extremely helpful, took a long time to clearly explain why our stove wasn't working as well as it should and to suggest ways of improving its use. Helpful follow up emails too. Would not hesitate to... Se mere
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Se, hvad kunderne siger
My bradgate is brilliant efficent a good investment sanves around £1500 per year on heating costs compared to othe r houses identical to mine with 2 people . My only concern is the stainless stee... Se mere
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Our Burley Hollywell wood burner is amazing and it is a highly efficient piece of kit, providing you use it properly! We spoke to Chris Astley-Stone at Burley in Oakham, he was so knowledgeable... Se mere
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Easy to contact and get advice. Spare parts arrived quickly together with some helpful notes.
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
We are Burley Appliances, a proud UK manufacturer based in the heart of Oakham, England. For 50 years, we've dedicated ourselves to designing and crafting some of the world's most efficient and cleanest flueless gas fires and wood-burning stoves right here in the UK. We believe that exceptional warmth shouldn't come at the cost of the environment. That's why our stoves are meticulously engineered to deliver impressive heat output while significantly reducing emissions. This commitment ensures you not only enjoy a cosy and comfortable home but also benefit from a truly sustainable and cost-effective heating solution. We're passionate about quality and supporting local businesses, which is why our products are exclusively sold through a trusted network of independent retailers. You can find your nearest Burley stockist and experience the difference for yourself at burley.co.uk/stockists/. Choose Burley for an innovative, efficient, and environmentally conscious way to heat your home.
Kontaktoplysninger
Lands End Way, LE15 6RB, Oakham, Storbritannien
- info@burley.co.uk
- www.burley.co.uk
4,8
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Great fire burns well little ash s as…
Great fire burns well little ash s as me very controllable
Unfortunately customer service is NON EXISTENT
GREAT FIRE but useless as a company
Thank you for your reply
If you don’t call customers back with technical enquiries then you need to address that issue.
Sending a fire out with a crucial
part missing is poor quality control.
You told me you don’t sell parts but then manage to send me one !
I didn’t want the part I wanted a refund as I had already purchased the part as you suggested.
Between yourselves and direct stoves you just had to refund me
But again through poor communication you sent me another part, that I had already purchased.
A simple problem made difficult by both of you
10. april 2024
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Mello Mr Gaunt, Thank you for your 4-star review and for highlighting the positive aspects of your Burley wood-burning stove – we're glad to hear it burns well, produces little ash, and is controllable. We've spent years designing our stoves to achieve exactly this balance of performance and efficiency.
We understand your feedback regarding customer service. As a manufacturer, we work closely with our retailers who are often best placed to handle initial customer inquiries and provide immediate support. In most cases, the retailer from whom you purchased the stove should be your first point of contact for any issues. We acknowledge that there are two sides to every issue, and we are always striving to improve our processes and communication with both our retailers and end customers. We're disappointed to hear your experience wasn't what you expected, and we're reviewing how we can better support our network.
We value your feedback and hope to demonstrate our commitment to customer satisfaction.
Burley Hardwick stove
I bought a Burley Hardwick stove as a second stove. The burley stove is attractive with a large glass panel, but more importantly it puts out a huge amount more heat than our original stove despite having a smaller nominal heat output and burning logs at a much slower rate. It is remarkably efficient, which also means after 4 weeks of use we haven't emptied any ash yet and have only a very small pile of it. Couldn't be more impressed.
17. februar 2024
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hi Tim, thanks so much for your fantastic review of the Burley Hardwick! We're delighted to hear it's exceeding your expectations, especially in terms of heat output and efficiency, despite its smaller nominal output of 5kW with a 6.4kW maximum It's great to know you're experiencing such clean burning with minimal ash buildup after four weeks. That's a testament to the stove's design and efficient combustion. We really appreciate you taking the time to share your positive experience.
Burley Thorncombe 9404c
Burley Thorncombe 9404c - I thought buying the most efficient woodburning stove on the market was a good idea. British made and modern looking.
Only burning wood means you don’t have to worry about which solid fuel to use as long as your wood is under 20% moisture content.
We found lighting a little troublesome but this is more likely the external twin wall flue not the stove.
The issues started with the top baffle being too thin, distorting and not staying in place. This causes poor combustion and almost impossible to keep the glass clear. This is a consumable part that might need replacing every 3-4 months at £55.
