From dealing with Charlton and Jenrick For the original quote until today their Professional attitude.ha been very impressive A big thanks to Kendal there Technician who phoned to confirm arr... See more
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Review summary
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What people talk about most
Reviews shaping this summary
10 October 2025 Our gas fire was outside the warranty period and a small area of paint had come off the canopy. I contacted C & J to get advice on how to touch the small area up, the response from Ni... See more
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Its the after sales experience that makes this company such a fabulous business. Clever, polite, helpful, professional customer leaning people, who remind you of what Companies used to be like. Their... See more
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After discovering my electric fireplace had stopped working, I contacted C&J customer services. From the first call I had with Nathan, right through to the day my fire was fixed by Andy, my experien... See more
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Company details
Written by the company
Established in 1986, We have grown to offer a number of industry leading brands covering all aspects and channels of the fireplace industry, these are; Paragon, Infinity, Panache, Katell, Fireline, Purevision, Go Eco, iRange, Opulus, and Luminosa. Nothing is as welcoming as a “living flame”, whether you want a multi-fuel, wood-burning, gas, or electric stove or fire, we will have a fire type and design that is ideal for you, to take pride of place in your home. Our gas fires are hand made in our factory in Telford, Shropshire and both our gas and electric fires, plus our wood burning stoves are sold through a dedicated network of over 400 showrooms around the UK.
Contact info
Unit D, Stafford Park 2, TF3 3AR, Telford, United Kingdom
- 01952 200444
- sales@charltonandjenrick.co.uk
- charltonandjenrick.co.uk
4.4
Excellent
398 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Very straight forward to register the…
Very straight forward to register the product
23 January 2025
Unprompted review
Reply from Charlton and Jenrick
Hi Anthony,
Thank you for taking the time to leave a review.
We are pleased you found our warranty registration quick and simple, we will pass your feedback on 😃
The quality of the our log fire and the…
The quality of the our log fire and the look exceeded my expectations. We went with West Midlands Fires and they have been amazing.
16 January 2025
Unprompted review
Reply from Charlton and Jenrick
Hi Lucy,
Thank you for taking the time to leave a review.
We are pleased you have chosen one of our wood burning fires, and had a good experience with one of our authorised dealers.
Excellent spares department/after sales experience.
A spring failed on my wood burning stove door latch.A trivial issue,but a safety concern as it opened too easily obviously risking fire not being contained.An online search took me to Charlton & Jenricks trade spares site which is inaccessible to non trade it seems.Searching their main site I found the spares enquiry email which appears by clicking ‘contact us’ at the base of the page.This could be more prominent or a ‘spares’ header placed on the main web page,but otherwise everything was excellent from then onwards.I emailed that evening to enquire if the springs were available and at what cost.A polite and helpful response received early next morning to confirm yes.Several to and fro mails all very prompt to address payment details (bacs) and my parts are en route.Sadly the person/persons I dealt with provided no name so credit for their quick,helpful and polite service will have to go to the entire spares department.As for the stove itself I am just over a year in and having mastered it’s correct use I am extremely impressed.Correct use minimises glass cleaning which was an initial concern.High temperature adhesives,cement boards and porcelain tiles have cured plaster cracking where the, in my case external flue enters the chimney breast.Heat output is fantastic.Residue is minimal.Looks are fantastic (PVR Cylinder model) and all visitors to the house are impressed.From my experience so far a great firm,great products and an excellent post sales experience.
22 January 2025
Unprompted review
Reply from Charlton and Jenrick
Hi Terry,
Thank you for taking the time to leave a review.
We are pleased to hear you are pleased with the service you received for the purchase of your PVR Cylinder.
Installation of Paragon 2000 Fire
Installation of Paragon 2000 Fire
The Heating Engineer needed help in Fitting the fire and to this end contact was made with Technical support team. They provided all the help necessary by phone and providing diagrams by E Mail very quickly resolved the issues. A First Class Service which assisted in the Fire being installed correctly. I am also very pleased with the quality of the Fire and its performance in ease of Operation and Heat Output
10 January 2025
Unprompted review
Reply from Charlton and Jenrick
Hi J Lomax,
Thank you for taking the time to leave a review.
We are pleased you have had a good experience with our customer service team, we will pass your feedback onto them!
