“I was charged an extra £40 for delivery as the driver couldn't connect to my phone and I missed the first date. I know it was my problem so paid. It was delivered 3days later but the driver wouldn't come into the house, he put it on the doorstep and pushed it into the hall.”
Hi Cully,
Thank you for your feedback. We are sorry for any disappointment.
Unfortunately, we are ourselves charged by the courier for shipping. Given that many of the products that we sell are very heavy (especially a 12kW stove such as the one that you purchased) this cost can be quite considerable, especially if there is any journey over water.
While we are happy to subsidise the cost of a pallet delivery for mainland UK deliveries, shipping to your postcode is such that we do have to charge additionally.
If we can offer any further advice or assistance then please let us know,
Kind regards,
Direct Stoves & Fireplaces
“The extra delivery chargeo was not a problem. The problem was the delivery in itself? As I mention before the sale advice given by Jude was excellent. Dispatches and delivery companies was a nightmare. Dispatches can come with all the excuses, I was aware of the kerb only delivery ,what I was not expected to be left 30 or 40 meters from the door. Concerning the delivery people ,yes it was promised to be delivered the next day in a small ban , reverse into the gavel and dropped the parcel by the door. The only question who was to pay for it. Next day I got in touch with the delivery and they denied everything , it couldn't be Donne because HR, drivers not insurede etc, etc. What differences makes a small ban or a big lorry? It's done . As I say before if I would have been told before I pay for the stove of all the problems I wouldn't have bought it from you. Nevertheless the stove is in place and I hope it will give us a lot of heat during the winter.”
“Really not happy at all with the additional delivery charge. It was clear when the driver read the address back to me that the address was in fact a jumbled up combination of 2 addresses. No common sense to look at his delivery addresses to see if anything didn't look right. Additionally the Director at Direct Stoves deemed it good customer service to pass on the complete redelivery charge on to me despite having just spent over £900 with their business. Not a very balanced decision in my opinion having worked as a manager in customer service for 40yrs, but there you go.”
