Direct Stoves Reviews

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

4.5 Rating 1,821 Reviews

87 %

of reviewers recommend Direct Stoves

4.5

Based on 1,821 reviews

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 5 star review on 19th April 2026

244

Anonymous

Anonymous // 01/01/2019

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“Although we are pleased with our stove, when delivered we were not informed that the hearth and flue would be delivered 3 weeks later. I had to make 2 phone calls to enquire when delivery would be made Communication on ordering would have been helpful, and we should have been informed that items were out of stock when we placed the order.”

Helpful Report

Posted 1 year ago

Hi, Thanks for your review. We are sorry for any inconvenience relating to the delayed items. We can see that you placed the order on the 14/5/25 and that our Dispatch team emailed you on the 15/5, less than 24 hours later and as soon as we were made aware, to advise that the flue kit and hearth had unexpectedly fallen out of stock. This can happen when multiple orders are received for the same goods concurrently. The approximate lead time provided by the supplier was Mid-June, with a more specific delivery date to be provided closer to the time, upon receipt of the items into stock with the supplier. We are always happy to provide updates upon request in the interim, but would stress that the Dispatch team did keep you informed to the best of their ability and as per whatever information was available from our supplier. The delivery was ultimately booked for week commencing 9/6/25 and we trust that everything received has been to your satisfaction. If there is anything else that we can do to assist at this stage then please don't hesitate to let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“called them up for advice, realy helpfull, went back and ordered the logburner no hastle. all good.”

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Posted 1 year ago

“Not impressed. Stove clearly stated delivery within 5 days but once ordered we were told it was out of stock and we’d have to wait over a month for stock to come in. Advert online remained saying delivery within 5 days. Customer services did nothing to compensate for this. Delivery driver arrived late and then tried to lift the stove of the side of the truck! We had to advise him to lift it from the back of the truck with the lift. Once arrived we discovered scratch marks to the front top edge of the stove, didn’t bother contacting customer services as they’d already proven not to be helpful. Our installer repaired the damage. We wanted to order the rear heat shield but not feeling confident in the company after this. Only gave 2 stars instead of 1 as the stove actually turned up.”

Helpful Report

Posted 1 year ago

Hi Paul, Thanks for your review. We are sorry for any disappointment relating to this order. We can see that our Dispatch team did contact you shortly after the order was placed to advise that the stove had unexpectedly fallen out of stock, and that they had offered to look at potential alternatives should you need this ASAP. Regarding the delivery, it is surprising to hear that the driver attempted to unload from the side of the vehicle as our stoves are generally on a one-man palletised service, utilizing a tail lift or similar. We appreciate your feedback regarding this so that we can pass this information on to our delivery partner. It is always our recommendation that customers immediately notify us of any issues upon delivery (including but not limited to damage in transit). This is so that our team can help to resolve any problems in a timely manner. This said, we are glad to hear that the installer was able to rectify this. If there is anything else that we can do to assist at this stage then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Brilliant BBQ, quick delivery and great comms from Direct Stoves leading up to receiving. Highly recommended”

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Posted 1 year ago

“My masonary BBQ is excellent quality and easy to build (if heavy!). Customer service was excellent- knowledgeable and helpful. The setting cement used needs to be left for an hour or so before use so do this step first!”

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Posted 1 year ago

“Very helpfull with all aspects of my order. Would definatly recomend.”

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Posted 1 year ago

“Love my new stove”

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Posted 1 year ago

“Product quality was great but found the customer service to be poor. Item was stated on website to be available for dispatch within 48 hours - once I’d placed the order I was informed this was not the case and the item was out of stock. I repeatedly checked the website and it continued to say available for dispatch within 48 hours - at no point was this updated or a general timing warning included on the front page of the website. Customer service team admitted the error but refused to offer any form of compensation for the fact the item wasn’t delivered on time. I emailed several times and the customer service team simply have ignored the emails. I also gave the team a chance to respond before writing this review and they have again not responded. Such a shame when poor customer service lets a business down.”

