The engineer arrived on time, prepared the work area to protect our carpet and furniture. He then carried out a full service of our fire, replaced several items and cleaned other parts which were dirt... Ver más
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Consulta las opiniones de los clientes
We couldn’t be happier with our Stovax log burner. It’s an easy 5 stars from us! Not only is it incredibly efficient and keeps the room perfectly warm, but it also completely transforms the space. It... Ver más
La empresa ha respondido
Just had second service - lucky to get the same technician as last time - Jon Thompson - the fire had stopped working a couple of weeks ago - he serviced it and it is working perfectly. Gave excellent... Ver más
La empresa ha respondido
We’ve always had log burners, but wanted something less messy—especially with the rising cost of logs—and more economical to run. After a lot of research, we chose the Reflex 75T because of its incr... Ver más
La empresa ha respondido
Información sobre la empresa
Escrito por la empresa
Stovax & Gazco manufacture wood burning, multi-fuel, gas and electric stoves, fires and fireplaces. The Stovax Group is the UK's largest stove and fireplace producer with a range of designs from contemporary to traditional to suit everyone's requirements.
Información de contacto
Spitfire Avenue, Skypark, EX5 2FR, Clyst Honiton, EXETER, Reino Unido
- 01392 474000
- stovaxonline@stovax.com
- stovax.com
4,7
Excelente
2 mil opiniones
Ha contestado el 100% de las opiniones negativas
Suele responder en menos de 1 semana
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Consumer warning regarding Stovax…
Consumer warning regarding Stovax Gazco.
A Gazco gas fire installed in May 2025 produced a persistent, foul odour from first regular use in December, causing clear respiratory irritation. After more than 50 hours of operation with full ventilation, there was no improvement. The smell remains present even when the appliance is not in use.
This issue was independently confirmed by both the installer and a gas engineer. A Gazco engineer attended and advised that the fire should not be used, attributing the problem to the flue rather than the appliance itself.
Despite this, I was charged £170 for the visit on the basis that no manufacturing fault was identified. When I contacted Gazco to explain that I had acted entirely on professional advice, the response was dismissive and discourteous: I was repeatedly interrupted and the call was terminated. I subsequently received correspondence threatening debt recovery.
In my view, both the handling of this matter and the attempt to levy charges in these circumstances fall well below reasonable customer service standards.
For balance, I wish to commend J B Coleman (Hexham), whose service was professional and customer-focused throughout; they ultimately settled the disputed charge on my behalf. I would recommend them without hesitation.
9 de febrero de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Dr Mansour
We are somewhat confused with your negative Trustpilot review.
Our engineer on attending your gas stove found your fitter had installed an incorrect flue configuration and used unsuitable sealant. Both of which posed a significant safety risk and was not in accordance with our installation instructions. Therefore, a Safety Notice was placed on the installation, and you were advised not to use the appliance. Our engineer also confirmed that it had been the incorrect sealant and installation which had caused the issues you had been experiencing.
This should have been identified and remedial work done by your installer and/or your gas engineer when they independently confirmed the issue. If this had been done at that time, there would have been no need to make a warranty claim with us.
As our engineer found no manufacturing/warranty fault with your Gazco stove, the visit became chargeable as per our T&Cs, which you agreed to when making your warranty claim on our website.
Along with the Safety Notice given on the day of the visit, we sent a copy of our engineers report as well as the invoice. You therefore had enough information to contact your installer so they could rectify the issues identified, and to request they reimburse the cost you incurred from our call out fee, as the fault was with the installation and could have been avoided.
As a company we cannot financially just absorb costs incurred when the issues are caused by 3rd party engineers/installers, and although we understood your frustrations, the outstanding invoice needed to be paid.
Kind Regards Customer Care
customercare@stovax.com
Ireland warning
Purchased Gazo EReflex in 2023 as customer in Dublin, Ireland. First fault one year later and engineer had to come out and replace motor. Heater stopped working again this month. Contacted Stovax / Gazco and said that fire is out of warranty and they no longer have any engineers in Ireland and get on to shop who sold. When I went back to them, they came back to say they they now relied on their Scottish engineer to cover work in Northern Ireland (I am not in Northern Ireland) and the cost would be GBP£ 170 plus VAT for call out and first hour and £45 per 30 minutes thereafter. Strongly advise avoiding for both reliability and service.
