Direct Fireplaces Reviews

Name: Direct Fireplaces
Address: 137 Wellington Road North, 137 Wellington Road North, Stockport
Rating: 4.40

4.4 Rating 858 Reviews

84 %

of reviewers recommend Direct Fireplaces

4.4

Based on 858 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

Direct Fireplaces 5 star review on 17th December 2024

129

Anonymous

Anonymous // 01/01/2019

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“Brilliant service. Thank you - fire is now installed and extremely pleased with the end product”

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Posted 1 year ago

“Fantastic quality product excellent finish. Brilliant service. Fitters polite well mannered and very professional highly recommended company..”

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Posted 1 year ago

“I was let down twice on delivery dates and several phone calls were not returned”

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Posted 1 year ago

Hi Stephen, Thank you for your review. We were sorry to hear of the issues experienced with this order. We can see that there was a delay on the part of our supplier which resulted in subsequent delays to the expected delivery date. Any dates provided by our Dispatch team will have been based on the best available information from the supplier and we can only apologise on the behalf of said supplier and our delivery partner for any inconvenience. We do make every effort to respond to customer queries in a timely manner, though response times can sometimes be extended towards the end of any given year because of the demand for heating appliances and our services. This said, we are sorry that you haven't been 100% satisfied with your experience in ordering with us, and we do understand the potential frustration. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Website says 3 to 5 working days for delivery ordered 12th December still have not received it says it's out of stock so I don't know when it will come am going to ask for my money back if not received by the.end of next week.”

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Posted 1 year ago

Hi Julie, Thanks for your review. We were sorry to hear of the delay in receipt of your order. We can see that our team has previously chased this with the supplier on your behalf, and that we advised on the 21/12/23 that delivery would be in the new year. If you are in need of an urgent update regarding delivery of the fire in question, we'd urge you to contact our Dispatch team and we'll be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“My first choice of fireplace was out of stock and then so was my second choice. I have to wait until hopefully sometime in January for my second choice to be in stock and delivered. It was ordered in November as my gas fire became faulty in October and I feel let down with the length of time to wait for a new fire.”

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Posted 1 year ago

Hi Patricia, Thank you for your review. We were sorry to hear of the delay experienced with this order. We can see that this was placed with us on the 11/12/23, and that we were subsequently advised by the supplier that they had experienced an unforeseen manufacturing delay which then indicated likely delivery in early January 2024. Our Dispatch team makes every effort to keep customers informed regarding expected lead times, and can only apologise for the short notice nature of this particular delay. If we can offer any further advice or assistance between now and delivery, please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“order no 1000046694. goods arrived Dec 14th , gas fitters opened the goods up to find the front ceramic pebble support broken and no magnets. Sent emails and photos to Direct Fireplaces expecting the parts to be sent as soon as possible. I rang several times asking to be contacted as to the date of delivery, email sent apologising but no date of delivery.We feel if the company had spoken directly to BFM, instead of sending emails we would have had the goods.After ringing sales with no result, I took it upon my self to ring BFM on Dec22 to be told nothing will be going out until the 2nd Jan.This left us with no heating over the Christmas period and the foreseeable future. They had 7 days to get my goods to no avail.This service is not acceptable and we are still in limbo, sonsequently I will now have an extra fee to pay the engineer. I have asked several times to speak to a manager with no result. This now will take over three weeks before i will get my goods. Is this good Customer Service?. If anybody in Direct Fireplaces is bothered to ring me. once again my number is 07746065260. Dave Harrel”

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Posted 1 year ago

“I had great service from both the supplier and fitter of my new fire and I’m chuffed to bits with it! The fire looks lovely”

Direct Fireplaces 5 star review on 26th December 2023

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Posted 1 year ago

“The gas fire from yourselves was the best price, but your site referred to it as Chollerton everybody else referred to it as Calleos. Being a little concerned with this to see if there was another Gas Fire I contacted the Manufacturer Elgin & Hall they informed me that the product was definately now called Calleos and to be careful when Ordering that product that I did not receive an electric fire. Before ordering the Gas fire on your Web site I contacted yourselves by phone only to be told it is definately a Gas fire our web site has not been updated yet. So ordered it on the Web site only to receive an Electric fire.”

