Kim the sales executives at Costello has been amazing from start to finish, very knowledgeable and helpful nothing was too much trouble for her and certainly no pressure to buy. Happy to say we have p... Voir plus
L'entreprise a répondu
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
Very accessible for older people. My parents visited the showroom. Dad has very limited mobility. There was a lift to get him upstairs, they said they were met with very friendly, kind staff who made... Voir plus
L'entreprise a répondu
We purchased an inset electric fire which was excellent value for money. The fire looked great in our fireplace and we were very pleased. Unfortunately, the fire developed a fault. I contacted the com... Voir plus
L'entreprise a répondu
I saw an advert for a media wall, I don’t know much about sizes and what I should get so I messaged Costello, someone named Sam messaged me back very quickly and was lovely, I was told another colleag... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
The Costello Group Ltd Home to Bespoke Fireplaces, Bamboo Charcoal UK, and Valine Fires. At The Costello Group, we bring together three specialist brands to offer high-quality interior solutions for every style and budget. Bespoke Fireplaces Premium electric fireplaces, luxury media walls, and elegant marble fireplace suites, designed to transform your living space. Bamboo Charcoal UK Stylish fluted wall panels for the premium market, alongside versatile budget-to-mid-range options, including flexible painted wall panels. Valine Fires Affordable, high-quality electric fires available both online and in-store. We are the UK's Most Trusted Media Wall Company delivering Nationwide.
Coordonnées de contact
Unit 5 Admin Road , L33 7TA, Liverpool, Royaume-Uni
- 0151 792 0091
- hello@thecostellogroup.co.uk
- www.bespokefireplaces.co.uk
5,0
Excellent
583 avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 24 heures
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Exceptional customer service …
Can’t thank Luke enough . The company goes above and behind with their customer service. Once a customer of bespoke fireplace you will be a customer for life .
30 janvier 2026
Avis spontané
Réponse de The Costello Group
Ahh Jayney, what a lovely review.
Thank you so much for your kind words, I will be sure to pass these along.
Many thanks, Sam
Amazing service and quality!
27 janvier 2026
Avis spontané
Réponse de The Costello Group
Good morning Mark,
Thank you so much for your wonderful review; much appreciated.
Have a wonderful day,
Warmest Wishes, Sam
Bespoke Fireplaces
I am a OAP and Luke was first class…
I am a OAP and Luke was first class from my initial phone call / diagnosing problem to turning up when arranged and fixing my fire. Very polite , punctual and professional. Thank you to Luke and bespoke Fireplaces .
26 janvier 2026
Avis spontané
Réponse de The Costello Group
Good morning Mr Nichols,
Thank you so much for leaving such a wonderful review; I’m pleased Luke was able to resolve the issue and he left you feeling satisfied.
Wishing you a lovely day,
Warmest wishes, Sam
Only nipped into the showroom to have a…
Only nipped into the showroom to have a look what was on display. Beautiful showroom. Naomi was a fountain of knowledge. Excellent service. Bought a
Fire set and was fitted 2 days later. Again excellent service from the fitters, Jay and Lee
A small fault developed, rectified in no time at all by the engineer, can't remember his name. Excellent first class service all round.
Highly recommend this company.
15 novembre 2025
Avis spontané
Réponse de The Costello Group
Hello Sue,
Thank you so much for your lovely review!
We're really pleased you enjoyed visiting our showroom and that Naomi was able to help you find the right fire.
It’s great to hear that Jay and Lee got everything fitted quickly and that our engineer was able to sort the small fault for you without delay.
We truly appreciate your recommendation and your kind words about the whole team.
If you ever need anything in the future, please don’t hesitate to get in touch; we’ll be more than happy to help.
Enjoy your new fire 🔥
Warmest Wishes, Sam
The Costello Group
Got in touch with Bespoke over Fault…
Got in touch with Bespoke over Fault with Fire due to Fan breaking. true to their word they got in touch within 24 hours' sent them video of fault and within the week they came out and fixed the problem really good service highly recommend Bespoke Fireplace no messing with them.
