Direct Fireplaces Reviews

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

4.4 Rating 872 Reviews

84 %

of reviewers recommend Direct Fireplaces

4.4

Based on 872 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 6th March 2025

131

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered the Katell Verona Italia Optimyst Electric Fireplace Suite. Looks good but fireplace makes a gurgling, dripping noise. Emailed several times and was given a number to WhatsApp with a video. Despite numerous chaser emails, it looks like I'm being ignored. Shocking customer service. If you're looking for an electric fireplace, find another supplier.”

Helpful Report

Posted 2 years ago

Hi Henry We have sent all information you've sent to the supplier and we are waiting feedback. I will chase this on Monday as I can see it's been a week since we sent these to them. Many Thanks

Posted 2 years ago

“I put in an enquiry for price matching a product when they had price match offer on. And I have the emails to prove it from their automated email system acknowledging my enquiry. But they never replied, and then told me they don't do it anymore when I called then up 2 weeks later chasing the enquiry. The should have kept their word on previous enquiries being submitted at the time. Not the nicest way to do business. Wasted my time!”

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Posted 2 years ago

“Appalling customer support. I recently took delivery of my Durrington white (almost grey) fireplace . This arrived on time and undamaged and that’s the end of the good stuff. From then on it went downhill !! I am 43yrs an electro/mechanical engineer, so no problem connecting the downlights. When I switched on , one of the drivers exploded, with parts narrowly missing my face. I immediately contacted Kerys in customer support, she was polite and helpful, asking for photos to support my complaint, which I did. She emailed advising the replacement lights would take 3months to arrive ( no great concerns or mention about safety of the lights). I replied this was unacceptable as I could not complete the fireplace installation without the lights , also meaning I would not be able to complete my decorating. The next email I received was not from Kerys , but from Mike . It was a short and rather curt response , stating they had addressed the issue . Again no mention about my safety concerns. I sent a further email to Mike , this was to reiterate that a 3month wait was unacceptable and that I had ordered a new lighting kit online at my expense (good quality lighting kit fitted and no exploding parts) . Fireplace installation now completed and getting on with redecorating 😊. Yes you’ve guessed, no acknowledgment or response to my last email. So if I could resolve the issue ( my time and added expense) , why couldn’t they be bothered?? Goodwill non existent!! Also my deep concerns about the product safety have not been taken at all seriously. This has been the worst customer support ever . I hope they read the reviews and sort out the poor service, although somehow I doubt it. Also hoping my review will benefit prospective customers. Note; photos show blown driver , new replacement lighting kit (plinth lights with full safety protection built in and next day delivery from great company) and of course the completed installation.”

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Posted 2 years ago

“Had upgrade thinking it would had side button to switch fire on but it still always needs pilot light lighting which require kneeling down in front of fire and crouching to ignite pilot light.i expected better for almost a 1000 pounds”

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Posted 2 years ago

“We ordered the Howard Oak Fireplace package. Unfortunately we had to wait almost 2 months for our fireplace to arrive due to issues with delivery. When it arrived no fixings were delivered with the fireplace and no assembly instructions were provided. This is not clear from the website. A professional handyman struggled to assemble the fireplace and when a tile broke, we had to pay £150 for a new set. Customer service in response to these issues was poor and I would not buy from Direct Fireplaces again.”

Helpful Report

Posted 2 years ago

“Ordered my fireplace on 21/4/2022 It said delivery would be between 5-10 days , 20 days later I still don’t have a delivery date”

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Posted 2 years ago

“Terrible company, awful customer service. I bought a £3000 BBQ/Woodburner weighing 50kg which they wanted to dump on the side of the road and told my wife it was her responsibility to move it. They are only interested in taking the money and have no interest in customer service. Avoid at all costs”

Helpful Report

Posted 2 years ago

Hi Jon thank you for taking the time to review and we are sorry you feel we have not lived up to your expectations on this occasion. As per our confirmation emails and our delivery page, our standard delivery service is a one-man service and the driver will bring the goods which arrive on a pallet to the closest point that they can safely wheel a pallet truck. The driver had reported when he returned to the depot that due to a tree on your drive he was restricted with where he could position his van and subsequently could only leave the goods at the kerbside. We do recommend our two man delivery service if you need assistance with bringing the goods into your house. Regards, The Direct Fireplaces Team

