order no 1000046694. goods arrived Dec 14th , gas fitters opened the goods up to find the front ceramic pebble support broken and no magnets. Sent emails and photos to Direct Fireplaces expecting the parts to be sent as soon as possible. I rang several times asking to be contacted as to the date of delivery, email sent apologising but no date of delivery.We feel if the company had spoken directly to BFM, instead of sending emails we would have had the goods.After ringing sales with no result, I took it upon my self to ring BFM on Dec22 to be told nothing will be going out until the 2nd Jan.This left us with no heating over the Christmas period and the foreseeable future. They had 7 days to get my goods to no avail.This service is not acceptable and we are still in limbo, sonsequently I will now have an extra fee to pay the engineer. I have asked several times to speak to a manager with no result. This now will take over three weeks before i will get my goods. Is this good Customer Service?. If anybody in Direct Fireplaces is bothered to ring me. once again my number is 07746065260. Dave Harrel