Name: Direct Stoves
Address: 137 Wellington Road North, ,, 137 Wellington Road North, ,, Stockport
Rating: 4.53

“Item come quickly but remote does not work tried to get in contact about a replacement but no reply”

Helpful Report

Posted 1 month ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with the remote control. We can see that you contacted our team regarding this on the 17/4/25 just before our offices closed over the bank holiday weekend. Our customer service team was in contact upon reopening on the 22/4 and the supplier has agreed to send a replacement ASAP. We hope that this helps and if we can offer any further advice then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 month ago

“Very happy with Staff ( Jack ) instore Bromsgrove could not do enough.Request quote to fit Stove over a Grand more than 2 other quotes. Not sure you will remain in business to long.??? sad”

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Posted 2 months ago

Hi, Thank you for your review. We are very pleased to hear of your positive experience in the Bromsgrove showroom and our thanks again for your stove order. Local installers are subcontracted through our fitting team, who assist in arranging delivery and installation as well as providing quotations for said installation. We are sorry to hear that the fitting was more expensive than other providers on this occasion due to the work quoted; we appreciate your feedback so that we can continue to try and offer the best service and most competitive pricing that we can going forward. If there is anything else that we can do to assist, please let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 months ago

“I paid for and received the stove correct stove and it was delivered by palletways on time but without the pre delivery phone call. The stove was missing a part for the top to cover the top flue as my installation was a rear flue. I called the maunfacturer ACR stoves direct and they sent me the part immediately. I must say the i previously ordered the same stove from another retailer. The other retailer uses Palletline and they lost the stove. So I received a refund and then ordered from Direct Stoves.”

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Posted 3 months ago

Hi Trevor, Thanks for your order and for your review. We are sorry to hear of the part missing upon receipt though we are glad to hear that ACR were able to resolve this issue promptly. If you have any other concerns or queries then our customer service team will be happy to assist further. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“Good quality products at competitive prices. Not so great if you have to return a product as the charge a re stocking fee after 7 days. Also shipping is expensive at £8.99 for a small item.”

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Posted 5 months ago

“Mixed experience. I was recommended a stove by my installer, so I purchased it online not paying too much attention to the product itself. What can do is review the experience with the company having placed the order online. I added the item to my basket, chose a delivery date and paid. All very simple and I was very impressed how quickly it could be delivered. Except that wasn't correct. Despite being able to pick a date, and then recieving an email that quotes the delivery date without any additional comment, it is in fact fictional. I didn't know this until I phoned them to query it and was told it was just my requested delivery date, and not a confirmation, and that I should wait for email confirmation first. Problem is the website nor the order confirmation state this, anywere, at all. So having chased the delivery I was told I should have waited to book installaiton until I got the burner and was advised I should cancel installation as it was not clear when the burner was arriving. Luckily, I didn't cancel installation because only the next day I got an email stating the burner was dispatched and the day after it arrived (only a week after my fictional wished delivery date, so not the end of the world). So in summary it needs to be made much much clearer that having chosen a date this does not at all mean that's when it can be delivered. Misleading and confusing. And surely boring for the customer support team to deal with.”

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Posted 8 months ago

“Review already given”

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Posted 9 months ago

“Great service , delivery was great , really disappointed that the stove has slight damaged to enamel”

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Posted 9 months ago

Hi Matthew, Thank you for your review. We're sorry to hear of the issue with the stove upon receipt. For general reference, we do ask that any goods are checked over within 48 hours of delivery and that any issues are reported via dispatch@direct-fireplaces.com. If you are in need of advice or assistance at this stage we would recommend contacting 0161 376 4191 or dispatch@direct-fireplaces.com so that our team can advise further. Kind regards, Direct Stoves & Fireplaces

Posted 9 months ago

“Called them to ask a question about the sale of a stove, and the person on the line said they didn't have any information about the campaign and the owner just chooses when they stop the sale. Really unhelpful.”

