Direct Fireplaces Reviews

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

4.4 Rating 978 Reviews

85 %

of reviewers recommend Direct Fireplaces

4.4

Based on 978 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 1st February 2026

MR AND MRS PAUL GORYL

Direct Fireplaces 5 star review on 15th March 2025

David Smith

139

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was very disappointed with the delivery leadtime. I specifically asked the sales person about it and he said no more than 2 weeks at the moment. It was closer to 5 weeks. I rang customer services many times chasing delivery, which had apparently gone missing on route to them or lost in their warehouse, and was not happy that they didn’t call back when they said they would.”

Helpful Report

Posted 2 years ago

Hi Tracy, Thanks for your review. We were sorry to hear of the issue experienced with this order. The lead time for this particular model would have been accurate at the time of ordering, and as advised by the sales team. While infrequent, there can sometimes be issues on the part of our supplier and/or the delivery courier which may cause delay, as appears to have been the case in this instance. We can see from the notes on this order that our customer service team worked to resolve the matter as quickly as they could, once made aware of the issue. Regardless, we appreciate your constructive feedback regarding our services and would like to apologise again for any inconvenience. Please do let us know if we can advise further, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“The fire I ordered, turned up, damage, ordered another one turned up damaged in the end. I cancelled the order. I wasn't overimpressed it was very flimsy, not the best quality.”

Helpful Report

Posted 2 years ago

Hi Carol, Thank you for your review. We were sorry to hear of the issue with the fires received. It is worth saying that the model chosen is one of our most affordable and that the overall build quality will often scale with price, more budget designs often being made to a price point. This isn't to dismiss the problems experienced in your case, and we can only apologise that, despite our having liaised with the supplier in order to source a suitable replacement, they were unable to assist on this occasion. We can see that our customer service team arranged a collection for the replacement fire on the same day that we were made aware of the complaint, and that a full refund was processed the following day. In the event that we can offer any further advice or assistance, please don't hesitate to get in touch again. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“The main reason I haven't given 5 stars, and, maybe it deserves them, but not having glass over the front means the rocks and logs are free to be moved or touched. This fire is not suitable for a home with children or pets that may and probably will pick them up, very dangerous. I am now having to glass glue amounts of the rocks together to make them safer and not small enough to swallow. Only have a dog but this would be too tempting. ALso need to check if the red light stays on in the centre when plugged in but not on ?”

Helpful Report

Posted 2 years ago

Hi Jane, Thanks for your review. We’re sorry that you're not 100% satisfied with the fire received. The electric fire which was purchased is listed as an open fronted as opposed to glass fronted fire on our website; this information is provided so that customers can make informed decisions before purchasing, in terms of suitability for their homes. We appreciate your feedback regardless. If you happen to need any further advice or assistance regarding this order then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Long delivery time and no mention on website that the fireplace comes in several pieces, forklifted off a lorry in a crate. Needs a fitter once purchased at a cost of several hundred pounds.”

Helpful Report

Posted 2 years ago

Hi Jo, Thank you for your feedback. We were sorry to hear of the issue experienced with this order. Due to the size and weight of the granite, marble and limestone fireplace surrounds on our website, these are not generally dispatched as fully assembled units. To do so would be to risk significant damage to the surrounds in transit. We can see that we have previously been contacted for assistance in terms of installation and that one of our colleagues has sent through some instructions to help in putting the fireplace together. With the understanding that it is often easier to have an experienced fitter handle installation, we have also offered to coordinate with our service and installation team in the event that you need any further recommendations in this regard. This said, we’re sorry to hear that we didn’t meet expectations in terms of the level of service that we aim for at Direct Fireplaces. Again, please do let us know if there's anything further that we can do to help. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Unable to comment as still awaiting delivery of my fire place”

Helpful Report

Posted 3 years ago

“The fire place is great, no instructions to fit or details of the fire place out put for the HETAS certification so it had to be searched by the guy who installed for me. Cost was reasonable and delivery was straight forward. The only down side was that I had to have it delivered to my mothers as I was away working and the delivery guy was really in-helpful lifted the pallet of with a heavy cast iron fire place on it and would only drop off at the top of the drive he wouldn’t wheel it 5m into a secure garage which left my 75 year old mother worried about it being stolen until I got back…. I think this is terrible service and the guy was just rude… shame really a little bit of customer service goes a long way… the delivery process does need a review the fire places should be made secure unwrapped and checked for damage prior to them leaving, as I’m sure the customer will get the blame for the damage not good….. you need to look at this”

