My Chesney outdoor BBQ is a fantastic piece of kit not only to use (as a BBQ or heater) but is also a fabulous architectural feature in a garden setting. Chesney Customer Service has proved to be won... Voir plus
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After having a problem with the stove door mechanism Rehmana was very helpful and replied quickly to my concerns she also sent another door mechanism free of charge . Very helpful and excellent cus... Voir plus
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Really helpful in providing parts for an obsolete Chesney Heat 500. Wish they still made them - I'd replace when it eventually dies in a heartbeat. Hopefully it will keep going, it's certainly built t... Voir plus
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Fantastic customer service. We needed some information about one of Chesneys' stoves. I had a lovely telephone conversation with their costumer services agent Rehmana. She was incredibly helpful, even... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
Chesneys is one of the UK’s leading suppliers of luxury fireplaces, stoves and outdoor living products. We are an entrepreneurial British family business, built on 35 years of anticipating the needs of our discerning customers and adhering to the highest standards of design, functionality, workmanship and service. We believe in the fusion of traditional and modern design and manufacturing techniques. Everything we make; be it our period and contemporary fireplaces, our climate-friendly stoves and outdoor heaters or our post-tensioned staircases, is driven by this principle. Whether it is our skilled artisans carving marble for a chimneypiece or our in-house Research & Development team testing our latest stoves for eco-design 2022 approval, they are all focussed on the right way to deliver timeless quality, combined with cutting-edge innovation. We express this commitment to excellence with this simple set of day-to-day principles: Quality: ‘Good enough’ isn’t good enough, we must aim for perfection. Beauty: We focus on design, materials, detail and a finish to make the heart sing. Engineering: We manufacture cutting-edge, durable products, that work brilliantly. Inventive: We are always seeking new ways to do things better. Service: We know our customers have a choice, so we deliver a service, second to none. Responsible: We know there is only one planet and we aim to look after it.
Coordonnées de contact
194-202 Battersea Park Road, SW11 4ND, London, Royaume-Uni
- 020 7627 1410
- sales@chesneys.co.uk
- www.chesneys.co.uk
4,4
Excellent
247 avis
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From the first phonecall to the on time…
From the first phonecall to the on time delivery, support and information was ideal. The chesney l product quality and wood burning is superb. Very recommended
10 février 2021
Réponse de Chesneys
Thank you so much for your kind words
Had quite a few problems with the…
Had quite a few problems with the delivery - a part was missing and it took around 7 weeks to get the missing part. Eventually received it, was given a refund for the delivery which was a nice touch, still waiting for my complimentary pizza stone. Delighted with fire though - great product, well worth price.
10 février 2021
Réponse de Chesneys
Dear Colin many apologies for the mixed experience you have had. I have accelerated the pizza stone complaint and one will arrive next week. Such a pity to ruin a good experience with this kind of thing. Please let me know if the stone hasn't arrived by the second half of next week on marketing@chesneys.co.uk - I have no doubt it will but was to be sure I can deal with it if anything untoward were to occur.
Many apologies again for this.
Eventually have a beautiful fireplace
Eventually have a beautiful
Fireplace. However, there were numerous issues along the way to note. Communication could be improved - I Found out by my installers that delivery and therefore installation would be later than planned - I had specified months previously that I needed it completed by a specific date to fit in with a bigger project. However my real
Gripe is with the guy who
Installed the fireplace (not the gas fitter who is fab) - he didn’t notify the gas fitter that parts were needed to complete the work and then fitted the wrong cowl which meant further delays. However I now have a beautiful working fireplace so just took off one star.
Thanks for your reply. Yes it was Carmel is fully aware and encouraged me to make a formal complaint which I did but didn’t even get a reply.
10 février 2021
Réponse de Chesneys
Dear Ms Freedman - so disappointing that a great outcome was damaged by this experience. Was that one of our fitters? I presume so. We will look into the circumstances surrounding your installation and ensure lessons are learned. Very sorry but delighted you at least like the finished product.
