WhatStove?

Review of Esse 350 stove

Esse 350 - poor quality parts and poor customer,we service

Fiona MacNeill. 6 years ago

After first couple of months with only weekend use the throat plate buckled. It fell down into stove. Esse refused to replace it even though fire had only been used about 8 times. Photographic evidence sent to Esse. Esse insisted it is not covered by warranty. I would argue that there is a difference between a consumable part and one that fails after a few uses.

Eventually we bought a replacement - this was at least double the thickness - an admission surely that the original was not fit for purpose? Very poor customer service indeed not to replace a part when they are clearly fully aware that there is a problem with the part and hold proper quality ones for the customer to buy as replacements. To add insult to injury, although only a few months old, one of the side fire bricks has cracked - far too soon with only weekend usage over 4 months. At this rate I will have paid for the stove twice by the time I have a replaced the internal parts. General view of Esse - poor quality parts to the point of being 'not fit for purpose' and short sighted customer service.

Overall rating:

1.5 flames

Build Quality 1 flames (avg 3.4)
Quality of finish 2 flames (avg 3.4)
Value for money 1 flames (avg 3.2)
Ease of use 2 flames (avg 3.9)
Ease of lighting 1 flames (avg 3.9)
Firebox size 2 flames (avg 3.5)
How well does the airwash work 2 flames (avg 3.2)
Controllability 2 flames (avg 3.3)
Handle operation 1 flames (avg 3.8)
How likely are you to buy it again? 1 flames (avg 3.2)
What is your overall satisfaction? 2 flames (avg 3.4)