“Ordered on 12/9 and over 3 weeks later still no fire. Told that I would get an update on delivery when chased but still nothing. Cancelled order and now awaiting refund.”
Hi Matt,
Thank you for your review.
We are sorry for any disappointment regarding this order.
The fire in question is generally arranged to customers from the supplier on a book-in delivery service. We can see that the supplier had tried contacting you to make arrangements but that the number which you had provided on ordering was incorrect, which contributed to a delay.
We appreciate that it then took longer than expected for the supplier to book this having received an alternative number. Unfortunately, it is around this time of year that heating appliance sales become extremely busy and while rare, delays can and do happen on occasion.
The refund appears to have been processed on 7/10/25. If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
