Direct Stoves Reviews

Name: Direct Stoves
Address: 137 Wellington Road North, ,, 137 Wellington Road North, ,, Stockport
Rating: 4.54

4.5 Rating 1,411 Reviews

88 %

of reviewers recommend Direct Stoves

4.5

Based on 1,411 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

Direct Stoves 5 star review on 17th April 2024

155

Anonymous

Anonymous // 01/01/2019

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“Excellent price & customer service, we ordered over the phone on Tuesday & the stove arrived as planned on the Friday. Would thoroughly recommend, Direct stoves. 😀”

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Posted 2 months ago

Hi, Thank you very much for your order and for your kind review. It's great to hear that you were impressed with our prices and customer service. As you mention, our sales team are always happy to provide advice and assist in getting an order placed. Your recommendation means a great deal to us. Please don't hesitate to let us know if we can help with any other queries, Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Fast delivery. Packed well. Easy to install . Works very well .Excellent all round thanks”

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Posted 2 months ago

“I experienced a few issues with the website when I was ordering the stove, but I sent an email and I got a call back, in a few minutes I had ordered and paid for my stove. Delivery was on time, and placed in the garage until my fitters came. Thank you.”

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Posted 2 months ago

Hi Elizabeth, Thanks very much for your order and for your review. It's a shame to hear of the issues experienced in ordering online, but it's great that our sales team was so helpful in getting this sorted for you. If we can offer any further advice or assistance then please don't hesitate to get in touch again, Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Excellent service and delivery”

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Posted 2 months ago

“GReat product great company including the delivery driver.... as described so easy to deal with great value”

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Posted 2 months ago

“Very good service. Any queries and problems were dealt with quickly. Would recommend.”

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Posted 2 months ago

“Ordered flue kit, competitive price, fast delivery, exactly what we needed”

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Posted 2 months ago

“I ordered an Aga fire from direct stoves. Aga delivered completely the wrong fire that wasn't LPG (which we needed). Direct stoves were helpful when we explained what happened and have organised a redelivery of the correct fire. Aga was the one who delivered the wrong fire, not Direct Stoves. Unfortunately it will take an extra two weeks and we've had to pay extra in terms of call out charge for getting the fire fitted.”

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Posted 2 months ago

Hi Elise, Thanks very much for your review. We were sorry to hear of the picking issue, and please accept our apologies on behalf of the supplier for any inconvenience. It's good to hear that our customer service team was so helpful in getting this matter resolved. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Apart from getting my name wrong, the service was excellent. The log effect gas stove was delivered early on the chosen date by a very helpful delivery driver and was packaged extremely well.”

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Posted 2 months ago

“We needed a bespoke piece of glass cut for a burner my hubby is building. Direct stoves were great from start to finish. Got the job done super quick and perfect fit. Highly recommend these guys. Really friendly staff”

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Posted 2 months ago

“Very pleased with my fire it looks lovely and the guy that fitted it was very provesional”

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Posted 2 months ago

“we purchased and had the fire fitted last year everything ok there, when we come to use it near christmas had faults been phoning and emailing since then still waiting for response now a friend asked about your fires told them not to bother the aftersales is rubbish”

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Posted 2 months ago

Hi Diane, Thank you for your review. We are sorry to hear of the issue experienced and that you are still awaiting a resolution. So that we can look into this matter and address this further, could we ask for an image demonstrating the problem along with your order details to customerservice@directstoves.com? We will then be able to raise this with the supplier and try and bring about a resolution ASAP. Regardless, our apologies again for any inconvenience and for any disappointment. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Great multi flue wood burner I would highly recommend it”

Direct Stoves 5 star review on 7th February 2024

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Posted 2 months ago

Hi Sharon, Thank you for your review. It's great to hear that you'd recommend the stove received, and we really appreciate your having taken the time to upload a photo in situ. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Excellent delivery and customer service”

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Posted 2 months ago

“Good catalogue, easy to navigate. Good prices. Direct Stoves website was unable to verify my payment card and I had to do this part over the phone.”

