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

“We did not like the way the driver would not help us indoors with the fireplace, but wished to leave it "Kerbside" therefore it had to be returned. We subsequently paid £75 for delivery, but the carriers would not take the fireplace out of the box, nor would they take away the packaging. At £75 we would have expected this service, particularly as we are a couple in our 80's and heavy lifting is quite challenging for us. The fireplace itself is fine, now we have managed to get help with unpacking it, but we would not recommend your company to anyone in view of the issues we have had with the delivery.”

Helpful Report

Posted 2 years ago

Hi Glenise, Thank you for your review. We're sorry to hear of the issue experienced with the delivery. We do advise in our online delivery information then the standard free delivery option is one-man, hence the necessity to deliver kerbside for safety reasons. As you will be aware, and having been made aware of a delivery issue, we subsequently offered the two-man delivery upgrade as an option to assist in getting the order into a room of your choosing. Unfortunately, it is at the courier's own discretion as to whether they will assist in unpackaging goods and this is neither a service that they advertise, nor something for which we can guarantee provision. In instances where you may have specific requirements for delivery, it is always best to run these by our team so that we can advise and potentially avoid any disappointment. This being said, we are always sorry to hear of any inconvenience and would encourage you to let us know if there's anything else with which we can assist. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I ordered a fire and the. Inset dimension was Wrong my husband had cut the plug off To wire into the spur then when we tried to fit it it was 15 Mm to big with no allowance for the power cable I rang a few times and was told they would get back to me and still. Have not heard anything I am really dissaponted with the service I have recieved or lack or service”

Helpful Report

Posted 2 years ago

Hi Janine, Thanks for your review. We were sorry to hear of the issue experienced with the fire in question. While this is thankfully very rare, our suppliers do sometimes change specifications for the fires without notice which can then lead to our website being out of date. This has been sent through to the web team to make amendments. Regarding the issue with the power cable, we're sure that you can appreciate that suppliers would generally be unable to accept returns where the fire has been damaged or modified. Our Customer Service team is currently looking into this matter to try and assist, and will endeavour to provide further information as soon as they can. If we can advise in the meantime then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“My fire place still haven’t been delivered and it’s ready for over 3 weeks . I paid £75 for 2 man delivery but getting dictated when I should be at home as they only deliver Tuesdays and Thursdays to my area apparently which is absolutely unacceptable ! I paid £1k for the fire place ,£75 for delivery but no body cares. Company’s like yours seems like think that peoples money grows on the trees ! The worse service ever experienced !!!”

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Posted 2 years ago

Hi Sandra, Thanks for your review. We were sorry to hear of the issues experienced with the delivery. We can see that our two-man courier had provided options for delivery dates but given the very high demand for this service at present, they are not always able to book in for your first choice of date if drivers are all already occupied. We do appreciate that this may be an inconvenience and we're sorry that this has meant delay to receipt of your order. If we can offer any further advice or assistance then please don't hesitate to get in touch with our Dispatch team. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Was delivered broken then none in stock just refunded my money. No option to wait I even asked for a price to take it as it is and have it repaired they didn’t get back to me. Sorry guys really disappointed team are friendly”

Helpful Report

Posted 2 years ago

Hi Richard, Thank you for your review. We were sorry to hear of the damage to the item upon receipt. We always aim to deliver a 100% satisfactory experience to our customers and can only apologise that we fell short on this occasion. If you are still in need of any advice or assistance, please do let our customer service team know so that we can advise further. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“A complete disaster from start to finish. Terrible mistakes made repeatedly. Never again!”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We're sorry to hear that you weren't 100% satisfied with the order. We can see from the notes on our system that there were a few issues on the part of the supplier but appreciate the overall inconvenience and understand that this has now been resolved. If we can offer any further advice or assistance then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Order was made for two fireplaces. Took over a week to find out that only 1 was in stock, which came as a result of chasing several times. Repeated claims of 'will call you back' but never did. Eventually changed one of the fire places and constantly had to chase for a delivery date. These just arrived randomly on different days without any prior warning. Overall made over 18 calls, plus emails. Just hard work”

Helpful Report

Posted 2 years ago

Hi Ben, Thanks for your review. We were sorry to hear of the issues with this order and that you weren't 100% satisfied with your experience in ordering. Because of the current demand for fireplaces and heating appliances, we are experiencing a high number of queries at present and this can mean a longer than average response time. We can see that the sales team did get in touch as soon as they could, once informed by the supplier that they had fallen out of stock, but would still like to apologise on their behalf as well as our delivery partner's for any inconvenience and delay. In the event that we can offer any further advice or assistance, please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I will let you know when I can find a gas engineer to fit a flueless gas fire as I have not found one yet in East Sussex”

Helpful Report

Posted 2 years ago

Hi Graham, Thanks for your review. We're sorry to hear of the difficulty that you've faced in locating a gas engineer to fit the fire. As we're sure you can appreciate, we are purely the supplier for the fire in question and so can't guarantee the availability of flueless gas fitters local to individual customers. If you do need additional assistance in locating a fitter then we would perhaps recommend contacting Direct Heating Services via 0161 669 0697 or info@directheatingservices.com. Failing this, the Gas Safe Register is often a helpful resource for the same: https://www.gassaferegister.co.uk/ Please do let us know if we can advise further regarding your order, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“We have had no updates in regards to delivery which was 7 days from order 3 weeks ago. I've rang and still nothing thus the low rating.”

