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

“Slightly disappointed with delay in delivery and on arrival we flue was not the right size we ordered. We have been informed it could take 24/48 for the correct flue to be delivered. 24 hours has lapsed still not heard anything.”

Helpful Report

Posted 2 years ago

Hi Barry, Thanks for your review. We were sorry to hear of the problems experienced with your order. The supplier has apologised for the confusion regarding the flue liner received. We can see from the order details that our Dispatch team has been in contact to advise regarding the exchange. This being said, please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Short version is that Direct Stoves look great on the surface, but they use an absolutely disbolical delivery service, and sort of wash their hands of you once your purchase has gone…somewhere…to be [not]delivered.”

Helpful Report

Posted 2 years ago

Hi Katherine, Thanks for your review. We were sorry to hear of the issues experienced with delivery. To clarify, as you had selected the two-man delivery service at checkout, this order was booked in for collection via our two-man delivery partner. We can see that the courier then contacted you to agree a delivery date and that you had rejected the dates that were offered on the basis that these were unsuitable; this then necessitated replanning, which we appreciate did lead to a slight delay. Following said correspondence, and as you will be aware, our Dispatch team was contacted to help in terms of rebooking and this has now been formally arranged for a delivery date. With this in mind, we are sorry that you have not been 100% satisfied with the service received but would stress that our team have done all they can to assist in getting the order to you in good time. If there are any further problems or if you need any other advice, please don't hesitate to let our Dispatch team know. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Stove was lovely and good price However dissatisfied with dispatch and communication- no point asking when you want it delivering if you ignore it and wake us up when on nights”

Helpful Report

Posted 2 years ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with the delivery of this order. As you will be aware, this order was placed online and upon inspection the delivery date requested does appear to have been the 9/11/23, hence the delivery attempt on that date. We can see that our Dispatch team, once notified that this would not be a suitable delivery date, did their best to rearrange and it was unfortunate that the item had already been shipped and could not be recalled at short notice. With this in mind, we can only apologise for any inconvenience. If we can assist in terms of making arrangements for any future orders then please don't hesitate to contact our team once more, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Unfortunately on the day the stove was due to arrive we realised a mistake with our measurements. My husband phoned and luckily we were able to stop delivery before it happened. Our only complaint was that we still got charged the £140 delivery charge despite the stove still being on the lorry and not actually even being delivered to us so not needing collecting with an additional pick up etc. It never even left the lorry but we still had to pay.”

Helpful Report

Posted 2 years ago

Hi Vicki, Thanks for your order and for your review. We are sorry to hear of the issue experienced. Unfortunately, because we are ourselves charged by our delivery partner for both deliveries and return consignments/restocking charges, we are not always able to offer cancellations free of charge once the goods have been dispatched (especially in the event of a change of heart). As we're sure you can appreciate, we offer one-man delivery free of charge to try and offer the most competitive prices that we can, but large and heavy pallet deliveries can be fairly expensive hence the aforementioned returns charge. Our Dispatch team worked to try and resolve the issue as quickly as we could with as little inconvenience to yourself as we could muster under the circumstances. Please do let us know if you need any help or advice regarding future orders, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Goods arrived damaged. Long, long wait for collection and replacement. Disappointed, but happy with response from Direct Stoves.”

Helpful Report

Posted 2 years ago

Hi Hilary, Thanks for your review. We were sorry to hear of the issue experienced with the order. We can see that our customer service team contacted the supplier as soon as we were made aware of the issue, in order to get this resolved ASAP. Unfortunately, because of the time of year and the high demand for many suppliers' products and services, lead times for replacements can be slightly longer than usual. This being said, we appreciate your patience and we're glad to hear that you were pleased with the response from our team at Direct Stoves. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“My stoves are lovely and the guy I hired to fit them has done a great job. I was, however, disappointed by Direct Stoves customer service and delivery times. My stove was delivered outside of the advised time frame and the company was not the least bit bothered or inclined to help me find out when they would be delivered! Based on this, I'd probably buy elsewhere if I need to again.”

Helpful Report

Posted 2 years ago

Hi Jessica, Thank you for your review. We're pleased to hear that you're impressed with the stove received and that this has now been fitted. That said, we're sorry for any inconvenience in terms of delivery. Regarding the two-man delivery option selected at checkout, we recommend an additional 5-10 working days on top of our usual lead times, as this service is in high demand at this time of year and does require additional time for booking. We can see that you were contacted within this time frame and advised of an available delivery slot on the 5th October 2023. The lead time is an estimate and we appreciate that, in terms of physical delivery, we went slightly over the suggested 5-10 working days on this occasion. I can however see that our Dispatch team made every effort to get this to you as quickly as we could and that we were simply limited by driver availability. Regardless, we are sorry for any inconvenience and would urge you to let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Ordering of the stove not a problem. Had an issue with delivery which resulted in me have to do a 3 hour round trip to pick it up from the couriers warehouse myself at my own expense.”

