Just had second service - lucky to get the same technician as last time - Jon Thompson - the fire had stopped working a couple of weeks ago - he serviced it and it is working perfectly. Gave excellent... Toon meer
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Lees wat reviewers zeggen
We’ve always had log burners, but wanted something less messy—especially with the rising cost of logs—and more economical to run. After a lot of research, we chose the Reflex 75T because of its incr... Toon meer
Bedrijf heeft geantwoord
Reza was extremely courteous and polite. He telephoned to say what time he anticipated arriving.He was very careful to ensure that he was protecting my property and cleaned up after himself.He gave m... Toon meer
Just had our gas stove serviced by Stovax Gazco engineer Reza. He called in advance to check if there is anyone at home. Reza was super friendly, professional and courteous guy, even took his shoes of... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Stovax & Gazco manufacture wood burning, multi-fuel, gas and electric stoves, fires and fireplaces. The Stovax Group is the UK's largest stove and fireplace producer with a range of designs from contemporary to traditional to suit everyone's requirements.
Contactgegevens
Spitfire Avenue, Skypark, EX5 2FR, Clyst Honiton, EXETER, Verenigd Koninkrijk
- 01392 474000
- stovaxonline@stovax.com
- stovax.com
4,7
Uitstekend
2K reviews
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Just had second service
Just had second service - lucky to get the same technician as last time - Jon Thompson - the fire had stopped working a couple of weeks ago - he serviced it and it is working perfectly. Gave excellent advice on using the fire and clearly knew his way around the product. Very friendly and helpful - the dogs liked him as well which is always a good sign!
20 april 2026
Review zonder uitnodiging
A very diligent and helpful engineer
Reza was extremely courteous and polite. He telephoned to say what time he anticipated arriving.He was very careful to ensure that he was protecting my property and cleaned up after himself.He gave me sound advice and did not leave until he was happy I could use the remote control and understood the best way to be fuel efficient and enviromentally aware.A true credit to your company .
20 april 2026
Review zonder uitnodiging
Riva 500 gas fire fault
From the moment Reza Nejad, the service engineer, arrived his professionalism and respect for our home was impeccable. Reza was meticulous in identifying the fault with our Riva 500 gas fire and worked methodically, explaining as he went, what he was doing and why. He was confident from the outset he would be able to fix the fault and we were thrilled this was the case. Reza’s work was carried out to a very high standard, cleaning the fire internally and externally, and protecting the surrounding area with a dust sheet. Reza was polite and courteous at all times and clearly a highly experienced and competent engineer. We highly recommend Reza.
15 april 2026
Review zonder uitnodiging
Great experience / charming engineer
We've just had a great experience with Jon Thompson, who has serviced two of our fires today. He's been brilliant from the word go, from keeping us up to date with his eta to explaining all that he's done. He kept everything spotless and has just been a charming guy to deal with. He also loves dogs, which is a real plus!
17 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Mrs Thompson
Thank you for your 5-star review.
It is lovely to hear what a great job our engineer Jon has done servicing both your fires.
I know Jon works hard to make sure that he leaves his customers pleased with the work that he has carried out, and the fire or stove looking like new. He is also always happy to say hello to a customer’s dog.
I will pass on comments to Jon as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Reflex 75T Fabulous Fire
We’ve always had log burners, but wanted something less messy—especially with the rising cost of logs—and more economical to run. After a lot of research, we chose the Reflex 75T because of its incredibly realistic flame effect and impressive heat output.
We couldn’t be happier with our decision. The fire looks fantastic, performs brilliantly, and has completely transformed our space. We’re so pleased we chose this model—highly recommended!
17 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Adam
Thank you for your 5-star review.
It is lovely to hear how much you love your new Reflex 75T gas fire. It is a stunning gas fire, with its ultra realist log effect and LED ember light fuel bed, it looks just like a real Woodburner with just a touch of a button.
We love to see our fires and stoves in their new home. if you haven't already, please send pictures to www.stovax.com/review, where you have a chance to win the cost of your product in our prize draw.
Kind regards, Customer Care
customercare@stovax.com
Disappointed
We have a fire purchased from our local shop which we had instulled along with a fire surround. We are very pleased with both ,but we thought it was to hot even on a low setting.We went to the shop on the aim to purchase a lower heat output fire.It was suggested that I contact Stovax and ask for advise.we spoke to a young lady who asked about our warranty that we had and asked for proof of instillation and sevice record and sent us a form to send the info on.We did this and the next step she asked was the technician team wonted photos of the fire off, on high,and on low which we obliged. Next step was to send a engineer out.
At all stages of this we
made a statement that we was not complaining
but wondered if this was a normal settings.
