Luxe Fireplaces

We didn’t have a great experience with our fireplace. We did have quotes from 2 different suppliers and if we had our time over would have chosen the other supplier. Some of it was miscommunication, some of it was rudeness, arrogance and the F-bomb being thrown at us in front of our 3 year old son. Eventually got it sorted completely but wished we’d read the reviews before choosing where to buy.

Very happy with product. Item is exactly as described. Will feal with LUXE again. Cheers Graeme

We had a really poor experience with Lux. We found them very pushy before we bought it and then we had lots of problems with our fireplace and they were nowhere to be seen. Bill was rude and needed to be really pushed to help us and whenever we called he acted like we were a big imposition. Zero desire to help. He stayed quiet throughout all our problems, never once offering to help until we called and really pushed it. Forget the fact we’d just spent $15k on a fireplace! Living Fire (maker) wasn’t much better. Them and Lux basically washed their hands of us once we had paid. Avoid! Such a shame, we felt very let down and wished we had gone with another supplier.

We don’t understand why there are negative reviews about this store but we decided to try it ourselves and we must say we were so glad that we did! And we felt the need to share our opinion to let other customers know. We purchased two sets of mantles, hearths, electrical fireplaces and trims from Luxe Fireplaces. There are so many varieties and all of top quality as we can tell from the mancraft, the design and materials. Their customer services were outstanding with special thanks to Rob. We had some miscommunication with our builder and were quite stressed out looking for resolution. But Rob was able to deal it promptly and patiently with clear explanations. And we felt we’ve learnt a lot from him. He’s a real asset to the the company and we couldn’t be happier with the way the issue was solved. Thank you Rob.

Very happy with my purchase.
Luxe Fireplaces were pleasant to deal with and my order was delivered quickly

The wood log carrier is very versatile and looks very good beside my fireplace. Happy with the product

I ordered my fireplace in December, was told it will arrive in January. I kept contacting the company for my fireplace as my house was finished and was just awaiting the fireplace and was told they will get back to me and they never did, until I told them I wanted a refund. It didn’t arrive until mid March. I then had to get the plasterers, painters and electrician to come back at extra cost once the fireplace arrived. I don’t understand why the fireplace came from China when it states on the website it’s “Made in Britain”. Very very bad customer service. Won’t be purchasing from there again.

No communication, took an extra 2 weeks past expected delivery date with no updates or tracking calling a number of time for updates. Once the product arrived it was missing the bottom pedestal had scratches and marks and door was broken.we have asked for a refund but awaiting a reply. I highly recommend spending the extra money next time and buying quality this isn't worth the small savings, terrible product and horrendous customer service.

I have had a great experience with Bill. He has gone above and beyond to assist me with my fireplace. Excellent follow through and care.