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Rating: 4 out of 5
The only problem was the carrier, who didn't contact me and left the parcel at the pickup point.
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Customer reviews of Wikao
Trust Attestation
9,4
/10
Overall rating: 9,4 out of 10
Based on 1 699 published reviews
Summary of reviews
Customers consistently note fast, reliable delivery and products that arrive well-packaged and as described. They highlight attractive, well-finished designs and effective performance, with fireplaces and stoves warming the living room and creating a pleasant ambiance. Positive mentions of customer service and support include responsive, professional handling and helpful, available assistance. Overall, the experience is characterized by quick delivery, solid quality, and visually appealing, easy-to-use fireplaces and stoves.
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Rating: 4 out of 5
An item was forgotten in my order shipment; I can't comment at this time.
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Rating: 4 out of 5
Good advice and attentive to the customer.
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Rating: 3 out of 5
1) On the fireplace I received, 7 rivets had come loose (the heads had been cut off), which I had to replace before assembling it. 2) The UPS driver absolutely refused to let me open the package to check it, even though there was a hole in the box. He threatened to mark it as refused on his device. This is truly outrageous and contrary to standard delivery practices.
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Rating: 5 out of 5
Fast delivery and very well packaged.
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Rating: 5 out of 5
Very fast delivery and the product was well protected for transport.
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Rating: 5 out of 5
Order received very quickly and in excellent condition.
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Rating: 5 out of 5
Very fast ordering and delivery. The corners were very well reinforced in the packaging.
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Rating: 5 out of 5
I would like to thank WiKAO for the quality of its product. The finish is meticulous. The fireplace is very well protected in its packaging. I light fires for our comfort and enjoy the beautiful flames. I am very satisfied with my purchase.
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Rating: 5 out of 5
Very carefully packaged, fast delivery, and the item is even more beautiful than in the photo.
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Rating: 5 out of 5
We were skeptical at first, but ordered the Harmonix model on 4/12. It was delivered on 6/12! We unpacked it in front of the delivery driver: the fireplace and accessories were secured and protected—impeccable. The assembly and setup instructions are in French. It's easy to install and use: just follow the safety instructions. Its consumption, heat output, and quality match the description. Completely satisfied. The fireplace and Wikao deserve a 5-star rating!
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Rating: 5 out of 5
The website is simple, ordering is easy, and the item fully matches the descriptions provided.
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Rating: 5 out of 5
Superb product and fast delivery.
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Rating: 5 out of 5
Well done on the fast delivery. The product matches the description and was very well packaged for transport.
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Rating: 5 out of 5
Perfect in every respect (speed, efficiency, meeting deadlines, product quality...).
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Rating: 5 out of 5
Very good.
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Rating: 5 out of 5
I was surprised by the efficiency and speed. Excellent.
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Rating: 4 out of 5
Nothing to report.
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Rating: 5 out of 5
Exceptionally fast, product as described, attractive price.
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Rating: 4 out of 5
Reliable and fast.
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Rating: 5 out of 5
Excellent... A phone call the day after ordering, and ultra-fast, careful delivery. Well done!
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Rating: 5 out of 5
Responsive, helpful, excellent service. Delivered within the stated timeframe. Product as described and well packaged.
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Rating: 4 out of 5
I ordered the Lena fireplace and am very satisfied with my purchase. The product meets my expectations and delivery was extremely fast. The only small downside is that I also ordered lighters to light my fireplace, but unfortunately they seem to have gone missing during transport, even though the box hadn't been opened.
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Rating: 4 out of 5
The order and delivery arrived on time... The delivery tracking isn't effective; it's hard to know who will deliver and when (the information comes at the last minute).
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Rating: 5 out of 5
Perfect service, with a short delivery time that matched the order.
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Rating: 5 out of 5
Very good.
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Rating: 4 out of 5
Very good delivery, but I have 2 ongoing issues with the product.
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Rating: 5 out of 5
Very fast shipping and a very beautiful fireplace... We are satisfied.
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Rating: 5 out of 5
Very fast delivery and the product was perfectly packaged. I put the fireplace in the hearth that I couldn't use; the flame is lovely. I recommend it.