Thanks for your addition - please could you email me on marketing@chesneys.co.uk about how and to whom you made that complaint and I will look into it. Very sorry again but once agin thank you for your generosity with the score, I can see that you did not receive the service that you deserved or which we can feel proud of
⭐️ ⭐️⭐️⭐️⭐️
Excellent company. Have bought 3 stoves and 3 fire surrounds from them in my last 2 houses (I like fire). All excellent. Highly recommend ⭐️ ⭐️⭐️⭐️⭐️
10 février 2021
Réponse de Chesneys
You sir, are what is known as a perfect customer. Thanks so much for your kind remarks.
Garden Party
I bought a Garden Party during the firstockdown. Its a fantastic product that I would recommend to anyone. Over the phone orders could do with email confirmation but product was delivered within a week or so as promised so no real complaints. The only reason I have not given 5 stars is that the weather proof cover was missing and despite promises to send me one, nothing has come. My 3k outdoor fire is wrapped in a blue tarpaulin and it's started to rust.
10 février 2021
Réponse de Chesneys
Hi there Ian - apologies for delay in replying. I have accelerated this issue and a cover should be on its way. I can only apologise. I think we can put it down to a sales person being put into furlough when we were forced to shut the shops again but that doesn't keep your GP dry. Very sorry.
One thing I would stress is that even with our cover the machine needs regular inspection and maintenance to avoid rust. We recommend inspecting monthly in winter (at least) and there is a Care film on the web site that will help, but even with the proper cover mixture will creep under and condensation too can be an issue. Checking often and wiping away moisture and surface marks and the beginnings of rust is the best plan.
We are very sorry ended for this disappointing mistake, but hope that you will nevertheless enjoy the product. Please let me know on marketing@chesneys.co.uk if you haven't had your cover in a few days Very best MJ
So happy with my heat & grill ,
So happy with my heat & grill ,
It has been used so much since we purchased it .
10 février 2021
Réponse de Chesneys
Dear Sally, thank you very much for the kind review. Obviously delighted its getting plenty of use
Love Chesney Wood burner
Love Chesney Wood burner. Looks great and the heat it gives out is amazing. Thank you !
9 février 2021
Réponse de Chesneys
Thanks so much for this kind review
Great outdoor fire but bad administration experience
We bought one of Chesneys outdoor fires which whilst a lot of money is really a great addition to the garden. Unfortunately a few months later we were contacted by a legal firm stating that were acting in Chesneys financial administration and that we still owed some money. Outrageous considering we had paid I full before the article was delivered.
9 février 2021
Réponse de Chesneys
Dear Francis this was a terrible administrative error and we can only apologise for it. We sought to put a stop to it as soon as it became apparent it was happening but are very sorry that you were affected. We are very sorry for the frustration and worry it must have caused.
A catalogue of errors
We ordered and paid for a new Terrace Gourmet BBQ in April/May 2020 after speaking to a salesman who confirmed the delivery date on the website of June 2020.
From then on every new delivery date promised, probably five dates in all, were missed. Mostly with no contact or explanation until chased.
It was finally delivered in October 2020, too late for us to use in any form of decent weather.
Discounts were offered at some stages, but not refunded until early autumn.
Accepting that this was a difficult time to guarantee delivery, a new product for Chesney's and we received a substantial reduction in price, this was badly handled until much too late in the process.
It must have been clear that, at the time of order, the product was untried and the manufacturing untested. At a price of around £2000 the product should never have been sold until an acceptable supply were signed off and in the UK.
9 février 2021
Réponse de Chesneys
Dear Nigel thank you for your thoughts. As you say it was a difficult summer, with the pandemic and supply chains under pressure throughout. As a recipient of a Terrace Gourmet, I have to accept that it was a case of one thing going wrong after another with the supply chain. It was however not a new product for us per se, rather a new manufacturer, working to existing drawings and a working model. We were reassured that there would be few issues, but of course that turned out to not be the case. When push comes to shove however, it was not an acceptable process from your point of view, pandemic or no pandemic and we have subsequently taken the product off the market until such a time as we can guarantee delivery, in a timely manner. We didn't have the same issues with any of the rest of the range and I know that this is scant consolation for you. I at least hope that you are now happy with the machine, late as it was.
