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

“Terrible customer service, stock management and general customer care. I was strung along for several days with an increasingly delayed delivery estimate. Completely making up the dates. Strongly suggest you go elsewhere or you’ll miss your delivery day. Even getting my refund took weeks.”

Helpful Report

Posted 2 weeks ago

Hi Adam, Thanks you for your review. We are sorry for any disappointment regarding this order and your experience with our services. We can see that the order was placed on the 7/1/26 and would have been due for delivery in week commencing 12/1/26. Unfortunately, there appears to have been a last-minute delay on the supplier's side which was not conveyed to us prior to your calling to chase the goods. As of the 15/1/26, we had offered to find an alternative gas stove available sooner but appreciate that the lead times on the closest alternatives made them unsuitable, and that you then requested cancellation and a refund. Our sales team requested that a refund be processed ASAP and can only apologise for any delay in actioning this. As of the 22/1/26, our accounts team had issued a full refund for the order. We're sure you can appreciate that the amount of time taken for the funds to reappear in your account are dependent on the issuing bank/card provider from that point and so beyond our control. We completely appreciate the inconvenience to yourself and if there is anything else we can do to assist then please let us know, Kind regards, Direct Stoves & Fireplaces

Posted 2 weeks ago

“I was extremely disappointed with the service I had from Direct Stoves. The salesmen in the Stanley Green showroom were unhelpful and sold me a stove that didn't fit our chimney area despite being given the dimensions. Even when 2 qualified heat engineers/installers agreed that the gas fire stove ordered/delivered could not be fitted, they still insisted that it could be. I had the absolute feeling that all they were intyetrested in was the sale and there was no customer care at all. The only 2 staff that were the exception to the poor service were the 2 ladies (I think were Karen & Jane) who arranged the installation, who were excellent and showed excellent customer service. I most defintely would not use this company again.”

Helpful Report

Posted 4 weeks ago

Hi, Thanks for your review. We are sorry for any dissatisfaction with the service received. The showroom team has advised that there should have been no issue with the size and specification of the gas stove received. A 45-degree offset pipe would have been required for fitting, as per the expert advice of our trained sales team, and this is something which we can and regularly do supply. The installers in question were subcontracted through our installation team and while they will have been Gas Safe registered, and therefore qualified to carry out the fitting of the stove in question, they did not provide sufficient accurate information to demonstrate why this could not be installed to Gas Safe or Document J regulations. We can see that the gas stove in question has since been returned to us in resaleable condition and supplied to a different customer, fitted correctly and has been in use without issue. We can only apologise that this was not the case with your own order but would stress that this was not through any fault of our showroom team, instead being the result of misunderstanding or miscommunication on the fitters’ side. There were also multiple instances throughout this period where our showroom team attempted to contact you to discuss the matter and offer further assistance. While we appreciate that our customers can sometimes have extenuating circumstances that affect response times, the lack of a timely response to contact attempts did have an effect upon the speed of resolution for the issues experienced. Regardless, it is good to hear that the team at Direct Heating Services were so helpful and will make sure to pass on your compliments. If we can offer any further advice or assistance then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 2 weeks ago

“Spent £700 on parts, arrived on time and correct, but when I needed another item the website said free delivery but as I went to pay it was charging me for delivery, 20% of the items cost, so i called and was told that they knew about this issue and can’t do anything about it, so I asked could I pay for the item and not delivery as the site suggested, i was told no and the attitude started saying if you have a problem i will give you the bosses email take it up with them and the guy hung up on me, so rude staff that don’t know how to talk to customers and greedy owners that try to con you out of the offers, found cheaper elsewhere won’t be using again.”

Helpful Report

Posted 2 months ago

Hi Edward, Thank you for your review, We are sorry for any disappointment regarding your experience. I called and left a voicemail message this afternoon to discuss this and apologise for the inconvenience. Based upon your review, we believe that you corresponded with a relatively new and inexperienced member of staff who is no longer with the business. As per the delivery information on our website, "free delivery does not apply to certain items when purchased on their own, such as chimney liners, outdoor cooking accessories, charcoal, and outdoor cooking fuels", hence the additional charge that would have showed during checkout. This is because the level of profit generated on individual flue items is often insufficient to be able to subsidize the cost of shipping, as would normally be the case if (for example) a customer were to order a stove or flue liner kit. This said, we try to be as flexible as possible in instances where a customer has placed a larger order and we're sorry that this was not the case when you phoned, If we can offer any further advice or assistance at this stage then please do let us know, Kind regards, Jack Direct Stoves & Fireplaces

Posted 2 months ago

“Poor service, poor delivery, poor communication. Paid deposit for ‘survey’ directly on the phone and it still took 3 days and several phone calls to final organise that survey. Then took over a week for the quote, again after multiple chasing phone calls and emails. I then had to pay another deposit, and 3 weeks later (2 days before install) they inform me they forgot to book my install appointment and I’d have to wait a further 3 week. They make you pay a deposit for the survey so you’re hooked into using their services. In retrospective I’d have happily just lost the deposit money.”

