“I spent over £2,000 converting a wood burning stove to a gas powered one in order to keep one room warm in really cold weather.
During some really cold weather, our gas engineer did this for us. The installation of these fires is no easy task. There are lots of different components which need to be assembled, it is a long process…just as he was about to light the fire, the last part, the control knob on the fire was faulty which meant that we couldn’t use the fire.
We contacted customer services who did their best to help and but we had to wait for the part for almost a week. I really don’t see why they didn’t send this crucial part for next day delivery. Again, their customer services did their best to chase this up for us, many thanks Nick, but the problem seemed to lie with the part suppliers.
We are really happy with the fire now that it is fully installed. It looks good and the heat output is ok.
I would use Direct Stoves again. But I would ask about whether the fire comes assembled and how long parts take to be replaced.”
Hi Irene,
Thank you for your feedback. We were sorry to hear of the issue experienced with part of your order, but we're glad that the problem has now been resolved and that our customer services team were as helpful as we've come to expect.
Unfortunately, in some of the rare instances where a product displays a fault upon receipt, we may have to speak to the manufacturer in order to get a specialist component supplied. Please rest assured that our team endeavours to make arrangements as quickly as possible, and that we appreciated your patience in waiting for the relevant part to be dispatched.
This said, please accept our fervent apologies for the inconvenience. If you need any further help or advice then please do contact us again so that we can assist.
Kind regards,
Direct Stoves & Fireplaces
