“BEWARE COWBOY OUTFIT, PLEASE AVOID
Ordered a braga marble fireplace fitment only with my gas fire removed before fitment and agreed gas fire fitment by my own gas engineer after install. As fire place was completed the installer explained he had run a new copper pipe (capped off)for my gas fitter to install my fire at a later date when other house mods had been completed. When my gas engineer arrived he said that the original gas restrictor valve was missing and could not install my fire, I contacted direct fireplaces customer services and the showroom I purchased my fireplace from in Cheadle Cheshire and explained the problem. The customer service staff I spoke to could not have been more unhelpful after speaking to the installer who fitted our fireplace he called me to say that he DID NOT touch our pipe work and that it was already capped off. This is untrue and a lie I told customer services that I had proof in the way of pictures taken on my phone(before and after pics)which clearly showed the original pipework and restrictor valve with the old fireplace removed and the newly installed capped copper pipework fitted into the new marble fireplace minus the restrictor valve. Direct fireplace Cheadle showroom employee said that no work had been carried out by their installers again untrue I asked for a refund on the new valve I had sourced but he refused and said he would send a valve replacement with their installers when they’re in the area. I’m still waiting but have now sourced a new valve at my own cost and is now installed in my fireplace. DO NOT USE THIS COWBOY OUTFIT took the money but customer service terrible and lying to cover the installers mistake.”
Hi,
Thanks for your review.
We are sorry for any confusion regarding the installation. When the Cheadle showroom had asked the fireplace installer whether they had conducted any pipe work, the fitter had informed the shop that this wasn't the case. As it transpires, they had done some work to prepare the fireplace for your gas engineer and had then forgotten about this until presented with photos of the job.
We appreciate the frustration that this may have caused and can only apologise for this. As we're sure that you can appreciate, our team was operating off of the best available information at the time.
The Cheadle showroom team have advised that they did then offer to supply a new gas valve and had asked you to confirm whether it would be a straight or tapered valve required. To date, you have not contacted them beyond this review so no arrangements have been made.
We appreciate that you had taken it upon yourself to source your own valve from a different supplier, but we're afraid that we cannot cover the price for parts bought from a third party at your own discretion. If the valve which you have sourced has not been fitted and can be returned to the supplier, we are still happy to advise on delivery of a new suitable gas valve once you have confirmed the relevant detail.
Let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
“The installation of our new gas fire was completed at the date and time agreed without any mess and with no problems. We are very satisfied and have no complaints - the job was completed in a very friendly and professoional way. One cannot really expect more.”
“Very pleased with it all. One thing that didn't get mentioned was having to have the fire on full for 30 minutes to heat the flu.
Looks really realistic. Thanks”
Hi Both,
Thanks for your review. It's good to hear that the installation all went well and that you're pleased with the realistic effect of the fire.
With any gas appliance in a conventional chimney, there will be a requirement to run the fire at a high heat setting until the flue has been warmed up. This is to ensure a proper draw and unhindered operation of the fire.
If we can offer any other advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