Helpful Report

Posted 2 months ago

Hi David, Thank you for your review. We are sorry for the negative experience with the survey and installation service. Because installers are subcontracted through our installation team and because it is a very busy time of year for heating appliance sales, it can sometimes take longer than usual to finalise quotations. The fitting team tries to keep customers as informed as possible and to expedite the process where they can, though we do appreciate that the installation booking was missed due to human error on this occasion and can only apologise for the further inconvenience. If there is anything else that we can do to assist or advise at this stage then please don't hesitate to give us a call, Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“ORDER # DATE DELIVER TO ORDER TOTAL STATUS ACTION 2000109410”

Helpful Report

Posted 2 months ago

“Unfortunately the experience was relatively poor. I have to reinstall the files due to the fitter ruining them when cutting them & when replying back to the email to thank them for sending us logs (as a gesture of good will for poor service) I am now being ghosted and haven’t received logs. Would be wary of the fitters they reccomend!”

Helpful Report

Posted 3 months ago

“Poor customer service They ignore you if you have a problem They take your money and ’run’ I won’t buy from them again”

Helpful Report

Posted 3 months ago

“Very unhappy with the delivery service. We were informed delivery was free and therefore accepted this. Prior to deliver date we were sent an e mail advising it was a one man delivery. I accept that I did not read this and thought it was a confirmation e mail for delivery date. We were not informed at the point of sale that we could pay an additional charge for the fire to be brought indoors instead of which the fire was left outside in the pouring rain all day.If offered this option I would have obviously taken it rather than leave on a footpath all day and had to stay in all day, cancel an appointment and wait until I could arrange for it to be brought into the house. The driver kindly wrapped it the best he could. I contacted Direct Stoves twice and spoke to very unhelpful man who kept repeating that I should have read the e mail and there was nothing he could do to help. I explained we were never given the option to pay an additional charge for delivery for the fire to be bought inside and that no matter how many times he repeated his unhelpful remarks it was if no help to me. I would suggest that the delivery options are discussed at the point of sale and also some communication skills training would not come amiss when trying to resolve a problem and not to be spoke to in an unhelpful and condescending manner.”

Helpful Report

Posted 4 months ago

Hi, Thank you for your order and for your review, We are sorry for any inconvenience or disappointment relating to this order and delivery, To clarify, and as per the delivery information on both our website and in any dispatch-related correspondence, our free delivery service is a one-man delivery. We do not offer a paid two-man service nationally at present: https://www.directstoves.com/delivery-information As per said delivery information, "the haulage company delivering your goods operate a one man delivery with a Tail Lift vehicle and Pallet truck. The driver is not insured to enter the premises but can wheel the delivery wherever he can access with the Pallet truck". We understand that you mistook the email for a confirmation email and can only apologise for any confusion. This said, we're sure you can appreciate that it is the customer's responsibility to read through any information provided so that they are informed regarding the ordering and delivery process. It is always our intention to make the services that we offer as clear as possible, and appreciate your feedback regarding your experience. If there is anything else that we can do to advise at this stage then please let us know, Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“Delivered wrong item, not as pictured on their website”

Helpful Report

Posted 7 months ago

Hi, Thanks for your review. We are sorry for any inconvenience relating to this order. We can see that a picking error was made in our warehouse and that the incorrect item was sent out. As you will be aware, our team made arrangements for this to be collected as soon as was feasible and had initially offered to arrange for a replacement in the correct colour to be sent. After discussion with the Dispatch team, we understand that you requested a refund and this was issued upon receipt of the incorrect item back into stock. We completely appreciate that this will have been a frustrating experience and can only apologise for this. If there is anything we can do to advise further then please let us know, Kind regards, Direct Stoves & Fireplaces

Posted 7 months ago

“Avoid this company. They are happy to take your money but not deliver your goods. The first order arrived damaged. The second stove they delivered was not what I’d ordered and paid for. Third time luck? Nope! I was promised an AM deliver slot to be called at 11.47am to say too many people had called in sick and they were coming after all! So now I’m out of pocket and have nothing to show for it. Do not order from these cowboys.”

