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Direct Fireplaces Reviews

4.4 Rating 727 Reviews

83 %

of reviewers recommend Direct Fireplaces

Company Reviews

Product Reviews

4.4

Based on 727 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

Direct Fireplaces 4 star review on 18th March 2024

Direct Fireplaces 5 star review on 16th March 2024

Direct Fireplaces 5 star review on 13th March 2024

Direct Fireplaces 5 star review on 21st February 2024

Direct Fireplaces 5 star review on 15th February 2024

Direct Fireplaces 5 star review on 27th January 2024

116

Anonymous

Anonymous // 01/01/2019

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“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.”

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.”

Posted 3 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.”

Posted 3 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 3 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.”

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 3 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.”

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!”

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 3 months ago

“Prompt and polite service”

Posted 4 months ago

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

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 3 months ago

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

Posted 4 months ago

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

Posted 4 months ago

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

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 3 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.”

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 3 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.”

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 3 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”

Posted 4 months ago

“I had great service from both the supplier and fitter of my new fire and I’m chuffed to bits with it! The fire looks lovely”

Direct Fireplaces 5 star review on 26th December 2023

Posted 4 months ago

“The gas fire from yourselves was the best price, but your site referred to it as Chollerton everybody else referred to it as Calleos. Being a little concerned with this to see if there was another Gas Fire I contacted the Manufacturer Elgin & Hall they informed me that the product was definately now called Calleos and to be careful when Ordering that product that I did not receive an electric fire. Before ordering the Gas fire on your Web site I contacted yourselves by phone only to be told it is definately a Gas fire our web site has not been updated yet. So ordered it on the Web site only to receive an Electric fire.”

Posted 4 months ago

Hi Stephen, Thanks for your review and our apologies for any confusion. We can see that the order was most certainly placed with the supplier as a 22" gas inset fire and can only apologise that the incorrect model was sent. We have coordinated with the supplier so that we can avoid any such instances in future, and can see that our Dispatch team have made arrangements for the incorrect fire to be collected and the correct fire delivered. That being said, if we can offer any further advice or assistance please do let us know. Kind regards, Direct Fires & Fireplaces

Posted 4 months ago

“I very carefully measured the recess behind my fireplace to ensure that the product would fit. When it arrived the measurements were perfect - so far so good. However, for some reason the electric source was via a 'kettle' lead on the side of the unit, which made absolutely sure it would not fit. I was offered a spacer (at additional cost of course) which might or might not allow the plug to be covered, I'll only find out when I have bought this - and it's not available until February 2024 anyway. This would defeat the object of having a recess anyway, and still mean the lead would have to be located outside and to the right of the fire to get to a wall socket - thus looking terrible. It was suggested that I got a mason to cut away the stone on this expensive fireplace surround...this is without a doubt a serious design fault, and now I am stuck with it. Very dissappointed.”

Posted 4 months ago

Hi Hayden, Thank you for your review. We were sorry to hear of the issue experienced with this order. Unfortunately, as different fires are made to slightly different specifications depending on the model, we can't always guarantee suitability for every pre-existing surround. Our team has offered suggestions to try and help and can only apologise for not having been able to assist further, and that you are not 100% satisficed with the item received. If we can offer any further advice then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“The fire looks nice couldn't fit the reflector and the ignition switch is very loose and difficult to regulate as I have already paid to have it fitted I didn't think it worth returning.”

Posted 4 months ago

Hi Susan, Thank you for your review. It's good to hear that you're impressed with the look of the new fire, though we're sorry to hear of the issues experienced. If you are still in need of assistance, we'd suggest contacting customerservice@direct-fireplaces.com with your order information and details regarding the problem experienced, and we will be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Beautiful Fire, delivery on time and helpful customer service”

Direct Fireplaces 5 star review on 21st December 2023

Posted 4 months ago

Hi Julie, Thanks for your review and for taking the time to show off the new fire. It's great to hear that you were impressed with the service received from Direct Fireplaces. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Delighted with this fire and surround what a great heat”

Direct Fireplaces 5 star review on 20th December 2023

Posted 4 months ago

Hi Mary, Thank you for the kind review. It's great to see the fireplace dressed up for the festive season, and we're glad to hear that the electric fire has been in use. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

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Direct Fireplaces is rated 4.4 based on 727 reviews