Illusion Gas Log Fires & Ultimate Wood Heaters - Perth - Belmont, Western Australia

Zong C.

Purchased the Spectre 100 16/07/22, mostly happy with the unit does feel like is struggles to heat entire house of 130m2 requiring filling the entire box (alot of wood) to feel good effect, probably need the bigger unit. However this entire experience is tainted by the install. Taking them up on their recommended installer Wade was a big mistake. Very dodgy installer, at initial install left a mess, broken tiles on left on roof, grass, in ceiling space wasn't a good sign. Fell and broke additional tiles which he asked if I had spares and requested I ask my neighbors which I did with no luck, ended up on gumtree to source these myself which he did later switched out. So after initial install seemed all good, he did say when leaving if it leaks let him know which seemed odd to me. So it rained and I got into my roof space and low and behold it was leaking, it also started leaking down the flue all the way into the house. So three revisits later to fix the leak, many unanswered texts, phone calls, only way I actually had him get back to me after the 1st revisit was to call Illusions where magically he becomes responsive. Had to do this 4 times. Ask to put a formal complaint in about the installer where the response was that would be with installers company, this blokes a sole trader.. so cut my losses and got someone else to have a look. Got a professional to take a look and attached the pictures, very poor silicon work, huge gap in the flashing obvious ingress point.
The unit is now started to develop rust due to the water leakage, hopefully no long term damage to my house.
I talk to about four different people when calling up and the stance the entire time was it isn't their accountability it's the installers and saying this never happens. Reading the reviews I see others with the same issues with Wade.
There needs to be some responsibility if you recommended a dodgy installer to your customers.

Adam G.

Fantastic experience with team at Illusion Fires. We bought the Luminar 4000 and Matt, Franco and Cassandra were amazing to deal with.

Nothing was too much trouble and they provided excellent support from the initial purchase to helping answer my installation questions.

Highly recommended for your gas fire needs.

Hayley B.

Outstanding service and very professional. Illusion staff are genuinely interested in doing what is right for their customers

Danny W.

Great company to do business with. Frank is fantastic to deal with, he's open to negotiations and is always willing to do a deal. Also very friendly and courteous.
Wade the installer was also very nice to deal with, his workmanship was of high quality. I went up in the roof to check for leaks, as it was raining today, and everything was as expected with no leaks.
I highly recommend Frank and his team.

Amy B.

After several weeks researching gas fireplaces for our new build we visited the Illusion Belmont store yesterday. Firstly the service was fantastic! Have not had customer service like that for a while. Franco was honest, Knowledgeable and accommodating. Secondly being open before 11am on a Sunday was great. I can not recommend Franco and the team at Illusion enough! We can't wait to see the Luminar 4000 installed.

Kirstan M.

We needed a woodfire to get us through winter and found the team were great to work with! We had a minor issue with the product at first, but Franco and the team were very professional and resolved everything promptly. I highly recommend them as they have a great range, and you can have confidence that their products are backed by excellent support (in the unlikely event you need it). We have had a lovely toasty home on many of these cold evenings.

Chris #.

We don’t normally do online reviews, but these guys deserve one!
After a lot of research and comparisons with other suppliers what swung it for us was the friendly and knowledgeable service we got on the phone and instore. We had a number of quotes from other suppliers but the Illusion quote was very keen, so negotiating the deal was done.
Delivery of the unit up in the Perth Hills was remarkable, on time almost to the minute! The freight team Illusion use are a class act.
The fire (Illusion 3000, LPG) is in place. After living with it for a couple of months we are extremely happy with the outcome visually, output wise and the follow up customer service. We suggest that if you’re in the market for a heater Illusion should be at or, near the top of your list.

jim M.

Good people, great products and excellent value. Greg did a great job walking us through our options. We bought a great fire with a good deal. Best fire retailers in Perth.
Thanks so much
Jim & Julie