The engineer came and set the fire was working as it should.About a few weeks we had a invoice for £170.I questioned this and was told that by sending the form in that was sent online, it explained everything. The manager even said to me how could technician see from a photo what was wrong ,
but I said I agree but why ask me to send it then?
Please all be aware
This was a simple question Not a complaint or breakdown.
16 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Ian
When a customer requests a warranty call, we will often ask for photographs of the appliance and its installation. This is because our technical engineers review these photos to look for any obvious reasons for the complaint. This allows us to make sure parts (which potentially might need replacing) are on the engineer’s van for their visit.
These visual checks are in no way a fault diagnoses, and the decision to come to site to investigate your fire was based on the information you had given us, including the feedback from your Retailer, and therefore was subject to our Warranty T&Cs.
In our T&Cs we do state that when no manufacturing fault is identified on site, additional charges may apply. In completing the online warranty form, you did indicate that you had read and accepted these terms, which was why you received an invoice.
I will however pass on your comments to the Service and Warranty manager, as we do appreciate customer’s feedback.
Kind regards, Customer Care
customercare@stovax.com
I brought a Gazco stove in August…
I brought a Gazco stove in August 2025.started to use it the end of October .after 2 months of use .the glass started to mist up.so the engineer came out and said it was our fault.he said i had a candle on in the kitchen.and a fresh air dispenser in the room the fire was in causeing the problem. I showed him there is no battrey in the fresh air dispenser. And not had one in for,a year.And no lit candle in the lounge where the fire is .then he said it was low gas presure i called out emergancy gas.they said the presure was fine.Then he,said it happens more if the pilot light is on all the time.i can not light the pilot as i have terminal cancer and can not get on the floor to light it as i cant get back up .thats,why i paid more for a remote control lighter.all together it cost £3,500.It seems as though they blame every thing they can except for the fire it,self.so the 5 year warranty is not worth the paper it is written on.so they charged me £170 call out fee.iv had the fire for 8 months.hoping to make life easier for me for,what ever time i have left.after having a wood burning stove for years.And it has just turned out to be a nightmare .im loosing sleep over the problem. Spock to the manage today to resolve this problem. But he was not at all helpful.so iv got a fire with misting up glass at the frount of the fire.so i can,t see the flames. And it seems i can,t do anything about it.i told him we live right next to the sea no contaminated air in the house or outside. Which he said caused the problem. NOT THE FIRE. So please be,aware if your thinking of getting one of there stoves. Iv just had a reply from Gazco on trust pilot.its,a shame they can,t reply as fast to a problem with the,stove.the engineer came 2 weeks ago.no candles in the house or fresh air plug ins.i dust and hover the lounge.And it is misting up again. There is nothing else i can do.on my part.the stove is not fit for purpose in a normal hoise hold setting.so as i said before please be aware if your thinking of buying from this company.because i feel £3,500 Is a lot to pay and to be treated like this.
23 oktober 2025
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Gail
I would like to assure you, that if there is a warranty issue with the manufacturing of one of our fires or stoves, we will always resolve the issue. Unfortunately, in your case our engineer found no actual fault with your stove
We have sold hundreds of these stoves over the last few years and so know that the issue you have experienced is not a design flaw or a manufacturing issue.
On the rare occurrence, where one of our fires or stoves has experienced white marks appearing on the glass and around the pilot, lab testing has found that the white substance is silicon based.
The silicon is not used in any part of your stove but has been introduced via residues in the air around it. Likely causes are candles, room sprays, cleaning products like surface polishes etc. This air is drawn into the stove where it reacts with the heat to cause the white residue you can see. This can happen on any convector appliance in this situation and is not unique to ours.
Our engineer has cleaned the appliance so the residue is no longer there, but you will need to be careful with products used around the stove to reduce the risk of this reoccurring.
The gas readings at the time of the visit, showed the pressure was correct at the meter but that it was too low at the stove. This meant at the time of testing you were losing pressure between the meter and the stove. Photos have been provided of these readings.
We are sorry that this isn’t what you wanted to hear but unfortunately there is nothing more we can do to help.
Kind regards, Customer Care
customercare@stovax.com
Engineer Tim Smith attended to service…
Engineer Tim Smith attended to service our stove. There had been problems accessing aftercare from a local provider & an issue during the service. He helped us navigate the problem by offering very sound advice which worked effectively. Huge thanks!
18 maart 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Deirdre
I am sorry to hear that you had an issue accessing aftercare from local providers, but as you have seen we are always happy to attend.
One of the great things about using our service and warranty engineers is that their technical knowledge of our fires and stoves allows them to quickly diagnose and resolve any issue.
They will also take the time to give advice on how to use and care for your stove in the future.
