Charlton and Jenrick Arvostelua 

I did have an issue with the thermocouple on my fire and C&J have very kindly agreed to replace it free of charge, which I really appreciate.

Warranty Service at its best
We have nothing but praise for Charlton & Jenrick’s Customer Service Team.
Minor issue with our flame effect electric fire. Supplying company contacted C&J.
C&J’s Customer Service Team contacted us immediately to arrange an Engineer to attend. Engineer attended same day. Andy their Engineer a true gent and a pleasure to engage with. Repair carried out within 30 mins. First class service and highly recommended. No drama’s no fuss, all sorted.
Wish all companies could offer the same level of customer service as Charlton & Jenrick.

Quick response to the warranty, form was easy to complete

A very prompt and professional response

Very poor service from them, had to buy the new fire walls for my log burner after 1.5 years and had fully serviced. My emails get ignored from them, I have paid full price including delivery for the side liner fire walls and sent out the wrong ones, still no reply via email. Shocking customer service and very upset with the amount I paid for my stove youd expect good service.
Order ref SQ021711

We bought a purevision pv5wi inset stove in 2016. We were advised it would perform as well as a freestanding stove by the retailer. To cut a long story short it did not heat the room efficiently it had a defect in that the air intake plenum was not correctly fitted during manufacturer. We consulted the retailer who suggested the manufacturer take a look, this never happened, several complaint emails but a complete lack of ownership of the problem by charlton and jenrick. Very disappointing customer service. We have now replaced with a freestanding 5kw log burner which is what we should have purchased in the first place.Edit...response from manufacturer has nothing to do with this complaint.We would not expect a manufacturer to resolve a consumable parts issue we would however exoect them to take ownership of a manufacturing defect or poor workmanship issue which was what we experienced 🤔

Bought a paragon focus Rs plus Remote fire. Have had 3 remote controls fail, which cost to replace. The remote controls need batteries changing often. Nice fire surround has rusted in less than a year which makes fire look unpleasant.

I first contacted Charlton and Jenrick to enquire about their latest brochure which included the latest Hydrogen compatible gas fires. In our case the Paragon HE model. I spoke with technical department initially and was a little surprised to be told by them there was no such thing. Until I explained I had seen it in their own brochure.However I was further surprised when I contacted 3 retailers in my vacinity to be told that hydrogen ready boilers were not available ...even though they had a stack of your new brochures in their store. I told them they were on page 16. This was only in December 2023. Every retailer told me that they had learnt something new!!!
However since then I have purchased a paragon HE and had it fitted today 28th February and the technical team (Nathan) has been very helpful with info and any after sales questions I had even to emailing me a link for registering the appliance.

Brilliant ! Could not have the Fire we wished for because of unforeseen problems ! However the shop and the fitter tasked with the problem of suggesting a different model ,which was agreed and quickly sourced and after a short interlude was fitted by excellent installers , no mess left and no disruption experienced, arrived when they said they would and worked extremely well to keep us informed of work done . Very pleased with the installation and enjoying the Warmth in what was always a coldish room ? We now have to leave the door open ! Many thanks to all who made this possible ,amazing !

The worst customer service 'manageress' I have had the misfortune to deal with. The infinity 480fl has been nothing but trouble. Asked for an engineer to visit in November 2023 they eventually turned up 15/2/2024 due to outstanding warranty work. What does that tell you? £250 call out fee + £100 for 'edb controller'. Second hand remote control receiver was fitted at the time. Engineer checked it turned on and off, however it was never put through a heat cycle. After an hour I was unable to turn the fire off with the remote control. I had to disconnect the unit while the fire was still lit and hot. Customer service blamed me for the fault less than 24hrs later. They now want an upgrade kit for £350 to fix it. I left a 1* review on Google, the responded with a 'caring' reply. I replied to their 'marketing' email address as requested which is just a standard BS response. However their response offline was the same palm-off as it was on the phone. Trust me if things go wrong you NEVER EVER want to deal with this company. I tried to track the now obsolete part down myself, when I mentioned Charlton & Jenrick to suppliers they laughed as well saying 'that's about right'. Cost of a new fire would be cheaper than I have already paid out for a still non working gas fire.
I bet I get the standard, please contact us email again. When you contact them nothing changes, their response is only "look we care". They DONT.

