Direct Fireplaces Reviews

Name: Direct Fireplaces
Address: 137 Wellington Road North, 137 Wellington Road North, Stockport
Rating: 4.36

4.4 Rating 723 Reviews

83 %

of reviewers recommend Direct Fireplaces

4.4

Based on 723 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	Greater than 88%
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 20th March 2024

116

Anonymous

Anonymous // 01/01/2019

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“Poor service, delivery times on website were inaccurate and quoted 2 weeks and they needed chasing constantly and even then it took 9 weeks to arrive …”

Helpful Report

Posted 3 days ago

Hi Jonathan, Thank you for your order and for your review. We are sorry for the delay in receipt of this order and for any inconvenience. The estimated lead times on the website are generally accurate to our supplier's projections, though in this instance the manufacturer appears to have suffered unexpected delays. It is always our aim to keep customers as informed as possible and we can only apologise for any disappointment on this occasion. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 day ago

“We purchased a remote control, coal effect gas fire in March 2024. We had a disagreement over the delivery and installation date but this was resolved to our satisfaction. The fire is working perfectly and we are absolutely delighted with it.”

Helpful Report

Posted 5 days ago

Hi Steven, Thank you for your review. We are sorry for any inconvenience relating to the delivery and installation, but it's good to hear that our team was helpful in getting this resolved and that you're delighted with the final result. If we can offer any other advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 5 days ago

“Really helpful advice in the showroom, a quick and easy booking of an initial survey and then a very efficient and professional team to fit the fireplace. We are totally happy with our experience.”

Helpful Report

Posted 1 week ago

Hi, Thanks very much for your order and for your kind review. It's great to hear that our showroom team was so helpful and that you were impressed with survey and installation process. If we can assist further with any current or future orders, please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 6 days ago

“Ordered our Gazco fire knowing there would be a delay on delivery. We were kept informed at every step until the fire was dispatched. Some back panels were slightly damaged on arrival. Direct Fireplaces immediately set the replacement process in motion and again, kept us informed about delivery. Staff were always very helpful and apologetic for the delay, which was a manufacturer's issue not their's. They were helpful, professional and very approachable throughout. Very happy to recommend them.”

Helpful Report

Posted 1 week ago

Hi Dorothy, Thank you for your order and for your review. We were sorry to hear of the issue experienced with this order, but we're glad that our team was able to get this resolved as quickly as they could. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 week ago

“Very pleased with our fire, the advice, service and delivery were excellent. Thank you.”

Helpful Report

Posted 1 week ago

“I saw the Elgin & Hall Pryzm Impero fire online but when I went to the showroom they didn't have one for me to see. After a few days I rang to order one unseen, the gentleman I spoke to was brilliant and gave me lot's of information. The fire is gorgeous and everyone that sees it loves it.”

Helpful Report

Posted 1 week ago

Hi Danuta, Thanks for your review. It's great to hear that the showroom sales team was so helpful in terms of your order. Unfortunately, we offer such a large and diverse range of gas, electric and solid fuel appliances that we are unable to display every available model in each of our showrooms. We are sorry for any inconvenience or disappointment, but we do appreciate your kind words regarding the Pryzm Impero and the service received. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 week ago

“Lack of communication was an issue for me!!! It was several weeks after paying for my new fire that. It was fitted. The lady who sold me the fire was great, the man who fitted the fire couldn't have been nicer!!!! But not knowing when the fire would be delivered and then waiting for fitting was not great. Sorry!!!!!”

Helpful Report

Posted 2 weeks ago

Hi Carolyn, Thanks very much for your order and for your review. It's good to hear that you found our Sales team to be so helpful, and that you were impressed with the fitting via Direct Heating Services. This being said, we are sorry for any confusion regarding delivery. As you will be aware, it took longer than anticipated for the electric inset fire to be received into stock from our supplier which is why there was a delay to the installation. We do always aim to keep customers as informed as we can, and can only apologise for any inconvenience on this particular occasion. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 week ago

“Excellent service from beginning to end.”

Helpful Report

Posted 2 weeks ago

“Fireplace took longer to deliver than I was told when purchasing it …. When it finally arrived by Palletline the delivery man had a terrible attitude and stood there and watched me struggle to drag the very heavy box up my path….. Once opened it was fine but the built in lighting was very tacky and cheap ..Thankfully it’s run by a separate plug to the fire itself so I’ve left that unplugged….. Once switched on the fire was quite noisy as one of the discs within that creates movement over an orange bulb was catching and clanking.. It has since stopped making the awful noise but now the orang bulb doesn’t seem to be working anymore so the bed of the fire is half orange and half yellow…. I haven’t complained as I can’t imagine how long it will take to replace it as the company don’t appear to have any sense of urgency with their customers orders so I have decided to just live with it”

Helpful Report

Posted 2 weeks ago

Hi Caroline, Thank you for your review. We were sorry to hear of the issues experienced with your order. It does appear that the goods took longer than anticipated to arrive into our warehouse from the supplier, for which we can only apologise. Regarding the delivery itself, and as per the information on our website, the free one-man delivery service is curbside and drivers are only able to transport palletised goods as far as the closest safe access point to the doorstep of the property. We do appreciate your feedback regarding our delivery partner and we're sorry for any inconvenience. In terms of any outstanding problems, and should you require our assistance, we would urge you to email our customer service team via customerservice@direct-fireplaces.com. We would ask that you include your order number and any supporting images and/or video that you can provide. Our team will be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 1 week ago

“Staff, showroom and sales very informative and efficient. Brilliant. I'm enjoying my hole in the wall fire - better than watching television!”