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Posted 2 months ago

Hi John, Thanks very much for your order and for your review. It's great to hear that you were so impressed with our range and prices, though it's a shame to hear that you experienced problems in ordering through the website. This being said, it's good that our sales team were able to get this sorted for you over the phone. Let us know if we can assist further with any future orders. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“I purchased an expensive wood buring stove from direct stoves during the summer so to have it ready for the winter use and when started to use after few times we had a fire on, one morning we noticed a crack in the glass. Condidering we have been using fireolaces and wood burning stoves for years now and know how to take care of tehm and what hiders or damages them we immediately understood this was a simple case of a faulty glass. Got in touch with direct stoves to see what they could do and they simply washed their hands from it saying that if a glass warranty isn't purchased for the glass they cant do anything and just gave me some links of companies that replace glasses. I was not happy at all and informed them about my discontent but still no help there. Considering the stove wasn't cheap and this happened so quickly after only a few uses i was expecting a better customer service which i clearly did not get. Based on my experience i will not purchase from them ever again and would be very carefuly if purchasing from them on adding all the additional warranties offered. Definitley a terrible experience with direct stoves.”

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Posted 2 months ago

Hi Dania, Thank you for your review. We were sorry to hear of the issue experienced. Unfortunately, stove glass is considered a consumable part under the vast majority of manufacturer warranty policies and so is not eligible for replacement under guarantee. As you may have seen on our website, we do offer stove glass insurance at checkout which is very reasonably priced and allows us (as the retailer) to provide a piece of replacement glass within the specified time frame. Because this option was not selected at checkout, we were unable to provide a replacement when notified of the damaged component some months after delivery. For this reason, our customer service team will have tried to help as best they could in terms of recommending spares networks from which new glass could be sourced. We can only apologise if you were dissatisfied with this as a means of resolution. If we can offer any other advice regarding the stove in question then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Excellent from start to finish. Communication was spot on and made it an easy and transparent process. The subcontractors for installation were brilliant which further added to my satisfaction.”

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Posted 2 months ago

Hi Simon, Thanks for your review. It's great to hear that you were so impressed with you experience in ordering through Direct Stoves. We're also pleased to hear that the stove has been fitted and we trust that you've been getting a lot of use out of it! Please do let us know if we can offer any further advice or assistance, Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“great comunication and products however the delivery flexibiilty is limited”

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Posted 2 months ago

“Delivery on time haven’t had it fitted yet but looks great”

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Posted 2 months ago

“Bought a stove and some long legs. Website said legs will take bit longer (up to 14 days). No problem. Stove arrived. Had phonecall to say call us to arrange delivery of legs. Then an email saying your full order is complete. I wasn’t clear whether stove legs arrived yet (not on site). They hadn’t. Called the number. “Yes we have the legs sir” “Oh right sorry I was a bit confused as had an email saying my order is complete/concluded. I need them asap as it’s been a fair while now and I have an installer coming Friday who’s hard to get hold of” “No problem sir we’ll get them out with our courier and they’ll arrive either tomorrow (Wed) or Thurs latest” They hadn’t arrived by Thursday mid afternoon so ai rang them. “ Sorry we don’t have those. They have to be ordered in.” “But your colleague said he was sending them out“ “No there’s been an error getting them from the supplier. We don’t have them. We’ve ordered them though. They might arrive with us next week hopefully then we can arrange a delivery date.” “But I have an installer booked tomorrow” “Sorry sir”. “Why did your colleague say it was all sorted for this week?” Asked for manager, put on hold, gave up when no one picked up. They didn’t seem to think it was a problem to have advertised something in a set timeframe, verbally assure you it’s “just around the corner” and then when you chase it suddenly discover (they didn’t seem to know themselves that they didn’t have it) they’ve never even ordered it. If they’d acted as if this was poor service/worked to expedite it etc I would have accepted as a one-off. I can’t recommend them and they seemed very laid back/used to these timeframes. Still not got the legs.”

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Posted 2 months ago

Hi, Thank you for your review. We were sorry to hear of the issue experienced with part of your order. Unfortunately, there appears to have been a delay in receiving the optional legs for this model into stock from the supplier. We appreciate that there was some initial confusion on the part of our warehouse team relating to delivery scheduling, given that we had expected but not yet received the legs into stock at that time; we can only apologise for this confusion. Regarding delivery lead times, while we make every effort to fulfil orders as per projections and while delays are rare, they can and do happen on occasion. These are often as a result of factors beyond the control of our dispatch team and as a result we seldom recommend booking installers before any goods have been received into stock, to save potential disappointment. Please be assured that we do understand your frustration and that our Dispatch team will be in contact as soon as we have further information regarding delivery. Regardless, we are sorry that you have not been 100% satisfied with your experience in ordering with us and we appreciate your feedback. If you have any concerns or queries in the meantime, don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

Direct Stoves is rated 4.5 based on 1,411 reviews