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

“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.”

Helpful Report

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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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

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