Visited the amazing showroom on 10/07/2026 spoke to Colin who was so helpful. Returned the next day to purchase our fire, as we were so impressed with the service we received. Once again Colin was fa... Mehr ansehen
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Das sagen Bewerter
Went to the lovely Knowsley showroom and purchased a Denver marble suite in semi rijo, all staff very friendly and approachable, including the delivery drivers and especially the fitter Paul who was... Mehr ansehen
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I am in love with my new media wall!!! Cannot thank Bespoke Fireplaces enough. The whole experience from start to finish was faultless, from ordering in Taskers, the communication in between, right up... Mehr ansehen
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Had a gorgeous electic fire suite 890hd from Bespoke fireplaces fitted today by brillant workers Gary and Lee. They were very helpful and nothing was too much trouble. Excellently fittef and demon... Mehr ansehen
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Unternehmensdetails
Vom Unternehmen geschrieben
The Costello Group Ltd Home to Bespoke Fireplaces, Bamboo Charcoal UK, and Valine Fires. At The Costello Group, we bring together three specialist brands to offer high-quality interior solutions for every style and budget. Bespoke Fireplaces Premium electric fireplaces, luxury media walls, and elegant marble fireplace suites, designed to transform your living space. Bamboo Charcoal UK Stylish fluted wall panels for the premium market, alongside versatile budget-to-mid-range options, including flexible painted wall panels. Valine Fires Affordable, high-quality electric fires available both online and in-store. We are the UK's Most Trusted Media Wall Company delivering Nationwide.
Kontaktinformationen
Unit 5 Admin Road , L33 7TA, Liverpool, Vereinigtes Königreich
- 0151 792 0091
- hello@thecostellogroup.co.uk
- www.bespokefireplaces.co.uk
4.9
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571 Bewertungen
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faulty fire
this review is not reflected to the engineer who came out has he was courteous and polite and took his time to try to resolve the problem which is there is a constant humming noise when we turn the fire on without the fan working.engineer told us there is nothing he can do has he replaced the motor but still made a noise was told its the design of the motor has its a moving part.very disappointed in the fire has it was expensive feel let down would not recommend
27. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good Morning Mr Kerr,
We are genuinely disappointed to learn that you feel let down, particularly given the investment made in the fire. This is not the experience we strive to deliver.
Please rest assured that your feedback has been escalated to our technical team, and we will be in touch to review the matter further and explore if we can get the issue resolved in line with our standards and your expectations.
Please do bear with us.
Warmest Wishes, Sam
The Costello Group
Great support to fix a problem
Had a fault on a fire that was a few yaers old and out of warranty. They diagnosed the fault via email and sent a link to the spare part needed (PCB). There were two options 1. to fit yourself or 2 have an engineer visit. however, they gave a link to a video showing you how to change the part. Video was great and manged to replace the PCB, thus saving the cost of enginner visit. Great support from BF and the part was reasonably priced. All in all a great experience
20. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Hi Chris,
Thank you so much for taking the time to share your experience.
We’re really pleased to hear that our team was able to diagnose the fault quickly and provide the right support to get your fire back up and running. It’s great to know the video guide made the PCB replacement straightforward and helped you avoid the cost of an engineer visit; that’s exactly why we create those resources.
We always aim to provide clear guidance, fairly priced parts, and flexible support options, so your comments mean a lot to the whole team.
If you ever need any assistance in the future, we’re always here to help.
Thanks again for your kind words and for choosing Bespoke Fireplaces
Warmest Wishes, Sam
The Costello Group
From showroom to fit I honestly could…
From showroom to fit I honestly could not be happier! Great service from start to finish! Special thanks to Clare for the initial purchase and to the installers Lee and Gary. Professional and seamless purchase experience. Extremely happy with our new fire 🔥 😍
23. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Thank you so much for your wonderful review Shirley.
We’re absolutely delighted to hear that you’re so happy with your new fire and that the whole experience, from showroom to installation, met your expectations.
I’ll be sure to pass your kind words on to Clare, Lee, and Gary. They’ll be thrilled to know their hard work made such a positive impression.
It was a pleasure helping you, and we hope you enjoy many cosy evenings with your new fire 🔥
If you ever need anything in the future, we’re always here to help!