8 de abril de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear George
We are sorry that you have had an issue with your fire and that you are not happy with the service we have offered.
When you purchased your electric fire, it came with a standard 1-year warranty, which on registering with us, could be extended to two years. Unfortunately, as you did not register the fire, the warranty ended in 2024.
We currently do not offer service engineers visits in Southern Ireland, instead we suggest to consumers, they should contact their Retailer who will be able to purchase replacement parts and often will fit them for their customer.
When you contacted us again, unhappy with going to your Retailer and because previously you had a warranty issue, we agreed that we would have one of our Senior Engineers from the UK come to resolve your issue, but this would be a chargeable visit as the fire was 2 years out of warranty. It does appear that you have declined the offer.
All our fires and stoves have passed all the relevant quality and safety standards required, and the heater which appears in your case to not be working, is a consumerable part as it will wear with use.
Kind Regards Customer Care
customercare@stovax.com
Extra mile
We have just had an investigation into gas smells from our fire by Gazco engineer Jon Thompson.
We were very impressed with his approach to thoroughly, systematically test for leaks. The problem has been going on for a while and it is a great relief that Jon identified the issue and is dealing with ordering parts and returning to complete the job.
Excellent service and diligence as Jon persisted until the issue was found.
2 de abril de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear David
Thank you for your 5-star review
As a company we do take the issue of gas smells seriously, which was why our technical department on receipt of your complaint, contacted you to explain how to isolate your fire to remove any risk with the appliance.
We then quickly arranged for our service engineer to come to site to assess your 5-year-old fire. Jon like all our engineers, is trained so that he can thoroughly check your fire and diagnose the cause of the issue. Unfortunately, on this occasion, due to wear and tear, a new part was required and has had to be ordered. We will of course arrange a revisit with Jon to fit the part as soon as possible.
Once the part is replaced you should be able to sit back and enjoy your fire confident in the knowledge that it is again working as designed.
I will pass on your comments to Jon as I know he will be pleased.
Kind Regards Customer Care
customercare@stovax.com
Storax Gasco fire servicing
Shane is a very efficient engineer. He serviced the fire for us cleaning all the parts that needed to be done. He showed me how to look after the fire effectively and how to change the battery if required. A very pleasant person to have in the house.
2 de abril de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Nigel
Thank you for your 5-star review
It is always pleasing when a customer appreciates the 5-star service our engineers provide.
Shane, like all our engineers, takes great pride in making sure when servicing a fire or stove, he leaves it looking and working like new.
I will pass on your comments to Shane as I know he will be pleased.
Kind Regards Customer Care
customercare@stovax.com
Very friendly and professional
Jon Thompson (the engineer) called to say he was on his way and swiftly got to work (annual service). Ensured carpet was protected and tidied up after himself. He found the pressure was slightly reduced and advised accordingly. Very friendly and professional plus patient when my dog tried to assist him!
25 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Gemma
Thank you for your 5-star review
It is great to hear what a fantastic job our Service Engineer did on site.
Jon, like all our engineers, will take great care with not only your fire, property, and occasionally a family pet, he also takes great pride in making sure he leaves your fire or stove working and looking like new.
I will therefore pass on your comments to Jon as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Kenny - Gazco fire repair
Kenny was excellent! Finding engineers who truly know their stuff can be tough, especially with brands like Gazco, but Kenny definitely does. He is highly professional and extremely polite. Having had some pretty bad experiences, I can honestly say I’m so relieved to have found him.
1 de abril de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Gemma
Thank you for your 5-star review
We are sorry to hear that you’ve had bad experiences with your own engineers, but pleased that when you finally approached us, we were able to send one of our Senior Engineers to site, where he easily diagnosed the fault.
We will now be working with you to arrange a revisit with Kenny, so we can get your fire looking and working like new.
I will pass on your comments as I know Kenny will be pleased.
Kind regards, Customer Care
customercare@stovax.com
John the gas fitter was briliant from…
John the gas fitter was briliant from phone call coming .to leaving house explaining how things work will allways request him from now on
31 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear David
Thank you for your 5-star review
We always love to hear what a great job one of our service engineers has done, and it is the quality of our engineers which allows us to offer the 5-star service we are so proud of.
I will pass on your comments to Jon, as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Excellent service carried out by Derek Thomas
Excellent service carried out
On time very clean and professional.
Explained problems with remote.
Carried out all checks on fire.
