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Direct Stoves Reviews

4.5 Rating 1,406 Reviews

88 %

of reviewers recommend Direct Stoves

Company Reviews

Product Reviews

4.5

Based on 1,406 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 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

Direct Stoves 5 star review on 21st February 2024

155

Anonymous

Anonymous // 01/01/2019

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

“Ordering online was simple, I chose my delivery date to suit and paid by card, job done. The day of delivery came and I heard nothing. By 4.30pm I was on the phone to find out what was happening, I was told the delivery would be made that day, but it could happen anytime up to 6pm. It didn't arrive. On the next working day I recieved a text in the morning to say my delivery would be made within 2 hours, it didn't arrive. But by mid afternoon I had my stove and the delivery agent could not have been more helpful, giving me a hand to get the stove in-doors. Given the problems I had you may wonder why I give 5 Stars. In my view the test of a company is how they respond to problems. To my surpise I received a call from Direct Stoves at 7.30 that evening, checking if the stove had arrive and explaining what had caused this unusual problem with delivery. I was given an apology and compenstation for the inconvenience. The stove is not yet installed but I've unpacked it and it looks good. So whilst my experience was not particularly good, the way in which the problem was handled was excellent and that gives me confidence in this company.”

Posted 1 year ago

“Absolutely diabolical customer service They never answer the phones. Lack of communication regarding delivery Delivery date booked - was informed there was an issue with the order I re-booked and was promised it would be delivered on that date- was let down AGAIN Direct stoves didn’t even have the decency to contact me! Shocking service. Considering the amount of money spent on a stove I was appalled at the customer service of this company.”

Posted 1 year ago

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

Posted 1 year ago

“Still not received my item. one month on. DO NOT buy from this company. They will not provide your item and take your money!!!!!!!!!!!!!!”

Posted 1 year 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!”

Posted 1 year 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

“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.”

Posted 1 year ago

“Good service and follow up emails but no call backs but am quite happy with the service considering how busy they are Lucy was very helpful in the phone”

Posted 1 year ago

“The stove I wanted was out of stock at all stove shops on line apart from Direct Stoves. £100 more expensive but worth it to get the one I wanted delivered within a week. Friday came and by 3pm no contact from supplier or delivery driver. Called Direct Stoves to be told it wasn’t coming, it would be end of month like the other companies. No apology, no offer of price match, just a pleasant but confused chap on the phone. No communication, my wife spent the whole day at home and I had to cancel the fitter for the Saturday. Had to pay a cancellation fee to him! I was going to cancel order on the Monday and get elsewhere & save £100 but surprise, the stove was delivered! Again, no communication just a guy with a pallet truck. Why couldn’t we be told it was coming?? Delivery driver was great and helped get it into my garden. From this experience, I cannot recommend Direct Stoves.”

Posted 1 year ago

Hi Alan I'm really sorry about the experience you had with the delivery of your stove. There was a system error at the storage/haulage company, and we did everything we could and asked them too as well to contact all affected customers. This occurred on the 7th and rolled into the following week. We were informed by them that everything was resolved, and all orders were going out as normal from the 14th and the backlog would be cleared by the 17th. From your review it seems you were expecting delivery on the 14th so you weren't contacted by us as we were led to believe that all order for that day would be delivered on time. I have worked with Expect Distribution for over 10 years now and have never experienced an issue like this before. It’s regretful that when you used us to buy your stove you had this experience. I have also asked the Operations Director of Expect to write a letter to all affect customers apologising for their experience. I have had a look on our system for your order but couldn't find it from your name so if you could let me know your order number via this platform I can forward it you. Many Thanks

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

“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.”

Posted 1 year ago

“Customer service is shocking, two items missing from my delivery, I have phoned and left a message with their answering service and had no reply !! I have also emailed customer service and again had no reply !! Then I get sent an invite to review….. so here we are !!”

Posted 1 year ago

Dear Lee, We apologise if you have had difficulty getting through to our Customer Service Team. Demand for our products and services is at an all-time high in the current climate, and we are taking longer to get back to customers than we normally do. We appreciate customer's patience whilst we get through the backlog. That said, on this occasion, we received the message regarding the missing part on the 12th October and dispatched the items on the following day. Hopefully, you should have those by now and are sorry these were missing in the first place. Kind regards, The Direct Stoves Team

Posted 1 year ago

“Minimal customer service,no way to contact seller, all communication via third party services who dont follow through, live chat is a robot. Companys attitude, place your order, pay, we pass delivery to third party now sod off we are done.”

Posted 1 year 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!”

Posted 1 year 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”

Posted 1 year ago

“Purchased a stove and when it was installed, the engineer discovered there were parts missing. After several calls to customer service and being cut off, I finally managed to speak to someone who said he was taking messages. He said someone would call me back. That was 5 days ago. Now I’m left with an installed stove that I can’t use, and the evenings are already starting to chilly. I’m not impressed”

Posted 1 year ago

“Not at all impressed with the service, log burner arrived with smashed glass! Came a day early, having already organised a day off (temp - no work = no pay). Glass was smashed, got in touch and told it is very common for this to happen - why not put extra glass in ? New item arrived, again, not advised when it was going to come so we could take time off, arrived home in the pouring rain, box sitting on doorstep soaked! Now, we are expected to fit it, which isn't really our job, told it's very easy to do. Great - can you come and do it for us then, we paid for a complete item, received one that is damaged! Like buying a pair of shoes, finding the heel has snapped and being told to go to Timpsons and get it re-heeled and send them the bill. Communication has been horrendous/very rude, would not recommend at all.”

Posted 1 year ago

“Delighted with the fire but the service from Direct Stoves was below standard. My installer is still waiting for answers to question he raised regarding installation, sizes etc. Before we purchased the fire we wanted to confirm some of the sizes. Direct Stoves never bothered to give us answers, after emailing and telephoning.”

Posted 1 year ago

“We ordered a Hunter Herald 5 which arrived in perfect condition on our chosen delivery date. We had free delivery which meant that the driver would be leaving the stove at the kerb so we bought a pallet trolley to get it into the house - the driver helped us get it onto the trolley and we wheeled it into the right room. I'd say to be sure that you're prepared to move the stove into position if you didn't pay extra for the two-man delivery.”

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

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Direct Stoves is rated 4.5 based on 1,406 reviews