Direct Stoves Reviews

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

4.5 Rating 1,406 Reviews

88 %

of reviewers recommend Direct Stoves

4.5

Based on 1,406 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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“Stove ordered, delivered on time and in the correct condition. The services was fantastic.”

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Posted 2 months ago

“The first deliver was incomplete so it took several day to sort out, the admin person was very good”

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Posted 2 months ago

Hi Lee, Thanks for your review. We were sorry to hear of the issue experienced with delivery, but it's good to hear that our team was so helpful in resolving this. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“paid for 2 man driver they could not be more helpful they even delverd it to the room of my choice”

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Posted 2 months ago

Hi Brian, Thanks again for your order and for your review. It's good to hear that you were impressed with the two-man delivery service. As you mention, this comes highly recommended for instances in which customers may need items transported into the property. We'll be sure to pass on your compliments to our delivery partners. If we can offer any further advice or assistance then please don't hesitate to get in touch, Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Ordered a stove from Direct stoves due to a 48 hour delivery timescale. Was called the day before delivery to be told stove wouldn’t be delivered until after the day after. Paid more for the stove for this reason. Called customer services and as advised to email customer services. Still haven’t received a response back or a refund of the difference. Really disappointed at service”

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Posted 2 months ago

Hi Suraya, Thank you for your review. We are sorry to hear of the issue experienced with this order. Due to the time of year and current demand for heating appliances, the customer service team is receiving a high volume of queries at present and response times may be slightly extended as a result. If we could ask you to make sure that your query has been submitted to customerservice@directstoves.com including your full order information, this would be extremely helpful in ensuring that your complaint is dealt with as swiftly as possible. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Very helpful and knowledgeable both at Stanley green at stockport. Very efficient with ordering required stove and accessories with prompt and helpful delivery driver. Needed to rearrange delivery due to snow and ice but came next day”

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Posted 2 months ago

“Good price and great service. Order was simple and arrived when it stated Very pleased”

Direct Stoves 5 star review on 26th January 2024

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Posted 2 months ago

“Purchased an electric stove. Company seems to be reliable and friendly. I has a sales person ring me to explain that my stove would be a long delivery. He helped me look at alternatives, some of which were even cheaper! I opted to keep to the one I had ordered. I did as some point telephone to check on delivery and had a friendly, helpful response. Would recommend. Downside was delivery. Ordered middle October and stove delivered 27th December. Probably a manufacturing problem rather than Direct Stoves.”

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Posted 2 months ago

Hi Valerie, Thank you for your review. It's good to hear that you found our sales team to be so helpful and we hope that you've been enjoying your new electric stove. You're quite right; unfortunately, in this instance there was a manufacturing delay which resulted in an extended lead time, which prompted our having contacted you to suggest alternatives and assist however we could. If you do happen to need any further advice or assistance, don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Stove arrived just before Christmas we had fitter ready, disappointed to discover two parts missing. They did send out missing parts and they arrived quickly but it was still the incorrect handle for the stove and have no contact from them since despite emailing numerous time handle still missing.”

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Posted 3 months ago

“Very helpful and friendly. Thank you”

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Posted 3 months ago

“the lady advising me on the phone was extremely helpful and knowledgable. Because of their kind and approachable manner, I decided to purchase from this company. I was somewhat stressed and actious because my current woodburner (with backboiler) had broken down and was no longer repairable. It urgently needed to be replaced, I was keen to make the correct purchase and needed some advice. To be frank- I was broke and just before Christmas this financial outlay was a problem. The lady seemed genuinely understanding and sympathetic to my situation and didnt rush me. Whearas a competitor company was brisque, pushy and said "all the details are on the website" etc., So I chose your company because of this. I am very thankful. You delivered an excellent boiler, on time, and the delivery driver was extremely helpful too. Overall excellent service”

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Posted 3 months ago

Hi David, Thanks for your message. We're sorry to hear of the issue experienced with your previous wood burner, but it's great to hear that our Sales team was so helpful in finding you a suitable replacement. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“A well made electric stove, smartly delivered. Value for money!”

