Direct Fireplaces Reviews

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

4.4 Rating 724 Reviews

83 %

of reviewers recommend Direct Fireplaces

4.4

Based on 724 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor service, delivery times on website were inaccurate and quoted 2 weeks and they needed chasing constantly and even then it took 9 weeks to arrive …”

Helpful Report

Posted 4 days ago

Hi Jonathan, Thank you for your order and for your review. We are sorry for the delay in receipt of this order and for any inconvenience. The estimated lead times on the website are generally accurate to our supplier's projections, though in this instance the manufacturer appears to have suffered unexpected delays. It is always our aim to keep customers as informed as possible and we can only apologise for any disappointment on this occasion. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 3 days ago

“The fire I ordered was out of stock however I was told there was one available in the warehouse that had been a cancellation. Paid then had to chase delivery to be told on inspection the trim was damaged & they would have to order a new trim. Waited, then had to chase again. Finally arrived with me and yes trim still damaged. I doubt they ordered the new trim! Either that or unlucky to have two damaged trims. Paid nearly £800 for what I thought would be a brand new fire. Due to all the hassle & paying a fitter, we’ve left it fitted with a damaged corner. Would not buy from again.”

Helpful Report

Posted 2 months ago

Hi Beverley, Thank you for your review. We are sorry to hear of the issue experienced with this order. We can confirm that a new trim and fret were ordered for the fire in question and can only apologise that the new frame had also arrived with damage. If it would be possible to send a photo and your order details to our customer service email, customerservice@direct-fireplaces.com, our team would be happy to speak to the supplier and look into this further for you if need be, Kind regards, Direct Stoves & Fireplaces

Posted 2 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.”

Helpful Report

Posted 3 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 3 months ago

“Poor service still awaiting 2nd fire. Collection address was very obscure . Still no idea when 2nd fire arriving promised today nothing”

Helpful Report

Posted 5 months ago

Hi Kath, Thanks for your review. We were sorry to hear that the original order was unsuitable for your needs, and we're glad to see that our Returns team was able to book in a collection for you ASAP. We can see that our Dispatch team contacted you on the 7/11/23 to advise that delivery for the new order would be within 5-7 working days. The supplier has also advised that the fire was dispatched for delivery on the 16/11/23. Naturally, if there are any issues upon receipt then please do let us know and we'll be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 5 months ago

“Very disappointed with direct fireplaces overall. We ordered a fireplace and fire. The fireplace arrived with no hearth and backplate. The fire was delivered to the wrong address. Pretty poor really when spending nearly £1500.”

Helpful Report

Posted 5 months ago

Hi David, Thanks for your review. We were sorry to hear of the issues experienced with this order due to errors on the part of our supplier. This is a very busy time of year for many suppliers and couriers, and while errors are thankfully very rare they can and do happen. This said, we can see that our Dispatch team did work to rectify and resolve the problems as quickly as possible, and trust that you have now received everything for the order. Regardless, please accept our apologies for any inconvenience. In the event that we can offer any further advice or assistance, please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 5 months ago

“First contact with Direct Fireplaces good. Prompt delivery. Very disappointed finish. Brass surround, top joint one side of seam not flush, raised and sharp. I am elderly, on my own. Cannot afford plumber to send back and reinstall. Fault should have been rectified on inspection before sending for sale.”

Helpful Report

Posted 5 months ago

Hi Josephine, Thank you for your review. We were sorry to hear of the issues experienced. The fire in this instance was sent directly from our supplier but we appreciate the opportunity to pass on feedback, so that we can ensure the best possible products and service going forward. We do recommend bringing any problems to our attention ASAP so that we can address these with the supplier as needed. If you are still in need of assistance, please don't hesitate to contact our customer service team with some photos via sales@direct-fireplaces.com and we'll see what we can do. Kind regards, Direct Stoves & Fireplaces

Posted 5 months ago

“At the Third attempt my order was finally delivered however to the wrong address fortunately my neighbour from 5 doors away where the item was delivered to by the power of Google was able to find me. Was promised delivery on Three occasions like I say the 3rd attempt the fire I ordered more by luck than judgement found it's way to me, when I contacted the company regarding the no shows of the First Two deliveries although apologetic they seemed intent on passing the buck to the delivery company. Overall disappointing”

Helpful Report

Posted 6 months ago

Hi Tom, Thanks for your review. We were sorry to hear of the issues experienced with the delivery. On this occasion, the chosen item was shipped directly from the supplier with a 3rd party courier. While issues with delay or misdelivery are thankfully very rare, they can and do happen on occasion. Our dispatch team had worked to find a resolution upon notification of each failed delivery attempt, and can only apologise for any inconvenience. This having been said, please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 6 months ago

