their paperwork at home.
Cancelled within 4 office hours first thing the following morning.
They do not accept cancellation was the salesperson’s reply.
They still have my money. Do not sign anything in the shop. Take documents home and get legal advice.

Service is excellent! Shane came to service my gas fires today. He did a great clean job no mess!
Artisan are really good happy with my Faber gas fire which I have had for 4 years.

Needed a new rear matrix and set of coals for a gas fire supplied by Artisan a few years ago.Quoted me £99 for the matrix and £120 for the coals.Total £219.
Obtained the above plus a new front matrix ( supplied as as a complete kit) by the fire manufacturer for £81 Inc vat and delivery.Some £138 cheaper.
Artisan would have obtained this kit from the same source and probably sold the front matrix, which I did not need to someone else thus increasing their obscene profit even more.
Draw your own conclusions and stay clear.
Graham Berry

Wouldn’t recommend. Issues with supply, damaged/faulty product and installation.

We visited Artisan in Brighouse, on recommendation after being let down by another Stove & Fireplace company who had excavated a small fireplace cavity before telling us that they couldn’t do the work they had agreed to.
We discussed our problem with Craig at Artisan who thought it should be possible to do the work and came to our house to survey it for us. After taking photos and discussing the construction of the chimney with his fitter, Giles they confirmed that they could do the work.
On their first visit Giles and Saeed created a huge chamber so that we could have what we wanted. Only then did we make a final decision on the gas stove, surround and hearth and paid a deposit.
On the day of installation Giles and Saeed worked for nine hours to leave us with a Stove in an absolutely beautiful limestone surround. We would definitely recommend this company. Many thanks to Craig, Giles and Saeed.

We are very happy with the fire and media wall. The lads who came to install it were very polite and cleaned up afterwards. We had an issue with the cupboard doors and this was rectified in 2 days. Excellent finish and gives the room the wow factor. Well done Artisan !!

Having bought a electric fire from this company and then to find out that I had paid £150 above the the RRP and in fact some retailers are selling the same fire nearly £200 below RRP so I paid way to much and I really wish I had shopped around rather than be taken in by all the sales rubbish, of course there is nothing wrong with selling above the RRP but it is very unusual and seems this company is out to make the very max profit out of each sale and I would advise anyone seeking a bargain to go elsewhere as you will make a big saving, I was also advised that if there was any problems with the fire that I should refer them to the manufactures rather than themselves so no after sales support. I would not ever deal with this company again because of the extortionate prices and the lack of customer support.

Customer service, non existent, the workmanship shocking, not not very good company at all, stay clear, go to another fire place company. I know now why they want payment upfront ! .

I will share a post in the coming days

Artisan Fire Place and Design Company Number 03947547 Incorporate 04/03/2000 . I would like to say I have a beautiful fire place however I have only been left inconvenienced and disgusted by the whole process.

Upon visiting the show room I was new to the whole process of buying a log burner and fire surround, the staff were very help full and gave me a lot of advice. The advice though was not always accurate. (a fire surround went from carved stone to poured concrete and the fact apparently they never sale (i asked in oct incase they went into sale jan they advised no and then went into sale on 03/01/23) They helped me pick a fire surround and log burner. It all went wrong was when I asked about installation and the liner for my chimney. This they outsourced however when you go in with a budget my advice would be make sure you get a price before you sign for ANYTHING, the staff advised me a Flue liner would cost £600, however when the company got in touch this figure went to £1400 leaving me in a position where I had to find a further £800. This was as I needed scaffolding.

When speaking to Sue the MD of Artisan Fire Place and Design she said “her staff would never give a figure for something they don’t sell” however this was not the case and the sales representiave did on several occasions give a £600 estimate. Sue even advised she would be holding her Saturday meeting and ensuring no prices of costs be given out in the future. she then went on to say in an email “We do not sell nor fit flue liners - and if asked can only give a rough idea of what they may cost, based on previous customers costings.” however she offered no resolution to the £800 loss I was now having to incur to ensure my property and future proof of my chimney. She did advise following a smoke test my chimney didn’t need a liner, however when I spoke to HEATAS and an IFE Safety Consultant given the heat off the log burner it was advisable to have a liner fitter. I have also been advised that some companies would not fit without a liner for safety.

Sue was rude, un-compasionate and very clearly disinterested in my complaint, it felt like she had got her money and that’s all she was bothered about. She even went on to give the other company a completely wrong story that I was suing her for £800, which in caused them to almost not do business with me, however they did agree to do the work but insisted I pay upfront. Clearly Sue will happily miss advise not only consumers, but other business’s which might be needed to cause the maximum inconviencene and suffering to customers.

Upon review of other reviews of Artisan Fire place and Design it is clear once Sue has her money she has absolutely no interest in anything further. I have reported Artisan to Trading Standards and would suggest anyone post or currently having issues with Artisan to report them to Trading Standards to get her company investigated for unfair practices.

After a final email in which she allegedly passed to her solciotor they finally agreed after 4 weeks to refund my full deposit, however only did this 2 working days before they were suppose to install, leaving me with contractors who I had already booked to carry out work. They also delayed the refund for almost a further week in my view to only cause further delays to me

If you do use Artisan Fire Place and Design, Please please please make sure you do all the leg work on any additional costs yourself, and take anything they say regarding additional costs with a pinch of salt as Sue the MD will NOT show any interest in this after you have signed the contract. How they have been there for 23 years (Although Sue will state this is 36 year) is beyond me with the level of service Sue provides post sale.

