Direct Fireplaces Reviews

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

4.4 Rating 859 Reviews

84 %

of reviewers recommend Direct Fireplaces

4.4

Based on 859 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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“On your website the Celsi Rapture was (and still is as I have just checked) rated as .9Kw/1.8Kw. The fire you have supplied says .75Kw/1.5Kw. Pretty disappointing as I was looking for about 2Kw but when I read spec thought OK 1.8 should be alright. I rang up to complain but only got your messaging service. The lady answering obviously could not help but promised it would be passed on and I would receive a reply. A long time ago now and I have heard nothing. So much for customer service. The fire itself is quite nice but the remote is a nightmare. Am using the buttons on the side which is much simpler. All in all a bad experience. Decided to keep it. God knows what I would have to go through to get a refund!!”

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Posted 2 years ago

“A part of the fireplace surround that arrived last Thursday is broken in half. Contacted Direct Fireplaces immediately but despite this and several phone calls as yet have not been given a clue as what they intend to do about it. Meanwhile £2k of fireplace & surround is laying on my living room floor with everyone stepping over it”

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Posted 2 years ago

“Easy to install and very efficient in heating room. Feet are a bit unsightly so haven’t fitted them. Fire is reasonably stable when free standing on hearth but have fixed it to the wall along the top edge of the surround with Velcro to give it additional stability and security.”

Direct Fireplaces 5 star review on 21st October 2022

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Posted 2 years ago

“I was unbelievably impressed with the standard of service I received from staff at Direct Fireplaces. My queries were dealt with efficiently and helpfully and my purchase was effected painlessly. What should be noted is that when I called the next day to cancel my order as I’d made some grave errors in my choice if product, this was carried out with no fuss or problem. I then ordered a more suitable (and cheaper) product and a refund if the difference was made within a very short and acceptable time frame. The product arrived within a matter of days. In my opinion this is a good company to deal with. Thank you.”

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Posted 2 years ago

“Excellent service unbelievable! And the finance available was literally instant and so innovative! Absolutely perfect!”

Direct Fireplaces 5 star review on 20th October 2022

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Posted 2 years ago

“The actual products we have bought are of good quality and would recommend. However, the delivery system is not good. The courier bought the granite slab for back of fireplace on a pallet. There was another large sheet of board nailed to top of pallet with the granite slab attached. The driver said it weighed 80kgms. He left it on drive and said was not allowed in our property. We are a couple in our late 60’s and we’re unable to move it. We had to ask for help from neighbours and were left with the pallet and board to cut in half and take to tip. I think this is shocking service and needs to be looked at urgently.”

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Posted 2 years ago

“Really pleased with our fireplace £120 cheaper with direct fireplaces and free delivery Delivered within 48hrs of placing the order Would highly recommend Direct Fireplaces .. good choice and best prices”

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Posted 2 years ago

“The fireplace had a chip when we received it. I rang Customer Service to report it and was told one of the team would be in contact with me and that they would either change the part that was chipped or replace the fireplace. That was two weeks ago and I've heard nothing. There was no instructions on how to fit the fireplace.”

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Posted 2 years ago

“Unfortunately, although the product looks fantastic on the website, I am yet to experience what it actually looks like. I would like to clarify this review. I had to rearrange the delivery due personal reasons. This was communicated directly to the courier company. I have then left several messages with Direct Fireplaces messaging service, none of which were responded to. It was only when I sent an email saying I would cancel the order, and chargeback the cost that I was then called and the delivery was rearranged. That delivery did not turn up on the promised day, and no communication was received either from the courier, or the company. I again asked what was going on and was told they would look into it. As yet, 48 hours later, I have had no further communication regarding my order. I have however received an email asking me to rate their service. Unfortunately, I feel compelled to write a review based solely on the poor customer service, rather than the actual product.”

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Posted 2 years ago

“So happy with my electric fire the price was amazing so east to install and looks so good. