“Booked a 2 man delivery as stove is heavy. Requested a morning delivery as had to go to funeral in the afternoon. Night before was advised that would not be morning delivery as requested. When I phoned the driver he advised me that they would be later than advised. He was not interested that we were going to a funeral.
They left the stove outside our door and myself and my wife had a carry it in by ourselves”
Hi Derek,
Thank you for your review.
We are sorry to hear of any dissatisfaction with the service received.
For two-man deliveries, our delivery partner would normally contact customers upon receipt of the goods to make a booking. On this occasion, it appears that you pre-empted contact from our delivery partner and spoke to our own Dispatch team to request delivery on the morning of the 23/2/26.
Dispatch did pass on your request to the courier and they advised that they would do their best to accommodate your request, to be confirmed with you the evening prior to the scheduled delivery date. Unfortunately, due to various factors relating to the planning of delivery routes and driver availability, it is not always possible for the courier to fulfil every delivery request and we can only apologise for any inconvenience.
We are also sorry to hear of the issue relating to the delivery itself. As per the delivery information on our website, pertaining to two-man deliveries, "the item will be carried into the room of your choice, where access allows. The delivery team will normally carry items up one flight of stairs, provided it is safe to do so.
Carrying items beyond one flight of stairs is at the driver’s discretion. If you live above the first floor, please inform us in advance to avoid any delivery issues".
As we're sure you can appreciate, deliveries to flats may not always meet these stipulations and the drivers are entitled to refuse to deliver into locations where access may be a problem.
We generally recommend that customers contact us ASAP if there are any problems on the delivery date so that we can try and assist as quickly and completely as possible.
If you are still in need of assistance and if you would able to contact 0161 376 4191 option 2 or dispatch@directstoves.com, we would be happy to advise,
Kind regards,
Direct Stoves & Fireplaces
“The delivery was fine, but FRANKLY it did not need two men to bring in this stove. It's not made of cast-iron. My husband shifted it around himself with no problem.”
