Name: Direct Stoves
Address: 137 Wellington Road North, ,, 137 Wellington Road North, ,, Stockport
Rating: 4.53

“I ordered and paid for a Burley stove on the 23rd of December 22. I am not best pleased that I paid for stove a month ago and I have no idea when I will receive it. Customer service very very poor. C.A.”

Helpful Report

Posted 2 years ago

Hi Chris We sent you an e-mail on the 10th Jan advising you on the lead time of the stove. I will ask the dispatch team to chase Burley for a further update for you. Many Thanks

Posted 2 years ago

“Absolutely diabolical customer service They never answer the phones. Lack of communication regarding delivery Delivery date booked - was informed there was an issue with the order I re-booked and was promised it would be delivered on that date- was let down AGAIN Direct stoves didn’t even have the decency to contact me! Shocking service. Considering the amount of money spent on a stove I was appalled at the customer service of this company.”

Helpful Report

Posted 2 years ago

“Still not received my item. one month on. DO NOT buy from this company. They will not provide your item and take your money!!!!!!!!!!!!!!”

Helpful Report

Posted 2 years ago

“I made my order over the telephone, as there was only one ACT Trinity wood burner showing on the website and I wanted to make sure the direct stoves website was correct before order and waiting a very long time, as I have been caught out before when ordering online. After my order was taken, which was easy, I was told that I would receive a confirmation email with the order number and date. After waiting a week for confirmation, which did not appear, I called customs services for information, they took my details and promised to call back. I called 5 times, but no response with any details. The customs services are completely useless, not worth calling, I even sent an email, but no reply, I even said that unless I have some news, I was going to cancel my order and request my monies be returned to me, Then the very next day I was told my burner was going to be delivered and came on 20th October.”

Helpful Report

Posted 2 years ago

“The stove I wanted was out of stock at all stove shops on line apart from Direct Stoves. £100 more expensive but worth it to get the one I wanted delivered within a week. Friday came and by 3pm no contact from supplier or delivery driver. Called Direct Stoves to be told it wasn’t coming, it would be end of month like the other companies. No apology, no offer of price match, just a pleasant but confused chap on the phone. No communication, my wife spent the whole day at home and I had to cancel the fitter for the Saturday. Had to pay a cancellation fee to him! I was going to cancel order on the Monday and get elsewhere & save £100 but surprise, the stove was delivered! Again, no communication just a guy with a pallet truck. Why couldn’t we be told it was coming?? Delivery driver was great and helped get it into my garden. From this experience, I cannot recommend Direct Stoves.”

Helpful Report

Posted 2 years ago

Hi Alan I'm really sorry about the experience you had with the delivery of your stove. There was a system error at the storage/haulage company, and we did everything we could and asked them too as well to contact all affected customers. This occurred on the 7th and rolled into the following week. We were informed by them that everything was resolved, and all orders were going out as normal from the 14th and the backlog would be cleared by the 17th. From your review it seems you were expecting delivery on the 14th so you weren't contacted by us as we were led to believe that all order for that day would be delivered on time. I have worked with Expect Distribution for over 10 years now and have never experienced an issue like this before. It’s regretful that when you used us to buy your stove you had this experience. I have also asked the Operations Director of Expect to write a letter to all affect customers apologising for their experience. I have had a look on our system for your order but couldn't find it from your name so if you could let me know your order number via this platform I can forward it you. Many Thanks

Posted 2 years ago

“The fireplace took ages to arrive, I had to keep chasing and was not kept up to date. Trying to get through to someone to arrange delivery was impossible and when the product did arrive our fitters refused to fit it as it was broken. Customer service are now trying to convince me that there’s nothing wrong with it despite obvious damage in numerous places. Terrible experience from start to finish.”

Helpful Report

Posted 2 years ago

“Absolutely shocking customer service experience. Zero communication from Direct Stoves around delivery day and times such that they then said I’d have to pay an additional £40 for delivery. They then delivered two stoves on a day I told them I was not at home. Luckily I was still on my driveway. I was honest and highlighted this mistake but have received nothing for this nor for the total lack of customer service. Think twice about giving your custom and read the reviews!!! Also some parts are missing from my order!”

Helpful Report

Posted 2 years ago

Hi Taylor You ordered your stove on the 26th September and selected a delivery date of the 5th October. We sent an order confirmation stating this. We then sent a further e-mail explaining the delivery process and that it was an all-day delivery. An e-mail you refer to in your e-mail to us. We then sent another e-mail on the 27th regards delivery, yet another e-mail you refer to in your e-mail to us. So, in total you had 3 e-mails confirming the delivery date you selected, 2 of which state it was an all-day delivery (a point you confirm in your e-mail to us). Then on the 5th October we arrive to deliver the stove but there is no one home. You then call to let us know you missed the delivery, and you were told there would be a £40 re-delivery fee (which we didn't charge). We were in communication with the haulage company, and they were back in your area on the 7th and attempted to deliver that day. Yes, you'd requested not to deliver that day but they tried anyway and luckily you were in and the stove was delivered. There was plenty of communication regards delivery as you have stated in your e-mail to us. This review is based on the fact you asked for compensation, for what I was unable to ascertain, but when I said we hadn't done anything wrong other than arrived to deliver the stove on your selected delivery date you said that you would be leaving negative reviews unless we offered you some compensation.

Posted 2 years ago

“Customer service is terrible, unable to contact, rang several times and left messages, tried there online form, eventually sent email and had a return email No call, took several exchanges to get refund for product that was incorrect size. Would definitely not recommend this company.”