“Cannot provide a proper review as product delivered was discovered to be damaged either at the warehouse or in transit. Customer services have been helpful but now having to wait for either a replacement or refund, frustrating…”

Helpful Report

Posted 10 months ago

Hi Wessel, Thank you for your feedback. We were sorry to hear of the issue experienced with part of your order. As you mention in your review, the customer service team is currently looking into the damage reported with the supplier. This is so that we can feed back to you with an appropriate resolution. This said, please accept our fervent apologies for the inconvenience. If you need any further help or advice in the meantime then please do contact us again so that we can assist. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Can’t really comment as still awaiting delivery of part of the purchase…..”

Helpful Report

Posted 1 year ago

Hi James, Thanks for taking the time to provide feedback. We were sorry to hear of the delay to part of your order. We can see that our dispatch team had contacted you on the 16/2/23 following an update from the supplier, advising that an item had fallen out of stock and that there would be a slight delay as a result. Subsequently, we'd agreed with yourself to dispatch items as and when they were received into stock. This said, if you do happen to require any updates or if you have any other queries then please do let us know and we'll see what we can do. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Ongoing situation, still waiting for delivery/installation 4 months after initial order. Review may change after the order is eventually completed. Issues with communication and their supplier. Actual shop have been helpful.”

Helpful Report

Posted 1 year ago

Hi Brian, Thanks for your review. We're sorry to hear about your experience and the delay to delivery of your order. I can see that the items had been purchased as bespoke and that these would have carried an extended lead time as a result. Unfortunately, part of the order had been delayed further due to an issue on the manufacturer's side. I can however see that our dispatch team have been in touch today having received the rest of the order into stock. You should receive further communication in order to get a delivery booked, but we would of course welcome further contact in the meantime if there is anything else with which we can assist. Our apologies again for any inconvenience, but thanks for your patience. We'd certainly appreciate further feedback once the order has been received. Kind regards, Direct Stoves & Fireplaces

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”

Helpful Report

Posted 1 year ago

“The only reason for 2 stars is the delivery was by UPS who dont tell you when there coming 3/ 5 days ridiculous when you work , No note in door saying they had taken fire back because it was broke we had to ring around to find out where it was so wont buy again from this company Its a shame because fire was lovely when we got it”

Helpful Report

Posted 1 year ago

Hi Paul Sorry you had a poor delivery experience. We use different delivery companies depending on the items purchased. Due to the increase demand on parcel companies, there are less carries that will handle large items such as yours, so we are limited to UPS sometimes. If practical for the customer we can deliver to work or other addresses. Many Thanks

Posted 1 year ago

“when I chose the fireplace and it stated chrome, I expected that the fret would not be plastic, looks cheap, to say the least. the background for the fire when not in use does not look the part. John Russell”

Helpful Report

Posted 1 year ago

“You sell on a lie. You advertise delivery in 15 days. Mine took about five weeks or more. I wanted it in for Christmas but it did not happen. Instructions were pretty useless. Good job I was an engineer, sorted it myself and had it up and running in two hours.”

Helpful Report

Posted 2 years ago

“A very nice gas fire - but the packaging had been tampered with, and one of the radiants was broken - see photo.”

Helpful Report

Posted 2 years ago

“Delivery was a huge pain. Had to chase 4 times. In the end despite me asking them to let me know when they were coming they just left it in the garden. Not impressed at all.”

Helpful Report

Posted 2 years ago

“We purchased a Derry waxed pine fire surround but on opening the well packed item, found that not only was the colour totally different from the photo shown on the supplier's website but the wood showed a distinct grain finish that again was not present in their photo. Furthermore the finish would seem to need another coating of dye as it looks like a cross between white and some sort of colour dye! We would also mention that the surround does not come with any fixings & as suggested by the supplier, whom I contacted, we should use mirror hooks which means that after self assembly of the fire surround, the customer has to down tools & trot off to their local DIY store before being able to fix the item to the wall! Unbelievable! I wanted to put comparison pictures of the surround on this review but that section of the review will not let me do so!”

Helpful Report

Posted 3 years ago

“Paid and waited 4 days for Electric fire (inset) to be delivered. They delivered wrong fire, it took another 3 days for this to be corrected. Then when delivering the correct fire the delivery company could not take away the original wrong fire, this took another day to be collected by them. A week of phone calls that I didn't really need sorting these problems out.”

Helpful Report

Posted 4 years ago

Direct Fireplaces is rated 4.4 based on 724 reviews