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

“Customer service before I purchased the fire was faultless. Item needed returning , I couldn't speak to a person. Had to send pictures in of the fire. When they finally accepted I could return the fire I'm still waiting on a refund. I will never buy from this company again”

Helpful Report

Posted 1 year ago

Hi Anne, Thank you for your feedback. We are sorry for any inconvenience regarding the returns process. We can see that our Returns team had in fact contacted you to discuss the reason for the return and that a collection was booked in with a courier within two days of your request being received. As we're sure you can appreciate, our returns team does have to await receipt of the goods before we can process a refund. Notes on your order indicate that the item was received back to us at the end of last week and a refund then processed on the 16/9/24, so this was processed ASAP once in our warehouse. Refund times insofar as the funds appearing via the original payment method are then ultimately dependent upon the account provider and so beyond our control. Regardless, we are sorry for any disappointment. If there is anything else with which we can assist then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Poor communication regarding when the item would be in stock and delivered. Driver then got lorry stuck trying to deliver, despite being advised to phone to get correct route, Direct Stoves then said a £40 re delivery fee would be due!! They did waive this but , it really shouldn’t have been this difficult.”

Helpful Report

Posted 1 year ago

Hi, Thank you for your review. We were sorry to hear of the issue experienced with the delivery. We do aim to pass on any relevant information to our delivery partners, in order to ensure the best possible service. Unfortunately, we cannot always 100% guarantee adherence to delivery instructions because it is a third-party courier service and there may be extenuating factors. Because we had record of your having passed on delivery instructions, our Dispatch team agreed to waive any redelivery charges and we can see that the new delivery was booked accordingly for the following day. With this said, we are sorry for any inconvenience and trust that you are happy with your new appliance now that it has been received. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Disapointing”

Helpful Report

Posted 1 year ago

Hi John, Thanks for your order and for your review. We're sorry to hear of any disappointment. If there is anything that we can do, please don't hesitate to email customerservice@directstoves.com with your query and order details. Our team will be happy to offer any assistance that might be needed. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Not happy with the purchase I believed it was a Banff Wi-Fi enabled e- Smart fire. After numerous calls and mails I was advised to go direct to your supplier to ask this basic question. Needless to say not feeling a valued customer having paid £784. Kind regards Keith Fletcher 07850760305”

Helpful Report

Posted 1 year ago

Hi Keith, Thanks again for your review. We're sorry for any inconvenience regarding your query. Notes on your order indicate that our team had sent across both printable instructions and a video link which would demonstrate how to set up the e-Smart app for this appliance. The link below should also do the same: https://evonicfires.co.uk/wp-content/uploads/2024/05/New-Stoves-Manual-2024-V2.pdf . Ultimately, and as per the contact information in their instructions manual, the supplier does recommend contacting them directly for any troubleshooting regarding the app or remote. This is so that they can identify any more unusual problems and give expert advice. This said, do let us know if there is anything else with which we can assist. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Incomplete item delivered and numerous attempts to deliver missing items never received the correct missing items. Very very poor service.”

Helpful Report

Posted 1 year ago

Hi John, Thank you for your review. We were sorry to hear of the issues experienced with this order, and that some of the parts received from the supplier were incorrect. We can see that our team has been in contact with the supplier and has made further arrangements to rectify the problem. This said, we do appreciate the inconvenience caused and if we can offer any further advice or assistance in the meantime then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I had paid in full for my woodburner , and arranged delivery but it did not arrive ! I rang your dispatch dept and was told to wait until 6 pm , yet still nothing. I was told I would get a call to let me know if it would be am or pm but again no call. So I would either like my stove to be delivered or a full refund. Very unhappy.”