Helpful Report

Posted 3 years ago

Hi Jason, Thank you taking the time to leave a review. It's great that you're been as impressed as you are by the fireplace received. I am however sorry to hear of the issues experienced in terms of delivery. Unfortunately, drivers are generally only be able to leave the item at the first available point of access to the property, as per their contracts with our delivery partners. The strict delivery routes to which drivers work also mean that they are limited insofar as how long they can stay at each property. This said, we do of course take any constructive criticism seriously and would again apologise on our supplier's and our courier's behalf for any inconvenience. In the event that you do need any other advice or assistance, we would recommend contacting 0161 516 2955 option 2 or emailing dispatch@direct-fireplaces.com. Thanks again for your feedback. Kind regards, Jack Direct Stoves & Fireplaces

Posted 3 years ago

“It would not have been possible to deliver the fire if someone in the house was not able to help lift the pallet off the road also I don’t see why the customer has to keep the wooden pallet which does not fit through the door”

Helpful Report

Posted 3 years ago

“When unpacked the hearth was missing”

Helpful Report

Posted 3 years ago

“The item came before the date arranged and was left on the drive way. I love the fireplace butt disappointed in delivery”

Helpful Report

Posted 3 years ago

“Fair, OK, average”

Helpful Report

Posted 3 years ago

“Went here for the finance..They were very helpful and knowledgeable.. ordered a fire surround and a few days later ordered a fire..but customer service is very poor as after 3 phone conversations as to whether the fire was being delivered with the fire surround as I had no contract for the fire or paid any deposit I was sent the contract for the fire surround which I wasn't enquiring about and already had. Then to be told the fire was coming but after the 1st August to then get a text saying its all being delivered on the 25th without my confirmation this date was ok to which I phoned customer services to say nobody would be In and to change it to Wednesday. Today while I was at work it arrived some of it not even wrapped up and made my daughter miss her vets appointment.. They propped the main part against the trampoline in the playroom using my granddaughters books to prop it up..not impressed at all with the whole event from start to finish..still not received any finance paperwork that was supposed to have been sent last week regarding the fire and I'll have to go back to the shop to find out why the fire surround has holes drilled for downlights when I'm not having any and plastic caps that will look tacky to put in where I would expect it to be just marble...I also can't log in to my account as it seems I already have a password that I didn't make but it wants..also just received a text saying it's getting delivered tomorrow after it's already been delivered..absolutely fed up”

Helpful Report

Posted 3 years ago

“Fire surround and fireplace themselves were as described and look very good, no doubt about that, however one of the coals was missing and the other 6 provided were really poor quality and not fully painted (see picture). I had to pay £24 to get a replacement set. Not a huge amount but should not have been necessary.”

Helpful Report

Posted 3 years ago

“The first fireplace which was delivered was damaged and caused me alot of stress as my fitters were booked in. After emailing and sending photo evidence another replacement fireplace was sent out in good time. However, this did mean reorganising, fitting, decorators etc. So was not ideal, hence the lower score.”

Helpful Report

Posted 3 years ago

“I did not make a purchase. A member of your Sales Team incorrectly inserted my details rather than that of the actual Buyer. I was told this person should have contacted me to apologise after I pointed out the error. No telephone call was received. Poor customer service.”

Helpful Report

Posted 3 years ago

“The hearth arrived with lightening speed, 48hrs after ordering, despite being given a date three days later. The problem was that there is a black fleck within the cream 'marble' which cannot be removed. There are also a couple of small areas where the surface is pitted, rather than smooth. I’ve sent a picture of the fleck but it’s impossible to photograph the pitting. I need the hearth and hadn’t time to return it.”

Helpful Report

Posted 3 years ago

“Instructions and screws were missing when package was opened.Happy with the product.j”

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Posted 4 years ago

“I haven't received my goods yet so can't comment.”

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Posted 4 years ago

“Nice looking fire, but the fan is very noisy. As long as you don’t mind turning up the volume on the TV. Personally I would buy a more expensive one.”

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Posted 4 years ago

“I have been pleased with Direct Fireplaces communications on expected delivery date ( no time given) , which has been helpful, however, when the fireplace arrived it came in a crate weighing 350Kg delivery driver offloaded and left in the middle of the pavement in the pouring rain. With not having a timed delivery I couldn't arrange for assistance, so I had to move the entire contents of the crate myself as couldn't leave the pavement blocked. With being in the construction industry myself, I would expect there to be a specification sheet, that would at least give a list of contents in the crate, also the correct material to be used when erecting the fireplace. Even if I was getting a specialist to erect I would want to check they are using the correct materials. Sometimes it's the simplest things that can change a 3* performance to 5*”

Helpful Report

Posted 4 years ago

“The fire arrived as scheduled and looks to be good quality with the exception of the mantel which has a section that has been missed by the finished coat. The aftersales team have been very helpful with the questions I had and I hope they will be as proactive regards the issue with the mantel.”

Helpful Report

Posted 4 years ago

Direct Fireplaces is rated 4.4 based on 978 reviews