I have been pleased with Direct Fireplaces communications on expected delivery date ( no time given) , which has been helpful, however, when the fireplace arrived it came in a crate weighing 350Kg delivery driver offloaded and left in the middle of the pavement in the pouring rain. With not having a timed delivery I couldn't arrange for assistance, so I had to move the entire contents of the crate myself as couldn't leave the pavement blocked. With being in the construction industry myself, I would expect there to be a specification sheet, that would at least give a list of contents in the crate, also the correct material to be used when erecting the fireplace. Even if I was getting a specialist to erect I would want to check they are using the correct materials. Sometimes it's the simplest things that can change a 3* performance to 5*