I recently purchased a ‘Tamarin 44’ fire suite from Twilight Fires, but was disappointed to learn that within the space of 24hrs, the fire was listed as discontinued, leaving a ‘sour taste in the mouth’. However, this was the only negative encountered in respect of my purchase, and for the remainder of the order fulfillment, the customer service team and the manner in which they strived to find a comparative alternative was exemplary.
I was offered a number of options ranging from a complete refund and cancellation of my order, through to alternate proposals with upgrades if acceptable to me.
I finally opted for a Sureflame 52 open fronted suite (the Tamarin was fully enclosed) with upgraded log set. I did find the suite cheaper elsewhere, and there was no reservation in Twilight matching the price quoted. I have since found the fire even cheaper, but would have willingly paid the additional £100 or so from the offset to have received the service and support from Twilight.
Fo anyone looking for a ‘floating suite’, then I can highly recommend both the fire and the upgraded logs supplied as an accompaniment. The standard ‘grain’ bed and artificial log set are somewhat unconvincing in appearance, however the addition of the custom hand charred logs and chippings totally transform this fire suite. People who have seen it in situ, believe it to be a ‘real’ gas fire, and are astonished to learn that it is in fact electric. Incidentally there are sufficient logs and chippings supplied to provide for replacement, should the initial covering become dusty or faded over time.
Overall, a great purchasing experience following the initial disappointment, and I would highly recommend Twilight to anyone looking for a quality product and personal service.
