Direct Fireplaces Reviews

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

4.4 Rating 729 Reviews

83 %

of reviewers recommend Direct Fireplaces

4.4

Based on 729 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

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

“Great customer service very Helpful would absolutely recommend to others AAA+”

Helpful Report

Posted 6 months ago

“Hello - operationally, the fire is first class. The remote is excellent with 3 visible buttons for the important functions. The other more advanced functions are cleverly hidden below a sliding cover. 2 small drawbacks:- 1. logs do not look like logs when the fire is off - they are pure white and remind me of a broken up skeleton !! 2. Magnets that retain the front facias - as they are black (same colour as fire) it was only luck that we found them located behind the fire. Surely it would be better to locate them in the white cardboard box where all the other loose items are located.”

Helpful Report

Posted 7 months ago

Hi Douglas, Thanks for your review. We're pleased to hear that you've been impressed with the functionality of your new fire and that you're pleased with the order overall. It's a shame to hear that you had a couple of issues with the fire. We always strive to offer the best possible products and service so we're grateful for the feedback. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 7 months ago

“Happy enough with purchase, however one fireplace had been previously fitted as there were minor dents in the suround and the screws for the feet were missing. Overall I am pleased, but quality control needs a look at.”

Helpful Report

Posted 7 months ago

Hi Anthony, Thanks for your review. It's good to hear that you're pleased with the order overall, but we're sorry that you aren't 100% satisfied with the item received. We will be sure to pass on your comments to the team so that we can do better in future. Regardless, thanks again for the feedback and please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 7 months ago

“Love this beautiful fire fits perfect in my lounge only one complaint is the remote control for the fire doesn't work, still waiting to hear from the fire company”

Helpful Report

Posted 9 months ago

Hi Jane, Thanks very much for your feedback. It's good to hear that you've been impressed with the fire received. I can see from notes on your order that our customer service team has been in contact with the supplier to resolve this issue ASAP. Regardless, please accept our apologies for the inconvenience and do let us know if we can offer any more help or advice in the meantime. Kind regards, Direct Stoves & Fireplaces

Posted 9 months ago

“I found the product I was looking for on the website and completing the order was straight forward and quickly acknowledged. The product was dispatched but unfortunately seemed to be delayed with the carrier who failed to alert either us or Direct Fireplaces of the problem. When it did arrive one box was quite badly damaged. In the other box the contents (nicluding a glass fire front) had come loose in the packaging. It was a wonder no damage had been caused to the actual contents.”

Helpful Report

Posted 10 months ago

Hi Clive, Thanks for your review. We're sorry to hear of your experience with our delivery partner. This said, we appreciate your having taken the time to leave feedback so that we can continue to make improvements to our services. It's also great to hear that the ordering process was straightforward and we trust that you're happy with the fire received. If there's anything else that we can do to assist then please don't hesitate to give our customer service team a call, Kind regards, Direct Stoves & Fireplaces

Posted 9 months ago

“Easy to order online. The product arrived within time. It was missing a damper plate. However, customer services were great - keeping in touch, contacting the supplier and damper plate arrived in the post. So good all round”

Helpful Report

Posted 1 year ago

Hi, Thanks for your kind feedback. We were sorry to hear of the part that was missing upon receipt of the order, but it's great to hear that our customer service team managed to get this resolved quickly. If we can offer any further assistance then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The fireplaces are excellent. I had a problem with the electric fire: I was sent a gas fire. The electric fire I had an insert which I didn’t need. I decided to send it back and bought one locally.”

