There was an issue that I could not solve of find an answer for on their FAQ page so I emailed support. With a matter of hours, I had a reply asking for a phone number so they could ring me and resolv... Toon meer
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
Delighted with the service received from engineer Dobrin who visited to repair and service our lovely Halo 500 fire. He was patient in explaining the issue , how it had been resolved and signposting h... Toon meer
Bedrijf heeft geantwoord
We have a fire that was installed in November 2025. Chris at Evonic provided excellent support during the setup, patiently guiding me through the app controls over the phone. We’re extremely happy wi... Toon meer
Bedrijf heeft geantwoord
Really poor quality for a high end fireplace . These are marketed as " made in Britain " well maybe stick to China. Well over 1k and bear in mind how many weeks do you actually use it ? My history... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Established in 2005 in Stratford-upon-Avon, the heart of Shakespeare country, Evonic Fires is a multi-award-winning manufacturer of premium electric fireplaces. We take pride in designing and producing a range of British-engineered electric appliances and are recognised as one of the most technologically advanced manufacturers in the industry today. Alongside our market-leading electric fires, we offer an extensive selection of surround solutions, from fully designed media walls to classic fireplace mantels. Our diverse fireplace collection provides heating solutions for every interior, with a wide choice of styles, sizes, and flame effects. Operating from a 30,000 sq ft facility, Evonic Fires designs and produces some of the world’s most advanced electric fires, offering an extensive product range to suit all spaces and lifestyles. By sourcing components from leading suppliers and assembling every product at our UK factory, Evonic is committed to delivering excellence in every unit we dispatch. Choosing Evonic Fires means supporting British jobs, reducing your carbon footprint through shorter supply chains, and investing in a high-quality product built to stand the test of time.
Contactgegevens
1 Evonic House, CV37 8HW, Stratford-upon-Avon, Verenigd Koninkrijk
- 01789 263 868
- sales@evonicfires.co.uk
- www.evonicfires.co.uk
3,6
Gemiddeld
24 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Remote control issue fixed
There was an issue that I could not solve of find an answer for on their FAQ page so I emailed support. With a matter of hours, I had a reply asking for a phone number so they could ring me and resolve the issue that way. This happened, and Chris, the agent who phoned me, sorted out my issue in no time at all so I am really impressed by their support. It is the first time, and hopefully the last, that I have contacted them, but I feel sure that if it is necessary in the future then all will be well based on this experience.
22 oktober 2026
Review zonder uitnodiging
Antwoord van evonicfires
Thank you so much for your fantastic 5-star review! We're delighted to hear that Chris was able to resolve your issue so quickly and efficiently. Providing prompt, helpful customer service is extremely important to us, and it's wonderful to know that your experience has given you confidence in our support team. We'll be sure to pass your kind comments on to Chris. Thank you again for taking the time to share your experience and for choosing Evonic Fires!
Really poor quality for a high end…
Really poor quality for a high end fireplace . These are marketed as " made in Britain " well maybe stick to China. Well over 1k and bear in mind how many weeks do you actually use it ? My history was initial one the leds didn't work , as few years later the flame rotor needed replacing due to noise. Fast forward its noisy again so cleaned it as per engineer advice. Now it wont connect to the app and it blows the 13 amp fuse .
Evonic wont well over 300 to come out and change pcb. Wont supply the pcb on supply only . Customer service advised to use e touch app which is not even on play store . So spent probably half its value in repair bills if I want to proceed . Its a great looking fire but the build quality is rubbish . Had a easy life but still developed very expensive faults . Now its a expensive piece of furniture.
*** in response I've already contacted you with regards to the issue . Whats the point in asking me to contact you again ??
14 oktober 2026
Review zonder uitnodiging
Antwoord van evonicfires
We're sorry to hear about your experience and the issues you've encountered with your fire. We understand your frustration and appreciate you taking the time to share your feedback.
We would like the opportunity to look into this further. Could you please email your contact details to sales@evonicfires.co.uk so that a member of our team can get in touch to discuss your concerns?