23 janvier 2026
Avis spontané
Réponse de The Costello Group
Good Morning Mr Fox,
Thank you so much for taking the time to leave us a wonderful review. I am sorry to hear you had an issue with your fire but I am pleased we were able to to resolve the issue quickly and efficiently for you.
Wishing you a lovely weekend, Sam
Bespoke Fireplaces
New PCB
We needed a new pcb as our fire stopped working. Luke came out within the week and promptly fixed it as well as cleaning all the glass as he put it back together! We are very happy with the service Luke provided, he was friendly and professional.
19 janvier 2026
Avis spontané
Réponse de The Costello Group
Good evening Claire,
Thank you so much for taking the time to leave such a wonderful. We are pleased Luke was able to get your fire up and running again with a quick turnaround and gave his usual amazing customer service. He will be pleased to hear the feedback.
Wishing you a lovely warm evening, Sam
Bespoke Fireplaces
I spoke,e to Luke last week about a…
I spoke,e to Luke last week about a fault with my fire, he arranged to come out on Wednesday 14th Jan. He arrived as promised. He fixed the problem and was very professional. He also showed me how to work tge remote which I had never been shown before. Great service from Luke.
14 janvier 2026
Avis spontané
Réponse de The Costello Group
Hi Sharon,
Thank you so much for taking the time to leave a review. I am so pleased to hear you are happy with our aftercare service and Luke’s work and helpfulness.
Wishing you a lovely afternoon, Sam
Bespoke Fireplaces
Couldn't ask for better
As our fire is out of warranty an expectation of poor service and high cost to repair when something goes wrong.
Bespoke Fireplace website gave clear guidelines what to check prior to contacting them regretfully none of these worked so now you think costly engineer visit
Due to the holidays there was a slight delay but once normal business hours resumed Luke contacted me by email confirmed what had been check, diagnosed the fault and set the link to order the part advising and engineer could be 8 weeks and additional cost.
The part arrived within a few days instruction video watched and within an hour the fire was back working correctly.
Excellent service and guidance
5 janvier 2026
Avis spontané
Réponse de The Costello Group
Good Afternoon Carl,
Thank you for taking the time to share such a detailed review. We understand that issues arising outside of warranty can naturally cause concern, so we’re really pleased to hear that our online guidance and Luke’s support helped resolve the problem quickly and cost-effectively.
While there was a short delay over the holiday period, we’re glad Luke was able to diagnose the fault remotely, arrange prompt delivery of the part, and provide clear instructions so you could get your fire back up and running without the need for an engineer visit.
We truly appreciate your kind words about our service and guidance, and we’re delighted to know you’re enjoying your fireplace again. Thank you for choosing Bespoke Fireplaces.
Warmest Wishes, Sam
We wanted to share our experience we…
We wanted to share our experience we had with bespoke fire places.
If you are looking for Inspiration or ideas for a new media wall or a new fire with surround then you should look no further than the bespoke fireplaces showroom, they have everything you need, beautiful fires so many choices of surrounds and the display of media wall ideas is second to none.
As soon as you walk in you are greeted and offered a good choice of refreshments, you can walk around the showroom without any pressure and you are made to feel at ease from the moment you walk in.
We were lucky to meet Colin on our first visit nothing was to much for him he was full of knowledge and great ideas and made you feel like you had all the time in the world, such a lovely man.
We did go back on three separate occasions and each time Colin made us feel welcome.
You can take pictures in the show room which is great because sometimes you need to look at things when you get back home, we also were given samples which was great especially when you need to pick your couch, curtain, cushion fabrics and paints.
We purchased our fire and surround and before we knew it we were speaking to clare to sort out the delivery. Clare was lovely efficient and very accommodating and arranged delivery around our working hours and it was delivered within a week, what great service.
We did decide to fit the fire and surround ourselves and we did hit a problem on doing so, this is where Clare showed us compassion, Steven Costello made an unbelieve decision and Paul and the team of fitters helped us in our time of need which meant everything to us, more than you will ever know and we will always be forever grateful. We have never received such outstanding customer service ever and that's why we could not go without sharing our story.