Warmest wishes, Sam
The Costello Group
Thank you so much Luke
I would like to express my sincere appreciation for the excellent service provided by Luke.
He was extremely prompt in his responses and clearly explained the part that was required. He then attended promptly and resolved the issue efficiently and professionally. His communication and workmanship were outstanding.
Luke is a real credit to your organisation, and I am very grateful for his assistance.
Thank you once again.
20. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Hello Bushra,
Thank you so much for taking the time to share this wonderful feedback.
We’re delighted to hear about your positive experience with Luke. His prompt communication, clear explanations, and professional workmanship are qualities we value highly, and it’s great to know they made such a difference for you.
We’ll be sure to pass along your kind words; feedback like this means a lot and reinforces the dedication he brings to his work.
Thank you again for your appreciation and for choosing our services. If you ever need assistance in the future, we’re always here to help.
Warmest Wishes, Sam
The Costello Group
The Costello group
Had the team from bespoke fires Lee and Gary to fit my fire and fluteslats from start to finish great job very friendly would highly recommend no mess tidied up after themselves, me and the wife are so happy with the products and the amazing job they’ve done again can’t thank them enough,and what an amazing fire and a big thanks to bamboo charcoal uk for the fluteslats amazing.
21. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Thank you so much for your fantastic review David!
We’re absolutely delighted to hear how happy you and your wife are with your new fire and fluted slats.
Lee and Gary will be especially pleased to know their hard work, friendliness, and attention to detail made such a positive impression; we pride ourselves on leaving every home just as tidy as we found it.
It’s great to hear you love the finished result.
Thank you again for your recommendation and for trusting Bespoke Fires with your home. If you ever need anything in the future, we’re always here to help 🔥
Warmest Wises, Sam
The Costello Group
Outstanding service
I purchased a fire from Bespoke Fires and when it stopped working, their service was outstanding. Within days of getting in touch, Luke came to my home. He was friendly, professional, and took the time to explain everything. The repair was covered under warranty, so there was no charge at all. Excellent customer service, highly recommended.
30. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Thank you for your wonderful review!
We’re so pleased to hear that you were happy with the service you received from Bespoke Fireplaces; Luke will be delighted to know his friendly and professional approach made a difference, and that everything was clearly explained during his visit.
It’s great to hear the issue was resolved quickly and smoothly under warranty, and that you felt well looked after throughout. Thank you for the recommendation.
We truly appreciate your support, Sam
Bespoke Fireplaces
We were mooching for a new fireplace…
We were mooching for a new fireplace for our new apartment.
We’d been into taskers aintree, were really impressed with Sophie (I think it was her name) .
So we went back again to make a decision.
Chatted with Clare, who was wonderful with us. Showed us different colours we could choose surround with. Ended up purchasing a brand new fire. We are both delighted and can’t wait for it to be delivered and mounted on the wall. Thank you Clare for explaining and making our decision relatively easy x
31. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Thank you so much for taking the time to leave such a lovely review 😊
We’re delighted to hear you had such a positive experience with us at Taskers Aintree.
Sophie and Clare will both be thrilled to know they made such a great impression and helped you find the perfect fireplace for your new apartment.
Thank you again for choosing us, and please don’t hesitate to pop back in if you need anything at all.
We can’t wait for you to enjoy your new fire! 🔥
Warmest wishes, Sam
Bespoke Fireplaces
Luke you can trust
Luke
Called out on time and was presented with quite a problem but with perseverance he got the job done quickly and without any fuss left the place as he found it good guy
30. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good morning Allen,
Thank you so much for taking the time to leave a review for Luke. I’m pleased to her through perseverance, Luke was able to get the job done and issue resolved.
Many thanks, Sam
Bespoke Fireplaces
Exceptional customer service …
Can’t thank Luke enough . The company goes above and behind with their customer service. Once a customer of bespoke fireplace you will be a customer for life .
30. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Ahh Jayney, what a lovely review.
Thank you so much for your kind words, I will be sure to pass these along.
Many thanks, Sam
Amazing service and quality!
27. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good morning Mark,
Thank you so much for your wonderful review; much appreciated.
