Charlton and Jenrick Reviews 390

QUALITY WORKMANSHIP PROVIDING A GREAT HEAT EXPERIENCE...

The engineers arrived punctually, got on with the work and had replaced my old outdated gas fire and fireplace by lunchtime. They worked hard, were conscientious, cleaned up after themselves and were polite. They did a brilliant job and I am very happy with with the end result.
Thank you

The person assigned to the fitting arrived exactly on time and did a great job on all fronts, fitting, plastering, showing us both how to switch on/off the gas fire and also tips on cleaning.

Very pleased with the professional and very prompt way your company acknowledged my guarantee registration
for the fantastic fire I’ve purchased.

D. Secker

I have recently had an Edge balanced-flue gas stove installed. The fire itself is lovely and looks really good, however, it can only be operated by a battery controlled remote control which is cheap and flimsy. The fire was installed in December 2025 and I’m already on my second remote. It’s forever ‘unpairing’ itself with the fire and is generally not of a good quality. The fire would be MUCH better if it could be operated without a remote control. Such a shame because I wouldn’t recommend the fire purely because of a cheap, unreliable remote control which spoils it.

Fire was delivered and set up with no problems

Had a fire off you before

Noticed a problem with the flame effect with the fire after the installation, after activating the warranty, had no problems contacting Charlton and Jenrick, email response excellent, engineer booked and rectified problem within an hour. Excellent all round service from both company and engineer.

Nice showroom, good display of gas fires, ordered, supplied and fitted without any problems at all

Everything was so straight forward unlike so many other websites !! Would recommend this company without hesitation !

electric fire installed and I wanted to activate the warranty. Didn't know where this was located so rang C&J who were very helpful and told me exactly where the serial number was located

Absolute rubbish mine has rusted and bad piting on the baffle after a couple months use and they say its normal my nans 20 year old log burner is it better shape stay well clear of the guys they obviously use very cheap steel

The gentleman I saw was very helpful and gave us all the information that we required

Polite showroom staff followed by positive home visit ,quickly resolving issues ,ordering new fireplace and installation on the date. Engineers arrived on time created minimum dust and left on time.

Great Eco stove product, swiftly delivered and a lovely addition to the home.

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 fires are also stylish, robust and effective. I would have no hesitation in buying from Charlton and Jenrick again. In fact I wouldn't buy a fire from anywhere else. Well done team, well done management.

Charlton & Jenrick deserve a full five stars for both their customer support (Nathan in particular) and their service engineer technicians (Kendal in particular) all of whom I found to be extremely professional and delivered everything they said they could, within the realistic time scale they provided. I would have no hesitation in using their services again.

Pleasant, efficient and professional fitting

Excellent service from sales to installation. Everyone I spoke to were genuinely helpful and informative and made the whole purchase experience a very pleasant experience.

I own the Purevision Wood Burning Stove from Charlton & Jenrick (purchased in February 2023) - the so-called “Rolls-Royce of our collection,” as they proudly describe it to make you feel you’re investing in something premium and reliable. Unfortunately, the moment you paid, that sense of care and professionalism seems to disappear completely.

Ten days ago, on Friday 21st November, I emailed the company with clear evidence (photographs) showing how unsafe the stove has become - in under two years of use. The situation is serious, and I expected at the very least a prompt acknowledgment. Instead, nothing.

This is what I wrote:

“I would be grateful if you could advise me, please, as our stove no longer feels safe.
I have noticed ash escaping from it, which is concerning, and I can see the fire through the gap. I also observed that the rope seal attached to the glass appears to have deteriorated or melted at the bottom.
I am worried that this could potentially allow carbon monoxide to escape. I have attached photos as evidence; I used a card underneath the door to clearly show the size of the gap.
I would appreciate a response as soon as possible.”

Not a single reply. So on Tuesday, 25th November, I called. The woman who answered - half-asleep, by the sound of it - admitted she had read the email but “had no chance to reply,” despite me clearly explaining that I am worried for my family’s safety. I also reminded her that the stove is registered and under warranty until 2034. She assured me she would get back to me “as soon as possible.”

And now here we are: 1st December 2025 - still no phone call, no email, absolutely no acknowledgment.
At this point, I’m left wondering whether they are waiting for a tragic headline to appear:
“It was such a lovely family - sadly lost to carbon monoxide poisoning.”
Would that finally prompt them to respond? Or would they simply wait for the investigation that follows?

The lack of urgency, responsibility, and basic customer care is astonishing - and completely unacceptable for a company selling products that directly affect people’s safety. I still wait for them to call or email back as the product is covered with a warranty!