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

“Unfortunately I didn’t receive The free gift that was advertised and and we are two months on. my order was rescheduled. But the product is good”

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Posted 3 months ago

“The sales lady was good after that went all down hill they pit all the blame for not turning up on the fitter. No aftercare still not received my certificate after several requests”

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Posted 3 months ago

Hi Shirley, Thank you for your review, and for your positive feedback regarding your experience with our sales team, We're sorry for any inconvenience regarding the installation process. As you may be aware, the HETAS registered installer would generally notify HETAS of the installation and HETAS would then post out the certificate(s) of compliance. Lead times for these can be changeable and it is not unheard of for this to take a few weeks longer than usual in busy periods where HETAS may be processing a large number of new installations. For any queries relating to the HETAS certification, we would recommend speaking to the installing engineer, as they are not employed by ourselves and will be best positioned to advise. This said, please don't hesitate to contact us if you need any other assistance, Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“Only hing I have an issue with was whilst fitting the fitter said fuel was for wood burner yet it was a multi fuel that I bought so was advised to use oily as a wood burner but service was quick”

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Posted 4 months ago

“Stove looks nice, not sure how it works as we do not use it yet. Delivery takes forever. Do not get EU certificate when asking.”

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Posted 4 months ago

“Stove very pleased with. However when we ordered & paid, it was in stock to be delivered in 2 days. To discover it was’nt in stock, and took another 2 weeks to come, so bit of a wait.”

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Posted 4 months ago

“Our stove was in stock and delivered very quickly the only reason it’s not a 5 star review is the delivery process was pretty rubbish. The driver couldn’t fit his trolley through our front gate so had to go around the back and he complained and chuntered all the way! He eventually abandoned it in the middle of the back garden. I’d read the write up saying that delivery drivers wouldn’t bring it into the house and weren’t responsible for it but the attitude he displayed was atrocious. It’s an outsourced delivery company but in the end the customer service and rudeness of the delivery drivers does reflect on direct stoves unfortunately! Just be aware that you’ll need a few strong people and a sack barrow to haul your purchase to a secure place!”

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Posted 7 months ago

“We did not get good customer service from the staff at Stanley Green, it was our fitter who told us he couldn't fit our fire because the heart was damaged in the warehouse?? We went to complain in the showroom and the bad attitude from the sales team was awful 😖 it was so what?? Nothing to do with them, they don't know what's happening in the warehouse, it ruined our experience with your company 😒”

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Posted 7 months ago

Hi Steve, Thank you for your review. We're sorry to hear of any negative experience with our showroom team. Our understanding is that the hearth on your order was found to be damaged when the warehouse team went to dispatch this, meaning that this had to be reordered with some delay to the installation work. We can see that a member of the showroom sales team did contact you on the 23/10/25 to apologise, having made arrangements with the manufacturer and the installation team regarding the new hearth. This being said, we completely appreciate the inconvenience to yourself and appreciate your feedback, with a view to offering the best possible customer service going forward. If there is anything else that we can do to assist then please let us know. Kind regards, Direct Stoves & Fireplaces

Posted 7 months ago

“The stove was delivered promptly and with care. Critique of the stove is that it looks good and works well. The wood retainer is not efficient as theone negative. I would prefer a more fence type grid at the front. The stove just has a discreet hump.”

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Posted 8 months ago

“Communication scores a zero”

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Posted 9 months ago

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

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Posted 1 year 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 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“Review already given”

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Posted 1 year ago

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

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Posted 1 year 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 1 year 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years ago

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 Reviews