Excellent service. Arrived four days after ordering. Had a problem with fuel box as it was creating a mist and smell. Contacted Inaginfires and Brenda sent a replacement straight away arriving again f... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Have always bought our fuel from this company Might be more expensive than elsewhere - haven't checked in too much detail as trust that their fuel keeps our fire in good service Excellent delivery... See more
Company replied
Oh my goodness, why didn’t I buy this fire before? Yes the fuel can be a little bit expensive but it really does heat up my conservatory, they are addicted to it and probably need to use it slightly l... See more
Company replied
Amazing company. Exceptional & faultless customer service. Brenda and team were so helpful with changing our order from the Burford Stove to the Howarth. This was processed and delivered within 5 day... See more
Company replied
Company details
Information provided by various external sources
At ImaginFires we exclusively design and manufacture stylish Bio Ethanol fireplaces. Whether you require a contemporary or more traditional style fireplace, we have the solution for you. Our fireplaces are all compliant with the European Standard EN/BS 16647 and come with a one year warranty and free delivery as standard.
Contact info
20-22 Wenlock Rd, N1 7GU, London, United Kingdom
- 01443 203994
- support@imaginfires.com
- www.imaginfires.co.uk
4.7
Excellent
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Efficient service
12 February 2026
Reply from Imaginfires
Happy to hear you are happy with our service .
Reply from Imaginfires
Thank you! We're glad your order arrived on time and that you were happy with the service.
Reply from Imaginfires
Thank you for the 5 star review.
Well done, Imaginfires!
Easy to order from website. Good communication and items are delivered promptly. Excellent customer service.
3 February 2026
Reply from Imaginfires
Wonderful to know you're happy with our service and our product.
l have not had my delivery yet when i…
l have not had my delivery yet when i recieve in match i shall up my stars .
2 February 2026
Reply from Imaginfires
Hi Apologies you have received an email asking to review it is an automated email sent by TRUSTPILOT. We are on track for delivery middle of March.
Thank you for your continued patience.
There was a problem with delivery and…
There was a problem with delivery and Customer Services were excellent.
My fire is even better then anticipated.
The heat is produces heats my hallway perfectly.
4 February 2026
Reply from Imaginfires
Glad we were able to sort out your delivery quickly and you are enjoying your fire
Reply from Imaginfires
Happy to hear the Stow is keeping you warm and cosy.
So glad we brought this fire
We brought a bio ethanol fire for Christmas
We have since brought oil and logs
The quality of the products are amazing
I cannot believe the heat we get from this and the feeling of a real fire
I Thank imagin fires for there great fast customer service in any questions I had. And the fast delivery of everything we have ordered
4 February 2026
Reply from Imaginfires
We are delighted you are enjoying you fire and thank you for a fantastic review.
Reply from Imaginfires
Thank you for the 5 star.
Ordered this fire not disappointed it’s…
Ordered this fire not disappointed it’s lovely easy to put together . Looks lovely like real fire .
11 February 2026
Reply from Imaginfires
Thank you.
Reply from Imaginfires
Apologies for the wait as the Bredon was on a pre order. Happy to hear you are loving the fire.
Reply from Imaginfires
Thank you for the 5 star.
Bio ethanol fire
First had our fire delivered and noticed a dent on the side. Rang customer service very helpful. Organised a replacement asap. Now have it all set up with a flue. Absolutely delighted with it. 2 years contemplating about buying one. Wish we done it sooner. Fantastic company to deal with
9 February 2026
Unprompted review
Reply from Imaginfires
We are delighted we were able to solve your problem quickly and you are loving your fire. Thank you for a lovely review.
Reply from Imaginfires
Happy to hear you are enjoying our scented fuel.
I was informed that my fire was to be…
I was informed that my fire was to be delivered on the Wednesday and it arrived on time .not had it on yet but it looks nice in the position i wanted it
28 January 2026
Reply from Imaginfires
Love hearing the delivery was quick and easy.
Ordered and was down as in stock
Ordered and was down as in stock, it then turned up 3 months later.
Opened it and the lid is bent and battered, literally fuming in all honesty.
They blatantly ship directly from China with no holding place in the UK as the address is an apartment in London.
Total waste of my time and I wish I'd gone with a different company.
11 February 2026
Unprompted review
Reply from Imaginfires
Hi Mick,
We’re sorry to hear that you remain dissatisfied following our email exchange earlier today.
To clarify, the item was clearly listed as pre-order when your order was placed, along with the estimated dispatch timeframe on the product page. It was not advertised as in stock, and the delivery period reflected the pre-order status.
After you contacted us this afternoon, we responded promptly and offered a partial refund if you were happy to keep the fireplace with the damage. When you advised that you would prefer a replacement, we immediately arranged this, including collection of the damaged unit this Friday.
Should you prefer not to receive a replacement, we can instead arrange collection and issue a full refund.
Reply from Imaginfires
We’re so glad we could listen to your concerns and get everything sorted for you. Your satisfaction is our top priority
No show of goods
Would love to be able to write a review. Alas i still have not received my stove and have not had any response from either your company or the delivery company as to when it might arrive.
Please respond urgently!
16 January 2026
Reply from Imaginfires
Apologies for the Trustpilot review request, they do not allow for back orders sorry.
Good news our new stock has arrived in our warehouse. Your order should be with you by the end of this week beginning of next week at the latest.
Great online ordering system and fast…
Great online ordering system and fast delivery.
20 January 2026
Reply from Imaginfires
We love hearing ordering was easy and smooth delivery.
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