Helpful Report

Posted 1 year ago

Hi John, Thanks for your review. We were sorry to hear that you ultimately wished to return your order, but appreciate that you'd experienced difficulty in finding a fireplace that was right for your needs. It's gratifying to receive such positive feedback regarding the quality of our products regardless. In the event that we can offer recommendations or advice in future then please don't hesitate to get in touch with the sales team, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Would be of benefit if we were aware that we ours have to unpack the crate and carry the fireplace into the house, I was home alone and had a real struggle to unpack and carry the very heavy marble into my house, also no instructions on fitting”

Helpful Report

Posted 1 year ago

Hi Tracey, Thank you for taking the time to provide feedback. We're sorry to hear of the issues experienced with your delivery. As part of the free one-man service that we offer, the driver should transport the pallet as close to the property as is safe and feasible, providing level ground with no steep slopes or gravel driveways. We do advise under the delivery information on our product listing that a two-man delivery service is available at additional cost (this meaning that our shipping partners can transport goods into a room of your choosing) and ask that customers contact us directly if this would be of interest. It is always advisable to have an expert fitter to hand in assembling marble or limestone fireplaces, due to the nature and weight of components. This said, we would encourage you to get in touch with our customer service team if you do need any advice or assistance in terms of installation. We hope that this information helps, and would like to thank you once again for your feedback. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Not yet installed but arrived speedily thank you”

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Posted 1 year ago

“I like the product but I think the instructions for assembly should be looked at. Illustrations would have helped. I had not been able to actually see the product ‘in the flesh’ and nearly threw away the orange dome!”

Helpful Report

Posted 1 year ago

Hi, Thank you for your feedback. We're pleased to hear that you've been impressed by the fire overall. We are however sorry that you weren't entirely satisfied with the assembly instructions received. These will have been supplied by the manufacturer for the fire, but we will take your review on board as a matter of reference. If we can assist with this or with any future orders then please do get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The actual products we have bought are of good quality and would recommend. However, the delivery system is not good. The courier bought the granite slab for back of fireplace on a pallet. There was another large sheet of board nailed to top of pallet with the granite slab attached. The driver said it weighed 80kgms. He left it on drive and said was not allowed in our property. We are a couple in our late 60’s and we’re unable to move it. We had to ask for help from neighbours and were left with the pallet and board to cut in half and take to tip. I think this is shocking service and needs to be looked at urgently.”

Helpful Report

Posted 1 year ago

“Huge range of inset flame effect fires, difficult to choose which one. Delivery direct from manufacturer was quicker than expected, very pleased now fire is installed and working.”

Helpful Report

Posted 1 year ago

“The hearth is lovely. Communication with company could be a little better hence 4 *”

Helpful Report

Posted 1 year ago

“I am pleased with the hearth but when it was delivered it was left on my doorstep on a huge pallet with the hearth nailed to this inside half a pallet. I was told by the delivery driver that he was not able to enter my house and we would have to bring it in ourselves and then dispose of the pallets. I cannot understand why they are not able to enter the house with a mask and put the goods where you want them. We are both late 60’s and we struggled to bring the hearth inside and also why they couldn’t take the pallets away. I think this really needs to be addressed.”

Helpful Report

Posted 1 year ago

“Helpful and friendly staff, the fire was delivered when expected, well packaged. Really happy with the quality and finish of the fire too.”

Helpful Report

Posted 1 year ago

“The order process was great and they let you pick a delivery date which b&q didn't so glad I went with them. Only snag was they don't bring the item into your house but leave it outside on a pallet and it's delivered in pieces not assebled. Luckily I have a partner and between us we were able to carry the pieces in and he's pretty handy so will be able to put together. Other than that v pleased with it! Hope its going to look nice when installed.”

Helpful Report

Posted 1 year ago

“Was given incorrect information when I rang to ask if surround was flush-fitting, it wasn't it had a rebate. The size of the fireplace hearth was stated as 50mm thick it wasn't it was 68 mm thick. this caused delays in fitting.”

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Posted 2 years ago

“Good looking fire but disappointed that there is no flame movement”

Helpful Report

Posted 2 years ago

Hi Peter, thank you for taking the time to review and we are thrilled with the 4* you gave us. Regards, The Direct Fireplaces Team

Posted 2 years ago

“Fire we bought very happy with it Came in quick 5 days Sales person (lucy) VERY helpful”

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Posted 2 years ago

“First class service placed my order on Monday gas fire arrived two days after so very pleased”

Helpful Report

Posted 2 years ago

Direct Fireplaces is rated 4.4 based on 729 reviews