Helpful Report

Posted 1 year ago

Hi Nicola, Thank you for your review. We are sorry to hear of the issue experienced with delivery. As our colleagues in the Dispatch team will have advised, deliveries via the free one-man service are generally between 09:00-18:00. It would have been entirely possible (at the time that you called) that the pallet would have been due for a slot later in the day. While our delivery partner will have aimed to deliver on the date requested, and while issues on the part of our delivery partners are thankfully very rare, delays can and do happen on occasion. We do appreciate the inconvenience caused and have requested that the Dispatch team contact you ASAP following the bank holiday weekend to make further arrangements. This said, if we can offer any further advice or assistance in the meantime then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“we purchased and had the fire fitted last year everything ok there, when we come to use it near christmas had faults been phoning and emailing since then still waiting for response now a friend asked about your fires told them not to bother the aftersales is rubbish”

Helpful Report

Posted 1 year ago

Hi Diane, Thank you for your review. We are sorry to hear of the issue experienced and that you are still awaiting a resolution. So that we can look into this matter and address this further, could we ask for an image demonstrating the problem along with your order details to customerservice@directstoves.com? We will then be able to raise this with the supplier and try and bring about a resolution ASAP. Regardless, our apologies again for any inconvenience and for any disappointment. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Bought a stove and some long legs. Website said legs will take bit longer (up to 14 days). No problem. Stove arrived. Had phonecall to say call us to arrange delivery of legs. Then an email saying your full order is complete. I wasn’t clear whether stove legs arrived yet (not on site). They hadn’t. Called the number. “Yes we have the legs sir” “Oh right sorry I was a bit confused as had an email saying my order is complete/concluded. I need them asap as it’s been a fair while now and I have an installer coming Friday who’s hard to get hold of” “No problem sir we’ll get them out with our courier and they’ll arrive either tomorrow (Wed) or Thurs latest” They hadn’t arrived by Thursday mid afternoon so ai rang them. “ Sorry we don’t have those. They have to be ordered in.” “But your colleague said he was sending them out“ “No there’s been an error getting them from the supplier. We don’t have them. We’ve ordered them though. They might arrive with us next week hopefully then we can arrange a delivery date.” “But I have an installer booked tomorrow” “Sorry sir”. “Why did your colleague say it was all sorted for this week?” Asked for manager, put on hold, gave up when no one picked up. They didn’t seem to think it was a problem to have advertised something in a set timeframe, verbally assure you it’s “just around the corner” and then when you chase it suddenly discover (they didn’t seem to know themselves that they didn’t have it) they’ve never even ordered it. If they’d acted as if this was poor service/worked to expedite it etc I would have accepted as a one-off. I can’t recommend them and they seemed very laid back/used to these timeframes. Still not got the legs.”

Helpful Report

Posted 1 year ago

Hi, Thank you for your review. We were sorry to hear of the issue experienced with part of your order. Unfortunately, there appears to have been a delay in receiving the optional legs for this model into stock from the supplier. We appreciate that there was some initial confusion on the part of our warehouse team relating to delivery scheduling, given that we had expected but not yet received the legs into stock at that time; we can only apologise for this confusion. Regarding delivery lead times, while we make every effort to fulfil orders as per projections and while delays are rare, they can and do happen on occasion. These are often as a result of factors beyond the control of our dispatch team and as a result we seldom recommend booking installers before any goods have been received into stock, to save potential disappointment. Please be assured that we do understand your frustration and that our Dispatch team will be in contact as soon as we have further information regarding delivery. Regardless, we are sorry that you have not been 100% satisfied with your experience in ordering with us and we appreciate your feedback. If you have any concerns or queries in the meantime, don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I received a faulty product, glass window cracked straight of the packaging. They will not discuss over the phone but have not responded to my email for nearly over 2 weeks. I was also given incorrect information prior to purchasing.”

Helpful Report

Posted 1 year ago

Hi Ann, Thank you for your review. We were sorry to hear of the issue experienced with this order. We can see that our customer service team had contacted the supplier at the point that this was reported to us. Given that you have yet to receive a response, they have agreed to chase this up with the supplier in order to try and achieve a resolution as soon as they possibly can. If you have any other queries in the meantime then please don't hesitate to let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“We sent the exact measurements and model details to be sent the completely wrong sized glass and had to return it and wait for a refund. When we enquired what the problem was we were told you didn’t supply that sized glass! Why didn’t you tell us in first place. Disappointed with the ordering and delivery process.”

