Dear Simon

I bought an umbrella from you on Sunday at the ideal home show. It’s great & has had a massive impact. It was very easy to put up, so thank you. A great idea & design!

I purchased my Chimella approximately 2 years ago & it has been a brilliant energy saving gadget keeping out the drafts. Unfortunately I was a bit heavy handed & ended up with a malfunction. I made contact with the company via telephone & left a message asking to be contacted. Simon got back to me very quickly & did some troubleshooting via FaceTime. It allowed Simon to diagnose the problem & ascertain that it couldn’t be repaired. As I was going to have to purchase a new one Simon offered me a goodwill gesture discount which allowed me to make a good saving. Have ordered my new Chimella & looking forward to receiving it. Simon I must applaud you for your excellent customer service. Thanks again.

“The best customer service ever!”
I purchased a Chimella on line, which arrived in a very timely fashion, all beautifully packaged. I had sought advice from the team on which size to order before doing so.
I did read the accompanying instructions and viewed the video before attempting to install it, but clearly not very thoroughly! I could not make the Chimella stay in the chimney, so after an hour and a face full of soot, I admitted defeat. I then fired off an email on a Sunday afternoon telling Simon that I could not make it work and that it must be broken as clearly it was a fault with the Chimella and not with me. I expected to hear in a few days, but in fact received a call first thing on Monday morning. Simon took a great deal of time trying to find out where I was going wrong as in his words “if you spend more than a few seconds on this, you are doing something wrong”. He suggested I send him some ‘photos of the inside of my chimney so he could advise further. He even offered to come to my house and install it for me, despite living c. 1.5 hours from me. This, I thought, was above and beyond anything I could have expected.

True to his word, Simon arrived this weekend on the nicest day of the year and installed my Chimella, showing me in the process just how simple it is. It is a fantastic product and I cannot rate it highly enough. As I do not want to view the handle, Simon installed it such that it could not be seen, as it is a non-working fireplace.

From start to finish, the service offered by Simon has been outstanding. To travel that distance, at his own expense and on a Saturday, was customer service at its every best. It would have been so much easier to just tell me to study the instructions and video again, but as a true professional, and someone who believes in his product, Simon wanted to prove how incredibly easy it is to install and how right he is!

I will tell everyone I know about the Chimella. It is fantastic product and sold by a company who really do care about their customers.”