“I am deeply disappointed with my experience ordering three marble fireplaces from Direct Fireplaces, working with Faz as the main contact.
Here’s what happened:
• Fireplace 1: Delivered after a long wait wrong hearth size, despite THREE site measurements.
• Fireplace 2: Delivered months later again, wrong hearth, despite repeated discussions clarifying reduced-size, not standard.
• Fireplace 3: Still hasn’t arrived, but I’ve already been told it’s the wrong size and finish, even though it’s supposed to match the December installation.
To make matters worse, the honed granite bases were left sitting in my courtyard for months, completely exposed. As anyone familiar with the material knows, honed granite is porous and stains easily and now they are stained.
Throughout all this, I’ve dealt with double bookings, unconfirmed appointments, and repeated disruption to my schedule. I’ve sent multiple polite emails requesting updates and solutions, only to be met with silence or vague replies no meaningful resolution, no ownership, no apology.
The only thing that went smoothly was the delivery of the actual fire surrounds. Everything else the measurements, the finishes, the hearths, the communication, the installation planning has been a nightmare.
I paid upfront in good faith, trusting this company as a supposed premium supplier. Instead, I’ve been left stressed, out of pocket, and with unfinished work after months of waiting.
I am now pursuing legal action, as nothing has been resolved.
Avoid this company if you value your time, your money, or your peace of mind.”