Excellent product great to deal with
9 février 2021
Réponse de Chesneys
Thanks so much for these kind words - much appreciated
Réponse de Chesneys
Thanks very much for this. Delighted you are happy with it
Great product for both the cooking as…lousy delivery
Great product for both the cooking as well as as a log burner late into the evening.
Delivery however is poor. Firm they use totally inflexible....shame!!
9 février 2021
Réponse de Chesneys
Dear Steve thanks so much for the kind words about the product. We also appreciate the remarks about our delivery partner and appreciate the frustration that this has caused you. We are looking at this situation but hope that in more 'normal' times your experience won't be repeated fro others. You have been very kind in the circumstances.
terrible service
Terrible service. Damaged and delayed items with no customer support.
To make things worse approx 1 year after purchasing I was pursued by a debt collection agency asking me to pay for the items again as Chesneys hadn't acknowledged payment of my order in their books. I had to provide evidence that I had actually made the payment to avoid further proceedings
9 février 2021
Réponse de Chesneys
Dear Mr Bray we are very sorry that you haven't had a good experience initially and then this was compounded by the debt collection issue. This latter issue was a mistake by a third party for which we can only apologise. I hope at least your machine is working well now.
Our recent purchase was the Outdoor…
Our recent purchase was the Outdoor oven and BBQ. Very nice product with the option of having a log fire outdoor after cooking. Everything from the ordering, delivering and after sales were smooth. Staff is very knowledgeable about the product and answered all pre ordering queries with accuracy and professionalism. The oven is very easy to use and the design has been well thought of. It is neat , chic and a beautiful addition to our outdoor terrace. It has also made outdoor entertaining very easy . I will have no hesitation in recommending this product.
9 février 2021
Réponse de Chesneys
Thanks so much for these kind words, delighted that you are enjoying the product.
Great Service from the team.
Very happy with the service from Chesney. We had a delay in receiving our Terrace Gourmet but had a good faith discount and some extras thrown in too. There was a problem with the door so I contacted the service team and was provided with a short video on how to fix it. In the pandemic times, this was the best way. Following the video it took about 5 mins to fix and now everything is working well. Highly recommend the customer service from Chesney.
9 février 2021
Réponse de Chesneys
Thanks so much for this Andy. It was a challenging summer and your patience and support was much appreciated. Glad to hear all is going well.
Forgot to place my order
Forgot to place my order. Had to chase several times. Appalling customer service. For a high end product with a high end price very disappointing
9 février 2021
Réponse de Chesneys
Dear Ms Eddison this does feel like a very harsh review and not fully reflective of the circumstances surrounding your order. Our team also felt we were very generous in relation to the promotion and the timing of your order. We are obviously are very disappointed however that you feel this way. We want customers to ultimately feel happy
The Chesney I purchased is brilliant
The Chesney I purchased is brilliant. I would give it 5 star performance. I was less than impressed at being hassled by solicitors for the cost of my Chesney ..... which I had to pay for before they sent it! Not only once but twice I received long and demanding letters... something clearly amiss in admin...
9 février 2021
Réponse de Chesneys
Dear Mr Frankish we can only apologise for the issues you had. They were entirely based on an error by a third party and we regret them hugely.
We loved our Chesney BBQ
We loved our Chesney BBQ. excellent quality and it made Lockdown 1
so much better!
9 février 2021
Heat & Grill
Great product pros are it gives out great heat , good grill for BBQ , chimney takes away all the smoke
Cons the paint finish on product is poor ,scratches easily
9 février 2021
Réponse de Chesneys
Thanks for the positive review Russell and we can only apologise for any paint issues you are having. I hope that your general enjoyment is outweighing this concern but if you need to discuss with someone please do let us know
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