Being the Catalystic converter model, the top plate has a pumice top matrix built into the Mica top board. Neither of these are hard wearing and while not consumables fail too easily and need replacing with the baffle. £135!
Burley will tell you it your fault for over firing the stove but this stove is largely unsuitable for burning anything.
19. januar 2024
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hello Richard, thank you for sharing your detailed experience with your Burley Thorncombe 9404c stove. We appreciate you taking the time to provide such comprehensive feedback.
We understand your frustration with the issues you’ve encountered, particularly with the baffle and the top plate components. We want to address some of the points you’ve raised:
Fuel Loading: As detailed in the instruction manual and as your installer should have advised, the 9404c has a recommended fuel loading of no more than 1.3kg of wood per hour. This is crucial for optimal performance and to prevent damage to internal components. Overloading the stove can indeed lead to reduced heat output and accelerated wear of parts like the baffle and top plate. It may seem counterintuitive, but adding more fuel than recommended restricts airflow and hinders efficient combustion.
Baffle Distortion and Top Plate Wear: We acknowledge that the baffle is a consumable part and may require periodic replacement, depending on usage and operating conditions. However, premature distortion and wear of the top plate, especially within a few months, is not typical. It is highly likely this is due to over-firing the stove.
Catalytic Converter Model: The design of the catalytic converter model, with the matrix within the vermiculite top board, is intended to enhance efficiency and reduce CO emissions. While these components are designed for durability, they are subject to wear and tear over time.
We understand your disappointment and your statement that the stove is "largely unsuitable for burning anything." However, the 9404c, when operated correctly within the specified parameters, is designed to provide efficient and clean burning. It is essential to adhere to the recommended fuel loading and ensure proper airflow to prevent the issues you’ve described.
We recommend revisiting the instruction manual, particularly the sections on fuel loading and operating procedures. For any warranty claims, parts inquiries, or further assistance, we recommend contacting the retailer from whom you purchased the stove, as they are best placed to assist with these matters. We may also recommend contacting your HETAS registered engineer to inspect your installation and ensure it meets all requirements.
Fills room with smoke when adding wood
Update 25 January 2025:
This review was originally posted on 7 January 2024. That was at least a year -- probably two years or more -- after contacting Burley for help and receiving the advice described below. The fact that Burley then responded to this review on 23 January, 2025, over ONE YEAR after the review posted, only confirms my remarks, and the remarks of others, about the inadequacy of Burley's customer service.
Moreover, Burley's response effectively confirms that they know they have a problem with smoke escaping. Of course I make sure the air controls are fully open; of course I open the door slowly. It doesn't matter, smoke comes out no matter how careful I am.
Burley's suggestion to add smaller pieces of wood to reignite the fire gives the game away -- if it were possible to open the door while the fire, or even strong coals, were burning it wouldn't be necessary to reignite the fire with kindling, would it?
Finally, Burley now suggests that I contact the retailer and installer (in this case they were one and the same, a dedicated stove shop). Where do you suppose I went first, all these years ago? They found no problems with the installation, they confirmed my wood was dry (<14% humidity), and confirmed that the draft is strong (something that is obvious just looking at and listening to the stove). They were unable to solve the problem, and could only propose installation of an expensive chimney fan system which they did not guarantee would work. They are now long out of business.
Again: love the build (well, one little niggle), love the heat, just don't you dare open the door til the fire is out because no matter how careful you are, you'll fill your room with smoke. And good luck getting help from Burley. BUT: Burley, if now you're truly serious about solving the problem, if you manage to fix it I'll buy another Burley stove for my second home.
Original review 7 January 2024:
Burley Wakerly owner for several years now. I can confirm the reviews here that say: (1) well made; (2) amazing heat output; (3) very little ash; (4) needs very dry wood; and (5) will fill your room with smoke if you dare open it before the coals have died out.
Number 5 is the deal-killer. Effectively, you can't refuel when the fire is down to strong coals, but have to wait until the stove is nearly cold and start a new fire every time. Otherwise you fill your room with smoke (breathing that stuff is incredibly unhealthy!), and are forever cleaning sooty dust off everything. This also means the room temperature swings up and down considerably.
If lighting this stove once in the morning for a 3-hour burn, and again once in the evening for a 3-hour burn, works for you, this might be a great stove for you. Otherwise, don't buy a Burley, because if you are trying to keep a home heated throughout the day, most of the heat you generate will come from your own frustration about how this stove is effectively impossible to refuel.
