Direct Stoves Reviews

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

4.5 Rating 1,633 Reviews

88 %

of reviewers recommend Direct Stoves

4.5

Based on 1,633 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 25th May 2025

212

Anonymous

Anonymous // 01/01/2019

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

“Still waiting for stove. On website said 3 - 5 working days delivery. Hadn't heard anything a fortnight later contacted them only to be told going to be a delay and going to be another 3- 5 working from 24th oct. We where not notified until we comtacted them, we could have cancelled order and gone with another firm. So annoying when have builders booked in to do work and no stove to install!”

Helpful Report

Posted 2 years ago

“Good prices and great stove. Some additional ordered parts never arrived and customer service is poor. Still waiting for a call back to resolve the issue.”

Helpful Report

Posted 2 years ago

“I'd love to leave a review, but my fire hasn't arrived. I had a call from the delivery agent to say it was delayed by a week because you didn't pick it on time for them to collect. It is now due on 18 October and had better arrive because my fitters are coming on 19th.”

Helpful Report

Posted 2 years ago

“Poor customer services, 2 failed orders, no notifications or communication about lack of stock even after telephone call with staff. No reply to queries via telephone or email. Stove arrived and is nice but a stressful process with little assistance from staff.”

Helpful Report

Posted 2 years ago

“I ordered my stove which came with a flue installation kit with a specified delivery date around two weeks from the date of order. I thought that would be enough notice. I didn’t get any notification of dispatch. On the day of delivery, I had to chase them directly to find out when the consignment was arriving, only to be told that it wasn’t arriving at all and had to be rescheduled for The following week. No prior notification of this. I had to re-organise my life to accept the delivery the following week, in time for the fitters to arrive. The stove arrived, but no flue kit. Again, note notification that this would not be delivered. My fitters will supply a flue kit but at cost. It would appear that the Direct Stoves will not recompense me either for my inconvenience, or for the item that they have failed to deliver which I will have to find elsewhere. You cannot contact customer services by phone… they use an external messaging service which does not result in anybody calling you back. The stove I eventually received is as ordered and is good. Everything else…. pretty disappointing.”

Helpful Report

Posted 2 years ago

Hi Oliver, 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 missing flue kit. 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. A member of our team has been in touch with regard to the service you have received and to resolve the issue with the missing kit. Regards, The Direct Stoves Team

Posted 2 years ago

“Stove never arrived on date promised lost in transit. I hope I get one soon as paid money up front no compensation offered .dissopointed John marfell”

Helpful Report

Posted 2 years ago

Hi John, Having looked at your order, we can see that our team have been in touch and have advised that you should be taking delivery late October. We apologise for the delay and appreciate your patience in the meantime. Kind regards, The Direct Stoves Team

Posted 2 years ago

“The wrong liner was sent. The promised refund has not been received and emails are not being answered or are being ignored.”

Helpful Report

Posted 2 years ago

“Order received in time but was left on the drive. Box had large hole on top and looked as if it had been dropped in transit. When we unpacked the stove we discovered the glass has been shattered. Poor customer service on phone. Was informed a replacement wasn’t worth it as the glass could break again. Accepted we should replace the glass and claim under guarantee if we found the stove was faulty. Still waiting on replacement glass despite requesting this urgently on Friday 30 September!”

Helpful Report

Posted 2 years ago

“Goods received in good time, one package received damaged after several calls and emails no reply and a week gone by!! Poor customer service”

Helpful Report

Posted 2 years ago

“I had a fairly mixed experience dealing with direct stoves. All in all, the stove eventually arrived but without the flue fixings which have been sent as a gesture of good will.”

Helpful Report

Posted 2 years ago

“The purchase itself was easy and effective but the delivery left a lot to be desired as the stove was left out in the middle of the street for a day.”

Helpful Report

Posted 2 years ago

“I cannot really say anything at this time as still waiting fir my order as it is out of stock. I feel before I paid I should have been told this .so I could have had a choice weather to go ahead or shop elsewhere. Now I have to wait till October over 6 weeks .”