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Posted 2 years ago

“First things first - the logs are good, happy with the price BUT having waited all day for delivery on the agreed date I phoned the courier (Palletline) and was told that the logs had not been loaded for delivery as they would put the van overweight. Nobody considered contacting me to tell me and save a wasted day! Delivery was agreed for the following Tuesday as I was going to be out on the following Monday, guess what - yep the logs were delivered Monday. Luckily my wife arrived home just in time and the day was saved. So- good product but rubbish logistics which is a shame”

Helpful Report

Posted 2 years ago

Hi Stephen, Thanks very much for your review. We were sorry to hear that there had been an issue on the part of our delivery partner, and can only apologise on their behalf for the delayed update. This said, we can see that our dispatch team contacted both the courier and yourself as quickly as we could once made aware of the problem, and it's good to hear that this has now been resolved. If we can offer any further advice or assistance please don't hesitate to get in touch once more, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Firstly I love the stove BUT, I had to pay an extra £75 for delivery by 2 men so it would be brought into my house. The stove is cast iron and weighs a ton, as I am 67 yrs old I had no option but to pay this fee. Outrageous! when I ordered the stove I was told there would be some self assembly BUT, when it arrived it was in several pieces, not only was the weight an issue but I needed spanner's, screw drivers and child sized hands to reach some of the screws and bolts. I enlisted the help of a friend and it still took us 3 hours to put together. As I said, the stove is lovely but my back took the brunt of the excercise. Do not order unless you are a strong, fit young engineer!”

Helpful Report

Posted 2 years ago

Hi Janice, Thanks for your review. We're glad to hear that you were impressed with the stove received overall. Regarding delivery, we offer both a free one-man delivery service and a premium two-man delivery option at checkout. As you mention, the weight and size of most stoves means that a one-man courier would be unable to move the item inside the property, whereas two-man delivery enables the appliance to be carried into a room of choice. Unfortunately, as we ourselves incur cost in arranging a two-man service along with the requisite vehicle, we are unable to offer this for free and there is a charge involved. This said, we appreciate your feedback and can only apologise for any inconvenience. If there are any specific requirements that you may need to run by the sales team for future orders, please don't hesitate to get in touch, Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I am pleased with my fires However I'm not happy with the Response from the shop or the Installation part I have complained about the quality of work on my fireplaces very little Response from anyone to Resolve this Thought I would get better from you I've had fires from you before and it was great I feel I'm being ignored 🙁”

Helpful Report

Posted 2 years ago

Hi Angela, Thank you for your review. We were sorry to hear that you were not entirely happy with the installation, though it's good to hear that you were pleased with the stoves in question. Our colleagues in the servicing and installation company have been able to advise upon the complaint that was made, and we can see that an email was sent on the 20/6/23 which addressed your concerns in greater depth. To reiterate in brief, the work carried out would have been to ensure a safe and effective installation, with the size of the opening made for your stove having been as large as possible for the structural integrity of your chimney. Hearths and chamber lining boards supplied by ourselves were cut down on site, as is standard practice, again to ensure suitability for your installation. This was at the discretion of an experienced solid fuel fitter. We understand that there were a couple of problems with some of the materials received, though we would stress that a) you had agreed to retain one piece as received as you did not wish to wait for an alternative, and b) one of the fireplaces was ex-display and sold as seen. Goodwill gestures were made, including but not limited to the arranging of a technician at no cost to yourself, and following his site visit on the 17th June you had registered satisfaction with the work carried out. With the above in mind, we hope you will agree that effort has been made to address your concerns. This all having been said, we do appreciate your feedback as part of our drive to offer the best possible service. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Palletise who delivered would NOT place the palleted stove within my conservatory because of stoned pathway BUT was so easy to move with old fashioned sac truck so disappointed re the delivery”

Helpful Report

Posted 2 years ago

Hi Pauline, Thank you for your review. 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. We do also provide a two-man delivery option for many items, which if selected during checkout would have meant greater flexibility on the courier's part regarding delivery into the property. This said, we're sorry to hear that you were disappointed insofar as your experience with our delivery partners. For reference regarding any future orders, our dispatch team is always happy to advise if you have specific requirements for delivery. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“I wasn’t aware of the home delivery, it says on the small print but I had no idea so when the delivery man arrived I was alone with a 2 year old and he wouldn’t carry the stove inside for me. He was also quite rude. Fires are nice though”

Helpful Report

Posted 2 years ago

Hi Izzy, Thanks for your review. We're pleased to hear that you were pleased with the stove received overall. As part of the one man delivery service that we offer, and as per the delivery information outlined on our website, the driver should transport the pallet as close to the property as is safe and possible. This would be providing level ground with no steep slopes or gravel driveways and is due to the weight and size of many items. We do offer a two-man delivery service for instances where assistance may be required in transporting the goods inside, and would suggest that customers contact us for advice in terms of delivery whether there may be concerns or queries. This said, we are sorry to hear that you had a bad experience with our delivery partners and will pass on this feedback. If you happen to need any further help or advice then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Ordered stove 2 weeks ago, hasn't arrived yet ,so therefore can't comment on service, have had no further updates.”