Helpful Report

Posted 7 months ago

Hi Hayley, Thank you for your order and for your review. We are sorry for any disappointment in the service received. We can see that the stove in question was damaged upon delivery from our supplier, and that our Dispatch team contacted them to resolve this ASAP. Such issues are thankfully very rare, but can happen on occasion during transit. We appreciate that the replacement stove then arrived with the wrong decorative trim, this being available in either a black or silver finish. The supplier had apologised for this and offered to dispatch a replacement trim plate to resolve the problem as swiftly as possible, this being removeable by way of a few screws, but as you were not prepared to swap this over they had agreed to exchange the full stove once more. It is very unfortunate that there was a problem with the third delivery which, as you mention, was due to a lack of available drivers. We've passed on your complaint to the courier regarding the last-minute nature of the cancellation, but as we're sure you can appreciate we are limited in terms of what we can do beyond coordinating with them for a rebooking. We can see that this has been rearranged and should you experience any further problems, our team will be very happy to assist further. Please don't hesitate to contact 0161 376 4181 option 2 or dispatch@direct-fireplaces.com, Kind regards, Direct Stoves & Fireplaces

Posted 7 months 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.”

Helpful Report

Posted 9 months 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 9 months 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 9 months 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 9 months ago

“Very disappointed. First stove pipe adapter was delivered to the wrong address, then stove was delivered to the same wrong address. Luckily i had to intercept the stove on route. Then i had to nuy an adapter. i'm still waiting for a refund on the adapter. This must be 3 weeks ago now and several emails!!!! Come on get it sorted!”

Helpful Report

Posted 10 months ago

“Not unopened or installed the product, however, delivery was shocking. Did not arrive on delivery date after waiting in the whole day. Phoned the following day to be told they were unable to deliver to our post code on the date arranged. It would have been helpful to have received communication to this effect. The worst part was when it was delivered the following Monday the delivery driver informed me it had been sitting in the depot for a week and he had been in our area on our specified date. Terrible delivery service”

Helpful Report

Posted 10 months ago

Hi Peter, Thanks for your feedback. We are sorry for any inconvenience relating to the delivery. We can see that you had requested delivery on the 13/4/25 and that our Dispatch team had arranged this with the supplier accordingly. We can only apologise that delivery did not take place on the 13/4 and we will inform the supplier of the driver's remarks so that this can be investigated. As per notes on your order, the goods would then have been due the following day, Friday 14/4/25. As you advised that this would not be a suitable day for receipt, the Dispatch team made arrangements for delivery on Monday 17/4 instead as the next earliest date. We do appreciate the inconvenience caused and if there is anything else that we can do to advise or assist at this stage, please let us know, Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Buyer beware. We bought a wood burner from them online end of 2024. We're super excited as it was priced well. However on receiving the wood burner, our installer then came. However a key part was missing to connect to the flue. The company said it would be there in one week (they actually said less than this). So I organised our installer to come back. The part didn't arrive even though we had written confirmation. They do not use a next day delivery service and the part took nearly 2 weeks to arrive. When the part did arrive we have noticed that we are still missing a part, we messaged over 3 weeks ago the missing part and this is still unresolved. The people seem friendly on the phone but sadly reality is very different. This has cost us a huge amount of time, money and the company hasn't offered to cover or compensate us in any way. The journey continues but the energy it takes is sapping when we should be warm and cosy with our wood burner.”

Helpful Report

Posted 11 months ago

Hi Archie, Thank you for your review. We are sorry for any inconvenience. We appreciate that there was an item missing from the initial delivery. Our Dispatch team had ordered this from the supplier on a next-day service and any delay was on the part of the supplier and subsequently the courier. We can see that Dispatch had chased this for you to try and ensure receipt as quickly as possible once notified of the delay, and can only apologise for any frustration. Because such delays are generally outside of our control, we would usually recommend against booking installers until any outstanding goods have been received, to avoid further disappointment. As per our terms and conditions: "Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition or where delivery does not take place on the anticipated delivery date notified to you". Regarding the further part which you have mentioned and of which you are in need, we can see that our Customer Service team has in fact received photos from yourself that include this component (log guard) in situ. They have replied to your email notifying you as much as of this morning. If you are still in need of advice or assistance in locating this then please don't hesitate to contact customerservice@directstoves.com, Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“I’m afraid the box of Flamers arrived in a bad condition, part of it torn. Inside, the fire lighters were also damaged, some unusable.”