Very professional and pleasant technician.
31 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Graham
Thank you for your 5-star review
We take great pride in our aftercare service and so I am delighted that you are pleased with the excellent work our engineer Derek provided. He, like all our engineers, work hard to make sure you get the best out of their visit.
I will pass on your comments to Derek, as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Excellent service from Tim B
Excellent service from Tim B who had an expert knowledge of the model of electric stove and was able to quickly identify the problem and replace the part which failed. The floor was protected and shoes removed from the outset. Tim was thorough and cleaned and oiled moving parts to secure a quieter experience. Many thanks.
18 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Stuart
Thank you for your 5-star review
It is great to hear that Tim did an excellent job servicing your stove.
Our engineers are trained on all our fires and stoves and with a van full of stock, they can resolve almost all issues then and there. They will also clean your appliance, making sure it is left looking and working like new.
I will pass on your comments as I know Tim will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Amazing Service
We purchased the Onyx Fusion fire which arrived on time and was sealed extremely well. However when the fire was fitted, we quickly identified that the log set didn't light up. As soon as we raised the issue, Stovax got in touch swiftly to identify the problem and they booked in an engineer to come out at the earliest opportunity. The lady from the customer service and booking team was efficient, extremely knowledgeable and polite. The team also called us to try and diagnose the problem before the engineer came out. Engineer Tim came out to see us, he was punctual, friendly and he got straight to work to try and fix the issue. I appreciated his determination to identify the problem and despite any challenges, he found the problem and got the logs working for us, which was such a relief. Unfortunately the cables had been tied together too tightly in the factory, causing the cable that should've lit the logs to disconnect. Tim B was very helpful and we were left feeling assured and confident that the Stovax team would be at hand incase we ever needed them in the future. We love the fire and we are grateful to the Stovax team and to Tim B for sorting out our issue swiftly. It really did relieve our stress.
16 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Amie
Thank you for your 5-star review
It is very rare that one of our fires has an issue on installation, but when that is the case, we will always work with the customer and installer to resolve the issue as quickly as possible.
Sometimes all it takes is a quick call from our technical department to see if the issue can be resolved by the installer, and if that is not successful, the customer will always be prioritised for a visit by one of our service and warranty engineers.
It is great to hear that our engineer Tim was able to fault diagnose and resolve the issue with your Onyx fusion Electric fire, so it now works as designed. Allowing you to just sit back and enjoy what will be a stunning addition to your living room.
And remember we love seeing our fires and stoves in their new home. So, if you haven't already, please send pictures to www.stovax.com/review, where you have a chance to win the cost of your product in our prize draw.
Kind regards, Customer Care
customercare@stovax.com
Tim was excellent
Tim was excellent - very pleasant manner, phoned as promised arrived on time and was very respectful to my home. I can see a big difference to my fire it looks new.
26 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear David
Thank you for your 5-star review
All our engineers, including Tim, take great pride in the quality of the work they provide, making sure that all appliances they service are left working and looking like new.
I will pass on your comments to Tim as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Spare parts which arrived damaged twice…
Spare parts which arrived damaged twice were dealt with in a fast no quibble manner
15 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Thank you for your 5-star review
It is unfortunate when the Independent Couriers damage an order they are delivering on our behalf. But as you have seen, if advised of the damage within 48 hours, we will always organise an immediate replacement.
Kind regards, Customer Care
customercare@stovax.com
Excellent service
Excellent service.
Professional and thorough job carried out by Shane Bush.
25 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Rob
Thank you for your 5-star review.
It is great to hear that our engineer Shane has done an excellent service on your fire or stove.
It is the quality of engineers like Shane, which allow us to offer the 5- star service we are so proud of.
I will pass on your comments to Shane, as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Highly Recommend
Paul Pascoe arrived exactly on time and was very polite throughout the process. He carried out the service of our fire in an extremely professional manner and left the area in a clean and tidy condition. This service is highly recommended.
26 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Martyn
Thank you for your 5-star review
We take pride in the quality of our service, so it is lovely to hear what a great job our service engineers Paul has done.
I will make sure I pass on your review to Paul as I am sure he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Tim B arrived from Stovax to ssdvice…
Tim B arrived from Stovax to ssdvice our gas fire today. He called us before he got here with an ETA and was bang on time. He was polite knowledgeable and extremely professional leaving our fire cleaner than when he got here. Well done Tom and well done Stovax.