Posted 2 years ago

“Would not recommend this company at all. I ordered a fireplace and as a small woman had to help carry 93kg from the lorry into my hallway as they only send one delivery person. Then worse than that the fireplace was damaged, completely broken wood on one side (cheaply made but cost a fortune) and cracked paint all over. I sent lots of photos and an emotional message and not so much as an apology or named person reply, only said that they are one man deliveries and they say this on their website and they’ve sent pics to supplier and will come back to me when they come back to them. £1500 and I’m sat with a damaged product and no idea what they are going to do to rectify it :( Wish I’d ordered elsewhere in the end!”

Helpful Report

Posted 2 years ago

“Asked for a quote for 2 x log burners. Told I would get quote on Fri...no quote? Chased up Anthony on Monday and finally got quote. Asked Anthony to amend quote on Tuesday..no quote! Asked again on wed via email..well it's now Sunday and I've still not received a amended quote...clearly Anthony doesn't care about customer service and I will be taking my business else where!”

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Posted 2 years ago

“Nowher in the sales info did it state not suitable for anything but asmall open fire. It came without any brackets or instructions.”

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Posted 3 years ago

Hi Penny Sorry if you're not happy with your pruchase. The fireplace is the same as the picture on the web site which is wooden fire surround with a cast iron insert. You selected the soild fuel option which allows you to burn coal or wood in the fireplace. The cast iron insert has a fire opening of 445mm wide these measurements are stated on the web site so you to workout the size of the fire you can can have and make sure the item is suitable to your needs prior to purchasing.

Posted 3 years ago

“Very poor after sales”

Helpful Report

Posted 3 years ago

“I'm refreshing an old Edwardian house and ordered a Granite hearth from these people. They are the worse of any of my suppliers by a mile. It was only because the hearth was late that I chased them and they blamed the haulage company. I was promised delivery-specific day and accepted. I arranged the installers. The hearth didn't arrive again. I then received an email rescinding that promise and offering a later date. Bearing in mind the hearth is now nearly a week late, and I have paid several hundred pounds for four wasted man-days. Again, bearing in mind it is their fault, Direct Fireplaced directed me to the small print which apparently (I can't find it) absolves them of responsibility. So I have been forced to accept an even later delivery date. I then asked if they would be kind enough to deliver between specified hours to save me wasting another whole day. Nope. Not a chance, so another day was wasted. Good people. If you are reading this I do urge you not to deal with Direct Fireplaces who have now held my money for nearly three weeks, have caused me a financial loss, and steadfastly refused to assist in any way.”

Helpful Report

Posted 3 years ago

“Promised that the fire would be here towards the end of November, placed the order on the 12th, when the fire didn’t arrive as planned spoke to them and now it’s going to be the middle of Decembe, not very good service”

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Posted 3 years ago

“Fire not as pictures and no information on electric fire if the information had been available I would not have purchased cast surround is beautiful but the electric fire is useless”

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Posted 3 years ago

“Had a problem with a damaged fascia on my fireplace when recieved this was dealt with promptly an excellent aftercare service”

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Posted 3 years ago

“Very poor communication no reply to emails Then when the fire finally arrived the box was bashed so much I nearly refused to accept it .. luckily it wasn’t damaged”

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Posted 3 years ago

“very horrible people to deal with tried to rip me off on price for a part which was in advert cheaper. stay away, also didn't inform me the part was not any longer available. until i phoned them to ask 3 weeks after.”

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Posted 3 years ago

“The ordering was very good and quick but delivery was a shambles. The driver and one other weren’t very friendly or helpful. I am a pensioner and on my own so trying to move the fireplace and unpack it was very difficult but eventually managed it to find it was very badly damaged, I emailed straight away and a pick up was arranged but I had to repack it which was not easy at all and managed eventually to pack it & hope it is secure enough.”

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Posted 3 years ago

“Fire and bars don’t agree. The curved bars will not fit on the for you sent I have been waiting more than four hours for you to let me know what you are going to do to rectify this Poor show. M. Port”

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Posted 3 years ago

“Haven't received it yet”

Helpful Report

Posted 3 years ago

Direct Fireplaces is rated 4.4 based on 872 reviews