Helpful Report

Posted 11 months ago

Hi David, Thank you for your review. We are sorry to hear of the issue experienced with the order. We can see that the order was dispatched and received in Mid-January. Where any issues are observed with goods upon receipt, we ask customers to let us know ASAP so that our Dispatch team can assist. For any problems with future orders, please feel free to contact us via dispatch@direct-fireplaces.com or 0161 376 4181 option 2. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“Very poor customer service ,they just don’t talk ,no updates fitter messed up the fitting worst experience of my life Lime stone Boards in fire place cut to short , so did No meet fire surround which they could not fit, stove pipe fitted in two parts ? Fire plate fitted butched gaps round pipe and sides ,chimney bird nesting strap not fitted properly,fire marble floor not level, Told fitter I did not want him to finish job for reasons above ,had to find a new company to fix all there mistakes at my expense still waiting for my refund from the fitter and paper work Direct stoves in bromsgrove”

Helpful Report

Posted 1 year ago

“Order placed in early November. No sign of the stove in mid-December. Customer services cannot provide a firm delivery date. I've had to chase for order updates. Online portal shows the order as delivered.”

Helpful Report

Posted 1 year ago

Hi Gerald, Thanks for your order and for your feedback. We are sorry for the delay in receiving the stove. We can see from the notes on this order that the Dispatch team had contacted you on the 12/11/24 to advise that the optional woodland log set for this electric stove was out of stock. There has been a slight further delay since then and the last update received was that the logs are due in approximately late January 2025. In the aforementioned email, Dispatch had suggested contacting our sales team if you did need an alternative which is available sooner or if you needed to arrange the stove to be sent ahead. It is always our intention to keep customers as informed as we can and can only apologise for not having been able to give a fixed date for the optional logs at this stage. If you need any further assistance then please feel free to contact 0161 376 4181 or sales@direct-fireplaces.com and we'll be happy to advise. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Only the stove arrived on schedule, we received a cheap looking 90 degree flue bend instead of a straight cast iron flue pipe, we also didn't receive the cast iron spigot pipe connector. I contacted customer services straight away and informed them of the above and they said they would contact me ASAP same day but no response. I then had to chase them nearly every day following week as I wasn't updated. Eventually the straight flue pipe was delivered nearly a week after, but no spigot. I then had to chase them for this and it then arrived 2 days later. I also ordered an oak lintel fireplace beam same time as the fire which was on a 8 to 10 days delivery. I didn't receive the beam for just under 4 weeks. Again I was chasing them for days and they kept saying they will contact the manufacture and then will let me know, but never received an update. Communication is key in these situations but unfortunately not by Direct Stoves and overall sevice was very poor. I won't purchase again from Direct Stoves nor recommend to any of my clients in the future.”

Helpful Report

Posted 1 year ago

Hi, Thank you for your review. We are sorry for the delay in receiving your order in full, and for any dissatisfaction with the service received. We can see from the notes on this order that our Dispatch team had chased this with our suppliers in each instance, to try and rectify the issues mentioned as quickly as possible. It is always our intention to keep customers as informed as we can insofar as lead times. Unfortunately, because it is at this time of year that heating appliances are in highest demand, response times can sometimes be longer than normal, for which we can only apologise. In the event that we can offer any advice or assistance in future, please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Avoid and use a local dealer! Very poor service from start to finish. I ordered my stove on 22nd September and booked for a 2-man delivery on the website for the 4th October. I took the day off work so that I could be around. It got to 2pm and I had not heard anything, so I phoned direct stoves and was told that it had not even been shipped yet and I should not have been able to book a 2-man delivery on the website. I would receive a message the FOLLOWING WEEK so that I could book in a date, despite 4/10/2024 being the delivery date on my invoice! The stove finally arrived on 12th October and the 2-man delivery struggled to carry it into my house and left it next to where I wanted it, instead of in the fireplace (like was suggested on the website). When unpacking the parts, the Flue pipe had a large gouge front and centre, above the service door. The flue was also poor quality, misshape and paint flaking off everywhere. Tried to phone direct stoves customer service, but there was no answer and sent an email instead. I heard nothing until 17th, telling me that they're looking to send me another. I've told them not to bother as I've now picked up a cheaper, higher quality flue pipe from a local supplier. Annoyingly, the stove I ordered is now £400 cheaper in the sale. I've spent over £2k with this company and will never give them another penny.”

Helpful Report

Posted 1 year ago

Hi Nick, Thanks for your review. We are sorry for any inconvenience relating to the delivery and for the damage reported upon receipt. It is always our intention to offer the best possible service, and can only apologise on behalf of our delivery partners for the number of issues on this occasion. If there is anything else that our customer service team can do to advise at this stage then please do let us know and we'll be happy to assist. Kind regards, Direct Stoves & Fireplaces

Posted 1 year 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