25 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear John
Thank you for your 5-star review
We take pride in the quality of our service, so it is lovely to hear what a great job our service engineer Tim has done.
I will make sure I pass on your review to Tim as I am sure he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Riva 2 issue fixed with no fuss. Happy customer.
I had an issue with my Riva 2 4 which once communicated to Stovax via my installer was dealt with quickly and to my satisfaction. The customer service team were proactive and professional and Shane the engineer was on time, professional and fixed the issue without fuss first time. A good experience all round.
24 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Paul
Thank you for your 5-star review
Occasionally, over time and use, parts can need replacing. We are therefore always happy to come to site to resolve the issue under either warranty or a service call.
Our warranty team work hard to get engineers to site as quickly as possible and all our engineers like Shane are trained to a very high standard, so they can quickly and efficiently fix any issues, leaving your appliance working like new.
I will pass on your comments to Shane as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Fantastic service
Fantastic service! Brilliant price! Our studio 22 fire wasn't working, Contacted Gazco who arranged for their engineer, Tim to visit. Lovely guy, very knowledgeable and helpful. Tim did a full service and replaced pilot light and some faulty wiring and had our fire fixed within a couple of hours. Would most definitely recommend Gazco, and Tim! Thank you so much, we are now toasty warm again
24 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Rachel
Thank you for your 5-star review
It is great to hear that Tim was able to get your 16-year-old Studio 22 gas fire working again.
The benefits of having our engineer to site is that they have not only been trained on all our products but with a van full of stock, they can usually get your fire looking and working like new on the first visit. Allowing you to sit back and enjoy the fire again.
I’ll pass on your comments as I know Tim will be pleased.
Kind regards, Customer Care
customercare@stovax.com
Two gas valve faults and shocking service
Gas fire supplied but after a few weeks use had horrible smell and then an error message which meant that I couldn’t use it. Contacted company as it was under warranty. Was told it would take about six weeks for an engineer to visit. Charming helpful engineer visited and identified gas valve fault, Fire worked for a few weeks before a further error message. Unhelpful customer service who said they would contact me in another month with a date they could visit. No sense of urgency, no sense of my diary or that I had had no gas fire for virtually whole winter. Charming engineer visited again hugely apologetic and clearly having to cover extended region because of staff shortage. Another gas valve fault to blame. Attempts to get a refund of some sort not responded too.
23 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Heather
Please except our apologies that you didn’t receive the quality of service that we pride ourselves on.
It is unusual that a new fire has any issues in the first few months after being installed, and even rarer that we must revisit.
We do make these fires here in Exeter, but certain components like the valve are purchased, and though tested before production, they can on occasion fail in the field due to a fault with the part.
I will however contact you directly to discuss your complaint. As, though December and January are the busiest time of year for all heating engineers and we are no exception, we should not have taken so long to resolve the issue with a new fire.
Kind regards, Customer Care
customercare@stovax.com
Stovax 5 is a beautiful centrepiece to our home.
Why did we wait so long to replace our old fireplace? Our new Stovax 5 has completely transformed the look and mood of our living room. It’s cast iron solid quality, yet small enough to fit perfectly in our space, and warms everywhere in minutes. We’d recommend this stove, and the guys that installed it, to anyone.
18 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Barry
Thank you for your 5-star review
It is lovely to hear how much you like your new Stockton 5 Multifuel stove.
With its traditional style and cleanburn technology it is a great looking, highly efficient, low emission stove which is a fantastic addition to any living room.
We love seeing our fires and stoves in their new home. So, if you haven't already, please send pictures to www.stovax.com/review, where you have a chance to win the cost of your product in our prize draw.
Kind regards, Customer Care
customercare@stovax.com
Annual Gazco Service…
Yesterday we had the Annual Service done on our Gazco Fire and were very pleased when were told it would be Tim Branscombe, he always does a very thorough efficient joband always very helpful - thanks Tim always a pleasure to see you.
19 de marzo de 2026
Opinión espontánea
Respuesta de Stovax & Gazco
Dear Mr Clarke
Thank you for your 5-star review.
It is great to hear that you have, for a few years now, booked your annual service with us, and our service engineer which covers your area has done an excellent job each time he has visited.
I will pass on your comments to Tim as I know he will be pleased.
Kind regards, Customer Care
customercare@stovax.com
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