Helpful Report

Posted 1 year ago

Hi, Thanks for your order and for your feedback. We are sorry for any disappointment regarding the customer service received. Unfortunately, we have been seeing an unprecedented demand for outdoor heating products, which has in some instances meant that items have fallen out of stock before the website could be updated accordingly. We do appreciate the inconvenience caused and please be assured that we are working to provide the best possible service going forward. Regarding compensation, and as per our terms and conditions, we have "no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question", for instance in the event of an order cancellation prior to dispatch. We are sorry to not be of more assistance in this regard. If there is anything else that we can do to assist with the order at this stage then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Order placed in February with item advised as being 'in stock'. Still not received the item and not exactly clear when I can expect it to be. Bizarrely, the status on the Direct Stoves system shows as 'complete', even though they know it has not yet been delivered/ received. Somehow this keeps their system up too date !!”

Helpful Report

Posted 1 year ago

Hi Dennis, Thank you for your order and for your review. We are sorry for any disappointment regarding the delay. We can see that the order was indeed placed at the end of February and that our team then contacted you to advise that the stove had unfortunately fallen out of stock. As of the most recent update from the supplier, and as per our Dispatch team's email to yourself on the 19/5/25, they are currently anticipating stock in June. The Dispatch team will contact you ASAP to discuss booking a delivery date once the supplier has received the stove. We do appreciate the inconvenience and should you need any further advice or assistance, please don't hesitate to contact dispatch@directstoves.com or 0161 376 4191 Option 2, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Amazing service, could not get better 111”

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Posted 1 year ago

“we have not instaled fire yet being fitted on 29/7/25”

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Posted 1 year ago

“Wry happy with my out door oven but after the 3 fire in it the middle plate section has loads of cracks in it, hopefully it lasts”

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Posted 1 year ago

“Product arrived on time and in good condition. Still getting the hang of the stove but we have managed to do some cooking on it as keeping very warm outside in the evening.”

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Posted 1 year ago

“Arrived on date promised and installed easily. Throws out some good heat, although we have hardly used it due to hot weather. Easy to clean and looks great.”

Direct Stoves 5 star review on 25th May 2025

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Posted 1 year ago

“Nice stove reasonable price smooth delivery”

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Posted 1 year ago

“the first time heating up the BBQ the grill warped and bent. Bit dissapointing as spent alot of money on this masonry bqq for this to happen.”

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Posted 1 year ago

Hi Alicia, Thanks for your review. We are sorry to hear of the issue experienced. This is most unusual. For general reference, Buschbeck recommend starting with a small flame as immediate, intense changes in temperature can sometimes cause parts to crack or warp. Where problems are observed with any products received, we would generally suggest notifying our customer service team ASAP so that they can address any concerns as quickly and completely as they can. If you are in need of advice or assistance at this stage, we would suggest emailing some photos and your order details to customerservice@directstoves.com. Our team will then be able to liaise with the supplier on your behalf, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Packed really well, delivery guy was excellent 👌 loved the fire looks fantastic fitted in”

Direct Stoves 5 star review on 11th May 2025

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Posted 1 year ago

“Fab from ordering to delivery. Stove and 2 kits were purchased, everything was there, no problem with missing parts. Stove is lovely looks great in our lounge. 10 out of 10, definitely recommend Direct Stoves.”

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Posted 1 year ago

“Great Service, delivery and after support - would use again without question.”

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Posted 1 year ago

“Don’t bother!! Purchased an original cover for a Grillstream Smash Grill which is a certain style. Wrong cover received, Direct Stoves organised for DPD to collect- all good at that point however that was as good as it got. There was no notification to say that had received the incorrect cover back despite numerous emails to say DPD had collected it. I then spoke with Direct Stoves who checked their system and stated the correct cover will be sent out and apologies offered. A few days later another email stating their warehouse people had made a mistake and as such they did not have my cover in. There was no indication as to when it would be in and no offer of a refund. I then rang them again and was told I need to email in and request a refund. The order was placed on 13th April 2025 refund finally received 1st May 2025. Not impressed at all at the lack of customer service. Went elsewhere and received the correct cover within 2 days of ordering.”

Helpful Report

Posted 1 year ago

Hi Stephen, Thank you for your review. We are sorry for any disappointment or inconvenience relating to this order. We can see that the incorrect cover had been dispatched and that our team arranged for this to be collected ASAP once notified. Because we did not have physical stock of the correct cover at that time, it will have been necessary to put this on back-order with the supplier. Under the circumstances, we can appreciate your decision to request cancellation and a refund, and we are glad to hear that you were able to source the burner cover in question. If there is anything else that we can do to assist at this stage, please let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

Direct Stoves is rated 4.5 based on 1,821 reviews