Chesneys Reviews 

We bought a Campbell register grate and Flitcroft fireplace at a cost of nearly 10k. Initially we were told that the register grate would take 14 to 16 weeks. We actually had to wait 7 months. Within two months of installing the fireplace, the register grate is rusting quite badly. Obviously it is cheap steal from China and not stainless steel. Avoid this company that just imports cheap goods.

I don’t often leave reviews, but the exceptional service I received from Chesneys—especially from their employee, Rehmana—deserves recognition. What started as a potential issue with my order quickly turned into one of the best customer service experiences I’ve had in a long time.

Not only was the problem resolved, but the entire experience left me feeling valued as a customer. Chesneys is lucky to have someone like Rehmana on their team—she transformed what could have been a hassle into a shining example of how customer care should be done.

Customer service is absolutely first rate. Knowledgeable and very responsive. Very happy with my gas stove too after four years regular service. Highly recommended.

Stuart knows his product inside out and was brilliant.

Customer Services technical were most helpful today solving our problem where the Log Fender had been replaced by our Chimmney sweep in the wrong position.
Stuart in technical was helpful & professional-much appreciated
Thank you.

We bought a Chesney fireplace almost 5 years ago, the inside has fallen apart and broken into pieces. We havent used it that often, very disappointint to see such an expensive product being of such low quality.

Chesneys have a fabulous collection of fireplaces available in a beautiful range of materials. Their craftsmanship is superb, and they are a joy to work with: friendly, competent and professional.

My Chesney Stove developed a fault in the Firebox after 5 years fairly gentle use and Chesneys have been incredibly helpful and bent over backwards to put the problem right. They’ve supplied and fitted a brand new stove under warranty and I can’t fault the service they have provided. 5 star!

I bought my first Chesney fire many years ago when they first launched, and it’s been an incredible addition to our outdoor space ever since. I was such a fan that I later purchased the XL model with a stand — another great product.

However, over time the XL started to deteriorate inside, and eventually the side hinge door fell off. I had bought it through a retailer rather than directly from Chesney, but I still reached out to their team — and I’m glad I did.

Stuart from Chesney went above and beyond. No questions asked, he sorted everything out and, as a goodwill gesture, even replaced the fire for us.

In today’s world, true customer service often feels like a thing of the past — but not with Chesney. Thanks to Stuart and the team, this is a brand that still puts its customers first.

Huge thanks,
Damian

We have purchased a Chesneys Outdoor Burn XL having seen it at Chelsea Flower show this year. It was supplied and installed professionally, using it for first time in this British Summer but very Windy day. So pleased with the heat output.

We've had a smaller Chesney Salisbury before and it was largely good quality and lasted about 3 years before the seal ropes started coming off. After moving house we bought the same model but bigger and had it installed beginning last year and it is an absolute nightmare. The ropes came off after a couple of months, the handle keeps coming loose and because I have to take the door off every time the rope comes off to glue it back on, the upper hinge has now come loose too. What an inferior product for a superior price. Never again!

If you buy a Chesney fire, pray it doesn't need any spare parts after about 10 years. I've just been told my fire is now useless as they no longer stock a spare part I need. Considering the vast cost of these, I would expect better support. Im now left facing the huge expense and upheaval of replacing the entire thing.

Other suppliers I've checked with say 15 years of support is the norm

I have used my fire Chesneys fire a lot in the last 10 years, so decided to treat myself to replace all the internal parts, the delivery of parts from the third party supplier was slow until Stu from Chesneys got involved, he sorted it straight away, separated the deliveries and supported me through video during the removal of the door mechanism. He kindly send a couple of glass fibre seals (a part I had forgotten to purchase) as next day delivery. Stu you were a godsend thank you. My faith in Chesneys has been restored.

Very helpful and great fireplace. Rehmana and Nilesh were especially helpful. Thank you

A short but really helpful call with Stuart who helped a complete layman (me) solve the problem. Fantastic attention to detail and patience.

We've had several solid fuel fires in different houses and on two narrowboats so when we moved into our new home, we wanted a real fire.
We got the Chesneys Milan wood burner and it's the worst fire we've ever had. When it burns correctly it's good but the number of time's I get smoke pouring out from under the fire when I light it is diabolical. I wish I'd never heard of Chesney Milan
The only difference between this fire and the others we've had, this one is a wood-burner and the others we've had were multi fuel burners that we burned mostly wood.
The only other fires we had smoke in the room was on a narrowboat and that was nothing at all like what we suffer with this one, and those cost a fraction of the price of this one
I've given two stars because when it burns correctly it's great, but when we get this smoke in the house, it's down and out dangerous.
We've had this fire fitted professionally on 2/12/25 and we only burn kiln dried wood

We had problem with our gas fire and spoke to Stuart in custimer support. He was outstanding - friendly, helpful, knowlegeable. A pleasure to speak to and because of the information/explanation he provided we were able to not only understand the issue but resolve it. Thanks Stuart.

Unfortunately not the Chesneys experience we had expected or hoped for. It’s the coldest week of the year and once again I have been advised not to use the fire through safety concerns! The smell of gas is quite scary and very unsettling.
We had a bio ethanol stove first installed over a year ago. We have since been through 3 units due to various faults (the first unit wouldn’t even fill up let alone switch on!!!). A year after install it was exchanged for a gas stove. I was assured they are more reliable. Since that was installed 4 months ago we have had various parts changed and are still suffering with problems. Huge soot build ups and the fire keeps going out and/or flames turning bright blue and a strong smell of gas. I have been told not to use it as they are not sure what the problem is or how to fix it. We now have a 2 week wait for an engineer to visit and conduct an assessment. Feeling hugely let down and wish we had never brought it in the first place. Total waste of time and money and we can’t see a way out of this mess.
UPDATE:
an engineer came out to fix it and we were up and running for all of ten days. Getting the same issues again. Runs for 20mins then the flames turn blue and it shuts down. E01 carbon monoxide or our third thermocouple failure. I’m heartbroken. Another Christmas and no fireplace.

I needed a new riddle plate for my Chesney's woodburner. I found the part easily on their website, ordered it and it arrived two days later. Fantastic service and would highly recommend

I would highly recommend Chesney’s for both their product and their customer service.
I would like to make particular mention of Rehamana and Stewart who both went the extra mile to ensure that my questions were addressed completely and provided me with comprehensive advice.
My experience of the company and their staff was faultless.

We moved into a property with a Chesneys stove and it was soon disconnected after our gas engineer discovered a part that needed to be replaced. Chesneys didn't have any stock of the part but made a new one for us. They were quite slow at updating us on what was going on and I did have to chase quite a lot but they made up for it by making and delivering the part for free which was very appreciated. Everyone we dealt with was lovely and we now have a working fireplace again 🙂