“Called to get some advice, prompt response and knowledgeable customer services guy. Ordered it on-line, delivered on time. Really pleased with the stove, communication from Direct Stoves and their couriers, delivering both the multi fuel burning stove and then flue the next day, who got in touch and ensured we were kept informed and received products in good time for the fitter. Some was well packaged and I'm overall very happy. Thank you.”
“Delivered as promised. Really pleased with the communication from Direct Stoves and their couriers, delivering both the wood burning stove and separately the flue, who got in touch and ensured we were kept informed and received products in good time for our fitter. Thank you.”
“we ordered stove and 3 days later we received a message that the stove is unavailable. after several days and emails, finally someone got in contact. the price matching option they advertise is not an option , as they were not able to over us another stove, cheaper on a competitors website (trade standards???)and so for we opted for a refund. still waiting to get our money back! not happy at all!”
“Lovely item but the customer service is shocking. Promised delivery fri then changed fri morning to sat. Arrived and when it was unpacked it was damaged. Decided to keep as damage wasn't in very visible area's. Emailed them pics within 24hrs (mon). Was told they couldn't make out damage on my pictures as was too close. Then was told id obviously done the damage all in an email where they spelt my name wrong. Then phoned me to basically say they check there items so was my fault. Im sorry but after building it i don't believe every item is unpacked from the manufacturer and re pack unless they employ a arm of weight lifters. Review won't let me add photos of damage.”
Posted 7 months ago
Thank you for your review and sorry you feel the need to give us a 1 star review.
The haulage company had an issue which meant they weren't able to deliver your BBQ on the Friday as agreed so it was re arranged for the Saturday morning. Its rare but sometimes haulage companies get too many goods in and have to move deliver dates around. When it does happen we always offer a Saturday delivery to hopefully reduce any inconvenience.
You sent several photos of the Masonry BBQ after it had been built and in one of the photos there was a small chip in the bottom of the leg. As you'd built the BBQ before reporting any damage we were able to do much to fix the issue as to replace the leg would've meant dismantling the full BBQ. This really isn't an option with a masonry BBQ as all the parts are cemented together.
It was a very small chip and did detract from the appearance of the BBQ, nor was it very visible as it was on the inside of the leg.
“Did post another review saying it was the lack communication that was annoying rather than late delivery. Adam did call me from home explained haulage company hadnt i formed them of failed delivery. All sorted arrived monday.”
“Still haven’t had the item yet. I know it happens but we got a call about 4. 4 30 to say it wasn’t coming. All day we waited. I read a review before I went with you and there was one on there saying the same thing as I’m saying now.”
Posted 1 year ago
Hi Ian
I'm very sorry that the delivery failed on the selected delivery date. Unfortunately sometimes deliveries do fail and the haulage companies fail to let us know that there's an issue. We do choose the haulage companies we work with carefully and overall we have a delivery success rate of over 98%. I know that doesn't help you as your delivery obviously didn't arrive on the selected date but I can see that it was delivered the following day at 10am.
I'm very sorry about the issues you had with your delivery.