Helpful Report

Posted 2 years ago

“I recently brought myself a stove and twin wall flue kit from Direct Stoves. Firstly i found it near impossible to get to talk to anyone about the products before ordering, i did just order online in the end and am happy with the stove. However, the black twin wall flue kit i ordered has been a problem. It says on the kit page "This flue kit is approx. 2.5 metres from the top of the oven, if you require a taller flue pipe please choose Flue Pipe Extension Options when ordering"...........I chose a 1 meter flue extension. However when i got the order it came as a single flue stainless steel pipe. I have spoken to customer services on the phone who dont seem to know anything about the product and cant help me. I did get an email from customer services as well saying that i had received the correct flue (even though i ordered a twin wall, and the extension i received was a single wall)”

Helpful Report

Posted 2 years ago

“Ordered a stove and a flexible flue liner, easy to use website and great to be able to choose a day. Received confirmation of the delivery date, waited in all day but the order never turned up. When we queried this we were told due to a shortage of delivery drivers it would turn up the following day. After waiting in all morning we phoned to find out what was happening, at this point they informed us that the stove we had ordered and been advised was in stock was in fact out of stock. The gentleman my husband spoke to offered us a more expensive stove but at the same price which we accepted. Another day of waiting in and the stove arrive but without the flue liner, another phone call and the flue liner arrived the next day. That was 4 days of waiting for goods to be delivered, we never received a message to say the items were on their way and when they could be expected like most delivery companies do. I feel their delivery company lets them down.”

Helpful Report

Posted 2 years ago

“After reading the instructions I tried to slide the cartridge (imitation coals and electrics) into the chassis. It refused to go all the way down. I contacted Direct Stoves and they got back to me and said they would ask their technicians for advice. I'm still waiting for the call 10 days on! I decided to dismantle the chassis myself. The problem was that the four legs retaining bolts and nuts had washers that were too big. The cartridge just sat on top of the washers. After cutting a section from the four washers, the cartridge fitted. Surely, quality control at the factory would have seen this? I wonder how many others have had this problem. Not Direct Stoves fault but they should have come back to me with a solution.”

Helpful Report

Posted 2 years ago

“Ordered a multi fuel insert on the 7th August,received an email on the 10th saying that they have damaged it in the warehouse prior to delivery. Salesperson offered me £30 compensation which I accepted. Two weeks later still haven’t received the £30 and no idea when I’m going to get the stove. Happy to take the money but not follow up on their word.”

Helpful Report

Posted 2 years ago

“Delighted with the fire but the service from Direct Stoves was below standard. My installer is still waiting for answers to question he raised regarding installation, sizes etc. Before we purchased the fire we wanted to confirm some of the sizes. Direct Stoves never bothered to give us answers, after emailing and telephoning.”

Helpful Report

Posted 2 years ago

“A mixed bag, but ultimately poor service. The online store was very good and easy. Have spent nearly £2000 though that's where things went wrong. We arranged for delivery of the fire to be on a Friday when the builders were available to lift the fireplace into our house. That's because delivery teams do not deliver beyond a curb stone apparently. Instead they leave it for my partner to lift the stove, at double her weight and with a herniated disc in her back rather than assist. Easily avoided if delivered on the agreed date, only it was delivered and abandoned a day early. She was left to lift it herself as I'm away for 2 months on business. Appalling service. She is now in considerable pain and we were not even consulted about the change to the delivery date. Extremely unhappy.”

Helpful Report

Posted 3 years ago

Hi Matthew I'm very sorry if the delivery arrived a day early. Had you partner called us to advise the stove had turned up early we would've advise her to reject the delivery and we would've had the haulage company come back on the arranged delivery date.

Posted 3 years ago

“I ordered a Broseley Stove and found the outer body didn’t fit and that one of the bolt/nut that secures the feet was defective. I am still awaiting a resolution in that the manufacturer is to send out a replacement outer body stove. I would have preferred that the whole entire stove returned and a complete new one sent or reimbursed me completely. I also sent photos of the defective part. Who is to say that this new body unit will fit the existing electric fire unit. It is now 14 days since I placed the order. I’m told today that it will be another week before Direct Stoves receive the replacement part and that it will a few more days after that before it reaches me. To say that I am an unhappy customer is an understatement.”

Helpful Report

Posted 3 years ago

“Still waiting for the flue parts.”

Helpful Report

Posted 3 years ago

Direct Stoves is rated 4.5 based on 1,633 reviews