“I love the fireplace now that it is in place but would be reluctant to recommend Direct Fireplaces to anyone. The hearth was missing from the initial delivery. The damper for the cast was also missing. It was very difficult to get through to Direct Fireplaces. I left several messages with their answering service. Whether or not these messages were passed on, who knows - .... but a number of the messages I left were not responded to. I have given the fireplace itself a five-star rating because I love it and it looks great. Had the opportunity to rate Direct Fireplaces been an option, I would give no more than a two-star rating. I can't recall getting any sort of apology for the fact that parts were missing, let alone a sincere apology. The fact that two parts were missing from the consignment caused inconvenience and expense (ie: time wasted by tradesman which I had to pay for).”