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Posted 1 year ago

Hi Stephen, Thanks for your review and our apologies for any confusion. We can see that the order was most certainly placed with the supplier as a 22" gas inset fire and can only apologise that the incorrect model was sent. We have coordinated with the supplier so that we can avoid any such instances in future, and can see that our Dispatch team have made arrangements for the incorrect fire to be collected and the correct fire delivered. That being said, if we can offer any further advice or assistance please do let us know. Kind regards, Direct Fires & Fireplaces

Posted 1 year ago

“I very carefully measured the recess behind my fireplace to ensure that the product would fit. When it arrived the measurements were perfect - so far so good. However, for some reason the electric source was via a 'kettle' lead on the side of the unit, which made absolutely sure it would not fit. I was offered a spacer (at additional cost of course) which might or might not allow the plug to be covered, I'll only find out when I have bought this - and it's not available until February 2024 anyway. This would defeat the object of having a recess anyway, and still mean the lead would have to be located outside and to the right of the fire to get to a wall socket - thus looking terrible. It was suggested that I got a mason to cut away the stone on this expensive fireplace surround...this is without a doubt a serious design fault, and now I am stuck with it. Very dissappointed.”

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Posted 1 year ago

Hi Hayden, Thank you for your review. We were sorry to hear of the issue experienced with this order. Unfortunately, as different fires are made to slightly different specifications depending on the model, we can't always guarantee suitability for every pre-existing surround. Our team has offered suggestions to try and help and can only apologise for not having been able to assist further, and that you are not 100% satisficed with the item received. If we can offer any further advice then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The fire looks nice couldn't fit the reflector and the ignition switch is very loose and difficult to regulate as I have already paid to have it fitted I didn't think it worth returning.”

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Posted 1 year ago

Hi Susan, Thank you for your review. It's good to hear that you're impressed with the look of the new fire, though we're sorry to hear of the issues experienced. If you are still in need of assistance, we'd suggest contacting customerservice@direct-fireplaces.com with your order information and details regarding the problem experienced, and we will be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Beautiful Fire, delivery on time and helpful customer service”

Direct Fireplaces 5 star review on 21st December 2023

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Posted 1 year ago

Hi Julie, Thanks for your review and for taking the time to show off the new fire. It's great to hear that you were impressed with the service received from Direct Fireplaces. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Delighted with this fire and surround what a great heat”

Direct Fireplaces 5 star review on 20th December 2023

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Posted 1 year ago

Hi Mary, Thank you for the kind review. It's great to see the fireplace dressed up for the festive season, and we're glad to hear that the electric fire has been in use. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I was given helpful advice on the best purchase for my circumstances. They price matched the product so I wanted as I had found it cheaper elsewhere. The delivery was excellent to where I wanted it in the room and they took all the packaging away. I can't fault them.”

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Posted 1 year ago

“The fire was easy to fit. Looked great when fitted & my customer was very pleased with the overall job.”

Direct Fireplaces 5 star review on 18th December 2023

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Posted 1 year ago

Hi Ian, Thanks very much for your kind review and for taking the time to upload a photo. It's always great to hear from fitters regarding our products; we appreciate your comments regarding the ease of installation and it's also gratifying to hear how pleased your customer is with the fire overall. Please don't hesitate to get in touch if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Fire place was exactly as seen on the net, delivered as informed”

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Posted 1 year ago

“very good service”

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Posted 1 year ago

“I am pleased with the purchase. The purchase and delivery has been a pleasant experience. They communicated delivery and were prompt.”

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Posted 1 year ago

Hi Afzal, Thanks very much for your review. It'd good to hear that that you found the process of ordering with us at Direct Fireplaces to be a pleasant experience. If we can offer any other advice or assistance then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“All seemed fine to start with as we were pleased to be told to expect delivery of our new gas fire in 2-3 days. When it still had not arrived over a week later, we queried the late delivery and were told there was a delay and it was out of stock until the end of January (nearly two months away)! The misleading delivery date was blamed on a nameless member of staff misreading the information on a document. However, the website continues to advertise delivery in 2-3 days. We cancelled the order and asked for a refund. Will buy elsewhere and not use Direct Fireplaces again.”

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Posted 1 year ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with your order. The delay was due to the supplier having fallen out of stock of the black fascia option specifically for your chosen fire. We can see that our Dispatch team contacted you to make you aware of this as soon as we were made aware of the issue, though we do appreciate and apologise for any inconvenience. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Chrystal jem in for Christmas Thanks to Rick at direct fireplaces Looking good We're happy Cheers Rick and Glenda”

Direct Fireplaces 5 star review on 14th December 2023

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Posted 1 year ago

Hi Richard, Thanks for your review. It's good to see the fire installed and in use. We'll be sure to pass your compliments on to Rick and the rest of the team. Let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Delivery brilliant and service With the fire I wanted at a good price”

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Posted 1 year ago

Direct Fireplaces is rated 4.4 based on 858 reviews