10 décembre 2025
Avis spontané
Réponse de The Costello Group
Good Afternoon Kelly,
Thank you so much for taking the time to share such a detailed and heartfelt review. We are truly overwhelmed by your kind words and are delighted that your experience with us was such a positive one from start to finish.
It’s wonderful to hear how much you enjoyed our showroom, and the ability to explore ideas at your own pace. Colin will be touched by your comments; his passion, knowledge, and genuine care for our customers are something we’re incredibly proud of, and it’s lovely to know he made such a lasting impression across all your visits.
We’re also delighted that Clare was able to support you so efficiently with delivery arrangements, and that everything worked around your schedule so smoothly. Your feedback highlights exactly what we strive for: exceptional service at every stage of the journey.
Most importantly, thank you for sharing your experience during a challenging moment. Steven, Paul, and the fitting team will be extremely happy by your words. Going the extra mile for our customers is at the heart of what we do, and knowing how much that support meant to you is incredibly rewarding for all of us.
Your recommendation truly means the world to our entire team. Thank you once again for choosing Bespoke Fireplaces.
We’re so pleased to have been a part of your journey.
Warmest Wishes, Sam
Bespoke Fireplaces
Good two in my house I’d never go…
Good two in my house I’d never go anywhere else. Quality is superb
3 décembre 2025
Avis spontané
Réponse de The Costello Group
Good Morning Anthony,
Thank you so much for taking the time to leave us such a wonderful review.
We’re delighted to hear this; and thank you for choosing us not once, but twice.
Knowing our quality has made such an impression means everything to us. We truly appreciate your loyalty.
Warmest Wishes, Sam
Bespoke Fireplaces
Wow!!
Wow. The most amazing media walls and displays. Their products are amazing, the showroom is just beautiful. The customer service is fantastic. I can't rate this highly enough.
8 décembre 2025
Avis spontané
Réponse de The Costello Group
Hi Sue,
Thank you very much for your lovely review.
We are thrilled to hear you have received our fantastic customer service we strive for and appreciate you not only visiting us but for taking the time to leave us a review.
We hope you found what you were looking for.
Warmest Wishes, Sam
Bespoke Fireplaces
Excellent customer service
Bespoke fireplace have been excellent. Usually if something breaks outside a year then you have a fight on your hands trying to get suppliers to help ypu get things fixed. However bespoke fireplace customer service have gone above and beyond when trying to get my fire fixed. We may have had a couple of issues however it has been sorted on there behalf at no hassle to us.
5 décembre 2025
Avis spontané
Réponse de The Costello Group
Hi Jade,
Sam here, Thank you for taking the time to share your experience. We’re so pleased to hear that our team was able to support you and make the process as easy as possible, even after the initial warranty period. We firmly believe that great customer service shouldn’t end after a year, so your feedback truly means a lot to us.
While we’re sorry to hear you experienced a couple of issues, we’re glad everything was resolved smoothly and without hassle. If you ever need anything in the future, please don’t hesitate to reach out to us.
Wishing you a lovely weekend, Sam
Bespoke Fireplaces
We have 2 fires from this company
We have 2 fires from this company, I would highly recommend for value, absolute quality, and brilliant customer service from sale, fitting to after care.
I love my fires, they are not just very good heaters they are centre pieces in our rooms.
For me a good reputable company shows it’s true colours by the after care and it’s response to a problem.
One of my fires developed a fault and within a few days Luke came out and problem was sorted in less than an hour. He kept us informed re the time of his visit and was very polite and professional.
I would not hesitate to recommend this company if you are looking for a bespoke fire with great service.
5 décembre 2025
Avis spontané
Réponse de The Costello Group
Good evening Andrew,
Thank you so much for taking the time to leave such a wonderful review. We’re delighted to hear that you’re enjoying both of your fires and that they’ve become real centrepieces in your rooms; that means a lot to our team.
We’re especially pleased that you’ve experienced the level of service we strive to provide from start to finish. Your kind words about our value, quality, and customer care are truly appreciated. Aftercare is incredibly important to us, so it’s great to hear that Luke was able to resolve the issue quickly and professionally while keeping you fully informed.