Kind regards,
Evonic Fires
***Unfortunately, we are unable to identify your case from your Trustpilot review alone, which is why we requested your contact details. This would allow us to locate your existing correspondence and ensure the appropriate member of our team can look into your concerns further.
Purchased in 2024 was told it had 5…
Purchased in 2024 was told it had 5 year extended warranty fault occurred in August 2026, charged call-out +parts, rang call centre who said still had to pay on warranty.?? Paid it in full but poor company policy not honouring their warranty
The extended warranty and registration of the guarantee are the same process, which was done at the time of purchase. How come the guarantee was registered but not part of the extended warranty process??
1 september 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Mohammed,
Thank you for taking the time to leave your review. We’re sorry to hear that you were disappointed with the charges relating to your recent service visit.
We would like to clarify that your fire was purchased in February 2024 and was not registered for the extended warranty. Our Service Team discussed this with you on several occasions prior to the engineer’s visit and explained the terms and conditions of the extended warranty, including the requirement for proof of cover.
We also advised that, if proof of an extended warranty could be provided, we would review the cover and, where applicable, the parts would be covered, with only the service charge payable. Unfortunately, no proof of extended warranty was provided.
We appreciate that this may not have been the outcome you were expecting, but the charges were applied in accordance with the warranty terms and were explained to you before the visit. We remain happy to review any documentation relating to an extended warranty should you be able to provide it.
Had Aaron Fire fitted 4 years ago
Had Aaron Fire fitted 4 years ago, and no problems. Had to change my router and could not get fire to work. Contacted Evonic Fires help desk, and they were great in explaining what I had to do. Esme guided me through the whole process. She was very patient in explaining it all. Well done to Esme.
10 augustus 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Kenneth,
Thank you for your fantastic review. We’re delighted to hear that your Evonic fire has been performing reliably for the past four years, and that Esme was able to help you get everything back up and running after changing your router.
We’ll be sure to pass on your kind comments to Esme. Her patience and willingness to guide customers through any issues are exactly what we strive for at Evonic Fires.
Thank you for choosing Evonic Fires and for taking the time to share your experience.
Lovely fire and good customer service
Had a fire fitted to our new media wall and had some issues. They have all been resolved and we would like to thank Chris for his help and patience.
5 augustus 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello,
Thank you for taking the time to leave us a review. We're delighted to hear that you're pleased with your fire and that the issues you experienced have now been fully resolved.
We'll be sure to pass your kind words on to Chris, who will really appreciate your recognition. Providing helpful, patient customer service is something we pride ourselves on.
Thank you for choosing Evonic Fires, and we hope you continue to enjoy your new media wall fire for many years to come.
Worth the wait
Due to my internet service provider sending me a new wifi hub and my password changing my Evonics fire would not work. I called and spoke to Chris who explained I would need an engineer to come out as the fire needed a new chip programmed.
The wait for the engineer was over a month which wasn’t a problem due to it being summer and the fire wasn’t being used but had it if been winter I would have been upset about the wait time.
Tom the engineer arrived on time and took the time to explain to me that they were doing all they could to resolve the issue with the chip and hopefully going forward this wouldn’t happen and I wouldn’t need an engineer. He also explained they were short on engineers at the moment but they were doing all they could to recruit new staff and that he was covering the whole country that’s why I waited so long. Tom was a lovely young man who obviously knew exactly what he was doing, he was very professional, polite and courteous. Evonics please employ more Tom’s so we wouldn’t have to wait as long. I couldn’t have asked for a better service once he was here. He is a real credit to the business.
17 juli 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Janet,
Thank you for taking the time to leave such a detailed five-star review.
We’re really pleased to hear that Chris was able to explain the situation clearly and arrange for an engineer visit, and that Tom provided such a positive experience when he attended. Your comments about his professionalism, knowledge, punctuality and courteous manner are greatly appreciated, and we’ll make sure your feedback is passed on to both Tom and the wider team.
We also appreciate your understanding regarding the wait time for the appointment. As Tom mentioned, we are actively recruiting additional engineers to strengthen our nationwide coverage and improve response times, particularly during the busier winter months.
