Artisanfireplaces Reviews

Ordered a part for my Contura stove

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

Artisan Fire Place and Design Company

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 meIf 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

1 10

I will share a post in the coming days

Not very good

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

Over priced fires

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

You Have Been Warned

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

Without prejudice Beware

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

Should he simple

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

Artisan Brighouse - where the customer matters

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