“This was issued to me as an AR- antireflective glass which I thought was the rear glasd. I had beben ito the store 5 times to view and decide and on three occasions my wife and I remarked about our reflection from the rear glas.. We were assured this was possible and misunderstood the AR glass supplied wqas for the front and not the rear. So we still have ongoing issues with the company who have asked fore £300 +VAT to provide non re3flective rear glas, like a mirror. I am still waiting for answer for the staff to discuss their problem with their Management. I paid £398 +VAT unnnecessarily
for the front AR glass.”
Hi Roy,
Thank you for your review.
We are sorry for any confusion relating to the order. We can see that you had indeed visited our showroom on multiple occasions before ordering. As you will be aware, we have a British Fires New Forest model displayed in the Deluxe edition, which at the time of ordering would have been shown with the AR non-reflective glass at the front and the standard glass at the rear.
The AR glass is designed to reduce the amount of glare or reflection in front of the fuel bed, giving a sharper image of the log and flame effects. It is not to prevent reflection from the rear glass which is, by design, reflective to make the log set appear deeper and more realistic. There is a black rear glass upgrade available which gives a more premium finish and reduces without outright eliminating the reflection of exterior objects in the back of the fire.
All of our showroom point-of-sale information, not to mention literature from British Fires and details on our website, lists the AR front glass and the upgrade to the black edition rear glass clearly and separately. Our sales team will also have discussed the options available for the New Forest range with you in-store.
While we do appreciate your disappointment with the fire received, we are confident that this was not mis-sold.
To clarify further, the £300 RRP for a replacement piece of rear black glass (NOT anti-reflective glass) was inclusive of VAT and delivery and was offered as a retrospective upgrade. You are by no means obligated to accept this and this was one means of resolution proposed by our sales team to, again, reduce the amount of reflection off the back of the fire.
I hope that this information helps. Please do let our showroom team know if we can advise further.
Kind regards,
Direct Stoves & Fireplaces
