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

“Still waiting for my bbq cover I paid for on top of my bbq I have been chasing it and it’s still not here must be 2 month nearly .”

Helpful Report

Posted 1 week ago

Hi Barry, Thank you for your review. We are sorry for any inconvenience relating to the delay. We can see that our Dispatch team contacted you after receipt of your order to advise that the BBQ cover had fallen out of stock and would be to follow. Because of the very high demand for outdoor heating products currently, we have in some instances seen longer-than-normal wait times for out of stock BBQ products. We can only apologise for this, as factors affecting this are often on the part of our supplier(s) and sometimes beyond our control. The Dispatch team will be in contact with any further updates but if you need any assistance in the meantime, please don't hesitate to contact 0161 376 4181 Option: 2, Kind regards, Direct Stoves & Fireplaces

Posted 1 week ago

“Stove is perfect, delivery was unfortunate! Unfortunate very late cancellation with the delivery which affected our installation plans. We then had to rearrange, which wasn’t ideal.”

Helpful Report

Posted 1 week ago

Hi Julie, Thank you for your review. We are sorry to hear of any inconvenience relating to the delivery. While issues on the part of our delivery partners are thankfully rare, where these do occur these are often outside of our control. As a result, and as per the delivery information on our website, we do not generally recommended booking installers until the goods have been received and checked over to avoid potential disappointment. If there is anything else that we can do to assist at this stage, please don't hesitate to let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 week ago

“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 week 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 week 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 week 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 week 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 3 weeks 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 3 weeks 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 3 weeks 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 3 weeks ago

“Waited ages for stove it arrived broken then I had to drive 28 miles to collect broken part and fitted myself no apologies or anything offered for my time and expenses. Probably not a very good experience.”

Helpful Report

Posted 2 months ago

Hi Jonathan, Thank you for your review. We are sorry for any inconvenience relating to this order. We can see that the stove was out of stock at the point of ordering and when our Dispatch team contacted you to discuss this, you had expressed that you were happy to wait. The stove was ready for dispatch and delivery in Late January. As you intimated that you had undergone a recent surgery and were (understandably) unable to accept delivery as of yet, the supplier agreed to hold the goods until you contacted us in late February. The delivery was then arranged for early March and the Dispatch team informed you of the expected date. We appreciate that there was a component damaged in transit for which we can only apologise. While such instances are thankfully rare, we're sure that you can appreciate that this does happen on occasion. The supplier was very apologetic and made arrangements for an immediate replacement. We feel that it is prudent to mention that, as with the original delivery, we had offered a free delivery service direct to your address. Our understanding is that you had trouble confirming a date where someone would be at the property to receive delivery of the new part, which is why you had decided to make the journey to collect the item. If, having received the new part to resolve the issue, you are still in need of advice or assistance, please let our customer service team know and we will be happy to help, Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“Purchased Charnwood aire 5 at the lowest price we could find on market. Prompt updates on delivery and helpful delivery driver. Wrong size flue liner arrived, we ordered a 6” and a 5” arrived - several days back and forth to rectify Flue pipe damaged in box - one end not circular due to damage with paint peeling away. Extended Charnwood guarantee code not passed onto us at time of purchase - we had to email again to gain this information. Poor experience after being recommended by a family member - dissapointing.”

Helpful Report

Posted 7 months ago

Hi Adam, Thank you for your feedback. We're glad to hear that you found our prices to be competitive, and we're sorry for any disappointment in light of the recommendation that you received. While issues with incorrect items or damage upon receipt are thankfully very rare, not to mention multiple issues with the same order, these can and do happen on occasion. Our Customer Service and Dispatch teams do work very hard to resolve any problems as quickly as they can. Response times at this time of year can be extended due to the sheer demand for heating appliances and we can only apologise for the delay. If we can offer any further advice or assistance at this stage then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 7 months ago

“Really helpful advice over phone. My issues are being pressurised over e-mail etc ("summer sales ending, last day" etc) so ordered the stove at 3am only to find that the price would have gone DOWN £20 if I had let the sale period lapse and not worken up in the night in a panic. Also the delivery guy has left me with a heavy IPP red pallet that I cannot take to the recycing centre and IPP are saying they are "currently unable to collect it" and that due data protection reasons (!?) they cannot arrange for someone else to collect it. Really frustrating and no where to turn on the pallet issue.”

