Liselle R

Do not buy anything from Alva Lifestyle Retail!

We bought a brand new Alva 3-panel luxurious infrared radiant indoor gas heater (grey) directly with Alva online on 13 July 2022. The heater worked well for 2 weeks, then started giving issues. I emailed Alva & told them about the issues the gas heater is giving: 1) Often, we cannot get it switched on at all. 2) Often, it eventually switches on, but the flame does not connect properly with the panels - so the panels don't heat up. 3) Sometimes we get it switched on, & it works well for a few minutes, then switches off by itself. One of the consultants whazzapp'd me & sent me a manual with instructions to try first. We did that, but the heater still did not work. (We are familiar with how gas heaters work, because we have been using them for many years.) We messaged them back to say that it is still broken, but did not hear back from them again. Then, shortly after - the heater stopped working completely. (We were not able to switch it on at all...& yes - we tried 2 different full gas bottles!) I chased them a few times, but they replied saying they will pass my message on to someone else. I told them that I want someone to come out to collect the broken heater & replace it with a new one that works, but to no avail. My messages were ignored. No one from Alva contacted me again or replied to any of my messages. My first complaint email to Alva was on 1 Aug 2022. We had to go through the coldest month in winter without any heating in the house, because they did not feel it was important get back to a customer. I have messaged them & emailed them again, saying that I will give them another chance to sort this out - if not, I will have to post negative feedback on HelloPeter. Unfortunately, no one responded - yet again. It is 25 Aug 2022 today - almost a month after my initial complaint, & we are sitting with a broken gas heater (which we have paid for), a cold house & a really bad taste in our mouths after dealing with Alva Lifestyle Retail. Do not purchase their products! It might be broken. And they will not respond to your complaints or give you the service you need. We will start a legal process if they still don't respond (& sort out our issue) after this complaint.