Seriously please do not buy the PVR5…
Seriously please do not buy the PVR5 stove from these useless people. The customer service is not worth the paper it’s written on. Had an issue for 5 years with the sharp edge of the front area cutting the fire rope.
Want to charge me to get their “service” team out. Want to charge me everytime for new rope. Cannot use the stove now as the rope gets cut over a 2 month period, causing the stink of smoke in the living room and making my asthma worse.
I’m an engineer, and work around Europe for 3 weeks every month.
I don’t have time for shoddy customer service. They didn’t fix it the first time. They don’t reply to emails. Attitude on the phone stinks. Please take your money else where.
I’ve heard Heta and Charnwood stoves are great.
As discussed on the phone: The last 4 years I haven’t had time to light the fire much.
I’m always at work. Working around Europe is arduous.
I use the stove very infrequently.
Maybe 3 times a week through the coldest 3 months of the year.
Your product with a cost £2k is badly designed, it has a small 3mm metal width for the fire rope to seal against.
I don’t have time to write up what you want.
I’m saying your 12 year manufacturers warranty isn’t worth the paper it’s written on.
Buyer beware.
I’ll be putting some money towards a Heta or Charnwood stove.
Hopefully have better customer service as well.
This is my honest review of the product that I have had for nearly 7 years.
If you don’t like honest reviews, why bother having a 12 year manufacturing warranty.
9 January 2025
Unprompted review
Reply from Charlton and Jenrick
Dear Will,
Firstly, we are disappointed with your review and look forward to working with you to see if we can find a satisfactory conclusion.
There are however several inaccuracies in your review:
The rope seal is classed as consumable part in our stove warranties, as they are for all stove manufacturers. On occasion, as a gesture of goodwill, we might decide to send a rope seal. In your case, in January 2019 we sent you a rope seal free of charge as a gesture of goodwill. In March 2019, after you reported a misalignment of the door, we arranged for one of our engineers to investigate which was within the 12 month labour warranty provided with stove. On this visit, the service engineer replaced the door seal and confirmed the door is fitted correctly and is sealed correctly.
On 9th January 2025 you phoned our customer service team reporting an issue which has been ongoing for several years. However, when we have checked our records, there is no record of us having any further communication with you following our visit in March 2019.
Your contract of sale is with the retailer you purchased the stove from, as reminded during your telephone call, and we are more than happy to assist your showroom identify and solve the problem if needed.
Alternatively, we now offer a chargeable visit from one of our service engineers, when we have additional availability as they predominantly do in-warranty calls. If you would like to register your interest for one of these visits, please visit- https://www.charltonandjenrick.co.uk/servicing-your-fire/
To help us gain a clearer picture of the ongoing issue you referenced on the call, we asked if you could provide a timeline detailing when the rope seals were replaced and records of annual servicing, as recommended by ourselves the manufacturer. Furthermore, we advised that on provision of the timeline of events and records of annual service we would review this with the stove developer.
Unfortunately, instead of agreeing to provide the timeline of events to help us assist you, you said you were going to leave negative reviews all over the internet and terminated the phone call.
This makes the contents of this review very unreliable and not a fair reflection on us as a company, as you haven’t given us a chance to help you before leaving this review.
We believe that resolving this matter requires open communication, if you are willing to send the timeline of the ongoing issue to our customer service team on helpdesk@charltonandjenrick.co.uk, with evidence of annual services and when the rope seals were replaced we will forward this onto the stove developer and see if we can get this resolved for you.
Trustpilot Team
Amazingly realistic Luminosa fire
Amazingly realistic fire. We were captivated by the demonstration fire at Washington Fireplaces and had them build a media wall to include the C & J Luminosa fire. The fire is almost hypnotic and we sometimes just sit and stare at it. incorporated heat unit seems hotter than its rating of 2Kw. We particularly love the flame effect with the smoke and shower spark effect. Highly recommended
9 December 2024
Unprompted review
Reply from Charlton and Jenrick
Hi Kevin,
That's great news! We are pleased to hear you are enjoying your new fire 🔥
Reply from Charlton and Jenrick
Hi Julie,
That's great news 🔥 Enjoy your fire this winter season.
Multi fuel wood burner
Just had my new wood burning stove installed. It looks great- offers 12 year warranty and installation was trouble free and clean.
Not yet used the stove - giving it time to settle in.
11 December 2024
Unprompted review
Reply from Charlton and Jenrick
That's great news 🔥 Enjoy your wood burner this winter season.