It’s encouraging to hear that the issue was resolved and that the visit left you feeling well informed about the work carried out and the improvements being made to prevent similar issues in the future.
Thank you again for your kind words and support. Tom will be delighted to know he made such a strong impression and that you consider him a real credit to Evonic Fires.
Chris our very helpful technical…
Chris our very helpful technical advisor was absolutely brilliant and very patient, he managed to talk us through getting our apps working again and our remote control working. What a fantastic service
Highly recommend the service
20 mei 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Jermy,
Thank you for your wonderful review. We’re delighted to hear that Chris was able to get your apps and remote control working again for you.
Providing helpful, patient and reliable technical support is something we pride ourselves on, so your kind comments will mean a lot to Chris and the team.
We really appreciate your recommendation and thank you for choosing us.
Fantastic customer service support from…
Fantastic customer service support from Chris resolving my problem over the phone
Thanks again Chris
13 mei 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Roger,
Thank you for your fantastic review. We’re delighted to hear Chris was able to resolve your issue quickly and provide the support you needed over the phone. Your kind words are greatly appreciated and will be passed on to Chris. Thanks again for choosing us!
Delighted with the service received…
Delighted with the service received from engineer Dobrin who visited to repair and service our lovely Halo 500 fire. He was patient in explaining the issue , how it had been resolved and signposting how to get the most out of this investment purchase. We had cause to get in touch with Chris in the office , who again provided excellent customer care. Very happy customer. Thank you.
23 april 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Louise,
Thank you for your wonderful feedback.
We’re delighted to hear that Dobrin provided such a thorough and informative service during his visit, and that he took the time to clearly explain the issue and ensure you’re getting the very best from your Halo 500 fire. It’s also great to know Chris was able to support you with the same level of care and professionalism.
Your kind comments mean a lot to the team, and we’re so pleased you’re happy with both the product and the service you received.
Thank you again for taking the time to share your experience.
App Keeps Disconnecting
The fire looks great and has lots of options that can be easily controlled by the App....... BUT.......
every time I go to the App it has lost the connection to the fire, so, power up the fire manually and relaunch the App. Works fine.
Next day, App has lost the connection and so on and so on.
If you sell a product that can be controlled by an App, make sure the App is robust!
6 maart 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Mike,
Thank you for your feedback. We’re really pleased to hear that you like the look of the fire and the range of features available through the app, but we’re sorry to learn about the connection issues you’ve been experiencing.
This certainly isn’t the experience we want for our customers, and we understand how frustrating it can be if the app needs reconnecting each time you use it. In many cases, this can be resolved with a few simple checks or adjustments to the connection settings.
Our support team would be more than happy to help get this working reliably for you. Please feel free to contact us directly at service@evonicfires.co.uk
or call 01789 263868, and we’ll gladly guide you through the steps to resolve the issue.
We appreciate you bringing this to our attention and hope we can help you enjoy your fire and its app features exactly as intended.
App doesnt work and company doesnt respond
The fire itself looks great.
Unfortunately, the app is utterly useless (just look on Google Play store). It doesnt connect and even if it does, the connection drops out and despite trying to reach out to the developer and Evoniq for over 2 years, they simply do not respond.
Truly horrendous and not befitting of a 'premium fire' and price.
19 februari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Thanks for your feedback, Andrew — we’re really sorry to hear about your experience with the app and the frustration this has caused.
We’d like to look into this for you and work towards a resolution. Please send us a direct message via our social media channels with your contact details, or get in touch with our service department so the team can assist you further.
We appreciate you bringing this to our attention and hope to put things right.
We had a heat issues on our evonic fire…
We had a heat issues on our evonic fire and a service call was booked for today. Tom the service/repair engineer arrived at the agreed time.
He was very polite and worked methodically throughout the repair.
Tom also helped set up the app on my phone.
I found Tom to be an excellent engineer, he is a credit to evonic fires.
12 februari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Ray,
Thank you so much for your fantastic review.