As for Burley customer service, I can confirm (6) it is seriously inadequate. When they did respond to me they suggested either I shorten the upper fire brick (which I did, and it didn't help), simply remove the upper internal pieces of the stove (?!), or that I was not using the stove correctly. All I want to do is be able to open the door to put more wood on before the fire is out. If there's a trick to that then perhaps this stove is not suited for the consumer market.
7. januar 2024
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Thank you for sharing your experience with your Burley Wakerly stove. We appreciate your honest feedback, both the positive aspects regarding its build quality, heat output, and low ash production, as well as the challenges you've encountered with refuelling.
We understand your frustration with the issue of smoke entering the room when refuelling before the coals have completely died down.
Refuelling a stove while it's still actively burning requires careful technique and a good understanding of the stove's airflow dynamics. Here are a few points that are worth considering:
Establish a strong draw: Before opening the door, ensure the air controls are fully open to maximize the chimney's draw. This helps to pull the smoke up the flue.
Open the door slowly: Rapidly opening the door can create a pressure difference that forces smoke into the room. Opening it gradually allows the draw to adjust.
Rake the coals: Raking the embers towards the front of the firebox creates a clear space at the back for adding new fuel. This minimizes the chance of smoke puffing out.
Small pieces of wood: Adding smaller pieces of wood initially can help to reignite the fire quickly and reduce smoke.
Before we proceed with further investigation, we strongly recommend that you contact both the retailer who sold you the stove and the installer who connected it to the flue. They will be able to check the installation for any potential issues and provide valuable insights based on their knowledge of your specific setup. This is a critical step in diagnosing the problem effectively.
We understand that our previous suggestions haven't been helpful in your case. If they are unable to identify the cause of the problem, please contact us again directly with details of your installation, including chimney height, diameter, and any other relevant information, and details of your conversations with the retailer and installer. This will allow our technical team to assess the situation more thoroughly and provide more specific advice.
We are committed to providing satisfactory customer service and involving your retailer and installer is the first and most important step.
If you expect any customer service from…
If you expect any customer service from the company ( Burley ) forget it, They are only interested in ‘selling’ . Look for another reputable brand.
23. oktober 2023
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
We're sorry to hear you've had a negative experience. We want to explain that Burley is a manufacturer, not a retailer. This means we focus on designing and producing high-quality stoves, while our authorised retailers handle sales, installation, and customer service. If you're experiencing an issue with your stove, we encourage you to contact the retailer where you made your purchase. They are best placed to assist you.
Burley Holywell stove
Having owned a Burley Holywell 5kW stove for 7 years now, I can honestly say I've not a bad word to say about it.
Never had a problem lighting it, I have the flue swept annually so it's clear and draws well (once warm).
Without doubt the best woodburner I've had since I started using them in 1989.
28. februar 2023
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hi Steve, thank you for taking the time to share your experience with your Burley Holywell. We really appreciate your feedback. It's wonderful to hear that you've had such consistent performance from your stove for the past 7 years and that it's been the best woodburner you've ever used is high praise indeed! Unlike some others, you are following our operating instructions to the letter. We're committed to building quality efficient stoves, and it's reviews like yours that confirm we're doing things right.
The best stove Ive ever owned
I bought a Burley Crownley stove and waited a LONG time for it. Saying that - It is the very best stove I have ever owned. In the past I have bought very expensive Scandinavian stoves. The Burley Crownley aces all of them in relation to build quality, performance, efficiency, output and aesthetics.
1. januar 2023
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
That's wonderful to hear! Thank you so much for the fantastic 5-star review. We're delighted you're so pleased with your Burley Crownley and that it's become the best stove you've ever owned, and as you say 'surpassing other high-end brands'. It sounds like you've sized it correctly for your room and are operating it as per the instructions, which is fantastic! We appreciate your feedback. We're sure your Burley retailer would love to hear about your delight too, so feel free to share your experience with them! We hope you enjoy your Burley stove for many years to come!
No Improvement,just received a reply to my review of 09/02/2022 ref their appliance which was already installed in house when i purchased therefore no invoice etc,Burley offered no help whatso ever.
Appalling service and complete lack of interest in assisting recommendations to service or repair their fire definitely would not recommend to anyone wanting a reliable product.
9. februar 2022
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Richard, your 1-star review on Trustpilot, while expressing your frustration, isn't very helpful to other potential customers because it doesn't give any specifics. To make it more effective, consider adding some key details. Most importantly, did you contact the retailer from whom you purchased the Burley product for their advice or help with your queries?
