“Incredibly bad service!! I bought the fire in February with the expectation that my very busy Hetas fitter would install when he had a window available. A month later he came to fit fire but on opening the undamaged very well wrapped packaging we discovered the back plate of the fire had a crack all the way through. Furthermore there was glass inside the fire indicating it had been dropped and someone had replaced the door glass but had not checked back of fire.
I emailed problem to Direct Fires Customer Service. No reply for 4 days. Then I phoned.
Nick Gadman the customer service man was very unhelpful saying that we had past the 30 day returns limit and started trying to wriggle out of being responsible for sell us a faulty fire.
He said he was going to take up with manufacturer. However it has been over 2 weeks since we talked and despite numerous unanswered emails I have heard nothing!!
Next stop trading standards and my credit card company!”
Hi Matthew,
Thank you for your review. We were sorry to hear of the issue experienced with the stove in question.
While we appreciate that there can sometimes be a delay between receipt of an order and fitting, we generally recommend that customers check over their orders upon receipt and report any damage as quickly as possible. This is to prevent any delay or complications in our reporting such issues to the manufacturer and thereby finding a speedy resolution.
Our customer service team contacted the supplier on the day that we were made aware of the damage to the stove. Unfortunately, due to the continued high demand for solid fuel appliances at present, we have in some instances seen longer than average wait times for responses, for which we can only apologise. We always aim to provide the best possible service and appreciate that you have not been satisfied with the order to this point.
The customer service team has been in communication with the manufacturer as recently as last week and we have requested that you be provided with a further update as quickly as possible once we have further information. This said, please don't hesitate to get in touch if you need any other advice in the meantime.
Kind regards,
Direct Stoves & Fireplaces
