“My fireplace wasn’t packed when it arrived so it was damaged in transit…
Had to return fireplace, this could have been avoided if packaged in the first place…
Disappointing….”
Hi Vivien,
Thank you for your feedback.
We are sorry for any inconvenience.
As you will be aware upon purchase, this will have been an ex-display item as seen in the showroom, and as such this will not have come with any of the original packaging.
We completely appreciate that there was damage sustained in transit due to how the fireplace had been secured and are sorry for the disappointment caused. This is something that has been discussed with the warehouse team for quality and training purposes, though we would stress that this is not a common occurrence even for ex-display products.
We can also see that our team has issued a full refund,
If we can offer any further assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
“The fireplace set looks amazing in our room but when we first saw our fireplace for a reduced price as ex display as the bbq.s were coming in we bought it, i pointed out that a grout line needed filling and was assured it would be which it was !! However there are run marks on the front of the base area and a brown mark on the right side, I suppose it's what is expected of the ex display as they're now new condition. Hence the 3 stars Apart from that it's beautiful and the delivery guy was very friendly . On time respected my property as well. 5 stars for the driver delivery guy !”
Hi Anna,
Thank you for your review. We're glad to hear that the delivery went as well as expected,
As you mention, ex-display showroom products are typically sold as seen, which may include cosmetic imperfections. In some instances, the showroom team may be able to advise or assist in terms of small amendments but it is generally understood that they will not be received in as-new condition; we're glad that you appreciate this aspect of the order.
If there is anything else that we can do to assist, please let us know,
Kind regards,
Direct Stoves & Fireplaces
Hi John,
Thanks very much for your order and for your kind review.
It's great to hear that the service received in our showroom was very good. We're also glad that our fitting team was polite and we trust that you're enjoying the fireplace now that it has been installed.
Please do let us know if we can offer any further assistance.
Kind regards,
Direct Stoves & Fireplaces
