“False delivery promises and unacceptable delays.
I ordered my fireplace on September 11. The website clearly stated 7-10 working days delivery.
Later I was told it would be delivered by the end of October which already meant waiting more than six weeks.
Now, in November, I’ve been informed that delivery has been pushed to December.
When I asked about it, I was told that if I’m not happy, I can request a refund.
So after waiting almost three months, the only option is to cancel?
It really feels like the company is simply using customers’ money as short-term cash flow while postponing deliveries.
Completely unacceptable and misleading.
Don’t trust the delivery times on their website -they’re not real.”
Hi Artur,
Thanks for your order and for your review.
We are sorry for any inconvenience or disappointment. To clarify, and as discussed with our team, the item that you ordered had fallen out of stock with the supplier. The subsequent delays were on the part of our supplier and while we are always happy to chase them for updates as needed, unfortunately there are factors relating to manufacturing and shipping lead times which are completely outside of our control.
We can see that you agreed to a 10% discount in recognition of the inconvenience and that we also offered to look at possible alternative fireplace suites that would be available sooner. In lieu of this, we could only suggest either awaiting the next shipment or cancelling for a refund in full if you were unprepared to wait.
As per notes on the order, this was received into stock and dispatched in December so you should now have received the fireplace.
Please let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