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Rating: 5 out of 5
Delivery was fast and arrived within the stated timeframe.
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Rating: 5 out of 5
Excellent service, the website is easy to use. Excellent, very professional telephone advice.
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Rating: 5 out of 5
Nothing to complain about except to say THANK YOU. The product matches the website description, and shipping was fast... I recommend Wikao.
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Rating: 5 out of 5
Excellent service that fully satisfied me.
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Rating: 4 out of 5
Not enough information about delivery...
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Rating: 4 out of 5
Very good service. Delivery was very fast, and the customer service response was also quick and honest (which is not so common). Absolutely nothing to complain about regarding the service. The product itself matches the description and seems to be good quality. I didn't give it 5 stars because (and I probably expected too much) I was a little disappointed with the flame of my fireplace (the Squarebox model), which I expected to be larger... This makes me think I probably should have chosen a 3000 W model. But I recommend ordering from Wikao.
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Rating: 1 out of 5
Very dissatisfied with the service. The fireplace was delivered to my home. The delivery driver didn't want to carry it upstairs, and when I unpacked it, there was a large dent in the frame. I immediately contacted the supplier, who told me the driver was not required to carry it upstairs. They said that if I wanted to return the fireplace, the return shipping costs would be at my expense, and they are not insignificant given its weight. They also said I should take it up with UPS, adding that even with a lawyer I wouldn't get anywhere. They offered to send me a replacement frame to be installed by someone with experience, and pointed out that the rivets and rivet gun were not included. They added that I wasn't going to miss out over 10 euros. I find this simply unacceptable after what I paid for my purchase.
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Response from Wikao
Madam, we are sorry that the delivery service for your order was of poor quality. It is essential to check the condition of your package upon receipt, which you did not do. You should have refused it and let the delivery driver take the fireplace back.
We offered you two solutions:
• Either you could ship the product back to us at your expense, since you had not noted any damage on the delivery slip. We would then have delivered a new fireplace as a replacement. 90% of online retailers proceed this way.
• Or we could send you a new replacement frame free of charge and at our expense. You only needed to install it on your fireplace using about ten rivets.
You chose the second solution, namely having a new frame sent to you: this was free of charge.
At no point did we tell you to get a "lawyer" to take on UPS, nor did we say that we were "10 euros short." It is true, however, that we do not provide the rivets or the rivet gun, any more than we provide the drill and spirit level that are nevertheless needed to install a wall-mounted fireplace. Very few retailers would have been willing to send a new part free of charge in a case like yours, so we do not understand your harsh comment.
Your wikao.fr team
We offered you two solutions:
• Either you could ship the product back to us at your expense, since you had not noted any damage on the delivery slip. We would then have delivered a new fireplace as a replacement. 90% of online retailers proceed this way.
• Or we could send you a new replacement frame free of charge and at our expense. You only needed to install it on your fireplace using about ten rivets.
You chose the second solution, namely having a new frame sent to you: this was free of charge.
At no point did we tell you to get a "lawyer" to take on UPS, nor did we say that we were "10 euros short." It is true, however, that we do not provide the rivets or the rivet gun, any more than we provide the drill and spirit level that are nevertheless needed to install a wall-mounted fireplace. Very few retailers would have been willing to send a new part free of charge in a case like yours, so we do not understand your harsh comment.
Your wikao.fr team
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Rating: 5 out of 5
Hello, I am completely satisfied with the website. I ordered a bioethanol fireplace on Sunday evening and received it the following Tuesday morning! The delivery and packaging were impeccable. The fireplace is very well finished—in short, nothing to complain about! No delivery charges, a reduced price on the model I wanted, plus a 7% discount. Couldn't be happier!
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Rating: 5 out of 5
No issues; everything worked well.
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Rating: 5 out of 5
Easy to order, fast delivery. Perfect.
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Rating: 5 out of 5
Nothing to complain about. I placed my order on Thursday evening at 9 p.m., and it was delivered to my home by carrier on Saturday at 8:30 a.m.
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