I was recently in the market for my second log burner, I had one fitted in the kitchen last year and this one was to be fitted in the front room. The chimney in my living room could only accommodate a log burner of a certain size but I knew what style I was looking for. I ended up purchasing a Luxima Portway log burner from BFM Europe and after speaking to their technical department I was happy that the Luxima was the way I wanted to go. Aesthetically the burner is fantastic, it gives a great view of the logs burning, and the heat an efficiency is exceptional. I'm absolutely made up with my purchase because it’s not something you do on a regular basis and had to be the right fit. The service and technical help I got was second to none and it’s a great feature and addition to the house.

Recently purchased a Portway Luxima Gas stove had a positive experience with BFM’s Technical department who helped me to pick my stove they were really helpful and the product is fantastic, would highly recommend BFM Europe

The after-service care used to be somewhat helpful but ever since this new manager has come in he's made the company so slow and unhelpful. On multiple occasions, I have dealt with BFM and it has never been this bad. I do hope the MD has a rethink with his appointment.

I purchased a gas fire from direct fires it was despatched from BFM when it arrived the ceramic coals were damaged I contacted BFM who said they would despatch a replacement set they arrived with the wrong model type on the box contacted BFM who said they would fit my fire, when the installer came back he told me they were the wrong ones so rang BFM again spoke to a very irate person in spares department who said she was given the wrong number. I said it was costing me to get the installer back again and was told we’ll fit them yourself. Considering the fire front has to be dismantled to fit the glass and I’m a pensioner I told her I would not be able to do this. Her attitude was appalling would not recommend using this company they need to put on customer training course or be sacked

I have no words to describe the poor poor poor service from the so-called "service manager" called Rob (couldn't get his surname). I wouldn't hire him for my company if he was the last person on this planet. I emailed him asking for an update on my inquiry three times to no response to any email. I then rang up to speak to him and he was very blunt, very rude and very unhelpful. The customer service from him is shocking and shouldnt have that role in the company! I rang through to technical as I didnt want to speak to Rob, the young gentelman was very helpful and sorted every enuiry I had. I cant remember his name but very very good job on his part. Should I ever have to ring up BFM again i will not be dealing with Rob thats for certain. 3 stars purely for the guy in technical being so helpful, bravo.

BFM have washed their hands of all Verine gas fires sold prior to when they took over Verine. In doing so they have knowingly left tens of thousands of Verine fire owners unable to get spares, thus rendering the fires useless. What nice people they are.

Bought a Kinder gas fire 3 years ago it came with a 15 year warranty, following a service a part was found to be damaged at this point I found out the warranty is totally worthless. Customer service at this company is virtually non existent but now I know never to buy anything produced by BFM-Europe who produce what I thought were very big names, perhaps at one time they were good. Before you buy something with a 15 year warranty suggest you read it before you actually buy, I didn’t I just assumed the warranty covered the fire unless I damaged it, how naive I was, but it is clear in the warranty that it worthless.

Unbelievably poor after sales service! We bought a Flavel Emberglow gas fire (not a cheep model) from BFM in March 2021 the natural flame effect is non existent and the output of the fire is extremely poor, despite many emails and calls and promises to BFM nothing has been done, now they don't even reply or take our calls! we shall be reporting to trading standards and taking legal action. I would advise anyone considering purchasing from BFM to go somewhere else!

Terrible service! Avoid.

Fast and efficient supply of spares. Good Web site to identify what you need

Went for an interview a few years ago and the boss asked me if I had a boyfriend.. in a professional interview. I answered yes.. I didn’t get the job. No accusations, just facts. I didn’t expect such an intrusive question to be part of whether I was a good candidate for the job. Very poor impression of the company.