Helpful Report

Posted 2 years ago

“I still have the fitting kit missing I have rang three times and nobody is returning my calls I’m not happy at all Such good quality product let down by customer service”

Helpful Report

Posted 2 years ago

“I ordered a stove online from direct stoves, it should have been delivered on the 7th of October. I waited in all day, at 12.10 I rang them to confirm that delivery would be made, a man answered and said I'll ring you back, he didn't. I rang again at 5.10 only to be told that it hadn't been picked and would be delivered today. This morning my stove arrived and a flimsy little piece of metal that was way too small to be called a retaining plate. No gloves, no flue pipe and no carbon monoxide detector. Thanks to Rotherham fireplace centre I was able to complete my job today, they were really in their game. I wouldn't touch direct stoves again, absolutely rubbish”

Helpful Report

Posted 2 years ago

“Customer service is shocking, two items missing from my delivery, I have phoned and left a message with their answering service and had no reply !! I have also emailed customer service and again had no reply !! Then I get sent an invite to review….. so here we are !!”

Helpful Report

Posted 2 years ago

Dear Lee, We apologise if you have had difficulty getting through to our Customer Service Team. Demand for our products and services is at an all-time high in the current climate, and we are taking longer to get back to customers than we normally do. We appreciate customer's patience whilst we get through the backlog. That said, on this occasion, we received the message regarding the missing part on the 12th October and dispatched the items on the following day. Hopefully, you should have those by now and are sorry these were missing in the first place. Kind regards, The Direct Stoves Team

Posted 2 years ago

“Minimal customer service,no way to contact seller, all communication via third party services who dont follow through, live chat is a robot. Companys attitude, place your order, pay, we pass delivery to third party now sod off we are done.”

Helpful Report

Posted 2 years ago

“Had trouble, actually getting someone to take my order for the stove. Had to ring up 3 times for someone to take my money, in the end I was just about to cancel the order thought I'd give it one more try, and I was successful. I was told the stove would be delivered on Monday the 3rd of October, waiting in all day only to be told at the last minute, it wouldn't be delivered until the 5th of October, so another day off from work it arrived at 16:00 that day. I wouldn't recommend this company at all if you shop around you can get the stove cheaper very bad service they don't deserve to be in business.”

Helpful Report

Posted 2 years ago

Hi Mr James, We apologise that our delivery company made an error which delayed a select number of deliveries being made on time, yours being one of them. We are extremely sorry that this happened. As you can see from the hundreds of positive reviews, this is not the normal service we are renown for We appreciate the patience you have shown, understand your frustration and have taken steps to mitigate this happening again. Regards, The Direct Stoves Team

Posted 2 years ago

“Terrible customer service when I needed help to find out why my log burner wasn’t delivered on the day it was supposed to be, after waiting in all day and booking a days holiday off from work. Multiple calls not replied to,6 plus messages left to call centre. I eventually spoke to someone in the showroom when I called as a new purchaser who said it was definitely being delivered on the day set, it didn’t arrive.Very disappointing! Then I receive a text message the following day to tell me item will be delivered in the next 20 mins when nobody was at home! Poor show whether it’s an issue with the delivery team or not I was your customer Direct Stoves!”

Helpful Report

Posted 2 years ago

Hi Jodie, We apologise that our delivery company made an error which delayed a select number of deliveries being made on time, yours being one of them. We are extremely sorry that this happened and acknowledge we could have handled this better from our side. As you can see from the hundreds of positive reviews, this is not the normal service we are renown for We appreciate the patience you have shown, understand your frustration and have taken steps to mitigate this happening again. Regards, The Direct Stoves Team

Posted 2 years ago

“Hi, stove still not received, my girlfriend booked a day off work to accept delivery to only be told at 4.30pm it wasn't coming. I would like reimbursement for the lost holiday day.”

Helpful Report

Posted 2 years ago

“Good price and well made stoves, unfortunately the costumer service team seems overwhelmed by the number of orders. I was pushed along between the sales and dispatch team without anyone really knowing what to do with my order as the product was out of stock. In the end I got upgraded to a better stoves so very happy with that. But then the stove was delivered - no email notification prior to delivery. I had a phone call by the delivery company who is an independent contractor asking me if they can deliver on Monday. I came home on Friday night and the stove stood in front of my house with the paper work on top. I haven't checked the condition of the stove yet, but at the moment I am just happy that I got something delivered which seems to be my order.”

Helpful Report

Posted 2 years ago

“From getting the wrong delivery. Then having to wait for a part, that wasn't in stock as esso are not making them. No customer service,had to keep phoning to chase up the part. In the end had to put a bend in instead. Very disappointed would have ordered a different boiler if known.”

Helpful Report

Posted 2 years ago

“never again bad communication and service and I'm still waiting for my money”

Helpful Report

Posted 2 years ago

“I ordered a duel fuel stove and a flue liner. Stove turned up on time but flue liner should’ve come on the same day but different delivery driver (never turned up). After numerous calls about flue liner it eventually had to be ordered again as couldn’t trace 1st one. Flue liner eventually arrived on the 27/09/2022 instead of 16/09/2022. The delivery driver who delivered stove was absolutely excellent!!!!”

Helpful Report

Posted 2 years ago

“Unable to contact Direct Stoves, rang multiple times and left multiple messages. Had questions to ask regarding purchase however I was never rang back, very poor service. Took a chance and ordered stove which turned up when they said it would, awaiting installation now.”

Helpful Report

Posted 2 years ago

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	4.7 out of 5

Direct Stoves Reviews