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Posted 3 months ago

“Excellent company. The stove arrived on time in perfect as described condition. The stove quality is superb, superior to anything else in the price point. Thanks again, would recommend.”

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Posted 3 months ago

Hi David, Thanks very much for your order and for your review. It's good to hear that you received the stove in good time and that you've been impressed by the quality. Your recommendation means a lot to us. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“Thank you for the opportunity to write a review. A) Purchase, I chose my stove and decided to take the finance option, choosing to pay 30% now and the remainder over a set period (12 months I think it was). I filled in what I thought I needed (seemed no different to Klarna) yet you took the full ammount!! 4 weeks before Christmas, great! B) one of the reasons I opted for the stove was it said it was available now (48 hours delivery) so could have been with me before the end of Nov (order made on the 25th Nov), but I opted for the 2 man delivery (5-10 days delivery). The stove turned up on the 11th Dec 16 days after the order, I was told that the 5-10 days was AFTER the courier company had picked it up which took a week, this was not clear at all and my contractor fitting the flue had to come back the following day to install the stove. C) I paid for a 2 man delivery. They arrived at my property (I was not there but my partner was). I paid (£75 extra) and waited an extra 10 days for the stove yet when they got there they said they couldn't the stove where we wanted it and it was subsequently left in the back garden. They lied to my partner saying the stove weighed 100kg (it didn't as this would have been against manual handelling guidelines. They also lied to the dispatching office saying they had tried and carried it most of the way but couldn't get it down the spiral staircase. 1) we don't have a spiral staircase and 2) it never left the kerb. I'm 58 yet I managed it on my own (with a lot of effort mind you). I chased your coustomer service on the payments, (no help), 3 times re the delivery dates (no help) and twice once getting a refund for my stove, which as far as they were concerned still hadn't been delivered, no call back. I have made sure the Flue installer, who does a good 15-20 homes a month in the Bristol area was fully aware of the service I got.”

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Posted 3 months ago

Hi Richard, Thank you for your review. We were sorry to hear of the issues experienced with this order. Looking at the order itself, it does appear that this was placed via the credit/debit card payment option during online checkout as opposed to the V12 finance option. As a result, a finance application will not have been generated and payment would have been taken in full at the point of ordering. Regarding delivery, we are sorry for the delay in receipt of the goods; as our Dispatch team will have advised, the two-man courier operates a book-in service and would get in touch with the customer having collected the items in question from our warehouse. We can only apologise for any confusion regarding this process. As you are aware, the two-man delivery service would usually enable the courier to carry the goods into the property. Unfortunately, if the driver believes that they would be unable to do so safely, given the weight and size of many items, they will often leave the goods at the first available access point. We appreciate the potential inconvenience but are limited in terms of what we can advise in such instances, as the safety of couriers must come first. If we can offer any further advice or assistance then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“I am still waiting for it to be delivered. It would help if Direct Stoves gave me a date. Regards, Paul”

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Posted 3 months ago

Hi Paul, Thank you for your review. We can see that the order was placed with the two-man delivery option as a book-in service. As you will be aware, the two-man courier gets in contact with the customer directly to agree a date for the delivery; notes on your order suggest the courier was in touch with you on the 22/12/23 for this purpose and that a delivery date has been booked in. This being said, if you do still have any concerns or queries then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“Good customer service and prompt delivery.”

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Posted 3 months ago

“Purchased a log burner and a log stand with delivery date of the 18th December. Log burner arrived but no log stand. Contacted to be advised that the parts were sent separately and another day later told the second part would likely be a few weeks after Christmas. Still waiting on any further update (29th December) which is very disappointing as a before Christmas delivery was advertised when ordering. Nothing when ordering or on confirmation indicated they would be sent so separately”