Kind regards, Customer Care
customercare@stovax.com
Excellent service from Paul…Gas Fire service.
Excellent service from Paul Pascoe,service engineer.Fully explained what service entailed. Left premises clean and tidy will use again 100%.
15 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Thank you for your 5-star review.
It is lovely to hear that you are happy with the quality of the work our engineer Paul carried out and you will happily use our service again.
Paul like all our engineers takes great pride in leaving your fire working and looking like new, I will therefore pass on your comments as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Gas engineer Reza a perfect gentleman
Gas engineer Reza a perfect gentleman, explained what he was doing what was wrong and gave good advice for the future
14 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Ron
It is lovely to hear that Reza has done a great job servicing you fire or stove.
When our engineers carry out a service they not only strip down and fully clean your stove or fire, replacing any parts required, but will also spend the time to run through the best way to operate your stove.
I will pass on your comments to Reza as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Great servicing by Reza!
Just had our gas stove serviced by Stovax Gazco engineer Reza. He called in advance to check if there is anyone at home. Reza was super friendly, professional and courteous guy, even took his shoes off! He explained everything in detail, serviced the stove and cleaned after himself. Thanks!
13 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Thank you for your 5-star review.
It is great to hear that our engineer Reza has done an excellent service on your fire or stove and took time to explain everything clearly.
It is the quality of engineers like Reza which allow us to offer our 5- star service.
I will pass on your comments to Reza, as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Jon and Derek attended today very…
Jon and Derek attended today very experienced ,clean ,tidy excellent service 5 star service
13 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Susan
Thank you for your 5-star review.
It is always lovely to hear what a great job our engineers do. Both Jon and Derek always work hard to make sure a customer receives the first-class service we are so proud of.
I will pass on your comments to Jon and Derek as I know they will be pleased.
Kind Regards Customer Care
customercare@stovax.com
Jon Thompson
Jon did a great job for us today, he was very efficient & super friendly. Would definitely recommend.
10 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Helen
Thank you for your 5-star review.
We always appreciate it when a customer takes the time to write a positive review.
Jon, like all our engineers, takes great pride in delivering a 5-star service, so I will pass on your comments as I know he will be pleased.
Kind Regards Customer Care
customercare@stovax.com
Consumer warning regarding Stovax…
Consumer warning regarding Stovax Gazco.
A Gazco gas fire installed in May 2025 produced a persistent, foul odour from first regular use in December, causing clear respiratory irritation. After more than 50 hours of operation with full ventilation, there was no improvement. The smell remains present even when the appliance is not in use.
This issue was independently confirmed by both the installer and a gas engineer. A Gazco engineer attended and advised that the fire should not be used, attributing the problem to the flue rather than the appliance itself.
Despite this, I was charged £170 for the visit on the basis that no manufacturing fault was identified. When I contacted Gazco to explain that I had acted entirely on professional advice, the response was dismissive and discourteous: I was repeatedly interrupted and the call was terminated. I subsequently received correspondence threatening debt recovery.
In my view, both the handling of this matter and the attempt to levy charges in these circumstances fall well below reasonable customer service standards.
For balance, I wish to commend J B Coleman (Hexham), whose service was professional and customer-focused throughout; they ultimately settled the disputed charge on my behalf. I would recommend them without hesitation.
9 februari 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Dr Mansour
We are somewhat confused with your negative Trustpilot review.
Our engineer on attending your gas stove found your fitter had installed an incorrect flue configuration and used unsuitable sealant. Both of which posed a significant safety risk and was not in accordance with our installation instructions. Therefore, a Safety Notice was placed on the installation, and you were advised not to use the appliance. Our engineer also confirmed that it had been the incorrect sealant and installation which had caused the issues you had been experiencing.
This should have been identified and remedial work done by your installer and/or your gas engineer when they independently confirmed the issue. If this had been done at that time, there would have been no need to make a warranty claim with us.
As our engineer found no manufacturing/warranty fault with your Gazco stove, the visit became chargeable as per our T&Cs, which you agreed to when making your warranty claim on our website.
Along with the Safety Notice given on the day of the visit, we sent a copy of our engineers report as well as the invoice. You therefore had enough information to contact your installer so they could rectify the issues identified, and to request they reimburse the cost you incurred from our call out fee, as the fault was with the installation and could have been avoided.
As a company we cannot financially just absorb costs incurred when the issues are caused by 3rd party engineers/installers, and although we understood your frustrations, the outstanding invoice needed to be paid.