Thank you again for your recommendation and for choosing us for your home. If you ever need anything in the future, we’re always here to help.
Warmest Wishes, Sam
Bespoke Fireplaces
Engineer visit
Luke visited on 20/11. He was very professional and fixed the issue very quickly. He thoroughly checked everything before he left so ensure I was happy.
20 novembre 2025
Avis spontané
Réponse de The Costello Group
Hi Victoria,
We really appreciate you taking the time to leave us a review and will pass this on to Luke.
We are always a phone call or message away.
Warmest Wishes, Sam
Bespoke Fireplaces
My fire had stopped
My fire had stopped working after 1 year, I called bespoke and Luke came down all the way from Liverpool and sorted it out. Luke was so nice and sorted it for me.
I would really recommend this company
2 décembre 2025
Avis spontané
Réponse de The Costello Group
Good Morning Jane, Thank you so much for taking the time to leave us a review. I am pleased to hear we were able to sort your fire and you were happy with the service received.
Wishing you a lovely day, Sam
Bespoke Fireplaces
I purchased an electric fire in August…
I purchased an electric fire in August 2025. 3 months later there was a problem with the lights. I contacted Bspoke on line, they responded straight away and Luke came out straight away and resolved the problem. Brilliant service
25 novembre 2025
Avis spontané
Réponse de The Costello Group
Thanks so much for your review Andrea.
I’m sorry to hear there was an issue with your lights but I am pleased to hear that our customer relations and service team were able to resolve it quickly for you; and you were very happy with our customer service.
We are always just a short message or phone call away.
Warmest wishes, Sam
Bespoke Fireplaces
Engineer visit …
The engineer visit today was thoroughly professional, polite, courteous and remedied the fault in no time at all,
Many thanks
Len Davies
20 novembre 2025
Avis spontané
Réponse de The Costello Group
Good Morning Len,
Thank you so much for taking the time to leave us a review. I will pass this on to the service team who will pleased to hear your lovely feedback.
Wishing you a lovely day,
Warmest Wishes, Sam
Bespoke Fireplaces
Customer service how it should be.
I purchased my 1250 surround fire unit 3 yrs ago and it has performed well until a couple of weeks ago were the heating element stopped working. I contacted the Bespoke fireplace’s main office and dealt with Claire in regards to the fault who assured me the problem would be quickly sorted out. She was true to her word Luke the senior engineer was booked in, Luke was professional and had unquestionable knowledge about every aspect of the asset and the fault which had occurred. The replacement part was installed and the fire reassembled and back to full working order.5*
3 novembre 2025
Avis spontané
Réponse de The Costello Group
Hello Mr Rogers’
Thank you for the fantastic 5-star review! We’re glad your 1250 panoramic fire has served you well and that Clare and Luke were able to get everything sorted quickly.
We truly appreciate your kind words and are always here if you need us.
Enjoy your fireplace!
Sam
The Bespoke Fireplaces Team
Excellent & Efficient Service!
Very prompt response following completion of the service issue form. An engineer visit from Luke within 2 days and a very positive result.
Thanks very much Luke!
14 novembre 2025
Avis spontané
Réponse de The Costello Group
Hello Jayne,
Thank you so much for your wonderful feedback! We’re delighted to hear that you received a prompt response and that Luke was able to resolve the issue so quickly. We truly appreciate you taking the time to share your experience and are glad we could help! If there’s anything else you need, we’re always here to assist. 🌟
Warmest Wishes, Sam and the Bespoke Fireplaces team
How good they are
Just had our living room done by bespoke fireplaces fluted wall / wallboard & fire excellent job done by Paul &Ste would highly recommend so clean & professional thanks again lads 👍
12 novembre 2025
Avis spontané
Réponse de The Costello Group
Good Morning John,
Thanks so much for taking the time to pop us a wonderful review.
So pleased to hear you were happy with the service and I will pass on you wonderful review to Paul and Ste.
Warmest Wishes, Sam
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.