Illusion Gas Log Fires

Thanks to George at Illusion Gas Log Fires, I now have the correct flue kit for the installation of the gas heater in our new home. The service he supplied was excellent and as this is the third heater supplied from this organisation all which worked as required I can recommend purchasing a heater either gas or wood from Illusion Gas Log Fires or Ultimate Word Heaters Show details

Not a big flame like Illusion showroom – Luminar 4000 flames very small. Can't get the flame the showroom as. Heat coming off etc but visually very disappointing We're down at Bairnsdale and no Illusion agents down this way apparently. Would be a good market for them and very handy for people like us. Rang service depth for assistance and got no call back Show details

Great customer service illusion Epping – Went in today to purchase a matrix GFX-S, George was great from get go had the whole team at Epping helping fantastic service, would buy from them again couldn’t do enough for me thanks and keep up the great work. Show details

Pilot flame seems too large – I have just installed the freestanding esprit 65 and it works great, but I have a concern the pilot light burns quite large and the unit is warm when off (with pilot on) is this using a lot of gas can the pilot light be smaller?? Show details

Brilliant throughout – From start to finish the instore service & pricing was very competitive. All the tradies and installers were fantastic, professional, engaging and courteous by the way of cleaning up before leaving. Great workmanship to compliment a great looking fire place. Show details

Very unhappy with the experience with Illusion fireplaces. Starting with a chip in the glass, I was told this won't be a safety issue, although it is a quality issue. The instruction manual does not cover how to properly install the fireplace. I had to pay Illusion to come out and fix the fireplace, it took the technician 1 minute to finish what… Read more

should have been in the instructions. No chance of a callout refund because they haven't done their due diligence. Luckily the service technician had spare screws to fix in the fascia, the fireplace didn't come with any. First time lighting the fire and one of the fake logs has cracked in half. Clearly this company needs to improve their customer service and hasn't heard of the old saying 'Just give them the pickle. '

Crap at best – I unfortunately inherited one..... Its 8-10 years old. I live in an area they have no representation but was told by the service guy they did a big push up here years ago. Trying to get someone to help or service this thing is a joke. DONT bother with this brand. Its mediocre at best.

DON'T BOTHER WITH THEM BECAUSE THEY DON'T BOTHER WITH YOU! – Against our better judgement we chose an Australian-made fireplace over a Jetmaster. Our Illusion never worked properly after installation. Turned out it had to be taken apart and re-assembled on site because of poor quality control in factory. Would not light this year. Had a service call and some part needed to be replaced which the service-man… Read more

did not have with him. Weeks later the part was fitted, (2 1/2 hours) the fire lit and some other part proved to be faulty (it had rusted!) which the service-man did not have with him. We have been waiting 3 weeks so rang on four occasions and left messages to which we have not had the courtesy of a reply. Ditto an email. ILLUSION lives up to its name - just an illusion!

After sales service – Nice showroom, friendly staff and reduced the price for us, SO ASK. However, we had problems with smoke dispursing into our lounge after putting it in and asked for help. Staff referred us to a guy who did their problems who did not contact us. After three attempts to get someone to help, we gave up. So do not expect any help after you buy a… Read more

fire place. Eventually we stumbled apon a blog by a guy called [Name Removed] (thankyou so much) which explained how to remove the baffle and more importantly how to replace it. It does not go back in easily no matter how easy it was to remove. So if you have problems, search up [Name Removed] tips and it will solve the problem. I also wish I had looked at the reviews before purchasing.

Appalling after sale service – Illusion were very keen to sell us 2 of there gas log fires, once they had our money that didn't seem to care less. they delayed delivery time and time again, short derived the flues and then wanted us to drive halfway across Melbourne to purchase more flue then on to there factory to pick them up. Appalled and disappointed, choose another company that stands behind there promise's and actually cares about customer service. Show details

If I could put no stars I would – Very loud fire place, have tried to get it serviced 5 times every time someone has canceled late in the day, you have to wait all day and no one shows up!!! You can’t work that day and basically cancel all jobs for the day even picking your kids up! Absolute disgrace

Worst buy ever – Bought a Luminar 3000 and have nothing but trouble. 4 fans have been replaced and now the 5th fan has to be replaced. Always have trouble to have Service Department to return calls.They are glad to sell their product but no after sales service. Buyer beware. Show details

Nothing but a headache – Had my Luminar installed just over 3 yrs ago. The initial installation was a nightmare. A year later the fan went and was replaced under warranty. 6 months ago the on/off switch broke and had to be replaced at my cost. Now the 2nd fan has broken and needs to be replaced at my cost. The serviceman who came to do the repairs pointed out that the… Read more

wiring is not done properly and should not have been certified. Wish these reviews had been around 3 yrs ago

BELOW PAR QUALITY OF THE UNIT FAN – Purchased a Millenium 33 in July 2019, then in 2020 the fan was faulty and was replaced within warranty. Now in May 2022, the fan is faulty and does not work. The fan was replaced again and I had to pay for it this time because it was out of warranty. I purchased the Millenium 33 from Illusion directly, which included the fan and it's… Read more

components. It is the responsibility of Illusion to refer these defects back to their supplier of fans, and not for the customer/purchaser to be accountable.

