Direct Stoves Reviews

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

4.5 Rating 1,675 Reviews

88 %

of reviewers recommend Direct Stoves

4.5

Based on 1,675 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 86%
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 13th September 2025

John Pawlik

Direct Stoves 5 star review on 12th September 2025

Sharon

Gillian Bhaskar

Direct Stoves 5 star review on 30th August 2025

Sharon

227

Anonymous

Anonymous // 01/01/2019

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

“I purchased a multi fuel stove which was at a good price and arrived in a short time. However it has arrived with several marks on the stove and the glass was smashed -although packing was I damaged -so I presume it was packed in this condition. I have been sent a new glass and some spray paint for the stove but no notice of who is to carry out the repairs -so I presume it will be at my cost Very poor email reply from company -customer service needs a large improvement”

Helpful Report

Posted 2 years ago

Hi Ian, Thanks for your feedback. We were sorry to hear of the issue experienced with your stove in question. We can see from notes on the order that our customer service team took steps to resolve the problem as soon as we were made aware of this; on this occasion, the quickest means of resolution was for the manufacturer to provide replacement parts. This said, we apologise for any inconvenience and we're sorry to hear that you were not 100% satisfied with the customer service received. If you are still in need of advice on fitting the replacements, we'd urge you to give us a call so that we can assist. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I ordered a Go Eco Bakechef. The first arrived badly damaged having apparently been dropped heavily in transit. It stayed on the lorry and went back. The second stove arrived four days later. It too had been damaged in transit albeit to a lesser extent than the first. I currently await replacement parts to fit myself. The root cause appeared to be the method used to mount the product on a weak pallet type in both instances. The price was competitive and the follow up almost but not quite there. I usually make a point of recognising good service but here I need to call it as experienced.”

Helpful Report

Posted 2 years ago

Hi Gary, Thanks for your review. We were sorry to hear of the issues experienced with the stoves following delivery through our shipping partners. As you quite rightly mention, our customer service team has been coordinating with the supplier as well as the courier, both to provide feedback and to source replacement fire bricks to resolve the most recent issue. Customer service will be in contact ASAP to make further arrangements. Regardless, we appreciate your having contacted us to make us aware of the problems experienced. Please do let us know if we can advise further in the meantime, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Good stove, terrible delivery service. One very rude monosyllabic guy arrived with very heave 200kg+ stove and left it “kerbside” on a pallet about 50ft from our door. Used his pallet truck to get it there but would not take it any further. My wife couldn’t move it, left there for 3 hours until other family members got home from work then spent ages in dark taking pallet apart to get at it and then 5 of us to carry it into house”

Helpful Report

Posted 2 years ago

Hi Stephen, Thank you for your feedback. We're pleased to hear that you've been impressed with the stove received, but we are also sorry to hear that you have had a bad experience with our delivery partner. As part of the one man delivery service that we offer, the driver should transport the pallet as close to the property as is safe and possible, providing level ground with no steep slopes or gravel driveways. This would be due to the weight and size of many items. Had we been contacted at the time, our dispatch team would have spoken to our delivery partner to ask that the driver return and move the pallet closer to the property. As a matter of future reference, our dispatch team can be contacted on 0161 516 4104 option 2 or by email through dispatch@direct-fireplaces.com if there are any problems with a delivery that need addressing. Regardless, thanks again for your order and for your review. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Ordered a new stove in October got told it wouldn’t be delivered until march so was told if we paid another £400 extra we could have this particular stove delivered straight away so we did the stove arrived ok but no gloss enamel flu so we were sold an incomplete stove and we are still waiting for the company to get the flu pipe I sent them an email without reply my wife rang them twice but they blamed the supplier and didn’t know when they could get the flu pipe so we are in limbo not very happy with the service”

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Posted 2 years ago

“The positives are that the stove I ordered (Loughrigg) seems to be pretty good quality for the price and the packing of it was very secure, meaning it finally arrived in top condition. The main issue was with the delivery. The courier called the day it was meant to be here to stress that it wasn't Direct Stoves' fault but they didn't load it on a truck, so it was still in a depot in the North West. They tried to make delivery a fortnight later, which I couldn't accept as I'd be on holiday. So they arranged for it to be on the morning of the day I was leaving for the airport - the short version of the story is that in the end I was waiting on the driveway with the kids and car packed, waiting for them to show up 5h later than they promised, which was already 10 days later than expected). It was literally dumped in the garage and then we left for our holiday more In short, the product is OK, but the delivery experience was terrible.”

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Posted 2 years ago

“Have made contact 4 times to arrange a swap out for a wrongly delivered item. Still no luck getting this sorted. Frustrated”

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Posted 2 years ago

“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!”

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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.”

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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.”

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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!”

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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”

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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.”

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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.”

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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 .”

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Posted 3 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)”

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Posted 3 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.”

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Posted 3 years ago

Direct Stoves is rated 4.5 based on 1,675 reviews