“Purchased this and it arrived damaged. Direct Stoves decided it wasnt damaged enough to warrant them complying with statutory obligations. Said they would send paint to cover up the large chip it had on the front. Paint hasnt arrived. They havent said anything about sending something to fill the damage in, so the 'hole' will remain but they think at least it will be the same colour so that is fine from their perspective. If the paint ever arrives that is. They never thought to replace the damaged item. Or follow up on the partial refund that one of their staff suggested. Suppose I will just have to put up with it and never use this company again. Hope other people do not experience the same”
Hi David,
Thank you for your review. We're sorry to hear of the issue experienced with this order.
From the notes on our system, we can see that our Customer Service team was made aware of an issue with the finish on the stove received, and that the supplier then made arrangements to rectify this problem ASAP by way of a colour match paint. We were advised that this had been dispatched on the 3/11/23 and can only apologise that this has not been received, having not had any communication from yourself or the supplier to this effect since then.
If you are still in need of assistance then we would suggest contacting our customer service team via customerservice@directstoves.com, including your order details.
Kind regards,
Direct Stoves & Fireplaces