Helpful Report

Posted 2 weeks ago

Hi, Thanks again for your order and for your kind review. It's great to hear that you were so impressed with the service received in-store and that you've been enjoying the new electric hole-in-the-wall fire. If we can offer any other advice or assistance regarding your order then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 weeks ago

“The service received from ordering the fire to having it fitted was excellent. Matt and Tom who came to install the fire were very pleasant and helpful. Explained how to operate the fire and its settings. They were very thorough very tidy. They also informed us of your service plan. Would recommend Direct Fireplaces to other peple.”

Helpful Report

Posted 2 weeks ago

Hi, Thanks very much for your order. It's good to hear that you were so pleased with the service received and with your installation. We always appreciate recommendations. If you need any further advice or assistance yourself then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 weeks ago

“Good customer service in store . However , had to chase up delivery after a month . Then when fireplace was delivered , the driver was annoyed that we couldn't help put the item in the house . During transport , fireplace was not placed in a box or protection of any kind! So there are massive scratches to the paintwork on the front now as a result”

Helpful Report

Posted 2 weeks ago

Hi Sameeha, Thank you for your review. We are sorry to hear of any issues. Looking at the details on the order, this was knowingly purchased as an ex-display media wall fire and so there should not have been the expectation that this would be received with the original packaging. Media wall units are constructed to encase the firebox and leave the trim and glass viewing area unobstructed to create a hole-in-wall fire effect. This being said, it's good to hear that you were pleased with the customer service received in-store and we are sorry for any inconvenience regarding the delivery. If there is anything else that we can do to assist then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 2 weeks ago

“Disappointed in the colour described as white but is more like cream/ beige”

Helpful Report

Posted 2 weeks ago

“Great selection & prices and very accomodating when we changed our order. Their fitter (Tony) was excellent and completed installation of new fireplace & fire in one day, working through until 7.50pm to finish. Would use them again if we had another fireplace!”

Helpful Report

Posted 3 weeks ago

Hi Gordon, Thanks very much for your kind review. It's great to hear that you were so impressed with our range and the service received. We'll also make sure to pass on your compliments to Tony and our fitting team! If we can offer any other advice or assistance regarding future orders then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 3 weeks ago

“A great service start to finish. Very helpful . Looking forward to having our fire and media wall fitted soon.”

Helpful Report

Posted 3 weeks ago

“Unfortunately returned but no quibble refund,hope to return later to make another purchase”

Helpful Report

Posted 4 weeks ago

“Love my fireplace. Quality and style is gorgeous. Very efficient delivery too.”

Helpful Report

Posted 4 weeks ago

“A very good experience throughout. Helpful well informed showroom team when we visited and in particular a highly skilled and experienced installer who dealt with the extraordinary demands of our particular job cheerily and with good grace leading to a perfect result.”

Helpful Report

Posted 4 weeks ago

Hi Bob, Thank you very much for your kind review. It's great to hear that your experience in the showroom was so positive, and that you were so impressed with the installation. We'll be sure to pass on your compliments to both our sales and fitting teams. If we can offer any other advice or assistance then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 4 weeks ago

“Good service that kept us up to date with a delay in the delivery of the fire.”

Helpful Report

Posted 4 weeks ago

“I can’t speak of the fire yet as have only received today so not installed However the delivery guys turned up on his own to deliver a 1800 fireplace weighing over 25kg. Luckily I had an electrician here who kindly helped him get it in the house. Had he not been here I would not have been able to help as have tennis elbow so can’t lift anything. I don’t expect to pay £2500 for a fire and have to provide labour to get it in the house. Also think that it is illegal for a single person to handle that weight”

Helpful Report

Posted 4 weeks ago

Hi Jane, Thanks again for your order and for your review. The standard delivery option would be free one-man delivery. As per our website: "The drivers are contracted to deliver the item to your property and must use a pallet truck to lift/move the goods, which are normally quite heavy and can be up to 1mtr wide (occasionally larger). If they cannot operate the pallet truck safely due to gravel/stone drives, steps, or slopes as examples they will only be able to leave the item at the first available access point. They will try to assist as best they can but can only stay at each property for a limited period. They cannot bring the goods inside your house and will leave the goods with you on the delivery pallet." For future reference, we do offer a two-man delivery option which would have meant that the fire could be transported into the property by the couriers. We hope that this information helps and can only apologise for any inconvenience. If we can offer any other advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 4 weeks ago

Direct Fireplaces is rated 4.4 based on 723 reviews