“I’ve not had the stove fitted yet. But I am very disappointed with the shipping company they used. I booked a Friday slot for delivery and a day off work. I couldn’t make other plans that day and wanted until 6:30pm for it to be delivered. It never came. The stove was finally delivered on the following Monday. Zero communication from the courier. Until minutes before delivery. All I got from Direct stoves was a sorry. I think the whole process was outrageous.”
Hi Mathew,
Thank you for your review.
We appreciate the inconvenience to yourself and we can only apologise for any frustration.
As our colleagues in the Dispatch team will have advised, we had requested delivery on Friday 25/7 on your behalf. Any delivery dates are estimated dates and are not 100% guaranteed due to the (thankfully small) possibility of delay in dispatch or transit. This being said, we are usually notified by the courier if there are any problems with the requested date.
Because the courier had not informed us that delivery did not take place on the 25/7, the first that we heard of this issue was on Monday 28/7 only minutes before the belated delivery took place.
We have passed on feedback to the courier to try and ensure the best possible service going forward. If we can offer any advice ahead of future orders, please do let us know and our team will be happy to assist,
Kind regards,
Direct Stoves & Fireplaces
Hi David,
Thanks for taking the time to upload a photo review.
We're really pleased to hear that you're impressed with the Portway Arundel XL stove. As you mention, the widescreen glass area of the Arundel XL makes for a striking flame picture while in use.
If we can offer any other assistance, please let us know.
Kind regards,
Direct Stoves & Fireplaces
Hi Shawn,
Thanks for your review. We are sorry to hear of any damage to the stove upon receipt.
If you are still in need of assistance then we would urge you to contact customerservice@directstoves.com with some photos and your order information. Our customer service team will be happy to assist further.
Kind regards,
Direct Stoves & Fireplaces
“Unable to give a review regarding the fire as it’s still boxed up and waiting to be fitted. But I can say both the service and value for money is second to none!”
