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.