I brought a Micheal Miller Eden Elite SL BF fire back 3 years ago and in 2018 and had it regularly serviced with the pilot change ( might I say this is clearly stated in the manufacturing instructions and the guarentee form which you have to fill out for it be registered in the first place, so why people are complaining about this I have no clue other than to say it is to their own incompetence and the incompetence of their engineer that this hasn't been carried out. its like having a car and not having it serviced and then wonder why you have no warranty when something goes wrong. I digress ) and I found that my gas valve needed replacing, if it wasn't for me regularly servicing my fire to the manufactures standard I would be well over £500 worse off. BFM supplied the part and also supplied the engineer free of charge and my fire was fixed and back to working operation. I must say the service I received from Pat and Jack was second to none.

Disgraceful customer service, rang to order a part for my fire, the woman who I spoke to was so rude and her manner was shocking. Will not shop from Flavel again if this is the service received, plenty of people would be glad of that job, if she hates it so much. Treats people like dirt, took over 30 minutes to order one part

Terrible customer service, been without a working gas fire since October 2020 (5 months), BFM Europe promise a 15 year warranty with their products then refuse to honour them and hang up on you if you dare to complain or object! I purchased my BFM Kinder Passion HE fire online via a fireplace supermarket and had it installed by a local qualified fitter and serviced every year since 2018 and when the fire went faulty BFM refused to help with a warranty repair, they messed me about for ages and then pointed out that it says in the installation instructions that every year you need to change the whole pilot light assembly when you get it serviced, I would have been perfectly happy to do/pay for this but the information was not passed on to me by either the fitter or the service engineer I assume because it’s not made clear enough in the documentation! So my 15 year warranty is worth diddly squat! This VITAL information does not seem to be passed on to the re-sellers or made very clear to the fitter/service engineer which is huge breakdown in communication on the part of BFM. So if you like me was trying to buy British and spending a little extra to get that 15 year warranty- THINK AGAIN!

I bought a Celsi Flamonik fire 4 years ago. It's not used very much but has always worked well. It is a little noisy but it was one of the cheapest for that type of fire so I wasn't expecting a Rolls Royce performance. I wanted to replace 2 x 10mm bolts that keep the front glass panel in place so the company was contacted by email last week. The gentleman who responded was very helpful and I received the items in the post within 5 days of first contact! Very impressive.

Wish I had checked the reviews before buying bfm fire, 2 yrs old and hardly used and major parts breaking down, terrible service, poor products, big mistake. None of the below reviews are answered by bfm which tells you all you need to know, stay away.

TERRIBLE SERVICE AVOID THIS PLACE AT ALL COSTS 3K FIRE BROKE AFTER 5 WEEKS

After being given this phone number on 22nd December, This company has preceded to ignore me despite me calling back a second time and responding email No good and very unproffessional. I will now go back to the retailer Edit 12 Feb. Recieved email requesting more info didn't say what info they wanted. No message om here. PayPal have refunded my order

After very little use my one week out of warranty remote stopped working. S in order for any person to look at it I have to pay £150 for a service on the fire. Really just a scam for more money, or a replacement at a similar cost. This is on a fire used no more than 20 times. It makes fires from BFM very costly as well as unreliable. Cant recommend

I bought a Passion fire in 2018. Last winter, the fire was having problems lighting and needed 2 or 3 attempts before it lit. The fire had been serviced as part of my normal annual boiler and heating service. This Autumn, the fire failed to light at all and an error message was displayed. With a 15-year guarantee, I contacted BFM. They told me the error message indicated a problem with the oxy-pilot. They told me that a new oxy-pilot had to be fitted every year. If not, then the guarantee would be invalidated. When I told my heating engineer, he was astonished and appalled - in all his experience, he had never encountered a fire which had to have a new oxy-pilot fitted every year, a process which entails dismantling the fire. I then ordered the new oxy-pilot from BFM (we couldn't find any other supplier) at a cost of over £48.00. When I was being sold this fire at the showroom, I was not told about this, nor the fact that I would be paying an additional sum every year for this part - I would not have bought the fire. I am extremely angry about this, and the fact that I now have a worthless guarantee, as the fire had been serviced in its first year but without a new oxy-pilot. I do wonder if this is a deliberate product design fault by BFM so they have a regular extra income from customers having to buy this part every year. BE WARNED!