Helpful Report

Posted 1 year ago

Hi Keith, Thank you for your review. We were sorry to hear of the issue experienced. The problem on this occasion appears to have been that the manufacturer has discontinued spare parts for the specific model of stove. The piece of glass that was dispatched was for a more recent version of the same product line; this is not something of which our team was made aware ahead of time and we can only apologise for the inconvenience. We can see that as soon as our Dispatch team was made aware of the problem, they made arrangements to have the glass collected. This order has also been processed for a refund in full. Regardless, we do understand your disappointment. If we can offer any other advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year 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”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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.”

Helpful Report

Posted 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year ago

“I have not received it yet so it is too early to ask.”

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Posted 1 year ago

“Disappointed the door does not open there was no coal so no choice of logs or coal.the handle doesn't fit properly”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We are sorry to hear that you are disappointed with the stove received. The electric stove that you have chosen is not designed with interchangeable fuel beds or open door adjustment. Our sales team would have advised as much if these had been registered with us as requirements before purchase, and would have been happy to recommend alternatives. Regarding the issue with the handle, we would perhaps recommend contacting customerservice@directstoves.com with your order details so that we can investigate further. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Still waiting on an update on delivery i have emailed twice requedting an update”

Helpful Report

Posted 2 years ago

Hi Susan, Thanks very much for your review. We are sorry to hear of the issue experienced with this order. We can see that you opted for the two-man delivery option at checkout, which does come with an extended lead time; this would be due to the requirement to ship goods to our main warehouse and then arrange a two-man courier from there. At this time of year, there is very high demand for delivery services and unfortunately this has meant to delays in some instances. I can see that our Dispatch team has been in correspondence with both yourself and our delivery partner to try and get this resolved ASAP. This said, we are sorry for any inconvenience and would suggest contacting our dispatch team via 0161 516 0875 (option 2) or email dispatch@direct-fireplaces.com if you need any further advice in the meantime. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Ordered a stove recently, parts were missing from order which were sent to me promptly. Now have a problem with paint peeling from top of stove, contacted customer services two weeks ago without reply. Very disappointing”

Helpful Report

Posted 2 years ago

Hi James, Thank you for your review. We are sorry to hear of the issues experienced with this order. It's good to hear that the missing parts were arranged promptly by our Dispatch team, and we're sorry for the delay in terms of a further response. To ensure that your query has been received to the correct email and that this is responded to ASAP, can we ask that you resend some images and your order details to customerservice@directstoves.com? Our Customer Service team will be able to look into this further and then coordinate with the supplier in order to find a resolution, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I ordered this online on the Thursday and it gave the option for Monday delivery. I took a day off work to receive this, however it didn’t arrive. Customer services advised it would be delivered Friday instead. It didn’t arrive on the Friday and no one could tell me the delivery date until Monday, when I was told it would not arrive until Thursday. So 2 weeks to get a delivery to the Isle of Skye is appalling! Customer services tried to tell me Skye is like Northern.We hadn’t booked the stove fitter, however we have now missed the opportunity to have it fitted before Christmas due to taking 2 weeks! Not happy with customer services at all and would not recommend them.”

Helpful Report

Posted 2 years ago

Hi Kevin, Thanks for your review. We were sorry to hear of the issues experienced with the delivery of this order. While our Dispatch team makes every effort to ensure that deliveries take place on the date requested at checkout, we are unable to make 100% guarantees due to the potential for unforeseen delays outside of our control. Unfortunately, regions such as the Isle of Skye, Scottish Highlands etc. are sometimes more susceptible to short-term delay because of transportation times between depots, especially at this time of year with the very high seasonal demand upon services. This being said, we do appreciate the inconvenience. Please do let us know if we can offer any other advice or assistance, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Ordered stove and flu but couldn't get flu bends I was told a member of staff would ring back but never did awful service”

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