Direct Stoves Reviews

Name: Direct Stoves
Address: 137 Wellington Road North, ,, 137 Wellington Road North, ,, Stockport
Rating: 4.52

4.5 Rating 1,771 Reviews

87 %

of reviewers recommend Direct Stoves

4.5

Based on 1,771 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

Direct Stoves 5 star review on 7th February 2026

241

Anonymous

Anonymous // 01/01/2019

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“Stove was lovely and good price However dissatisfied with dispatch and communication- no point asking when you want it delivering if you ignore it and wake us up when on nights”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with the delivery of this order. As you will be aware, this order was placed online and upon inspection the delivery date requested does appear to have been the 9/11/23, hence the delivery attempt on that date. We can see that our Dispatch team, once notified that this would not be a suitable delivery date, did their best to rearrange and it was unfortunate that the item had already been shipped and could not be recalled at short notice. With this in mind, we can only apologise for any inconvenience. If we can assist in terms of making arrangements for any future orders then please don't hesitate to contact our team once more, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Really happy with the product unfortunately the customer service wasn't up to standard. Great when ordering but when the delivery wasn't able to be delivered on the original day there was an email sent to me but due to my work restrictions, I didn't get it till late the night before delivery. Due to that the item was not sent out for delivery. This was a delay from Thursday the original delivery day ,to Friday, which because I never replied in time, didn't take place. Finally got the beam Monday. I had to call to inquire where the beam was on the Saturday as there was no communication. When I called Monday to ask if there was any chance of compensation due to the delay and our builder not being available for the foreseeable future, I was told that it wasn't their fault but mine for not replying to the email they sent me NOT WHAT I WANTED TO HEAR!!!!”

Helpful Report

Posted 2 years ago

Hi Elaine, Thank you for your review. We were sorry to hear of the issue experienced with delivery of this order. We can see that our Dispatch team had been made aware of a problem on the supplier's end, which had resulted in a slight delay to shipping. In addition to the aforementioned email, our team had tried contacting you via the telephone number provided on your order to rearrange the delivery, and had left a voicemail message. Unfortunately, and while we appreciate the inconvenience to yourself, our Dispatch team was notified too late to make arrangements for the Friday. They had then contacted the supplier to book for the earliest possible date as an alternative. We do try and meet any expectations or requests for delivery dates as much as is possible. That said, we're sure that you can appreciate that delays can and do happen, however rarely, and that we cannot offer 100% guarantees in terms of lead times. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Prompt service and fast delivery.”

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Posted 2 years ago

“Good prices with excellent delivery.”

Direct Stoves 5 star review on 27th November 2023

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Posted 2 years ago

“Very good, delivery was good. Only slight grumble is the design of the fire. When we open the door ash falls out as there is a gap between the base plate and the holding bar. Other than that the fire works excellent.”

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Posted 2 years ago

“Nice stove, a great blend of traditional and contemporary. Seems to be performing well. Be warned if ordering the stovepipe/Register combination pack, the register is blank with no pre cut stovepipe hole which is pointless. It also doesn’t give its overall dimensions when ordering. Simple website fix that will save a lot of hassle for the customer.”

Direct Stoves 4 star review on 27th November 2023

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Posted 2 years ago

“My fire arrived as expected but when fitted the knob that controls it was damaged. I contacted direct stoves who sent out a replacement. I am very happy with my fire.”

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Posted 2 years ago

“We have been so impressed with this company from the initial stages of our enquiry through to the purchase and then delivery of our new log burner and all of its accessories. We found them to be competitively priced with excellent customer service from everyone we dealt with and they did exactly what they said they would do. The website is excellent and the helpful information along the way made it a very easy process. We had a couple of further questions, so we gave them a call and they were happy to answer our questions. We would 100% use this company again and would not hesitate to recommend them.”