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Posted 11 months ago

Hi, Thanks again for your order. We're sorry to have not been of more assistance regarding our online offers. While we do operate seasonal sales on occasion, a number of our current online promotions are at the discretion of sales management. A number of factors including stock availability, time of year and supplier price changes can affect the duration of offers and we cannot ultimately guarantee these with 100% accuracy for individual products. This being said, if there is anything else that we can do to assist then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“Poor delivery service. Can't fault Direct Stoves, but it meant that we had to contact the company on several occasions to get a delivery date and time. After four attempts all of the items that were ordered were eventually delivered.”

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Posted 1 year ago

Hi David, Thanks again for your order and for your patience regarding the deliveries. We do appreciate the inconvenience and we are sorry on behalf of our delivery partner for the delays. While issues relating to deliveries are thankfully rare, they can and do happen on occasion. We can see that our Dispatch team had made sure to coordinate with both our delivery partner and the supplier to try and keep you as informed as possible and minimise the delay as much as possible. This being said, please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“I purchased a cranmore 5 wood burner which I am really impressed with. However the service from direct stoves were I purchased Axon Cotswolds limestone fireplace didn’t go as smooth as it could have been. It states 10-15 working days but it actually took 25 days. The company gets around this by saying don’t instruct builders etc until the products arrive ( this is very unfeasible with builder timelines etc) maybe direct stoves should stay a more realistic time frame. When the fireplace arrived it had a damaged corner but as I had already missed my slot with the fitter by two weeks I couldn’t run the risk of never getting this fireplace fitted. The finished result is really nice but it was drama that could have been avoided.”

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Posted 1 year ago

Hi, Thank you for your orders and for your review. We are sorry for any disappointment in terms of delivery. Because many of our limestone fireplaces are made to order, and while we do aim to list the most accurate lead times possible, there can be unexpected factors in manufacturing and shipping which (on occasion) mean delay. The reason that our Dispatch team would recommend against booking installers until they have received any goods is to prevent potential disappointment and the possible need for rebooking. We do appreciate that this is ultimately at the customer's own discretion but we do feel that this is a worthwhile recommendation on our part given that no delivery time can be 100% guaranteed. This said, we are again sorry for any inconvenience and would urge you to contact us should you require any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I have sent images of the stove , slight damage during transport requested touch up paint? still waitaing for a responce”

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Posted 1 year ago

Hi Michael, Thank you for your review. We are sorry to hear of the issue experienced with the stove. We would recommend checking to ensure that any images have been sent to customerservice@directstoves.com along with your order reference number. This will help us to locate your purchase and correspond as quickly and efficiently as possible, in terms of getting the problem resolved. If we can advise further in the meantime then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I bought a stove and they delivered it intact. Contract fulfilled!”

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Posted 1 year ago

“I ordered an Aga fire from direct stoves. Aga delivered completely the wrong fire that wasn't LPG (which we needed). Direct stoves were helpful when we explained what happened and have organised a redelivery of the correct fire. Aga was the one who delivered the wrong fire, not Direct Stoves. Unfortunately it will take an extra two weeks and we've had to pay extra in terms of call out charge for getting the fire fitted.”

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Posted 1 year ago

Hi Elise, Thanks very much for your review. We were sorry to hear of the picking issue, and please accept our apologies on behalf of the supplier for any inconvenience. It's good to hear that our customer service team was so helpful in getting this matter resolved. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The first deliver was incomplete so it took several day to sort out, the admin person was very good”

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Posted 1 year ago

Hi Lee, Thanks for your review. We were sorry to hear of the issue experienced with delivery, but it's good to hear that our team was so helpful in resolving this. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“It was supplied with wrong door. Still awaiting replacement.”