Have a wonderful day,
Warmest Wishes, Sam
Bespoke Fireplaces
I am a OAP and Luke was first class…
I am a OAP and Luke was first class from my initial phone call / diagnosing problem to turning up when arranged and fixing my fire. Very polite , punctual and professional. Thank you to Luke and bespoke Fireplaces .
26. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good morning Mr Nichols,
Thank you so much for leaving such a wonderful review; I’m pleased Luke was able to resolve the issue and he left you feeling satisfied.
Wishing you a lovely day,
Warmest wishes, Sam
Only nipped into the showroom to have a…
Only nipped into the showroom to have a look what was on display. Beautiful showroom. Naomi was a fountain of knowledge. Excellent service. Bought a
Fire set and was fitted 2 days later. Again excellent service from the fitters, Jay and Lee
A small fault developed, rectified in no time at all by the engineer, can't remember his name. Excellent first class service all round.
Highly recommend this company.
15. November 2025
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Hello Sue,
Thank you so much for your lovely review!
We're really pleased you enjoyed visiting our showroom and that Naomi was able to help you find the right fire.
It’s great to hear that Jay and Lee got everything fitted quickly and that our engineer was able to sort the small fault for you without delay.
We truly appreciate your recommendation and your kind words about the whole team.
If you ever need anything in the future, please don’t hesitate to get in touch; we’ll be more than happy to help.
Enjoy your new fire 🔥
Warmest Wishes, Sam
The Costello Group
Got in touch with Bespoke over Fault…
Got in touch with Bespoke over Fault with Fire due to Fan breaking. true to their word they got in touch within 24 hours' sent them video of fault and within the week they came out and fixed the problem really good service highly recommend Bespoke Fireplace no messing with them.
23. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good Morning Mr Fox,
Thank you so much for taking the time to leave us a wonderful review. I am sorry to hear you had an issue with your fire but I am pleased we were able to to resolve the issue quickly and efficiently for you.
Wishing you a lovely weekend, Sam
Bespoke Fireplaces
New PCB
We needed a new pcb as our fire stopped working. Luke came out within the week and promptly fixed it as well as cleaning all the glass as he put it back together! We are very happy with the service Luke provided, he was friendly and professional.
19. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good evening Claire,
Thank you so much for taking the time to leave such a wonderful. We are pleased Luke was able to get your fire up and running again with a quick turnaround and gave his usual amazing customer service. He will be pleased to hear the feedback.
Wishing you a lovely warm evening, Sam
Bespoke Fireplaces
I spoke,e to Luke last week about a…
I spoke,e to Luke last week about a fault with my fire, he arranged to come out on Wednesday 14th Jan. He arrived as promised. He fixed the problem and was very professional. He also showed me how to work tge remote which I had never been shown before. Great service from Luke.
14. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Hi Sharon,
Thank you so much for taking the time to leave a review. I am so pleased to hear you are happy with our aftercare service and Luke’s work and helpfulness.
Wishing you a lovely afternoon, Sam
Bespoke Fireplaces
Couldn't ask for better
As our fire is out of warranty an expectation of poor service and high cost to repair when something goes wrong.
Bespoke Fireplace website gave clear guidelines what to check prior to contacting them regretfully none of these worked so now you think costly engineer visit
Due to the holidays there was a slight delay but once normal business hours resumed Luke contacted me by email confirmed what had been check, diagnosed the fault and set the link to order the part advising and engineer could be 8 weeks and additional cost.
The part arrived within a few days instruction video watched and within an hour the fire was back working correctly.
Excellent service and guidance
5. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good Afternoon Carl,
Thank you for taking the time to share such a detailed review. We understand that issues arising outside of warranty can naturally cause concern, so we’re really pleased to hear that our online guidance and Luke’s support helped resolve the problem quickly and cost-effectively.
While there was a short delay over the holiday period, we’re glad Luke was able to diagnose the fault remotely, arrange prompt delivery of the part, and provide clear instructions so you could get your fire back up and running without the need for an engineer visit.
We truly appreciate your kind words about our service and guidance, and we’re delighted to know you’re enjoying your fireplace again. Thank you for choosing Bespoke Fireplaces.
