Name: Direct Fireplaces
Address: 137 Wellington Road North, 137 Wellington Road North, Stockport
Rating: 4.37

“The information give on the web page was excellent, and delivery was prompt. We had to call customer service for a minor problem, our problem was dealt with by a very helpful and friendly member of staff. Very satisfied”

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Posted 3 months ago

“An excellent company to deal with. Delivery was excellent and on time. Great product. Sales team staff were very helpful and pleasant to deal with.”

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Posted 3 months ago

Hi Martin, Thanks again for your order and for your very kind review. It's great to hear that you're impressed with the new fireplace. We'll let both our sales team and our delivery partner know to keep up the good work! Please don't hesitate to let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“Very please with the fire . And it arrived when they said.”

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Posted 3 months ago

“Ordered a fire from Direct Fireplaces on the 22nd November with a 3 - 4 week Delivery time today is the 22nd January still no Confirmation of Delivery. The excuses change each time I contact them for an update. Sales team where fantastic After sales absolutely shocking.Sorry can’t leave a review on the fireplace as I am still waiting for it”

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Posted 3 months ago

Hi Julie, Thank you for your review. We were sorry to hear of the delay in receiving your order and can only apologise for the inconvenience. As per previous discussion with our Dispatch team, the manufacturer has experienced unforeseen delays during production which have meant an extended lead time. We will continue to provide updates regarding the lead time as and when we receive any further information from our supplier. If you need any advice or assistance in the meantime then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“Visited fairways fireplaces Bromsgrove and was happy with the advice given. I purchased a fire suite the delivery guys were great delivering to my first floor flat. I am very happy with the fire that I have chosen”

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Posted 3 months ago

Hi Martyn, Thank you again for your order, and for your review. It's great to hear that you've been impressed with the service received via our Bromsgrove showroom and that you're happy with the fire received. If we can offer any other advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“We are very pleased with the fire and the two engineers who fitted the fire”

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Posted 3 months ago

Hi Sam, Thanks again for your order, and for your review. We're glad to hear that you were so pleased with the fire received, and that our fitting team was able to arrange installation for you as well. Please do let us know if we can offer any other advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“Having our new fire and fireplace installed by Direct Fireplaces was a bitter-sweet customer experience. Having explained the sort of fire and fireplace we had before the installation of the new, we were told on three separate occasions that the level of disruption would be 'minimal'. Nothing could've been further from the reality. Although the fitter - Tony Forbes - did a great job of the final installation, there was extensive drilling over a period of several hours, creating a huge amount of brickdust throughout the lounge, hallway, staircase and upstairs landing. We were shocked and angry at the levels of choking dust which was all pervading. We had taken what we thought was purely precautionary levels of placing sheets over electrical items and furniture, in the belief there would be only 'minimal' disruption. In the wake of what was ultimately a very good and professional installation, we spent literally hours cleaning up. When I challenged Direct Fireplaces on their assertion of 'minimal' levels of dust and disruption, they asked if a pre-installation survey and photos had been undertaken. This had not been done and Direct Fireplaces admitted this was their oversight. They had been negligent in not doing so and - as a result of our bad experience - the company said they would instigate changes in their processes to ensure pre-installations surveys were integral to any future work. This was of little consolation to us. To rub salt into the wound, the people from whom we'd bought the fire - Fairways in Bromsgrove - supplied incorrect internal settings for the fire. The cost of the installation was £445. Direct Fireplaces was only prepared to refund £50 for all of their mistakes - a barely acceptable sum. The remaining £395 was payable directly to the installation contractor - Tony. At no stage had we been told this. Had we wanted to withhold partial payment it would've been penalising Tony and we didn't think it was fair to do so. As stated, elements of the installation process were unacceptable, but once started, there was no going back. We bear no animosity to Tony, but we hold Direct Fireplaces responsible for wholly inadequate guidance, a lack of due diligence and an unprofessional approach. I don't know where this review goes - if it is purely for internal purposes or online scrutiny - but it should act as a warning to other potential customers.”

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Posted 3 months ago

Hi David, Thank you for your review. We were sorry to hear of the issues experienced with this order. Our showroom teams advise as accurately as we can relating to installations; the suggested level of disruption to surroundings would be as per the best available information and based on prior experience. Unfortunately, while it is true that the removal of existing surrounds is generally not a very messy job comparatively speaking, in this instance the way in which the pre-existing hearth had been bedded down did mean that the fitter created more dust than anticipated in removing this. This is not something that our showroom team would have been able to foresee but we do appreciate the inconvenience to yourself that this caused. Similarly, the delivery of the incorrect fuel bed was as a result of a supplier picking error and this is something that our team worked to rectify as quickly as they could. As you will be aware, the manufacturer supplied us with a new fuel bed and we did offer this by way of a replacement, though you had advised that you were considering keeping the incorrect log bed. We work closely alongside our fitting team to try and address any problems and we're glad to hear that you were pleased with the installation overall, though we are sorry that you were not 100% satisfied with your experience in ordering with us. Please do let us know if you are still in need of any advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“My builder fitted the Celsius flamenco enchant wall mounted fire yesterday. I’ve not used it yet, but on first impression it looks really nice. Good size, bevelled front, different coloured flames. It arrived quite quickly. Pleased so far.”