We’re sorry to hear you experienced a heat issue, but we’re delighted that Tom was able to resolve it for you. It’s great to know he arrived on time, carried out the repair thoroughly, and even helped you get the app set up on your phone.
We’ll be sure to pass your kind comments on to Tom – he’ll be thrilled to hear them. Thank you again for your support of Evonic Fires.
I recently ordered a fire
We have a fire that was installed in November 2025. Chris at Evonic provided excellent support during the setup, patiently guiding me through the app controls over the phone. We’re extremely happy with the fire. Couldn't recommend you guys enough
19 december 2025
Review zonder uitnodiging
Antwoord van evonicfires
Hello.
Thank you so much for your fantastic review.
We’re delighted to hear you’re extremely happy with your fire, and that Chris was able to support you during the setup and guide you through the app controls. We’ll be sure to pass your kind comments on to him.
Your recommendation truly means a lot to us — thank you for choosing Evonic Fires.
Want to thank the service team at…
Want to thank the service team at evonic fires for helping me set my fire up to the esmartplus app
4 februari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Michael. Thank you for taking the time to leave your review. We’re really pleased to hear our service team was able to help you get your fire set up on the eSmartPlus app. Enjoy getting the most out of your Evonic fire, and thanks again for choosing us.
Great Customer Service
Great customer service experience when I contacted the team in regards to my warranty. Very helpful and professional.
28 januari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Miss Park. Thank you for taking the time to leave such a great review. We’re delighted to hear you had a positive experience with our team and that we could help with your warranty. Providing helpful and professional service is really important to us, so your feedback means a lot. If you need anything in the future, please don’t hesitate to get in touch.
Warranty
Thanks for sorting my warranty out
I am a happy happy now
27 januari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Janet. Thanks so much for your review! We’re really pleased we could get your warranty sorted and even happier to hear you’re a happy customer now 😊
If you need anything else at all, we’re always here to help!
Bought a Evonic Vanquish
Bought a Evonic Vanquish, absolutely love the fire and the service from Evonicfires
27 januari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Alex. Thank you for your review! We’re delighted to hear how much you love your Evonic Vanquish and that you were happy with the service from our team. Enjoy your fire, and thanks again for choosing Evonic Fires 🔥
I had an issue with my remote control
I had an issue with my remote control, and Chris got it working within ten minutes, and also got me connected to an app, I never realized my fire had. Massive thanks to Chris and the speedy response.
27 januari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hello Sonia. Thank you for taking the time to leave such a great review. We’re really pleased to hear that Chris was able to resolve the issue with your remote so quickly and get your fire connected to the app too. It’s great to know everything was sorted within minutes. I’ll be sure to pass on your thanks to Chris – he’ll really appreciate it. Enjoy your fire and thank you for choosing Evonic Fires 🔥
evonicfires
Hi All
Had a problem with my Evonicfire which we have had for 3.75 years. We changed WiFi router from BT to SKY the fire app went down. We contacted Chris at evonfires and he was brilliant. He talked me through setting the app again and got it working.
Brilliant support thank you Chris.
Basil Morris
Alsager
27 januari 2026
Review zonder uitnodiging
Antwoord van evonicfires
Hi Basil,
Thank you so much for your kind words. The Evonic service team work tirelessly to ensure our customers are kept satisfied. Please do not hesitate to get back in touch should you have any further queries.
Kindest Regards,
The Evonic Fires Team
Very disappointed
I bought the e-lectra Camden fire, it worked for a couple of weeks, then an engineer came out after a week of waiting to repair it, he said the board was faulty, he changed it and was fine for four weeks and now it's completely dead, they are over priced rubbish and I have asked for a refund, but still waiting.
I have now had a refund from the shop I bought it from.
22 december 2025
Review zonder uitnodiging
Antwoord van evonicfires
Hi Androulla, we're sorry to hear about the issues you have had with your Camden stove. Please feel free to get in touch with us using the contact details provided and we can try and get this rectified for you.
Kind Regards,
The Evonic Fires Team
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.