I am sure as per all the other unpopular comments and reviews left, Sue Halliley MD of Artisan Fire Place and Design will most likely leave a very nasty comment, bring a previous family member/customer or friend into her remarks, or even go as far to say am I sure this is the right company.

I WOULD AVIOD

Ordered a part for my Contura stove, had to ring and chase order. When arrived the part was incorrect so another was ordered and we were assured that Artisan would be in contact when it came in. After 3/4 weeks we rang to find the order was in and they had forgotten to contact us. To top it all the part was double on line prices not happy!!

I have purchased 2 stoves through Artisan Fireplaces Ltd from Charlton and Jenrick and the second of these a PVR5 has proved to be a massive disappointment.

This product is sold as a multi fuel stove capable of 24-hour operation (exactly what I asked Artisan Brighouse - the stove supplier for) but within two weeks of using this with a stove use approved smokeless fuel from a reputable retailer the glass became crazed to the point of being permanently translucent.

I immediately contacted Artisan who immediately explained that this was a fault with the supplied stove and that they would be in contact with Charlton and Jenrick on my behalf for rectification.

A service engineer from Charlton and Jenrick then visited the property and disagreed with this assessment completely. During the discussions which included input by telephone with their head office stove experts I was told variously that:
1) The glass damage is entirely caused by the choice of fuel that we used. Effectively no smokeless fuel is approved for use, but you have the best chance for minimum crazing with Maxibrite - though when pushed even this seems batch dependent and certainly not guaranteed - according to a technical expert that the engineer called whilst on our service visit.
2) Apparently, all stove glasses of all shapes and sizes, from all manufacturers will craze like this with many types of smokeless coal it is a very very common problem. I challenged this with our stove installer who in 20 years of installing all manner of multi fuel stoves has never before seen this phenomenon.
3) The stove is categorically not designed to be kept in overnight (according to the Charlton and Jenrick service engineer) - despite it stating that this can easily be achieved on Maxibrite in their own instruction book.
4) Interestingly no such fuel or damage concerns were raised by the service engineer regarding my second Charlton and Jenrick stove (a PV85) which has a flat glass door - which should be equally susceptible to crazing if the service engineer is to be believed! I will not be putting solid fuel anywhere near the second stove.

Following these discussions, Charlton and Jenrick completely washed their hands of the problem and told me they would repair it only at my cost as the damage was caused by my improper use.

Fortunately, Artisan Brighouse (where I sourced both units from) found this approach to be totally unsatisfactory and offered to completely replace the damaged stove with a model from a different manufacturer or to replace all damaged parts entirely at their own expense.

I have this week had all damaged parts replaced by Artisan at their cost.

In short:
1) Charlton and Jenrick PVR5 is in my opinion a beautiful stove but thoroughly incapable of running on multi fuel and as sold is therefore completely substandard.
2) Charlton and Jenrick in my experience will happily take your money but run a mile at the first sight of any product quality issues and I would recommend avoiding them at all costs.
3) Artisan - Brighouse have a first-class attitude to customer satisfaction and will not leave you high and dry when faced with a problem caused by a stove manufacturer of theirs.

Worst customer service you could imagine and I assume this is why they have the reviews feature on Facebook switched off.

To be fair, the fire looked decent and was a reasonable price but the issue was the salesman had told me the incorrect dimensions. In the showroom the dimensions are not on display and as the fire on display is recessed into the wall, there is no way of measuring the depth so had to take his word for it. When the fire arrived, the dimensions were different and this is where the hassle began.

Contacted the managing director to be immediately told “we don’t accept returns so all we can do is send somebody out to have a look at fitting it”. I explained this was not an option as I needed the fire to be a certain depth, the salesman had told me it would fit, it won’t and I simply would like a refund. This was refused which they legally weren’t entitled to do, regardless of their terms and conditions. Fortunately the consumer rights act protects customers when items are not as described. The managing director continued to not accept this and even had the salesman ring me who simply said “I’ve sold thousands of these fires so it’s my word against yours” (side note: if you’ve sold thousands I’m unsure as to why you don’t just take it back and sell this one to someone who it is suitable for). Luckily, I was able to complete a Section 75 claim as I had paid on a credit card and although this took about 3-4 months to resolve, I did manage to get my money back. Hilariously though, when I explained that I was going to make this claim with the credit card company, the managing director then said “as a gesture of good will” she would accept a return for a 70% refund but would take legal action if I cancelled the credit card payment. Obviously she didn’t understand the process of a section 75, or more likely was trying to call my bluff, but I wasn’t willing to accept this when I was entitled to a full refund. The hassle continued because she then delayed the process by telling the credit card company that I hadn’t returned the fire. I had tried numerous times to return but she told me that due to Covid I had to book an appointment AND that she would only book an appointment for me if I put in writing that I was accepting a 70% refund.

Having received legal advice, I knew what I was entitled to so held out and eventually got my full refund despite her best efforts with being difficult. Funnily enough, once the claim had all gone through the managing director stopped communication with myself and made one of her employees arrange a suitable time for me to return the fire.