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Posted 4 months ago

“So glad we went to Direct Fireplaces to order our new 16inch flame beam edge electric fire. I ordered it on the Monday before Xmas never expecting to get it before Xmas. I needn’t have worried as it was delivered on the Thursday before Xmas. First class service from everyone I spoke too. Can’t rate this company highly enough.”

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Posted 4 months ago

Hi Michael, Thanks for your review. It's good to hear that you were so impressed with the service received from Direct Fireplaces. We'll be sure to congratulate the team on a job well done. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Please be wary of the delivery times stated in the website. We ordered a surround for a customer to then find out it was a longer delivery estimate so we put our customer back. I was then in touch with Andy who informed us a date it would be in and we’d be able to get it delivered which we picked and then put the customer in (again) to then receive a call to say actually it would be later - again! Resorting in a further delay for the customer. I would unfortunately not order again through this company.”

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Posted 4 months ago

Hi Wayne, Thank you for your review. We were sorry to hear of the delays experienced with this order and for any inconvenience to yourself and the customer. While we work closely with our suppliers and delivery partners to fulfil orders in a timely manner, delays can and do occur at any stage in the process - especially towards the end of any given year when there is increased demand for heating appliances. Our Dispatch team will have endeavored to keep you as informed as possible whenever we received further information regarding delivery. This being said, we do appreciate your disappointment and would urge you to let us know if we can advise or assist in future. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“I have to say the order process and the website was really easy to use! What has really upset me was the delivery stated from 9am, I woke up at 7, went downstairs to find the fire had been dumped outside of my front door without knocking on the door or ringing the doorbell! I thought this was a poor representation of you and was incredibly poor customer service! Especially as it was pouring down and I had to get help earlier than expected to bring the fire in.”

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Posted 4 months ago

Hi Susan, Thank you for your review. We're glad to hear that you found the ordering process to be easy, though we're sorry to hear of the problem experienced with the delivery. Some of our suppliers work with their own delivery partners and while complaints of this nature are rare, we do appreciate the opportunity to feed back to our supplier regarding this. We hope that you're now enjoying the fire regardless. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Disappointed still waiting for the rest of the fireplace to be delivered! Was supposed to move into our new home for the new year but due to their lack of attention to my order this is now delayed!”

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Posted 4 months ago

Hi Ozmay, Thanks for your order and for your review. We were sorry to hear of the issue experienced with this order. As you will be aware, our supplier has acknowledged that the incorrect trim was sent for your fire as a result of human error. We do appreciate the inconvenience caused and can only apologise on their behalf for the delay, which will have been as a result of the time of year that this was reported, Christmas closures, etc. We can also see that our Dispatch team contacted you yesterday to provide an update regarding delivery of the new part. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Prompt and polite service”

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Posted 4 months ago

“Recently bought an Empire 2 electric fire from Direct Fireplaces and was very happy with the price, service and product.”

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Posted 4 months ago

Hi Mick, Thanks for your review. It's great to hear that you've been impressed with the product and service received from Direct Fireplaces. The Empire 2 Electric Wall Mounted Fireplace Suite comes highly recommended for its attractive, contemporary design and competitive price, so it's gratifying that you're as happy as you are with this model. Please don't hesitate to get in touch if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Brilliant service. Thank you - fire is now installed and extremely pleased with the end product”

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Posted 4 months ago

“Fantastic quality product excellent finish. Brilliant service. Fitters polite well mannered and very professional highly recommended company..”

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Posted 4 months ago

“I was let down twice on delivery dates and several phone calls were not returned”

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Posted 4 months ago

Hi Stephen, Thank you for your review. We were sorry to hear of the issues experienced with this order. We can see that there was a delay on the part of our supplier which resulted in subsequent delays to the expected delivery date. Any dates provided by our Dispatch team will have been based on the best available information from the supplier and we can only apologise on the behalf of said supplier and our delivery partner for any inconvenience. We do make every effort to respond to customer queries in a timely manner, though response times can sometimes be extended towards the end of any given year because of the demand for heating appliances and our services. This said, we are sorry that you haven't been 100% satisfied with your experience in ordering with us, and we do understand the potential frustration. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Website says 3 to 5 working days for delivery ordered 12th December still have not received it says it's out of stock so I don't know when it will come am going to ask for my money back if not received by the.end of next week.”

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Posted 4 months ago

Hi Julie, Thanks for your review. We were sorry to hear of the delay in receipt of your order. We can see that our team has previously chased this with the supplier on your behalf, and that we advised on the 21/12/23 that delivery would be in the new year. If you are in need of an urgent update regarding delivery of the fire in question, we'd urge you to contact our Dispatch team and we'll be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“My first choice of fireplace was out of stock and then so was my second choice. I have to wait until hopefully sometime in January for my second choice to be in stock and delivered. It was ordered in November as my gas fire became faulty in October and I feel let down with the length of time to wait for a new fire.”

Helpful Report

Posted 4 months ago

Hi Patricia, Thank you for your review. We were sorry to hear of the delay experienced with this order. We can see that this was placed with us on the 11/12/23, and that we were subsequently advised by the supplier that they had experienced an unforeseen manufacturing delay which then indicated likely delivery in early January 2024. Our Dispatch team makes every effort to keep customers informed regarding expected lead times, and can only apologise for the short notice nature of this particular delay. If we can offer any further advice or assistance between now and delivery, please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“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”

Helpful Report

Posted 4 months ago


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 Reviews