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Posted 2 years ago

“As I d stove I have bought from DS Both are absolutely superb Thoroughly recommend”

Direct Stoves 5 star review on 25th November 2023

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Posted 2 years ago

“so disappointed that the basket refused to appear and Direct Stoves offered to send a THIRD one ! Too long waiting and still not delivered : have asked for a refund.”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with this order. As you will be aware, our supplier had advised that the item was lost in transit with their courier. While such instances are thankfully very rare, they can and do happen on occasion and (as in this instance) our Dispatch team works to resolve such issues by way of replacements wherever we can. That said, and as per your request, we can see that the order was promptly forwarded to our accounts team and that a refund has been processed for your order on our end as of the 20/11/23. Lead times for transactions reappearing in your own account are then dependent on the card or account provider. If you happen to have any further queries then please don't hesitate to get in touch once more, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Direct Stoves more than lived up to their price match promise, undercutting the competition by some distance which, in effect, paid for the two-man delivery option. The stove was delivered exactly on time as promised, (which was a week ahead of their guide time on the website.). Very helpful to speak to in person on the telephone and all-in-all, the old-fashioned virtues of a personalised service.”

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Posted 2 years ago

“Great service thanks”

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Posted 2 years ago

“Easy to order, prompt delivery and stunning imitation wood burning stove. Perfect!!”

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Posted 2 years ago

“Not happy, ordered the stove on the 4th of November,23 it's now the 25th of November and it still has not arrived. Contacted Direct Stoves on numerous occasions, keep getting fobbed off with false promises.”

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Posted 2 years ago

Hi Darren, Thank you for your review. We were sorry to hear of the issue experienced with this order. This particular stove is usually arranged for delivery direct from our supplier, and as you will be aware they normally advise of a lead time of approx. 10 working days. The supplier would be in contact to arrange a book-in date with the customer, for delivery via their courier. Unfortunately, on this occasion they experienced a delay with a component, hence the delay in receipt of the order. We appreciate the inconvenience caused and we are sorry that you are not 100% satisfied with the service received, but would stress that our Dispatch team has worked to try and expedite wherever we could, and that we have been in contact with the supplier to provide further updates. If we can offer any further advice or assistance in the meantime, please don't hesitate to get in touch once more. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Knowledgeable on phone, happy with service and delivery.”

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Posted 2 years ago

Hi Louise, Thanks for your review. It's great to hear that you were happy with the service received from Direct Stoves. It's also great to hear that you found our sales team to be knowledgeable, as this is of course what we aim for. We'll let everyone know to keep up the good work. Please do get in touch again if we can help further. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“starting with the only positive; I requested a price match before I ordered and it was approved within a couple of hours. the negatives; delivered with missing parts and customer services are incredibly difficult to get hold of, you can only contact them via email, the call service does not work/they don't answer. They lied about sending out the missing parts then days later stated the parts should have been with the original delivery even though photo evidence was provided of missing parts on delivery. almost 2 weeks after delivery and i still haven't received the missing parts and have had to buy them separately. The item although feels robust is poorly made, the handle is so tight when trying to close the entire stove moves. Please dont take my word for it, please call direct stoves customer services before you buy.”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We were sorry to hear of the issues experienced with the stove in question. We can see that our customer service team contacted the supplier on your behalf, and that it was the manufacturers who advised that the bolts for the spigot would already be screwed into the body of the stove and would need to be unscrewed and reattached (they are generally sent like this so that the screws/bolts don’t get lost in the packaging). We appreciate that you had double checked this and confirmed that they were missing, and our customer service team has subsequently requested that new bolts be sent out from the supplier, as of today. We can only apologise for any inconvenience and that you experienced difficulty in getting hold of the customer service team. Our email inboxes and phone lines are all operational but it is an extremely busy time of year for heating appliances, and we are advising that it may take longer than usual for us to respond to customer queries. This being said, please do get back in touch if you have any other concerns or queries. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Very happy with the service and the product. Thankyou”

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Posted 2 years ago

“Small ash pan and fire doesn’t seem to shut down properly, small ash pan handle , also small round part missing go5 on it”

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Posted 2 years ago

“Thank you for quick service and good quality material, highly recommend your services.”

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Posted 2 years ago

“Excellent service and excellent communication, fast delivery 5 *****”

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Posted 2 years ago

Direct Stoves is rated 4.5 based on 1,771 reviews