Overpriced for what they are – Made to enhance their bottom line I think. By reading the reviews here they adhere to their warranty terms, if you dig a little, the ACCC/consumer watchdog makes you think differently. We have a Millenium 33, cheaply made at best. I had to replace the remote receiver because it is a budget alternative model. It lasted 1 season when I had to… Read more

replace the 4 AAs in the heater body and found that 2 of the battery springs had rusted out. From the manufacturer (Skyteck) $90 - Illusion $350. The service person remarked that "that happens a lot." Business is business but that's just gouging. Illusion would get this $90 part a lot cheaper than I can. I went for a wireless aftermarket with a timer function. Just be wary about the warranty on substandard parts used in these heaters. They may be assembled in Australia but they are full of cheap foreign components!

Faulty fan replaced – Called yesterday to explain fan had stopped working. Heater was just out of warranty but Sarah explained that they had a batch of faulty fans so they would replace the fan under warranty. The service contractor was here this morning and replaced the fan Very happy with the quick response Fingers crossed for this fan Show details

Fan on the fire place only last few months – Hi, we purchased the gas log fireplace just over 3 years ago, the fan has been replaced two times already, first time under warranty but second one we had to pay as I was told it wasn't under warranty. we only use the heater few months a year as we have ducted heating as well. We have been told by someone that works for illusion that the fan on… Read more

them are rubbish and don't last long. I did email them and told them about the issue and my frustration and I was told do what you like. They look great and they are fantastic only if you happy to replace the fan often and the fan is the main part of the unit.

Great service and installation – Hi we have just had our fire installed and we'd like to thank everyone for their kind help and assistance. We have recently moved into a new home and wanted to put a fire back into the house. The previous owner had covered the fireplace so until we cut a whole in the wall we did not know what to expect. We choose Illusions Gas Fires in Epping as… Read more

they were so helpful in explaining the different types of fires available and what room and chimney they suit. As a Scotsman its second nature to shop around. We found their local competitor had a similar range, but no real customer service. We weren't greeted on arrival and really ignored until we had to find someone. I also tried Schots in Clifton Hill and could not believe how incompetent the older lady was. Four quotes and she could still not get it correct.

Illusions set our minds at ease as they offer a free in home quote. Phil came out and inspected the chimney. He called the gas fitter straight away to check the size of the chimney, and flu requirements, so we could get an accurate quote. I went that morning to buy the fire and flu kit. I got an approximate time for delivery and was told I'd be contacted by the gas fitter.

By the time I had got home Brooke had emailed me from Mattcorp Plumbing letting me know the install was booked for two weeks. We revived an email from illusions confirming the delivery and around 4 phone calls to follow it up and advise us of any changes due to Covid. The fire arrived the day before install and then we were contacted twice by Brooke to advise that Matt would be there the following morning.

I was very impressed by the communication throughout. The process is quite daunting as each fire is designed differently. With Phil coming and measuring things up, we knew the correct fire to buy and with their collaboration with Mattcorp Plumbing who specialises in fire installations, the whole process was seamless. At Schots and the other place we were given a list of plumbers to contact and told its about a six week wait. All they wanted to do was sell us the unit.

After reading various reviews on different companies and the process I was almost put off. In conclusion I would offer the following advise. Speak to Illusions on the various types of fires, sizes and options. Have in mind what you would like and get a brochure and price on it. Then organise a in home visit to discuss the technical requirements and to get a quote on the price of installation. Illusions cannot give that to you initially as each chimney is a different size. If you are happy with the price then I would definitely recommend them as they made the whole process seamless and easy.

Another bit of advise is the price. We ended up paying more than I imagined. When you look online you get bewildered by the options available and the extra's that come with them. As its an investment and it adds value to your home, be flexible with your price estimates. The less expensive fires may not fit or suit your chimney. Overall regardless of the price get the correct information. Speak to someone who is knowledgeable and is genuinely interested in you, rather than just trying to sell you something. Organise a home visit and also be realistic about the time frame. The install took around 5 hours as we are in a double story house. Mattcorp Plumbing also organised an electrician to be there to connect the fire to the power.

Phil and Mattcorp Plumbing were just great. They gave us their recommencement on what would look good compared to what we thought might work. As I say it is a little confusing but get someone who can talk to you about your house, and before you know it you'll be standing in front of a beautiful fire.

Robert

Bad customer service – We had our gas log fire installed nearly 12 months ago, we booked the original installer to come out and adjust the facade as it is installed crooked and opening up bottom door (where you control fan and temperature) is damaging our wall. The booked day came around and we were instead fitted with a new fan as they had fitted a faulty fan, no… Read more

adjustments were made to original complaint. We then called Dandenong again and were told they would get back to us. Another month past and my partner called and spoke to the actual installer and we were apparently booked in for the Easter break ( as husband was on break from work to be home this time) and still nothing! This company is happy to take your money and then forget about you, please consider installing through and smaller more reliable company. Bad form Illusion!

Matrix GFX-S – Installed it 6 months ago, plumber was done in half a day with no problems, Best thing i have ever bought customer services is excellent so far no problems on my one. Show details

500 Dodgy fans – It appears that Illusion purchased 500 cheap fans for $10 less to save a buck and don’t know where they’ve installed them. Now they’re breaking. Here’s the best bit, they’re charging people top dollar to replace them. The new fan creates less air flow and has buckled the rear of the receiver resulting in yet more damage. Thanks, thanks a lot. Show details