This stove isn't all its cracked up to…
This stove isn't all its cracked up to be top brick won't last a year and replacement costs near £200 don't touch this stove
22. november 2022
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hello Hugh, We're sorry to hear you're experiencing issues with your stove, particularly with the top brick. We understand your frustration regarding the potential replacement cost. You don't mention the model number of your stove or how long you've owned it.
As a manufacturer, we work through a network of retailers who are best equipped to provide direct customer support and handle spare parts. We don't retail spares directly, so the price you've been quoted would have come from a retailer.
It's also important to note that firebricks, like many components in a wood-burning stove, are considered consumable items. They are designed to withstand high temperatures, but over time and with regular use, they will naturally experience wear and tear. The lifespan of a firebrick can depend on various factors, including the frequency of use, the types of fuel burned, and the operating temperatures of the stove.
Have you contacted the retailer from whom you purchased the stove? They should be your first point of contact for advice, support, and sourcing replacement parts.
Besvarelse fra Burley Appliances Ltd
I doubt if there's anything better" – that's high praise indeed! Thank you for the amazing 5-star review. We're incredibly proud of the quality and performance of our Burley stoves, and we're so pleased we've exceeded your expectations.
Burley Brampton 8kw
Burley Brampton 8kw. I have 42 years of coal burners, multifuel and wood burners. Fitted new with a new stainless steel lined chimney. This is undoubtedly the worse burner I’ve experienced. Difficult to get going… and don’t open the door or your room will fill with smoke and set all the alarms off. Claims to be very efficient with a small amount of ash generated: not so, you need at least a 1L jug to empty the ash and there is always lots of unburnt wood and charcoal left. Had the fitter back and after some adjustments was better, but still the worse by a country mile. It was so bad at sooting up, that the glass is permanently hazy and no amount of cleaning will solve it. I am so disappointed because it looks great and is not cheap.
21. oktober 2022
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hi Brent, We're very sorry to hear you're experiencing difficulties with your Burley Brampton 8kW stove and appreciate you taking the time to leave a review. We understand your frustration, especially given your extensive experience with solid fuel stoves.
However, issues with getting the fire established can sometimes be related to factors such as:
Fuel Quality: Using properly seasoned wood (moisture content below 20%) is crucial. Wet wood creates excessive smoke, and poor combustion, and contributes to soot buildup.
Airflow Management: It's essential to use the stove's air controls correctly during startup and operation. Experiment with different settings to find what works best in your specific installation. The manual for your stove will give guidance on this.
Installation Specifics: Even with a new liner, factors like chimney height, diameter, and surrounding structures can affect performance.
Regarding the smoke entering the room when the door is opened, this is often a sign of insufficient draw or incorrect operation of the air controls.
The amount of ash and unburnt fuel you describe also indicates incomplete combustion, which reinforces the potential issues with too much fuel, airflow or installation.
We strongly recommend contacting both the retailer from whom you purchased the stove and the installer who fitted it. They are best placed to investigate the specific circumstances of your installation. They can check for any installation errors, assess the chimney's performance, and provide advice on optimal operation.
We want you to be happy with your Burley stove, and we are confident that working with your retailer and installer will help resolve these issues. Please don't hesitate to ask them to contact us directly if they require any technical support from Burley.
Customer service is non existent
Customer service is non existent. I sent them a question via email to customer services one and a half months ago and never got a response.
Was thinking of buying a stove from them----- not any more!
18. marts 2022
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
We're sorry to hear about the lack of response to your customer service email and the frustration this has caused. We want to clarify that we don't sell stoves directly to customers; our products are available through a network of authorised retailers.
To ensure you get the best support and find the stove you're looking for, we recommend contacting one of our retailers directly. You can find a list of retailers on our website www.burley.co.uk/stockists/
I have used a number of stoves and this is the best yet
I have used a number of stoves and this is the best yet.
It is simple to use, efficien and environmentally sound with the catalytic converter and 92% efficiency.
It produces so little ash!
Could not recommend highly enough. So much so I'm writing this in my free time..!
25. februar 2022
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hi Andy... Wow! Thank you so much for this incredible review! "I have used a number of stoves and this is the best yet" - that means the world to us. We're thrilled you're experiencing the benefits of our Burley stove's simple design, efficiency, and environmentally sound features like the catalytic converter and 92% efficiency.