A lottery if the fire switches on or not
A lottery if the fire switches on or not
4 December 2024
Unprompted review
Reply from Charlton and Jenrick
Dear Donald,
Thank you for taking the time to write a review.
We would be keen to discuss the matter with you further. If you could please contact me using the email address below, either myself or a member of my team will come back to you as soon as possible.
Kind Regards
marketing@charltonandjenrick.co.uk
Excellent service
Excellent service, couldn't fault them & gorgeous fire
4 December 2024
Unprompted review
Reply from Charlton and Jenrick
Hi Michelle,
We are pleased you are happy with your product, and the customer experience 😃
Excellent stove
It appears to be an excellent stove. Harbour Stoves, Pwllheli, did a good job recommending it and installing it. I'm very happy.
30 November 2024
Unprompted review
Reply from Charlton and Jenrick
Thank you for leaving a review.
We are pleased to hear you are happy with your new stove, and were impressed by one of our authorised dealers.
The people in the shop were very…
The people in the shop were very helpful and friendly.
Gave us time to decide which fire we wanted without being pushy to sell.
First week in November
1 November 2024
Unprompted review
Reply from Charlton and Jenrick
Hi Joyce,
We are pleased to hear you chose one of our products, and had a positive experience with one of our authorised dealers.
We have just had a balanced flu gas stove of yours fitted. Love the fire and the heat it gives off. Like a wood burner but without the mess.
We have just had a balanced flu of yours
27 November 2024
Unprompted review
Reply from Charlton and Jenrick
Hi Adrian,
We are pleased to hear you are enjoying your new stove, and all the features it provides 🔥
Had some issues with infinity gas fire
Had some issues with infinity gas fire, but Charlton&Jenrick have been amazing with customer service and engineer Andy has been absolutely brilliant to get it sorted.
25 November 2024
Unprompted review
Reply from Charlton and Jenrick
Hi John,
It is great to hear that we were able to resolve your issue and you are happy with the service you received from our Customer Service team.
Poor Service, No Support When Needed
Had an FL780 fire that failed due to a PCB board issue. Called the service team and was shocked to learn they only have two engineers covering the entire UK. I was told warranty work takes priority, and they couldn’t even give me an estimate—not a date, time, or even a month. Left without heating and with a small child in the house, this level of service is unacceptable. Terrible company, proceed with caution! Update.
Thank you for your response. I must admit, I’m still feeling quite frustrated with the situation, as some details in your email don’t fully align with my experience.
Firstly, I did not own the property in 2017, so I don’t believe I would have been involved in any installation or warranty discussions at that time. This raises some questions about the warranty timeline you’ve referred to.
Additionally, regarding your mention of the warranty extension, I do not recall ever being informed about this or given the opportunity to act on it. If this information was shared, I’d appreciate you clarifying when and how it was communicated.
While I understand the seasonal pressures your team is under, it’s disappointing to hear that I cannot be given any indication of when the issue with my fire will be addressed. As a paying customer seeking a chargeable service visit, this lack of certainty is frustrating.
If your expanded aftercare service cannot offer support in a timely manner, I feel this should have been made clearer during your initial communication. I will consider contacting a Gas Safe Registered engineer as suggested, but I would have expected a more proactive resolution from your team given the circumstances.
Please confirm if there are any steps I need to take to facilitate this process or ensure my issue is resolved as quickly as possible.
15 November 2024
Unprompted review
Reply from Charlton and Jenrick
HI Craig,
Firstly, we are sorry you are disappointed with your experience up to this date.
Customer service have informed me that the last contact with you was on the 12th November 2024, when you requested a service visit for your Infinity 780FL which was first installed in 2017.
Because your fire was installed in 2017, it is no longer under warranty and any visit would be chargeable.
We called you on the 16th July 2024, as we now have now expanded our after care service, offering out of warranty service visits when we have spare capacity. In this phone call, you advised us that you would call us back if a visit was required. I recognise that this is what the call on 12th November 2024 was regarding.
Our service engineers are still pre-dominantly in warranty engineers, and service calls for customers who are in the warranty period are prioritised.
We are a very seasonal business, with big peaks in demand in the winter months.
Regretfully, due to this spike in demand we are not able to give you a firm idea of when we will be able to come and undertake this chargeable visit for you.