Helpful Report

Posted 8 months ago

Hi Oscar, Thank you for your review. We're pleased to hear that the advice received was helpful and that you were pleased with the service from our sales team. Regarding our website prices, while we do offer certain items at reduced prices in seasonal sales, the costs for individual products can also go up or down depending on infrequent supplier price changes. Any email communication would be to make customers aware of seasonal sales and we can only apologise for any frustration or inconvenience. In terms of delivery, we do advise that our one-man delivery service often involves pallet shipment due to the weight of certain products (especially stoves). We can only apologise that neither ourselves or the courier are able to offer a pallet recycling service at present. If we can offer any further assistance or clarification relating to our prices and services, please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 8 months ago

“Had an ex display log burner delivered Unfortunately the flue was missing,after daily phone calls with no return calls back as promised , It became quite frustrating Eventually we did get the flue but it was not an easy experience Wouldn't use this company again.”

Helpful Report

Posted 11 months ago

Hi Alison, Thank you for your order and for your feedback. We are sorry for any inconvenience regarding the missing flue pipe. While our Dispatch team had worked to investigate this matter and arrange a replacement from the supplier ASAP, this process can sometimes take slightly longer in busier periods and we can only apologise for the delayed response. We do hope that you change your mind and if there is anything else with which we can assist in future, please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“I purchased an expensive wood buring stove from direct stoves during the summer so to have it ready for the winter use and when started to use after few times we had a fire on, one morning we noticed a crack in the glass. Condidering we have been using fireolaces and wood burning stoves for years now and know how to take care of tehm and what hiders or damages them we immediately understood this was a simple case of a faulty glass. Got in touch with direct stoves to see what they could do and they simply washed their hands from it saying that if a glass warranty isn't purchased for the glass they cant do anything and just gave me some links of companies that replace glasses. I was not happy at all and informed them about my discontent but still no help there. Considering the stove wasn't cheap and this happened so quickly after only a few uses i was expecting a better customer service which i clearly did not get. Based on my experience i will not purchase from them ever again and would be very carefuly if purchasing from them on adding all the additional warranties offered. Definitley a terrible experience with direct stoves.”

Helpful Report

Posted 1 year ago

Hi Dania, Thank you for your review. We were sorry to hear of the issue experienced. Unfortunately, stove glass is considered a consumable part under the vast majority of manufacturer warranty policies and so is not eligible for replacement under guarantee. As you may have seen on our website, we do offer stove glass insurance at checkout which is very reasonably priced and allows us (as the retailer) to provide a piece of replacement glass within the specified time frame. Because this option was not selected at checkout, we were unable to provide a replacement when notified of the damaged component some months after delivery. For this reason, our customer service team will have tried to help as best they could in terms of recommending spares networks from which new glass could be sourced. We can only apologise if you were dissatisfied with this as a means of resolution. If we can offer any other advice regarding the stove in question then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Purchased a log burner and a log stand with delivery date of the 18th December. Log burner arrived but no log stand. Contacted to be advised that the parts were sent separately and another day later told the second part would likely be a few weeks after Christmas. Still waiting on any further update (29th December) which is very disappointing as a before Christmas delivery was advertised when ordering. Nothing when ordering or on confirmation indicated they would be sent so separately”

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Posted 1 year ago

“Delivery driver left on road outside house, unless you pay extra for two people then it’s just dumped in kerb side. After three weeks of use the bricks inside have cracked and customer service didn’t give a ****. Apparently it’s common, I won’t be buying or directing anyone to use you your services.”

