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

“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

“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

“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.”

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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

“Order has not arrived and is now a few weeks late.”

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Posted 2 years ago

Hi Daniel, Thanks for your review. We were sorry to hear of the issue affecting your order. I can see from notes on your order that this now been arranged for dispatch with our third-party haulage team, and can only apologise on their behalf for the delay. We do advise that if there are any concerns regarding delivery, including anything relating to delays, it is best to let our dispatch team know ASAP so that we can advise as needed. Regardless, please do let us know if we can offer any further assistance, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I would never buy from Direct Stoves again or recommend them to anyone. As soon as they have your order they don't care. They sent me the wrong stove, promised me someone would come and collect it. I stayed home from work and they delivery never showed up. I had to take a other day off and the company would not enter my house to help me move a 160kg cast iron stove. I had to pay a local builder to move it for me. I complained twice and have never had a response. Avoid at all costs”

Helpful Report

Posted 2 years ago

Hi Daniel, Thanks for your feedback. We're sorry to hear that you were unsatisfied with your experience in ordering with Direct Stoves. We work closely alongside our delivery partners to try and make sure that all orders are fulfilled to the best of our ability, and can only apologise for the issues experienced. If you are still in need of advice or assistance with this order, we would recommend contacting CustomerService@directstoves.com at your earliest convenience. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Cant fault the company, only very disappointed with the delivery company that they use and the driver, dumped my delivery on the street and said I'm not helping you, your own then left me to struggle to get the stove in safely up my 4 steps into my house if i was an old or weaker person could you imagine?”

Helpful Report

Posted 2 years ago

Hi Lee, Thanks for your review. It's great to hear that you found the service received from Direct Stoves to be faultless, though we're sorry to hear of the issues experienced with the delivery. As per the delivery information on our website: "The drivers are contracted to deliver the item to your property and must use a pallet truck to lift/move the goods which are normally quite heavy and can be up to 1mtr wide (occasionally larger). If they cannot operate the pallet truck safely due to gravel/stone drives, steps, or slopes as examples they will only be able to leave the item at the first available access point. They will try to assist as best they can but can only stay at each property for a limited period. They cannot bring the goods inside your house and will leave the goods with you on the delivery pallet." We do offer a premium two-man delivery service at checkout, which allows for the courier to bring the item into a room of the customer's choosing. As this was not selected the driver would only have been able to bring your stove as far as the front door for safety reasons. We hope that this information helps. If you happen to need help or advice regarding delivery on any future orders, please don't hesitate to get in touch so we can advise, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“This was a very disappointing experience, The sales girl said I had to email her with the deIivery address she would not take it over the phone and she guaranteed it would be noted. This did not happen, a delivery date was agreed but the order was put on hold and not actioned until I telephoned and complained, I was then assured that delivery would be on a certain day so I got people in to fit the stove. It did not appear until a week later. I was given a small amount in compensation. appalling service I will not be using you again.”

Helpful Report

Posted 2 years ago

Hi David, We hope this message finds you well. We would like to extend our sincerest apologies for the disappointing experience you encountered during your recent interaction with us. Your feedback is invaluable, and we deeply regret the inconvenience caused due to the breakdown in communication surrounding your order. We understand that the miscommunication regarding the delivery address and subsequent delays in processing your order led to frustration and inconvenience on your part. Please know that this situation does not reflect the level of service we strive to provide to our valued customers. The delay in processing your order and the subsequent confusion regarding the delivery date are indeed regrettable instances that we deeply apologise for. Once again, please accept our heartfelt apologies for the inconvenience you've faced. Warm regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Still not received my order , 1 month late & still waiting for delivery of my stove the stock position is inaccurate which is only made clear once you have paid, feel mislead & the poor communication hasnt helped, buyer beware !”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We’re sorry to hear about your experience and that we didn’t meet the level of service that we aim for at Direct Stoves. Looking at your order, we can see that this was placed over the phone with a sales representative and that we advised at the time that we were expecting stock in mid February. We appreciate that we then experienced some issues in terms of receipt of stock for this particular model, which meant a delay to the lead time. We apologise for the inconvenience that this may have caused. We can also see that our colleagues in the dispatch team contacted you on the 8/3/23 with an update. If there is anything else that we can do to assist then we'd encourage you to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“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.”

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Posted 3 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!!!!!!!!!!!!!!”

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Posted 3 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.”

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Posted 3 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 3 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 3 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.”

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Posted 3 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 3 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 3 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.”

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Posted 3 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”

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Posted 3 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”

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Posted 3 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 3 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 3 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 3 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