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Direct Stoves Reviews

4.5 Rating 1,422 Reviews

88 %

of reviewers recommend Direct Stoves

Company Reviews

Product Reviews

4.5

Based on 1,422 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
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 22nd May 2024

Alison Paterson

Direct Stoves 5 star review on 17th April 2024

Direct Stoves 5 star review on 8th April 2024

Direct Stoves 5 star review on 3rd April 2024

Direct Stoves 5 star review on 14th March 2024

Direct Stoves 5 star review on 29th February 2024

Direct Stoves 5 star review on 27th February 2024

156

Anonymous

Anonymous // 01/01/2019

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

“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.”

Posted 1 year 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 1 year 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.”

Posted 1 year 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 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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”

Posted 1 year 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”

Posted 1 year 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.”

Posted 1 year ago

“Stove is great but fitting kit was just a plate of steel, I thought it would have come with some angle iron to attach to the inside of the chimney. The plate was not long enough either.”

Posted 1 year ago

“The prices are very competitive and the range of products are excellent. The website is easy to navigate and ordering process easy to access. The delivery dates however changed a number of times but I was kept abridged of changes. However when the stove was delivered not all the axillary items were not included. I phone call ensured the missing items were posted out within 24hrs. Despite this I would recommend this company to friends and family . In short a professional organization providing a wide range of products at competitive prices.”

Posted 1 year ago

“Was easy to order and post date delivery end of Sept 22. Cannot say anymore until I have received the stove”

Posted 1 year ago

“Hello Initially I was pleased with a fast delivery but I called with a question and was told my query would need to be sent to the manufacturer but I would get an email but I haven’t. I also sent an attachment with my warranty and I still haven’t received a reply”

Posted 1 year ago

“When the stove was ordered I was told there would be a waiting time until August the stove turned up with out any warning I had no idea it was due to arrive and it was just left on my front door step when nobody was in to receive it it could have been stolen quite easily .”

Posted 1 year ago

“The stove is OK but the liner is no use because it isn't twin walled, the register plate is too small and didn't have a hole for the pipe. So the free items weren't worth having.”

Posted 1 year ago

“I can't say much about the stove as of yet as we are still waiting to be installed What I can say is the delivery of it was a sham, it was one guy delivering who wasn't capable of any manual, he took it off lorry and said the pallet wouldn't go across the shingle and so it was left at the front of drive for all to see. My husband near his 60"s had to get planks of wood and drag the fire himself it took him over an hour to get it to front door”

Posted 1 year ago

“Some form of communication between buying and delivery would have been nice - you took my money and several months later someone chapped my door with a delivery 😘”

Posted 2 years ago

“The 'Hunter Hawk 4 Mark 2' fire was delivered within the estimated time and is now working satisfactorily. The fire is of good quality and the log effect is very realistic. However there was a small problem with the remote control and when the gas fitter then myself contacted the seller we rere given a very convoluted runaround and we were both told by a Mr. Daly, who describes himself as the operations manager, that the telephone in 2022 was not a good enough medium to get help but it had to be done by email and this was not helpful. The gas fitter solved the problem without any help from the manufacturer or Direct Stoves. I can recommend the stove as it is very well constructed, was delivered on time and the driver was very helpful but NOT the customer service received from Direct Stoves or the manufacturer. The handle was slightly damaged but I have returned it to the manufacturer and am awaiting a replacement which I expect to receive within a day or two.”

Posted 2 years ago

“Really happy with my stove but the delivery was awful Cancelled twice without informing me I had to call them Three days hanging about for it”

Posted 2 years ago

“Good customer service and excellent price match facility. Lack of communication prior to delivery and on the day the logistics company dumped the stove in the middle of drive without knocking on the door to let us know it had arrived. The stove was scratched and dinted owing to inadequate packaging (luckily the damage was to back of the stove so can’t be seen)”

Posted 2 years ago

“Unfortunately the item I ordered was out of stock 3 days after buying online , however the customer service was great to find an alternative. Still waiting for my 2 year glass warranty which I paid extra for, nothing received in writing.”

Posted 2 years ago

“Delivery took longer than the advertised 48 hours. Be aware that the blanking plate is only a 800x400 galvanised plate and needs completely manufacturing - which you might not have tools to do. They sell cheap kits and you get what you pay for I guess.”

Posted 2 years ago

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Direct Stoves is rated 4.5 based on 1,422 reviews