Hydrofire
Claimed Business
|3|2 Reviews (last 12 months)|This business does not respond to reviews
Hydrofire
Claimed Business
|3
2 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Hydrofire is consistently praised for delivering an exceptional fireplace purchasing and installation experience. Customers repeatedly highlight knowledgeable, friendly staff who patiently educate first-time buyers on product suitability for their space. A recurring theme is the speed of installation, often happening within days of order, even during peak winter demand. Reviewers frequently name specific consultants who go above and beyond, and the installation teams are described as prompt, professional, and tidy. Product quality and the breadth of the range also draw strong recommendations from satisfied homeowners.
Performance(last 12 months):
NPS Score
-100Unlikely
NPS Score
-100
Recommended: Unlikely
Review Distribution
3|2 Reviews
Oct '25 - Sep '26
Recent reviews (2)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceS
Susan
1 reviews | Active since Jul 2022
9 Sept 2026, 08:39
Titan Fs.. Firestove
We purchased our Hydrofire stove in March 2026, and unfortunately our experience with both the product and, particularly, the customer service from the Sales Manager, Jess, has been extremely disappointing. This was our first winter using the stove, yet within months we experienced several problems. A component around the flue/chimney area initially came loose. Thereafter, a much larger internal component came loose/fell out, *****s and was never fastened and fell into the firebox, and we noticed considerable rust/corrosion on internal components. We were subsequently informed that the baffle plate was "worn out" and no longer fitted properly, and that a we need to buy a new one. For a stove purchased only months earlier and being used for its first winter, I find it very concerning that such an important component could already be described as "worn out." What has made this experience particularly unpleasant has been our interaction with Jess, the Sales Manager. We found her manner rude, dismissive and lacking the level of professionalism one would reasonably expect when raising legitimate concerns about a relatively new product. Ironically, Jess herself suggested that we leave a Google review, so I am doing exactly that and sharing our experience factually. I do, however, want to give special recognition to Allan, the technician. Allan has been the complete opposite of our experience with management. He has been professional, patient and helpful. He has come out and collected/attended to the unit on numerous occasions and has genuinely tried to understand what is happening. He has also repeatedly tried to communicate the problems with the stove to Jess. Thank you, Allan — your efforts have not gone unnoticed. Our concern now goes beyond simply replacing another part. We want to understand why a stove purchased in March 2026 has deteriorated this much during its first winter. If Hydrofire believes this is due to misuse or over-firing, we have requested the technical evidence supporting that conclusion, as we have followed the operating instructions. At this stage, after repeated problems with such a new unit, we are requesting a proper investigation and permanent resolution. If Hydrofire cannot satisfactorily resolve the defects and establish why these components have failed prematurely, we will be requesting a full refund rather than continuing with repeated repairs to a relatively new stove.
Helpful (0)
|Replies (0)S
Susan
1 reviews | Active since Jul 2022
9 Sept 2026, 08:39
Titan Fs.. Firestove
We purchased our Hydrofire stove in March 2026, and unfortunately our experience with both the product and, particularly, the customer service from the Sales Manager, Jess, has been extremely disappointing. This was our first winter using the stove, yet within months we experienced several problems. A component around the flue/chimney area initially came loose. Thereafter, a much larger internal component came loose/fell out, *****s and was never fastened and fell into the firebox, and we noticed considerable rust/corrosion on internal components. We were subsequently informed that the baffle plate was "worn out" and no longer fitted properly, and that a we need to buy a new one. For a stove purchased only months earlier and being used for its first winter, I find it very concerning that such an important component could already be described as "worn out." What has made this experience particularly unpleasant has been our interaction with Jess, the Sales Manager. We found her manner rude, dismissive and lacking the level of professionalism one would reasonably expect when raising legitimate concerns about a relatively new product. Ironically, Jess herself suggested that we leave a Google review, so I am doing exactly that and sharing our experience factually. I do, however, want to give special recognition to Allan, the technician. Allan has been the complete opposite of our experience with management. He has been professional, patient and helpful. He has come out and collected/attended to the unit on numerous occasions and has genuinely tried to understand what is happening. He has also repeatedly tried to communicate the problems with the stove to Jess. Thank you, Allan — your efforts have not gone unnoticed. Our concern now goes beyond simply replacing another part. We want to understand why a stove purchased in March 2026 has deteriorated this much during its first winter. If Hydrofire believes this is due to misuse or over-firing, we have requested the technical evidence supporting that conclusion, as we have followed the operating instructions. At this stage, after repeated problems with such a new unit, we are requesting a proper investigation and permanent resolution. If Hydrofire cannot satisfactorily resolve the defects and establish why these components have failed prematurely, we will be requesting a full refund rather than continuing with repeated repairs to a relatively new stove.
0
Replies (0)MM
Mantshabeng M
1 reviews | Active since Jan 2024
20 Nov 2025, 16:10
Great service and ta...
Great service and take to educate about the units and its suitability based on the space of the house
Helpful (0)
|Replies (0)MM
Mantshabeng M
1 reviews | Active since Jan 2024
20 Nov 2025, 16:10
Great service and ta...
Great service and take to educate about the units and its suitability based on the space of the house
0
Replies (0)