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Direct Fireplaces Reviews

4.4 Rating 723 Reviews

83 %

of reviewers recommend Direct Fireplaces

Company Reviews

Product Reviews

4.4

Based on 723 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

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

“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”

Posted 1 year 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”

Posted 1 year 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 1 year 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.”

Posted 1 year ago

“A part of the fireplace surround that arrived last Thursday is broken in half. Contacted Direct Fireplaces immediately but despite this and several phone calls as yet have not been given a clue as what they intend to do about it. Meanwhile £2k of fireplace & surround is laying on my living room floor with everyone stepping over it”

Posted 1 year ago

“I was unbelievably impressed with the standard of service I received from staff at Direct Fireplaces. My queries were dealt with efficiently and helpfully and my purchase was effected painlessly. What should be noted is that when I called the next day to cancel my order as I’d made some grave errors in my choice if product, this was carried out with no fuss or problem. I then ordered a more suitable (and cheaper) product and a refund if the difference was made within a very short and acceptable time frame. The product arrived within a matter of days. In my opinion this is a good company to deal with. Thank you.”

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.”

Posted 1 year ago

“Really pleased with our fireplace £120 cheaper with direct fireplaces and free delivery Delivered within 48hrs of placing the order Would highly recommend Direct Fireplaces .. good choice and best prices”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year ago

“Ordered the Katell Verona Italia Optimyst Electric Fireplace Suite. Looks good but fireplace makes a gurgling, dripping noise. Emailed several times and was given a number to WhatsApp with a video. Despite numerous chaser emails, it looks like I'm being ignored. Shocking customer service. If you're looking for an electric fireplace, find another supplier.”

Posted 1 year ago

Hi Henry We have sent all information you've sent to the supplier and we are waiting feedback. I will chase this on Monday as I can see it's been a week since we sent these to them. Many Thanks

Posted 1 year 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.”

Posted 1 year ago

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

Posted 3 months ago

“Beautiful fireplace. Really finished off the room. Easy to assemble but did not come with brackets to attach it to the wall.”

Posted 5 months ago

“Great service, order delivered within 3 days of order, a few damaged parts, emailed pics over to customer services, 3 days later replacement parts sent no question or quibble, would 100% recommend.”

Posted 8 months ago

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

Posted 11 months 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 11 months ago

“Great fire looks great !!!! Well pleased !!! Thanks robert”

Direct Fireplaces 5 star review on 13th March 2023

Posted 1 year ago

“Excellent customer service and product UPS delivered to the hallway, Highly recommend Direct Fireplaces”

Posted 1 year ago

Hi, Thanks again for your order, and for your kind feedback. I'm pleased to hear that the level of customer service and product quality received was to your liking. We take pride in offering a wide range and ample product knowledge so that customers can choose the fireplace that's right for them. Please do let us know if we can offer any other advice or assistance in future. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Poor service. Poor quality goods.”

Posted 1 year ago

“I can highly recommend Direct Fireplaces. Placed the order and the fire was delivered in a week. We were kept informed the whole time via emails. All our queries were dealt with by their customers services quickly and politely. Great company to deal with. I don't usually write reviews but felt I had to this time.”

Posted 1 year ago

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Direct Fireplaces is rated 4.4 based on 723 reviews