Helpful Report

Posted 1 year ago

Hi Tom, Thank you for your review. We are sorry to hear that you are not 100% satisfied with the order in question. As per the delivery information on our website regarding the free one-man service: "The drivers are contracted to deliver the item to your property and must use a pallet truck to lift/move the goods which are normally quite heavy and can be up to 1mtr wide (occasionally larger). If they cannot operate the pallet truck safely due to gravel/stone drives, steps, or slopes as examples they will only be able to leave the item at the first available access point. They will try to assist as best they can but can only stay at each property for a limited period. They will try to assist as best they can but can only stay at each property for a limited period. They cannot bring the goods inside your house and will leave the goods with you on the delivery pallet. As you may be aware, we do offer a two-man delivery option at checkout that would have enabled delivery into a room of your choosing. In terms of the fire bricks, these are designed to line and protect the body of the stove, and fluctuation in temperature as these heat up and cool down do cause cracks to develop over time. This is entirely normal and the rate at which cracking occurs is entirely dependent upon the type of fuel used, regularity of use, overfiring, etc. As a result, these are considered consumable parts by the manufacturer and not covered under warranty. You can source replacements from online spares retailers if need be but these only usually need replacing if the cracks are significant in size or the fire bricks start coming apart. This being said, if we can offer any other advice or assistance then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Really happy with the product unfortunately the customer service wasn't up to standard. Great when ordering but when the delivery wasn't able to be delivered on the original day there was an email sent to me but due to my work restrictions, I didn't get it till late the night before delivery. Due to that the item was not sent out for delivery. This was a delay from Thursday the original delivery day ,to Friday, which because I never replied in time, didn't take place. Finally got the beam Monday. I had to call to inquire where the beam was on the Saturday as there was no communication. When I called Monday to ask if there was any chance of compensation due to the delay and our builder not being available for the foreseeable future, I was told that it wasn't their fault but mine for not replying to the email they sent me NOT WHAT I WANTED TO HEAR!!!!”

Helpful Report

Posted 1 year ago

Hi Elaine, Thank you for your review. We were sorry to hear of the issue experienced with delivery of this order. We can see that our Dispatch team had been made aware of a problem on the supplier's end, which had resulted in a slight delay to shipping. In addition to the aforementioned email, our team had tried contacting you via the telephone number provided on your order to rearrange the delivery, and had left a voicemail message. Unfortunately, and while we appreciate the inconvenience to yourself, our Dispatch team was notified too late to make arrangements for the Friday. They had then contacted the supplier to book for the earliest possible date as an alternative. We do try and meet any expectations or requests for delivery dates as much as is possible. That said, we're sure that you can appreciate that delays can and do happen, however rarely, and that we cannot offer 100% guarantees in terms of lead times. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I ordered the Broseley Canterbury Slimline Gas Stove. The stove requires some assembly and unfortunately when I went to fix 1 of 4 legs I discovered that one of the pre-drilled holes wasn’t deep enough. I also discovered that the supplied self taping screws supplied to fix the heat shield were not strong enough to fix the shield to the rear of the stove. Therefore I have had to purchase a bolt to resolve the leg issue and some quality self taping screws. Very disappointing for the £1,025 that the stove cost.”

Helpful Report

Posted 1 year ago

Hi Craig, Thanks for your review. We are sorry to hear of these unusual issues experienced with the order received. We do generally recommend contacting our Direct Stoves customer service team ASAP if there are any problems, as we can liaise with the supplier(s) with a view to addressing said problems as quickly and completely as possible. That said, we're glad to hear that the issues have now been resolved and would like to again express our thanks for your order. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Didn't arrive on due date. No phone call to say why until I telephoned. My son lost a days work £120, waiting in all day. Wrote an email asking for some compensation- no reply. Not good!”