We designed it to be simple to use, efficient, and environmentally responsible, so it's fantastic to know these features are making a difference for you. The low ash production is definitely a bonus! We truly appreciate you taking the time to write this review.
I have a Burley ambience
I have a Burley ambience. it sets off my carbon monoxide alarm even when the pilot light is the only burner i on and the pilot light burns blue as it is supposed to do.
needless to say it is just a feature in the room as we can't use it
19. februar 2022
Uopfordret anmeldelse
We have had a burley Icarus stove for
We have had a burley Icarus stove for the last year and it is fandabydozy… easy to light and provides wonderful warmth. It took a few goes to get the know how for how to light it ( and thereafter it’s really easy) and using kiln dried logs we have very little smoke coming into the room when we open the door. . The door is easy to clean. We do it every day so no soot builds up.Fantastic! We had a friend visit who has a much older wood burner . She was amazed at our stove’s efficiency.as we need only one log every 45 minutes to hat a very large dining /sitting room extension. Thank you, Burley
29. januar 2022
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hi Laura,
Thank you so much for your fantastic 5-star review of your Burley Icarus stove! We're delighted to hear how much you love it and that it's keeping your large dining/sitting room extension so wonderfully warm. It's great to know you've mastered the lighting technique and are experiencing the benefits of kiln-dried logs – minimal smoke and easy cleaning are definitely perks! We appreciate you sharing your experience, especially the comparison with your friend's older stove. It's always rewarding to hear how efficient our stoves are. Thanks again for your wonderful feedback!
Martin Palfreyman.I have given burley one star because…
I have given burley one star because that is the lowest I can give.I have exactly the same fire as mr Robert Crosbie.my fire exploded underneath,not the bulbs.I firstly contacted the company I bought the fire from,they were totally useless and un helpful.It took them a month to reply to my e-mail,only to tell me all they do is contact burley to report the problem.They said burley would contact me with information.This never happened,so after another month went by,I contacted burley by phone to report the problem.I was told a replacement would be sent to me after receiving phone confirmation shortly.This never came and realistically don’t expect one now,or need to as I have purchased a new one from b&q made by Dimplex which is superb.Think before buying direct from burley,or the company,”flames” I bought from as both have a shocking customer support team.
6. januar 2022
Uopfordret anmeldelse
My baby Burley.
My baby Burley.
I've had my Burley Debdale since 2016 and it's honestly the best purchase I've ever made. I've had two slight problems with it and the customer service, in particular Mr Astley-Stone has been second to none!
I 100% recommend Burley woodburning stoves and the company.
20. december 2021
Uopfordret anmeldelse
Besvarelse fra Burley Appliances Ltd
Hi Christina, thank you for your fantastic review! It's wonderful to hear that your Debdale has been serving you so well since 2016. That's a testament to the build quality and durability of our stoves. We're also very pleased to hear you had a positive experience with our customer service, we'll be sure to pass on your kind words to Chris. Thanks again for your support!
Burley Debdale-Excellent
I’ve had the Burley Debdale for four years now. Regular chimney cleaning and clean the glass after every burn. Lights well although it doesn’t handle damp wood well, lots of smoke and sooty glass. Kin Dried logs burn beautifully and it heats the whole house. Only have to empty the ash every ten or so burns so it is efficient.
20. november 2021
Uopfordret anmeldelse
Burley Waverley.Very badly designed fire.
I bought this fire to fill my enclosed fireplace for looks only, I had no intention of using the heating facility, it arrived and I put it together, it has a top layer of real coals and when it was lit up it looked fantastic.3 weeks later and the bulbs blew, to change the bulbs you have to take off all the coals to access, 35 minutes later they are re fitted. 6 weeks later they blew again, its such a bad design that you have to take off all the coals, I contacted Burley-and asked if there was an easier way to change the bulbs, their answer.....if the bulbs keep blowing, contact your retailer, so unhelpful, I paid £349 for this fire to use for ornamental purpose, I have now binned this badly designed fire and have bought one that has a bit more thought in its making, I had only owned this for less than a year, very dissatisfied .Iwould not recommended this fire.
16. februar 2021
Uopfordret anmeldelse
Burley Debdale
Burley Debdale. Love it, find it easy to light, provides great warmth in the room from floor to ceiling , looks great, no mess. No issues at all. Installed by a local supplier. I would recommend.
16. februar 2021
Uopfordret anmeldelse
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