20/2/2024 response to reply below.
I'm not getting into an argument with you, this is my last response on the matter. The fact you are in effect calling me a liar is libellous. I paid just over £250 call out up front for the engineer to "attend when they are in the area". I argued this at the time. I had to book and pay upfront before they came out. There was no call out fee on the day as you stated because I had already paid. Shall I post a snapshot of the bank statement to prove it?
The receiver was SECOND HAND, as the engineer got it "of an old fire that was working". If it was was new then I wish to take this up with trading standards as it was dirty and in a used condition when fitted, the part is now not fit for purpose. Your own parts department told me the receiver "has been unavailable for the last year and a half and we can't get them". He even gave me a list of suppliers to try and get the part. So how was it new? Obviously as you have now said the parts are covered for 1 year, I need it replaced like for like as you clearly have the part. I was not charged for the receiver at the time. That would be generous of you to supply a free part, considering I have had to pay for every single part over the years for this infinity 480fl fireplace that has been nothing but trouble from day 1.
Why did your parts department quote me £350 for a new 'remote, receiver and edb box as they are not interchangeable'? It was not stated as a worst case scenario, that was the cost and I'm not allowed to but the parts anyway. The engineer who turned up was great, new his stuff and was helpful. I was in the room with him, the fire did turn on and off as stated. Obviously when the fire warms up there is now a problem like I previously explained. That fault was not diagnosed at the time. Perhaps a change to your processes for an onsite visit needs to be reviewed as it clearly the issue put me in a dangerous situation.
Your response is still reading to me as 'you signed that it was working, it's not our fault'.
My 1 (i would give 0 if i could) star review stands, as a company my experience has been dreadful, dissapointing and frustrating.

Had a Paragon Symphony from this company, and paid for full service every year from new. In 2020 had to replace full burner unit costing over £300 exc fitting. In December 2023, had problems with fire igniting even though the pilot light was lighting. Engineer advised us to contacted manufacturer who told us to replace complete ignition unit (pt no A-0514), costing £290 exc fitting. Still does not work. New controller even interferes with TV. Wife called customer care, extremely rude “manager” completely useless. Local shop and engineer trying their best to resolve, but K&J constantly putting obstacles in way. Avoid this company at all costs.
Update: Replied to company as requested only to be told to reorder and pay for the part again. After 3 weeks of using this fire with pilot light being permanently on, it went out and cannot be manually re ignited. So yet again no heating! How is this company allowed to operate?

Steve visited today to sort out the door on my PureVison Cylindrical …

He did a great job and I’m really pleased. Could you please pass on my thanks and good wishes?

There’s a moral here: if your C&J Log Burner needs work use the manufacturers Service Team!

Disappointed that our 1st and 2nd choice surrounds were not available and that the 3rd choice took several weeks to arrive. The surround cover is much blacker than the brochure

Waited 5 weeks for delivery and when arrived internal glass was broken and some of log bed was also broken. Glass was sent for emplacement and still waiting for log replacement. All of these issues cost me money as I had to pay gas fitter more for return visits to repair glass. Not happy as this has cost me over £100 more than expected.
Ian Moyse

Great looking fire, clean lines but very traditional too. Just love it.

I recently purchased a Charlton and jenrick electric 16inch electric fire, it looks great and works perfectly the only issue I have is that it is a bit noisy even when the heating selection isn't on. Is this normal? Many thanks.

Have just purchased a Paragon Focus RS Plus, remote controlled fire.
This is a 'balanced flue' fire to replace our existing fire that we have never been able to use, due to constant chimney problems. Took a lot of fitting into the chimney opening, as it was not straightforward.
A stylish fire, seemingly good quality and recommended (and fitted) by our local fireplace shop.
Two reasons it does not get five stars, as it is seriously expensive and I'm not sure the price can be justified. Also, the surround we require, black & black nickel is not made to fit the remote control fire, only for the slide control, which we currently have fitted, but with a hole in the side for the slide switch! Hopefully something can be sorted.

First-class service from going into showroom. Work carried out excellent very tidy and clean workers.

Efficient service, Good product.
Happy customer.

The balanced-flue Core gas fire looks very good and is highly efficient. The 12 logs provide a wide and deep fire and the black reflective "mirrors" at back and sides enhance the visual effect. Arranging the logs correctly is demanding and better photographs with the instructions would help the installer. Also a diagram of the positions for the lever in the slide control would avoid confusion. It's fine once understood correctly!