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Posted 1 year ago

“I am still yet to install the fire place so can’t judge on the performance but the fireplace looks fine, however the service I received was disappointing. Booked for the fireplace to come Thursday which I had to take the day off for, when I rang them on the day for an update they said it won’t be coming as it’s not in stock but they can source from somewhere else and can come next day which was fine, but another day off of work and also disappointing that this information was not relayed to me as I could of saved my holiday. Also I selected 1 man delivery and when the driver came he said he couldn’t help me bring the delivery into my property and he couldn’t put the delivery on my drive as it’s a stone drive. He said his only option was to store it on my neighbours drive which blocked there entrance into our shared alley way which was just ridiculous especially as I am pregnant and the parcel was approx 150kg so I couldn’t move it on my own and had to apologise to my neighbours. I didn’t see any description of selecting 1 man delivery that it would just be left anywhere outside, otherwise I would of selected a day where someone could have helped me carry it in even though I shouldn’t even be carrying anything so heavy.”

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Posted 1 year ago

Hi Amy, Thank you for your review. We were sorry to hear of the delay as well as the issue experienced with the delivery. As per the delivery information on our website, our free one-man delivery option entails the following: "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 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 which would have allowed for delivery of the stove into a room of your choosing. We hope that this clarification helps. If we can advise ahead of any future orders, please do let us know and we will be happy to assist. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Slightly disappointed with delay in delivery and on arrival we flue was not the right size we ordered. We have been informed it could take 24/48 for the correct flue to be delivered. 24 hours has lapsed still not heard anything.”

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Posted 1 year ago

Hi Barry, Thanks for your review. We were sorry to hear of the problems experienced with your order. The supplier has apologised for the confusion regarding the flue liner received. We can see from the order details that our Dispatch team has been in contact to advise regarding the exchange. This being said, please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Short version is that Direct Stoves look great on the surface, but they use an absolutely disbolical delivery service, and sort of wash their hands of you once your purchase has gone…somewhere…to be [not]delivered.”

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Posted 1 year ago

Hi Katherine, Thanks for your review. We were sorry to hear of the issues experienced with delivery. To clarify, as you had selected the two-man delivery service at checkout, this order was booked in for collection via our two-man delivery partner. We can see that the courier then contacted you to agree a delivery date and that you had rejected the dates that were offered on the basis that these were unsuitable; this then necessitated replanning, which we appreciate did lead to a slight delay. Following said correspondence, and as you will be aware, our Dispatch team was contacted to help in terms of rebooking and this has now been formally arranged for a delivery date. With this in mind, we are sorry that you have not been 100% satisfied with the service received but would stress that our team have done all they can to assist in getting the order to you in good time. If there are any further problems or if you need any other advice, please don't hesitate to let our Dispatch team know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Stove was lovely and good price However dissatisfied with dispatch and communication- no point asking when you want it delivering if you ignore it and wake us up when on nights”

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Posted 1 year ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with the delivery of this order. As you will be aware, this order was placed online and upon inspection the delivery date requested does appear to have been the 9/11/23, hence the delivery attempt on that date. We can see that our Dispatch team, once notified that this would not be a suitable delivery date, did their best to rearrange and it was unfortunate that the item had already been shipped and could not be recalled at short notice. With this in mind, we can only apologise for any inconvenience. If we can assist in terms of making arrangements for any future orders then please don't hesitate to contact our team once more, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Unfortunately on the day the stove was due to arrive we realised a mistake with our measurements. My husband phoned and luckily we were able to stop delivery before it happened. Our only complaint was that we still got charged the £140 delivery charge despite the stove still being on the lorry and not actually even being delivered to us so not needing collecting with an additional pick up etc. It never even left the lorry but we still had to pay.”

Helpful Report

Posted 1 year ago

Hi Vicki, Thanks for your order and for your review. We are sorry to hear of the issue experienced. Unfortunately, because we are ourselves charged by our delivery partner for both deliveries and return consignments/restocking charges, we are not always able to offer cancellations free of charge once the goods have been dispatched (especially in the event of a change of heart). As we're sure you can appreciate, we offer one-man delivery free of charge to try and offer the most competitive prices that we can, but large and heavy pallet deliveries can be fairly expensive hence the aforementioned returns charge. Our Dispatch team worked to try and resolve the issue as quickly as we could with as little inconvenience to yourself as we could muster under the circumstances. Please do let us know if you need any help or advice regarding future orders, 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