Helpful Report

Posted 1 year ago

Hi Claire, Thanks for your review. We were sorry to hear of the delay experienced. As per our terms and conditions, our Dispatch team aims to "inform you of the anticipated delivery date for the goods which you have ordered and any date notified to you for delivery will be approximate only". We do appreciate the inconvenience caused by the delay, and can only apologise on behalf of our delivery partner. As we use third party couriers for delivery purposes, we are not always given immediate notice of delay to delivery; upon your having notified our team of the issue, we immediately contacted the supplier to find out the reason for the delay and to advise of the new expected delivery date, which happened to be the following day. Though this is thankfully rare, delays can and do happen around this time of year due to the very high demand on pallet networks and these are often outside of our control. This said, we are sorry for any inconvenience to your son and appreciate your feedback. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Very poor customer services, 9 weeks for delivery. No communication at all, I had to keep ringing to check for updates. Told it was being delivered & took the day off work & never came.”

Helpful Report

Posted 1 year ago

Hi Kerry, Thanks for your review and for taking the time to upload a photo of your new electric stove. We were sorry to hear of the issue experienced with the delivery. As you'll be aware, our Dispatch team contacted you on the 13/9 to advise that the supplier had unexpectedly fallen out of stock of the cupboard base, and that they were awaiting the next shipment. We had given an expected lead time as per the best available information from our supplier, but had stressed that any lead time was an estimate based on the high demand for heating appliances at present. This along with delay to shipping between the courier's mainland UK and Northern Ireland depots meant that delivery was somewhat later than anticipated, and we can only apologise for any inconvenience. In the event that you do require any further advice or assistance, please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Delivery took six days. It said 48 hours on the website. I ordered my stove two wks ago and it still doesn't work. The door is faulty. Still waiting for a replacement. The customer service team are very helpful and friendly.”

Helpful Report

Posted 1 year ago

Hi, Thanks for your review. We were sorry to hear of the issues experienced with your order, but it's good to hear that the customer service team at Direct Stoves has been as helpful as we've come to expect. Unfortunately, and as you will already be aware, there was an issue with the delivery whereby the courier delivered to one of our other locations in error. As soon as our team was made aware of this, we took steps to get this redelivered as quickly as possible, but we appreciate that this as well as the aforementioned component have meant some inconvenience, for which we apologise. We can see that our customer service team contacted you yesterday to advise that the replacement has been ordered from our supplier. If you have any other queries or need any further information, please don't hesitate to get in touch again, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Payed a large sum of money for a fire and only after purchasing was I told it was out of stock. Was due to come mid July but didn’t come until early august”

Helpful Report

Posted 1 year ago

Hi Grace, Thanks for your review. We are sorry for any inconvenience regarding delivery of this stove. Unfortunately, lead times for pre-order items are not guaranteed and we do sometimes find that these can extend due to factors affecting manufacturing and supply, which are outside of our control. We try and keep customers as informed as possible and would always encourage you to contact the team should you require any updates or further information regarding orders in progress. Please rest assured that we appreciated your patience and please do let us know if we can assist with any future orders, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I purchased a multi fuel stove which was at a good price and arrived in a short time. However it has arrived with several marks on the stove and the glass was smashed -although packing was I damaged -so I presume it was packed in this condition. I have been sent a new glass and some spray paint for the stove but no notice of who is to carry out the repairs -so I presume it will be at my cost Very poor email reply from company -customer service needs a large improvement”

Helpful Report

Posted 1 year ago

Hi Ian, Thanks for your feedback. We were sorry to hear of the issue experienced with your stove in question. We can see from notes on the order that our customer service team took steps to resolve the problem as soon as we were made aware of this; on this occasion, the quickest means of resolution was for the manufacturer to provide replacement parts. This said, we apologise for any inconvenience and we're sorry to hear that you were not 100% satisfied with the customer service received. If you are still in need of advice on fitting the replacements, we'd urge you to give us a call so that we can 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	4.7 out of 5

Direct Stoves Reviews