drufire.com Reviews 5

We've had a DRU Global 70 fire for nine years. It looks great and feels like a high-quality product. However, there's a significant drawback. We can't use the fire for more than 30 minutes because it starts producing an overpowering odour that gives us headaches. The installation engineer has looked at the problem three times but couldn't find a solution. So, each winter, we use it until the headaches start.
We've contacted DRU's customer service, their engineer, and all the approved suppliers in our area to rectify the issue. Unfortunately, the recommended suppliers are struggling to employ experienced gas engineers. DRU's engineer, who is far from the North East of England, is unwilling to travel. We've had phone conversations and tried their instructions ourselves, but without success. As a result, we have a fire that doesn't function properly and no qualified person to solve the problem. I've even offered to pay for the engineer to fix it.
I haven't given a one-star review because I don't believe the issue is entirely DRU's fault. It's also due to their lack of a support team or network capable of working on their fires. So no matter how much money I am willing to spend there is no one capable of resolving the problem.
I must add. I reccommended Dru fire to my neighbour and some of our clients and they have had no issues with their fires. The fires were installed by the same engineer.

When the fire works it is good. However trying to operate the fire through the App which is on an i-phone13 running 17.3.1 the App is patchy. Sometimes it works, sometimes it doesn't. I've had Gateway Error also Configure Fire.I've been it touch with DRU but the problem hasn't been resolved. Just about given up on the App and reverting to the supplied remote control.

We felt we had bought a very good fire, and think we did. However we had 3 separate problems in the beginning and I have to say they were dealt with very professionally and on time by the same technician (Joe), who was brilliant at his job and very explanative to why the problem persisted.
It was one of those problems that need to be watched for a period to understand why it was happening.
Since Joe`s last visit the fire has worked perfectly every time we have used it, we would certainly buy another fire from this company. Joe is a credit to the company.

Very poor after sales service. Have had two issues - first dealt with ok, but second problem has proved impossible to get it resolved so far. Apparently only one person covering whole of Ireland!!! Wholly unacceptable and disappointing as thought I was buying a quality product.