Phoenix Fires NW Ltd

Great service from Matt and the team, absolutely seamless from start to finish. We are made up with the install and quality of the fire. All the staff were clean, polite and friendly. Keep up the good work!

We returned from holiday to a pretty serious issue with our fireplace which required immediate attention.

The following day we drove out to Phoenix Fires to discuss what had happened. John in the office was fantastic and when we agreed to proceed, Matt came round the next day to confirm the works required.

We were booked in the week after and the fitters (Niall and OB) were on time, polite and went the extra mile when further concerns were located. The final finish looks outstanding and we have already recommended them to friends and family. Thanks again.

Paid for a job in advance- chimney cowl replacement. They never turned up to do the job nor did they have the courtesy to contact me ! I had to ring them to find out what happened at which point the first person I spoke to had no clue I was even booked, eventually says oh yes sorry they got delayed on another job. I rearranged and again no show no contact ! Rang to get a refund no one answering the Phones. Will now be reporting the company for fraud and theft !! Absolutely horrendous place stay well away and DONT pay in advance receipt or not.

Wish I had read reviews before using. Please don't use this company; they appear to have a reputation of not turning up. I rang and paid a deposit for my wood burner to be serviced. Had to chase to get the date booked in; then they didn't show at the agreed time on that date. After an hour I rang to find out where they were and was told they were delayed on a previous job and couldn't make it (so no phone call from them to let me know, I had to chase them). Booked a different date and again they didn't bother to turn up or ring to say that they were delayed or wouldn't be coming. I rang the office very angry as that's 2 afternoons' I have now taken off work for Phoenix Fires to let me down - and I don't think they're even that bothered. I asked for my deposit to be refunded - which I assume will come through in the next day or so. Their attitude seemed very much to be; "we've organised your refund so don't be angry at us". Terrible service.

Couldn’t recommend phoenix fires enough!

Their attention to detail is immaculate.

The whole team was very professional & friendly. They was very informative and answered all questions.

I felt like they was very approachable & the job itself of fire installation is perfect!

Had so many compliments since having it done and was one of the best decisions I could of made with the strike of gas prices.

Thank you again phoenix fires your work & team are second to none.

We had a lovely fireplace and gas fire fitted as a recommendation from our son. The guys came when they were supposed to and cleaned up after themselves whilst we were away. The fire is great and we thanked them for their service and we were asked to submit a Facebook review. However the problems began with the aftercare service. Our house is undergoing renovation so we only noticed there is a gap between the base of the fireplace and the wall once we uncovered the fire. My husband has phoned, left messages and even emailed photos to the team. We have not received a reply. Earlier today I left a subtle message on their FB page stating that we liked our fire, but requested that they contact us. I have now been blocked and my comment removed, which is fine as I will leave reviews elsewhere. The sad thing is, I have recommended them to other people, which I now regret. I do not think they are a bad company as we love our fireplace. I just think they are so busy that after-sales is not a priority, which concerns me because everything we purchased has a warranty. Hopefully they will try to contact us as we have contacted them numerous times.

Please avoid, customer service and communication is non existent.
Order placed August and deposit paid, fitting date provided for start of October this was not achieved as stove didn’t arrive - fair enough however no communication since then, no new date, no follow up calls received. A further month passed before we finally requested refund via phone calls and e-mail however this is being ignored. Beyond frustrating and now trying to recoup via credit card.
Note that no reviews are allowed on the FB page which is telling.

Phoenix Fires Rawtenstall - First class service from first class people!

Excellent workmanship and faultless communication to advise progress between placing the order and installation.

At the start we contacted Matt by Telephone and he visited us that afternoon and explained what was possible in our newbuild home, initially we weren't even sure if we could have a Log Burner but Matt explained everything clearly and quickly provided an estimate for the work.

We placed an order for a Henley Zanzibar multifuel stove, honed granite hearth and slate wall tiles along with twin wall flue system.

We were given a start date and the team turned up on on the dot on the start day and each subsequent day.

The staff are a superb team of lads, who were all a pleasure to have around the house whilst the work was being carried out - very clean and tidy and good fun to work with :-)

I’d recommend this company and the staff unreservedly and we would like to say a big Thank you to Matt and ALL The Team, we are VERY pleased with the finished results!