Direct Fireplaces Reviews

Name: Direct Fireplaces
Address: 137 Wellington Road North, 137 Wellington Road North, Stockport
Rating: 4.42

4.4 Rating 959 Reviews

85 %

of reviewers recommend Direct Fireplaces

4.4

Based on 959 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

Direct Fireplaces 5 star review on 21st September 2025

MR AND MRS PAUL GORYL

Direct Fireplaces 5 star review on 15th March 2025

David Smith

Laura

138

Anonymous

Anonymous // 01/01/2019

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“I have given this a poor rating due to the poor level of service received throughout. I ordered the fire on Monday 24/11/25 and was given a 3-5 working days delivery slot. I called your office on a number of occasions as were without heating at all. We were finally given a delivery date of Friday 28/11/25 but no specific time. We waited in all day but nothing arrived and no communication from the DX Express as the delivery company. I called everyday between 1-5 December 25 and on Tuesday 2/12/25 I was informed that they had attempted to deliver the fire on Saturday 29/11/25 but no one was home and a card was left. We were home all day on that day but we didn't hear anything or receive any card. I called your offices everyday from 1-5 December asking for a delivery and even tried to contact the DX Express. Their automated system offered me a delivery on 4/12/25 but nothing arrived and the same on Friday 5/12/25. I would note that your Customer Service Officer Claire Dickinson was polite throughout did try to help but was unable to contact DX Express to provide an update. A decision was therefore made to cancel my original order and a new fire was ordered on Friday 5/12/25 as DX Express were not responding at all and the package was recorded as left at their Leeds base. Strangely the original order was delivered on Saturday 6/12/25 and luckily we were in as there was no notification from DX Express. The packaging was quite damaged and I forwarded photos of this to your offices. The fire looks cosmetically fine but I will not know if there is any further damage until I can get this installed. As I have noted the overall rating is poor and I feel this could have been handled better.”

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Posted 9 hours ago

“Arrived well packaged, on time, exemplary service by Direct Fireplaces.”

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Posted 16 hours ago

“Excellent service”

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Posted 3 days ago

“Sales Team were brillant and very helpful. Everthing in the transaction went smoothly from purchasing to delivery. Would recommend buying from Direct fireplace in particular to those living outside mainland UK. Thanks.”

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Posted 5 days ago

“Exceptional service in the shop and even to the delivery”

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Posted 1 week ago

“Very efficient service”

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Posted 1 week ago

“Unfortunately we had to return the gas fire we purchased as wasn't suitable but fitters returned it to shop and refund was transferred to my account in no time I can really recommend I certainly will use again when I can sort out the problem good customer service”

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Posted 1 week ago

“service and delivery was excellent. Jack in particular was helpful”

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Posted 1 week ago

“Quick and efficient service. There was a problem with a part of the fire. Spoke to a gentleman in customer service, he was very polite and helpful. Everything was sorted out and received the part in a couple of days.”

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Posted 2 weeks ago

“Fire arrived quickly, love my new fire. shame about the delivery, left at wrong address 6 houses away, just left outside of there property in the rain. Not good for an electrical appliance.”

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Posted 2 weeks ago

“Good service and delivery -”

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Posted 3 weeks ago

“Received a faulty fire. Delivery was fast and the customer service was good. Replacement took over a week.”

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Posted 3 weeks ago

“absolutly perfect for what I wanted”

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Posted 4 weeks ago

“Smooth and professional all thw way. Very happy with purchase and installation!”

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Posted 4 weeks ago

“Fire surround delivered. Crack in surround, independant opinion it was crack. Company disputed and stated it was natural. So fitted fire surround. However, there are multiple dings and chips evident. Would not use them again and wouldnt recomend them. Oh and delivery was 3weeks late!”

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Posted 1 month ago

Hi Clive, Thank you for your review. We are sorry for any inconvenience relating to this order, as well as the delay in receiving the goods. This was purchased as a made-to-order Portuguese limestone fireplace and however rarely, delays can and do happen insofar as production and shipping. We can see that you contacted our customer service team with images of the surround in question following receipt of the goods. These were referred to a specialist who concluded that what had been reported was "a natural vein in the limestone, rather than a crack or fault. Limestone is a natural material and these lines occur naturally within the stone’s formation. They are part of its unique character and are not considered a defect. In this case, the line should ideally have been filled before leaving the factory, but it does not affect the strength or integrity of the surround. If you would like to make the line less visible, it can easily be filled using a fine-grade limestone filler or colour-matched stone repair compound". We always recommend checking over goods upon receipt and prior to assembly (as was of course the case with the marking in the surround) so that issues can be addressed as quickly and completely as possible. If you are able to send images of any imperfections to dispatch@direct-fireplaces.com along with your order details, our team would be happy to take a look and advise further, Kind regards, Direct Stoves & Fireplaces

Posted 1 month ago

“Great Company, and excellent delivery service. I would highly recommend Direct Fireplaces.....Thank you for an outstanding service”

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Posted 1 month ago

“Great service at the shop where we went through the range and differences. Delivered on the date and kept well informed, well packaged and awaiting installation by yours truly.”

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Posted 1 month ago

“Ordered a marble fire surround and an Electric fire, delivery said 3 - 4 weeks took 10 weeks. Customer service very poor, didnt return phone calls. When the fire surround did arrive it was dirty. Got sorted in the end, gave me £100 refund. Won't be ordering from Direct Fireplaces again.”

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Posted 1 month ago

Hi Lesley, We are sorry for any inconvenience or disappointment relating to this order. We can see that the fireplace took longer than expected to be received into stock and delivered. Because the item selected is a Portuguese stone, and while delays of this significance are thankfully rare, these are unfortunately more susceptible to shipping delays than comparable designs. As per notes on the order, we can see that our dispatch team provided updates from the manufacturer where possible and can only apologise for any delayed response. It is a very busy time of year for heating appliance sales which in some instances has meant longer-than-average response times. We can see that the £100 refund has indeed been processed in recognition of the issues reported upon delivery. If we can offer any further advice or assistance then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 2 weeks ago

“Lovely looking fireplace at a good price”

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Posted 1 month ago

“Pleasant, polite, courteous, knowledgeable sales staff. Easy purchase process. First class installation process from initial engagement & booking to completion by Tony.”

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Posted 1 month ago

Direct Fireplaces is rated 4.4 based on 959 reviews