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

“Delivery driver left on road outside house, unless you pay extra for two people then it’s just dumped in kerb side. After three weeks of use the bricks inside have cracked and customer service didn’t give a ****. Apparently it’s common, I won’t be buying or directing anyone to use you your services.”

Helpful Report

Posted 2 years ago

Hi Tom, Thank you for your review. We are sorry to hear that you are not 100% satisfied with the order in question. As per the delivery information on our website regarding the free one-man service: "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 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. As you may be aware, we do offer a two-man delivery option at checkout that would have enabled delivery into a room of your choosing. In terms of the fire bricks, these are designed to line and protect the body of the stove, and fluctuation in temperature as these heat up and cool down do cause cracks to develop over time. This is entirely normal and the rate at which cracking occurs is entirely dependent upon the type of fuel used, regularity of use, overfiring, etc. As a result, these are considered consumable parts by the manufacturer and not covered under warranty. You can source replacements from online spares retailers if need be but these only usually need replacing if the cracks are significant in size or the fire bricks start coming apart. This being said, if we can offer any other advice or assistance then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Really happy with the product unfortunately the customer service wasn't up to standard. Great when ordering but when the delivery wasn't able to be delivered on the original day there was an email sent to me but due to my work restrictions, I didn't get it till late the night before delivery. Due to that the item was not sent out for delivery. This was a delay from Thursday the original delivery day ,to Friday, which because I never replied in time, didn't take place. Finally got the beam Monday. I had to call to inquire where the beam was on the Saturday as there was no communication. When I called Monday to ask if there was any chance of compensation due to the delay and our builder not being available for the foreseeable future, I was told that it wasn't their fault but mine for not replying to the email they sent me NOT WHAT I WANTED TO HEAR!!!!”

Helpful Report

Posted 2 years ago

Hi Elaine, Thank you for your review. We were sorry to hear of the issue experienced with delivery of this order. We can see that our Dispatch team had been made aware of a problem on the supplier's end, which had resulted in a slight delay to shipping. In addition to the aforementioned email, our team had tried contacting you via the telephone number provided on your order to rearrange the delivery, and had left a voicemail message. Unfortunately, and while we appreciate the inconvenience to yourself, our Dispatch team was notified too late to make arrangements for the Friday. They had then contacted the supplier to book for the earliest possible date as an alternative. We do try and meet any expectations or requests for delivery dates as much as is possible. That said, we're sure that you can appreciate that delays can and do happen, however rarely, and that we cannot offer 100% guarantees in terms of lead times. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I ordered the Broseley Canterbury Slimline Gas Stove. The stove requires some assembly and unfortunately when I went to fix 1 of 4 legs I discovered that one of the pre-drilled holes wasn’t deep enough. I also discovered that the supplied self taping screws supplied to fix the heat shield were not strong enough to fix the shield to the rear of the stove. Therefore I have had to purchase a bolt to resolve the leg issue and some quality self taping screws. Very disappointing for the £1,025 that the stove cost.”

Helpful Report

Posted 2 years ago

Hi Craig, Thanks for your review. We are sorry to hear of these unusual issues experienced with the order received. We do generally recommend contacting our Direct Stoves customer service team ASAP if there are any problems, as we can liaise with the supplier(s) with a view to addressing said problems as quickly and completely as possible. That said, we're glad to hear that the issues have now been resolved and would like to again express our thanks for your order. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Didn't arrive on due date. No phone call to say why until I telephoned. My son lost a days work £120, waiting in all day. Wrote an email asking for some compensation- no reply. Not good!”

Helpful Report

Posted 2 years ago

Hi Claire, Thanks for your review. We were sorry to hear of the delay experienced. As per our terms and conditions, our Dispatch team aims to "inform you of the anticipated delivery date for the goods which you have ordered and any date notified to you for delivery will be approximate only". We do appreciate the inconvenience caused by the delay, and can only apologise on behalf of our delivery partner. As we use third party couriers for delivery purposes, we are not always given immediate notice of delay to delivery; upon your having notified our team of the issue, we immediately contacted the supplier to find out the reason for the delay and to advise of the new expected delivery date, which happened to be the following day. Though this is thankfully rare, delays can and do happen around this time of year due to the very high demand on pallet networks and these are often outside of our control. This said, we are sorry for any inconvenience to your son and appreciate your feedback. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Very poor customer services, 9 weeks for delivery. No communication at all, I had to keep ringing to check for updates. Told it was being delivered & took the day off work & never came.”

Helpful Report

Posted 2 years ago

Hi Kerry, Thanks for your review and for taking the time to upload a photo of your new electric stove. We were sorry to hear of the issue experienced with the delivery. As you'll be aware, our Dispatch team contacted you on the 13/9 to advise that the supplier had unexpectedly fallen out of stock of the cupboard base, and that they were awaiting the next shipment. We had given an expected lead time as per the best available information from our supplier, but had stressed that any lead time was an estimate based on the high demand for heating appliances at present. This along with delay to shipping between the courier's mainland UK and Northern Ireland depots meant that delivery was somewhat later than anticipated, and we can only apologise for any inconvenience. In the event that you do require any further advice or assistance, please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Delivery took six days. It said 48 hours on the website. I ordered my stove two wks ago and it still doesn't work. The door is faulty. Still waiting for a replacement. The customer service team are very helpful and friendly.”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We were sorry to hear of the issues experienced with your order, but it's good to hear that the customer service team at Direct Stoves has been as helpful as we've come to expect. Unfortunately, and as you will already be aware, there was an issue with the delivery whereby the courier delivered to one of our other locations in error. As soon as our team was made aware of this, we took steps to get this redelivered as quickly as possible, but we appreciate that this as well as the aforementioned component have meant some inconvenience, for which we apologise. We can see that our customer service team contacted you yesterday to advise that the replacement has been ordered from our supplier. If you have any other queries or need any further information, please don't hesitate to get in touch again, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Payed a large sum of money for a fire and only after purchasing was I told it was out of stock. Was due to come mid July but didn’t come until early august”

Helpful Report

Posted 2 years ago

Hi Grace, Thanks for your review. We are sorry for any inconvenience regarding delivery of this stove. Unfortunately, lead times for pre-order items are not guaranteed and we do sometimes find that these can extend due to factors affecting manufacturing and supply, which are outside of our control. We try and keep customers as informed as possible and would always encourage you to contact the team should you require any updates or further information regarding orders in progress. Please rest assured that we appreciated your patience and please do let us know if we can assist with any future orders, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“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 3 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 3 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 3 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 3 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”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 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!”

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour

Direct Stoves Reviews