I have passed your details onto our customer service team again, who will call you once they have spare capacity and an engineer in the area.
Our products can be serviced by any Gas Safe Registered Engineer, so a possible solution if you would like the problem to be resolved sooner, is you can find you own engineer on the Gas Safe Register using the Gas Safe Register website below-
https://www.gassaferegister.co.uk/
We are always available to provide on the phone support to your engineer if they require assistance when they get to your address.
Regards,
Trustpilot Team
Update
The warranty starts from when the fire is installed in 2017, and comes with a 2 year parts and labour warranty, with the option of extending the parts warranty for a further three years. This means the extended warranty expired in 2022. There is no extension to this, as the 5 year extended warranty is already an extension of the basic warranty of 2 years.
I understand the frustration around the lack of certainty, we will take this on board.
We do mention on every call regarding a chargeable service visit that in warranty calls take precedence, making it clear that we will be in contact when we have an opening. If you feel this wasn't made clear enough, we apologise.
We are very proactive with in warranty calls, as our engineers are pre-dominantly in warranty engineers.
If you would like to discuss this further, please call us or email us on the email that was cc'd in my last email to you.
Regards,
Trustpilot Team
Great company with great customer service
We recently had a small issue with our new stove and through the dealer we were called by Charlton and Jenrick within 24 hours and appointment made within two days
The engineer Steve came to our home fixed the problem very quickly - Steve is a very friendly and professional engineer
The stove is fantastic and it’s great to see a company stand behind their products 100%
14 November 2024
Unprompted review
Reply from Charlton and Jenrick
Hi Steve,
Thank you for leaving a review.
It's great to hear you were pleased with the aftersales care we provide, I will pass your feedback on!
Katell Loreto Electric fire purchase…
Katell Loreto Electric fire purchased and fitted. Very good service from Shop purchase to fitting. And Warranty form activation wuth Supplier uncomplicated set up
Totally satisfied with product and purchase
12 November 2024
Unprompted review
Reply from Charlton and Jenrick
Hi John,
Thank you for leaving a review.
We are pleased to hear you have purchased one of our Katell suites and have had a positive experience with one of our authorised dealers.
GREAT OUTCOME.
I purchased the Infinity 890hd fire 5 years ago and I am regretting the purchase.
After paying for regular services each year, the control board failed, and I was told that I would have to pay £192 for an engineer to visit. The failed part was replaced around 3 months ago, and the firelighting system is now playing up, and they want another £192 to send out their engineer.
Absolutely disgraceful situation.
If I had known then what I know now, I would never have bought it. Apparently they only have 2 engineers to cover the whole country.!!!!
STOP THE PRESS!!!!
I have been pleasantly surprised by the outcome of my angry outburst.
I was contacted by C&J, and have now had a visit from one their engineers, and the fire is now working correctly.
I can only say that I feel I owe them an apology, and a very big thank you.
It was due to a failed component, which has been replaced free of charge.
My sincere thanks.
16 August 2024
Unprompted review
Reply from Charlton and Jenrick
Update
We have now booked Ken in for a free of charge visit to resolve this issue.
Dear Ken,
We are sorry you are disappointed with the service you have received so far, and the initial service call hasn't resolved the initial issue.
The usual procedure following any chargeable visit is we cover labour for 3 months and the parts for 12 months.
However, as you are reporting an issue so close to the end of the 3 month warranty, we are happy to offer you a free of charge visit as a gesture of good will to resolve the issue.
I have already emailed you the details of our customer service team, please contact them to organise this free of charge visit if you are interested.
We do only have two have engineers to cover the whole country, as they are pre-dominantly in warranty engineers, and service calls for customers who are in the warranty period are prioritised.
Our gas fires can be serviced by any Gas Safe Registered Engineer, on the Gas safe Register website- https://www.gassaferegister.co.uk/
Regards,
Trustpilot Team
Reply from Charlton and Jenrick
Hi Eugeniusz,
Thank you for taking the time to leave a review.
We are pleased to hear you are enjoying your new fire, and the improvement it has made to your home.
Classy product
Very classy product which adds to the fireplace in a very positive overall look of the fireplace
31 October 2024
Unprompted review
Reply from Charlton and Jenrick
Hi Grace,
Thank you for taking the time to leave a review.
We are pleased to hear you are enjoying your new fire, and the improvement it has made to your home.
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