Helpful Report

Posted 2 years ago

Hi John, Thanks again for your order and for your review. We’re sorry to hear about your experience and that you are still waiting on an update regarding delivery. We can see that this order was placed on the 28/2/23 with the two-man delivery option, and that an email was sent by our dispatch team to advise that you would be contacted within 10-15 working days to get this booked in. Due to the very high demand for our two-man delivery, we do sometimes experience backlogs which can mean a delay to booking orders, but please rest assured that we are working to get any outstanding deliveries arranged for as soon a date as possible. If you would be in need of further advice then I would highly recommend contacting our Dispatch team on 0161 516 2038 option 2 or by email through dispatch@direct-fireplaces.com so that we can assist further. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Buying my stove was easy and it was priced reasonably, i was kept informed about my delivery date.Those are the good points however your delivery driver was terrible.my stove arrived on the date given although late in the day, first words were don’t know if i can get it down my drive as it’s gravel.He did get it down my drive with ease and then left it there,when asked if he could help me put it inside he said no that’s not my job.now I’m left with a heavy stove outside and it’s getting late fortunately it was not raining.this attitude to customer service is disappointing so with regret would not recommend buying from you again.”

Helpful Report

Posted 2 years ago

Hi David, Thanks for your review. We were sorry to hear of this issues experienced with the delivery. As part of the free one-man delivery service that we offer through our shipping partners, the driver should transport the pallet as close to the property as is considered safe, providing that this would be even ground with no steep slopes or gravel driveways. This would be due to the weight and size of many items; we appreciate that the driver was able to navigate the gravel drive on this occasion but (as I'm sure you can appreciate) this is not always the case. I would also stress that we now offer a two-man delivery option for most of our stoves. This tends to be of interest for customers who might find it difficult to transport the stove inside the property themselves, and means that the couriers can safely place the stove inside a room of your choosing. In the event that there are any particular delivery requirements that our shipping partners need to be made aware of, we would recommend contacting our dispatch team so that we can assist as fully as possible: https://www.directstoves.com/delivery-information Thanks again for your feedback regardless; it's great to hear that you found our pricing and order process to be commendable. Please don't hesitate to get in touch if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Paid for next working day delivery & didn’t arrive when it should have. Got told it was coming the following day between 8am - 12pm & didn’t arrive until 2:15. I had a work man booked in.”

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Posted 3 years ago

Hi Kate, Thank you for your feedback. 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. Unfortunately, due to the current energy crisis, we are still in the midst of an unprecedented surge in demand for our products. Our third-party delivery partners have in some instances struggled with a high volume of consignments being processed through their systems. We try our best to ensure that all customers receive orders as and when expected, but we apologise that we were unable to uphold our usual high standards on this occasion. We sincerely apologise for any inconvenience that this has caused you. Our team will of course take your comments on board. If there’s anything further that we can do to assist then please don't hesitate to contact us. Kind regards, Direct Stoves & Fireplaces

Posted 3 years ago

“What we ordered: 5inch square cowl, what we got: 6inch round cowl. Quick response to deliver original order BUT I am left with a totally useless (to me) cowl and no offer to collect it.”

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Posted 3 years ago

“Took delivery of the order - booked the fitter. Was then informed by a courier 2 weeks after initial delivery part was missing, NO contact made by direct stoves to advise part was missing. 2 emails - 2 phones calls and not a word back from them regarding assisting to sort out delivery or reimbursement for the fee I had to pay for cancellation of fitter. Sale and forget wouldn’t recommend.”

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Posted 3 years ago

“Delivery was okay but I have been trying to speak to someone about an installation query and still waiting for someone to return my several calls”

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Posted 3 years ago

“Stove came perfect, just took 3rd delivery date they gave me to come without any update on cancellation of the delivery so ended up taking 3 days holiday for it to come”

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Posted 3 years ago

“Fire arrived damaged. Delivery driver left at front door with no paperwork. When opening box, it looked as if it had been repackaged. Anti tilt was missing, damaged rear support leg, and scratches on inner door area. Communication with customer service was poor, as received no call back after several phone calls, and pictures of damage sent through by email. Took nearly a week to get resolved. New fire delivered by a proper pallet service with a very courteous, helpful driver, who was more than helpful. Hate writing poor reviews, as I know it sometimes can't be helped, but hopefully this will highlight issues, that can be improved on, as fire ( Celsi Electristove Glass SD2 ) is of excellent quality.”

Helpful Report

Posted 3 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	4.6 out of 5

Direct Stoves Reviews