Direct Stoves Reviews

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

4.5 Rating 1,738 Reviews

87 %

of reviewers recommend Direct Stoves

4.5

Based on 1,738 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	4.7 out of 5

Direct Stoves 5 star review on 18th December 2025

236

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 3 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 3 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 3 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 3 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 3 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.”

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Posted 3 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.”

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Posted 3 years ago

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

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Posted 3 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 3 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.”

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Posted 3 years ago

“Poor communication, website said 3 days delivery, 1 week later I had to call them, they were unable to tell me how long it would take to arrive, eventually got it over 2 weeks later.”

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Posted 3 years ago

“One star because of nonexistent after-sales service. Defective product supplied and 2 emails ignored. Resulting in a dissatisfied customer.”

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Posted 3 years ago

“Delivery didn’t come. Took me 4 days and various phone calls for them to finally admit they’d oversold the product and were out of stock. Why someone couldn’t have done this on the delivery day I don’t know. Appalling customer service”

Helpful Report

Posted 3 years ago

“If there are no issues then I’m sure Direct Stoves are fine . However they sent me the incorrect product due to a mislabelling, mistakes happen. However instead of dealing with it Direct Stoves just tried to pass the blame onto the manufacturer’s, they were also very rude on the phone and didn’t respond to emails . One member of the customer service team was helpful and sorted the issue out, thanks Jonathan the rest of your department should follow your example. They also tried to pick up the incorrect product from my home without telling me , therefore the courier had a wasted journey . Really shocking customer service . The product itself (Burley) is first class and excellent quality.”

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Posted 3 years ago

“Purchased a stove and when it was installed, the engineer discovered there were parts missing. After several calls to customer service and being cut off, I finally managed to speak to someone who said he was taking messages. He said someone would call me back. That was 5 days ago. Now I’m left with an installed stove that I can’t use, and the evenings are already starting to chilly. I’m not impressed”

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Posted 3 years ago

“Not at all impressed with the service, log burner arrived with smashed glass! Came a day early, having already organised a day off (temp - no work = no pay). Glass was smashed, got in touch and told it is very common for this to happen - why not put extra glass in ? New item arrived, again, not advised when it was going to come so we could take time off, arrived home in the pouring rain, box sitting on doorstep soaked! Now, we are expected to fit it, which isn't really our job, told it's very easy to do. Great - can you come and do it for us then, we paid for a complete item, received one that is damaged! Like buying a pair of shoes, finding the heel has snapped and being told to go to Timpsons and get it re-heeled and send them the bill. Communication has been horrendous/very rude, would not recommend at all.”

Helpful Report

Posted 3 years ago

“DON'T RISK IT. Ordered a stove and liner pack and what a shambles the delivery process was the outset. First they changed my chosen date after I had called to check all was okay and they said it was. Then it didn't arrive and they didn't know where it was. Then they said they'd deliver DPD on Saturday but couldn't promise it would be there! I therfore cancelled my order but it took nearly two weeks to get my money back. I doubt that this company has any actual stock and is using a third party supplier over who they have little control. So BEWARE you may also have a long delay and be messed around if you place an order.”

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Posted 3 years ago

“You advised me originally it was a stock item, you then advised me it wasn’t and it would take 5-7 days? I am still waiting for you to deliver? Very poor service!!”

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Posted 3 years ago

“Stove did not come on delivery date. New date agreed, still no stove. Difficult to contact - always got message service and then no one followed up. Very disappointed with direct stoves.”

Helpful Report

Posted 3 years ago

“Sent the wrong colour chamber probably trying to get me to make do! Absolutely disgraceful”

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Posted 3 years ago

“We have still not received our bbq. I waited home all day Friday and finally had a call at 5.45 from the driver saying his truck was too big – this was annoying, especially as it was an articulated truck in a built-up village area. Anyway, we agreed that it would be re-delivered today, Monday on the smaller truck. I waited in all day today and received a call at 5pm saying the driver was at the end of the road, so could i go out and show him in. I did this to find he was in exactly the same truck as on Friday, so he could not deliver…again. I now have no idea what is happening. I appreciate this may be an independent distributor, but I bought the product from you, so can you please take this in hand and let me know what is happening. Russ”

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Posted 3 years ago

“Not delivered into house very very heavy left outside on a pallet.”

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Posted 3 years ago

Hi Helen Sorry you weren't happy with the delivery service. We do offer a 2 man service but you choose the 1 man service and a selected delivery date.

Posted 3 years ago

Direct Stoves is rated 4.5 based on 1,738 reviews