Planika UK Reviews 160

I bought two fires.
The unit on one has failed twice. The first time they replaced under the warranty. The second time they didn’t.
I should say that I have used these tires no more than 15 times because I live in central London and I have central heating.
It’s just poor quality. For two control units to fair on a £3,500 fire when it’s been used minimally shows how poor quality it is
I will never buy or recommend planika again

Avoid this product ours has cracked already. We used it 3 times.

Shockingly bad customer service. Our Arcticon fireplace stopped lighting after less than two years after purchase.
The initial contact was good, with them arranging a video call with the unit connected to the laptop to diagnose the issue.
However, they then stated I needed to send the unit, at my expense, to their 'contact' near London and any repairs required would fall under the 24 month warranty.
Their diagnosis was I was using the wrong fuel which blocked the fuel lines. The charge for this, which they didn't inform me about, was £480.
Forward to the current situation which is Planika and their 'contact' refusing to honour the product warranty and demanding payment of £480 before they will send the fire burner back to me.
Even with me providing proof of correct fuel being used, as per their manual, them stating this would be covered under warranty and this third party not confirming any cost until after the 'work' had been done.
I'm now left with a £2,500 metal frame instead of a fireplace. My suggestion is to avoid at all costs, as if something does go wrong with your fireplace, good luck with them honouring any warranty.

Ordered and paid for a fire 04 January and still not delivered. No one answering the phone or replying to emails. I contacted Planika in Poland who said Planika UK was a trading partner and not part of Planika, the manufacturer. They told me Planika UK has gone out of business. I subsequently discovered Planika UK ceased trading 04 February. Visit planikauk website for the explanation.

Awful customer service. Ordered fire 13 October. Still eating 15 January. No contact, phone won’t connect or not answered, Emails not answered.Stay away.

I have not received any email saying when delivery will happen. The “part delivery” was a few litres of bio ethanol. Not useful without the fire. A six week lead time has so far extended to four months! And still no delivery date!

Ordered online fire was delivered in 3 days Assembly was quick and easy fire working within an hour of opening the box Delighted with it

Got a good service from customer service, very efficient heaters and delivery was very quick.
Highly recommended.

I needed to order a replacement glass cylinder for my
biofire. The person I spoke to on the phone was very helpful in identifying and ordering what I needed. I had to wait a few weeks for the item which was out of stock. When it was delivered it was very well packed
and arrived intact. I was notified by email that it had been dispatched so knew when it was likely to arrive.
In fact it arrived slightly earlier.

Ordered fire in June and paying more than £6,000still waiting for delivery
.After repeated chasing ( no voluntary updates ) it’s scheduled to arrive on Tuesday . As a “ goodwill “ gesture - the price of the fuel
( which arrived last week ) was promised to be refunded . I have requested this and so far no response . Very disappointed with the customer service for such an expensive product! !

Very slow delivery and no information about delay or reasons and dispatch details unless I emailed to ask. More than 3 months to get a replacement biofuel pump really not good enough

A smooth customer service progression through the different stages: first enquiry to discuss what I had seen on their website that interested me; questions on how specific things worked; any likely problems installing the fire in a wall; storage and use of the biogel liquid. Following that initial contact I was informed of the delivery date to the UK then to my house. Fuel was held back until I wanted it delivered, which was an action they recommended.

Bought a Stone freestanding Bioethanol fire from Planika UK. Contacted them by web chat on the Saturday, luckily they had one in stock (usually 6-8 weeks) shipped it on Monday and it was with me by Wednesday. The guy I dealt with, Oliver, was excellent. The fire itself is also great, high quality, gives out a nice heat and looks ace. Very happy to recommend.

The item that i bought took some time to arrive with me, however, I was fully aware of this and to be fair didn't really mind that much. Emails back and forth when it came to the estimated delivery time were reassuring and helpful. I've yet to turn the fire on because the insert needs a little work to get it ready.

We are over the moon with our Scandi stove. We did encounter some delivery issues as it was not within the time stated but once Oliver became our dedicated point of contact we were kept up to date about the situation! Delays happen but it’s how the company handled the situation that I am most impressed with! Oliver is an asset to this firm and his emails made me smile as he has a lovely way of making everything seem ok! Well done Oliver keep up the first class customer service as you seem to have it down to a fine art!

Ordered the faro gas fire. Heat is good, and the fire looks great. Delivery was very quick, and communication was very good. One of the panes of glass smashed, and although I was told glass is not covered by warranty, as a goodwill gesture they sent me replacements which I am relieved and delighted about. They sent the replacements immediately. I'm very happy with my purchase and would love to get another.

Oliver is an ideal employee for any business. His communication skills are outstanding and his commitment to his work is commendable. During my own experiences with Planika, I ran into a few issues with delivery, but Oliver was able to explain the hold-up and provide updates via email every day. His dedication and service even during time of delay has been impressive, and I wouldn't hesitate to employ him at my own business. Thank you Oliver for all your hard work.

Amazing. So pleased with fire looks stunning.

Product is really good. Looks great.
Had little tech issue and reason I mention it is , that it was sorted right away and would add the technical support is fantastic.

Would recommend product and company to anyone, first class