“On receiving the electric fire, I found out it was too small for my fireplace, so I had to return it. I managed to get Fires Direct to collect with great difficulty, numerous calls. Collection cost £40. Supposed to get refund in 10 days - I am at day 14 and have sent emails as no refund given. I know it going to be a fight to get back my money. So glad I paid by Barclaycard.”
Hi Daphne
The fire was delivered to you on 7th and you contacted us on Friday the 9th and we contacted you on Monday 12th (the next working day) to confirm we would collect the fire on the 14th. The fire was returned to us on Friday 16th. At which point it was checked over, this was most likely done Monday the 19th. Accounts were then informed, and the refund processed the 26th as accounts tend to process refunds once a week. I disagree with your statement above and don't think we could've acted much quicker.
Many Thanks
“The Celsi Ultiflame VR Decadence has a very realistic fire effect and a high quality fascia. It was easy to install in an existing fireplace. Delivery was fast and the website easy to use with a wide range of fires available.”
