“This company is a joke, as soon as you've made a payment they do not care about their customers or service. They made a huge error on my order which cost me time and several days worth of pay. I speak to their complaints team who respond then go missing. Avoid at all costs.”
Hi Daniel,
Thanks for your review.
We were sorry to hear of the issues experienced with this order. As per the delivery information on our website (as it relates to our free one-man delivery option):
"The drivers are contracted to deliver the item to your property and must use a pallet truck to lift/move the goods which are normally quite heavy and can be up to 1mtr wide (occasionally larger). If they cannot operate the pallet truck safely due to gravel/stone drives, steps, or slopes as examples they will only be able to leave the item at the first available access point... they cannot bring the goods inside your house and will leave the goods with you on the delivery pallet.
We do offer a two-man delivery service option for instances where the customer may need assistance in transporting the stove into the property, but this was not selected at checkout.
This said, we appreciate that there was a picking error with this order and we are sorry for any inconvenience. We use a trusted 3rd party logistics service and haulage company for deliveries and collections, with whom we have a 15-year business relationship. While their delivery success rate is in excess of 98%, and while it is very rare for such problems to occur, they can and do happen on occasion and (as in this instance) our dispatch and customer service teams work as hard as they can to find resolutions in a timely manner.
This all having been said, please do let us know if you happen to need any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