Helpful Report

Posted 2 years ago

Hi Amanda, Thank you for your feedback. We were sorry to hear that you have had a bad experience with our delivery partners. We understand how frustrating it is to wait for a delivery that doesn’t arrive when expected, and we are sorry that we did not meet said expectations this time. Looking at your order, we can see that our team contacted the delivery partner in question yesterday (31/5/23) and that they have subsequently been in contact with yourself to arrange shipping. This said, we appreciate your patience and if we can help further then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“The fire has not been delivered. No notification as to when a fire will be delivered”

Helpful Report

Posted 2 years ago

Hi Elizabeth, Thank you for your feedback. We are sorry to hear that you have yet to receive the fire in question. We understand how frustrating it is to wait for a delivery that doesn’t arrive as anticipated, and we are sorry that we did not meet your expectations this time. Our dispatch team has been asked to look into this matter for you and provide an update. If you need any further advice or assistance in the meantime, we'd urge you to contact us directly so that we can help as quickly and completely as possible. I hope that this helps and our thanks again for your order. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Unfortunately, I have awarded 1 star too many, but couldn't give a review without giving a star. Keep looking. Don't use this company. Unless you want endless problems. Bought a fire beginning of January, fault found on installation so couldn't be installed properly. Reported straight away. Can't get anyone to fix fault until June. The fire never worked. Wouldn't ignite. Not happy.”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with the fire upon receipt. We can see that our customer service team were contacted at the end of January to report the ignition problem. Unfortunately, despite our colleagues having escalated this issue through our supplier, the continued high demand for gas fires had limited availability on the part of their gas engineers. We had made every effort to expedite this process but the fact of the matter was that both the product fault and the delay in inspection and repair were complications on the supplier's end and largely outside of our control. Though we appreciate the great inconvenience, we can see that the customer service team eventually agreed to collection and a full refund so as to address the problem as best we could on our end, and to bring a resolution. This was of course no-one's preferred means of rectification but would have been to limit further inconvenience. This all having been said, we’re sorry that we didn’t deliver the 100% satisfactory experience that we strive for at Direct Fireplaces. We will take your feedback on board and would encourage you to let us know if we can offer any advice or assistance in future, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Not a very good fire I payed £899 you have to get on your knees to light it and it is just a ugly looking fire I would not recommended it to anyone as I am disabled I have to get someone to light it for me I was robbed and I am not very happy with it so don't buy one”

Helpful Report

Posted 3 years ago

Hi, Thanks for your feedback. We're sorry to hear that you're not 100% satisfied with the fire received, as we at Direct Fireplaces always strive to offer the best experience possible in ordering with us. We do list specifications for the fires available on our website which includes mention of the control method (manual, topslide control, remote, etc). In instances where there may be particular requirements and where we can assist in choosing the right fire for your needs, we would recommend contacting our trained sales team on 0161 376 4181. Regardless, thanks again for your feedback and please rest assured that your review will be taken on board. Kind regards, Direct Stoves & Fireplaces

Posted 3 years ago

“Poor service. Poor quality goods.”

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Posted 3 years ago

“I appreciate they are busy but every communication via telephone, when I could actually speak to someone even the MD left me feeling unhappy with the service. After speaking to sales and finding a product that suited and was in stock I paid more and then got an email advising that delivery would be 2 weeks away. Requested a refund and finally had to contact PayPal to resolve. Sort out your customer service and listen to customers genuinely.”

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Posted 3 years ago

“On your website the Celsi Rapture was (and still is as I have just checked) rated as .9Kw/1.8Kw. The fire you have supplied says .75Kw/1.5Kw. Pretty disappointing as I was looking for about 2Kw but when I read spec thought OK 1.8 should be alright. I rang up to complain but only got your messaging service. The lady answering obviously could not help but promised it would be passed on and I would receive a reply. A long time ago now and I have heard nothing. So much for customer service. The fire itself is quite nice but the remote is a nightmare. Am using the buttons on the side which is much simpler. All in all a bad experience. Decided to keep it. God knows what I would have to go through to get a refund!!”

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Posted 3 years ago

“The fireplace had a chip when we received it. I rang Customer Service to report it and was told one of the team would be in contact with me and that they would either change the part that was chipped or replace the fireplace. That was two weeks ago and I've heard nothing. There was no instructions on how to fit the fireplace.”

Helpful Report

Posted 3 years ago

“Unfortunately, although the product looks fantastic on the website, I am yet to experience what it actually looks like. I would like to clarify this review. I had to rearrange the delivery due personal reasons. This was communicated directly to the courier company. I have then left several messages with Direct Fireplaces messaging service, none of which were responded to. It was only when I sent an email saying I would cancel the order, and chargeback the cost that I was then called and the delivery was rearranged. That delivery did not turn up on the promised day, and no communication was received either from the courier, or the company. I again asked what was going on and was told they would look into it. As yet, 48 hours later, I have had no further communication regarding my order. I have however received an email asking me to rate their service. Unfortunately, I feel compelled to write a review based solely on the poor customer service, rather than the actual product.”

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Posted 3 years ago

“Still not received installation pack or instructions”

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Posted 3 years ago

“Sent these awful unprofessional people 2 emails as requested so I could cancel my undelivered fireplace. It’s now 3 weeks later and I’ve still not been refunded. I’ve had to open a PayPal claim to get my money returned and still they try and ignore the PayPal claim. My advice from dealing with these unprofessional people is don’t. Buy from elsewhere”

Helpful Report

Posted 3 years ago

“Was told they could not fulfill my order over a week ago asked for alternative recommendations but despite 4 emails and two phone calls I have not heard a word from the company regarding refunding my money. I have seen fires suitable for my needs on their website but noone has bothered to contact me”

Helpful Report

Posted 3 years ago

“WRITE A REVIEW! 2 weeks on and I still have not received my fire. Very angry and frustrated. Claiming a refund. Can't order from anywhere else till I receive a refund.”

Helpful Report

Posted 3 years ago

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 Reviews