Warmest Wishes, Sam
We wanted to share our experience we…
We wanted to share our experience we had with bespoke fire places.
If you are looking for Inspiration or ideas for a new media wall or a new fire with surround then you should look no further than the bespoke fireplaces showroom, they have everything you need, beautiful fires so many choices of surrounds and the display of media wall ideas is second to none.
As soon as you walk in you are greeted and offered a good choice of refreshments, you can walk around the showroom without any pressure and you are made to feel at ease from the moment you walk in.
We were lucky to meet Colin on our first visit nothing was to much for him he was full of knowledge and great ideas and made you feel like you had all the time in the world, such a lovely man.
We did go back on three separate occasions and each time Colin made us feel welcome.
You can take pictures in the show room which is great because sometimes you need to look at things when you get back home, we also were given samples which was great especially when you need to pick your couch, curtain, cushion fabrics and paints.
We purchased our fire and surround and before we knew it we were speaking to clare to sort out the delivery. Clare was lovely efficient and very accommodating and arranged delivery around our working hours and it was delivered within a week, what great service.
We did decide to fit the fire and surround ourselves and we did hit a problem on doing so, this is where Clare showed us compassion, Steven Costello made an unbelieve decision and Paul and the team of fitters helped us in our time of need which meant everything to us, more than you will ever know and we will always be forever grateful. We have never received such outstanding customer service ever and that's why we could not go without sharing our story.
10. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good Afternoon Kelly,
Thank you so much for taking the time to share such a detailed and heartfelt review. We are truly overwhelmed by your kind words and are delighted that your experience with us was such a positive one from start to finish.
It’s wonderful to hear how much you enjoyed our showroom, and the ability to explore ideas at your own pace. Colin will be touched by your comments; his passion, knowledge, and genuine care for our customers are something we’re incredibly proud of, and it’s lovely to know he made such a lasting impression across all your visits.
We’re also delighted that Clare was able to support you so efficiently with delivery arrangements, and that everything worked around your schedule so smoothly. Your feedback highlights exactly what we strive for: exceptional service at every stage of the journey.
Most importantly, thank you for sharing your experience during a challenging moment. Steven, Paul, and the fitting team will be extremely happy by your words. Going the extra mile for our customers is at the heart of what we do, and knowing how much that support meant to you is incredibly rewarding for all of us.
Your recommendation truly means the world to our entire team. Thank you once again for choosing Bespoke Fireplaces.
We’re so pleased to have been a part of your journey.
Warmest Wishes, Sam
Bespoke Fireplaces
Good two in my house I’d never go…
Good two in my house I’d never go anywhere else. Quality is superb
3. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Good Morning Anthony,
Thank you so much for taking the time to leave us such a wonderful review.
We’re delighted to hear this; and thank you for choosing us not once, but twice.
Knowing our quality has made such an impression means everything to us. We truly appreciate your loyalty.
Warmest Wishes, Sam
Bespoke Fireplaces
Wow!!
Wow. The most amazing media walls and displays. Their products are amazing, the showroom is just beautiful. The customer service is fantastic. I can't rate this highly enough.
8. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Hi Sue,
Thank you very much for your lovely review.
We are thrilled to hear you have received our fantastic customer service we strive for and appreciate you not only visiting us but for taking the time to leave us a review.
We hope you found what you were looking for.
Warmest Wishes, Sam
Bespoke Fireplaces
Excellent customer service
Bespoke fireplace have been excellent. Usually if something breaks outside a year then you have a fight on your hands trying to get suppliers to help ypu get things fixed. However bespoke fireplace customer service have gone above and beyond when trying to get my fire fixed. We may have had a couple of issues however it has been sorted on there behalf at no hassle to us.
5. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von The Costello Group
Hi Jade,
Sam here, Thank you for taking the time to share your experience. We’re so pleased to hear that our team was able to support you and make the process as easy as possible, even after the initial warranty period. We firmly believe that great customer service shouldn’t end after a year, so your feedback truly means a lot to us.
While we’re sorry to hear you experienced a couple of issues, we’re glad everything was resolved smoothly and without hassle. If you ever need anything in the future, please don’t hesitate to reach out to us.
Wishing you a lovely weekend, Sam
Bespoke Fireplaces
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