Kind Regards Customer Care
customercare@stovax.com
Ireland warning
Purchased Gazo EReflex in 2023 as customer in Dublin, Ireland. First fault one year later and engineer had to come out and replace motor. Heater stopped working again this month. Contacted Stovax / Gazco and said that fire is out of warranty and they no longer have any engineers in Ireland and get on to shop who sold. When I went back to them, they came back to say they they now relied on their Scottish engineer to cover work in Northern Ireland (I am not in Northern Ireland) and the cost would be GBP£ 170 plus VAT for call out and first hour and £45 per 30 minutes thereafter. Strongly advise avoiding for both reliability and service.
8 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear George
We are sorry that you have had an issue with your fire and that you are not happy with the service we have offered.
When you purchased your electric fire, it came with a standard 1-year warranty, which on registering with us, could be extended to two years. Unfortunately, as you did not register the fire, the warranty ended in 2024.
We currently do not offer service engineers visits in Southern Ireland, instead we suggest to consumers, they should contact their Retailer who will be able to purchase replacement parts and often will fit them for their customer.
When you contacted us again, unhappy with going to your Retailer and because previously you had a warranty issue, we agreed that we would have one of our Senior Engineers from the UK come to resolve your issue, but this would be a chargeable visit as the fire was 2 years out of warranty. It does appear that you have declined the offer.
All our fires and stoves have passed all the relevant quality and safety standards required, and the heater which appears in your case to not be working, is a consumerable part as it will wear with use.
Kind Regards Customer Care
customercare@stovax.com
Extra mile
We have just had an investigation into gas smells from our fire by Gazco engineer Jon Thompson.
We were very impressed with his approach to thoroughly, systematically test for leaks. The problem has been going on for a while and it is a great relief that Jon identified the issue and is dealing with ordering parts and returning to complete the job.
Excellent service and diligence as Jon persisted until the issue was found.
2 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear David
Thank you for your 5-star review
As a company we do take the issue of gas smells seriously, which was why our technical department on receipt of your complaint, contacted you to explain how to isolate your fire to remove any risk with the appliance.
We then quickly arranged for our service engineer to come to site to assess your 5-year-old fire. Jon like all our engineers, is trained so that he can thoroughly check your fire and diagnose the cause of the issue. Unfortunately, on this occasion, due to wear and tear, a new part was required and has had to be ordered. We will of course arrange a revisit with Jon to fit the part as soon as possible.
Once the part is replaced you should be able to sit back and enjoy your fire confident in the knowledge that it is again working as designed.
I will pass on your comments to Jon as I know he will be pleased.
Kind Regards Customer Care
customercare@stovax.com
Storax Gasco fire servicing
Shane is a very efficient engineer. He serviced the fire for us cleaning all the parts that needed to be done. He showed me how to look after the fire effectively and how to change the battery if required. A very pleasant person to have in the house.
2 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Nigel
Thank you for your 5-star review
It is always pleasing when a customer appreciates the 5-star service our engineers provide.
Shane, like all our engineers, takes great pride in making sure when servicing a fire or stove, he leaves it looking and working like new.
I will pass on your comments to Shane as I know he will be pleased.
Kind Regards Customer Care
customercare@stovax.com
Very friendly and professional
Jon Thompson (the engineer) called to say he was on his way and swiftly got to work (annual service). Ensured carpet was protected and tidied up after himself. He found the pressure was slightly reduced and advised accordingly. Very friendly and professional plus patient when my dog tried to assist him!
25 maart 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Gemma
Thank you for your 5-star review
It is great to hear what a fantastic job our Service Engineer did on site.
Jon, like all our engineers, will take great care with not only your fire, property, and occasionally a family pet, he also takes great pride in making sure he leaves your fire or stove working and looking like new.
I will therefore pass on your comments to Jon as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Kenny - Gazco fire repair
Kenny was excellent! Finding engineers who truly know their stuff can be tough, especially with brands like Gazco, but Kenny definitely does. He is highly professional and extremely polite. Having had some pretty bad experiences, I can honestly say I’m so relieved to have found him.
1 april 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear Gemma
Thank you for your 5-star review
We are sorry to hear that you’ve had bad experiences with your own engineers, but pleased that when you finally approached us, we were able to send one of our Senior Engineers to site, where he easily diagnosed the fault.
We will now be working with you to arrange a revisit with Kenny, so we can get your fire looking and working like new.
I will pass on your comments as I know Kenny will be pleased.
Kind regards, Customer Care
customercare@stovax.com
John the gas fitter was briliant from…
John the gas fitter was briliant from phone call coming .to leaving house explaining how things work will allways request him from now on
31 maart 2026
Review zonder uitnodiging
Antwoord van Stovax & Gazco
Dear David
Thank you for your 5-star review
We always love to hear what a great job one of our service engineers has done, and it is the quality of our engineers which allows us to offer the 5-star service we are so proud of.
I will pass on your comments to Jon, as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
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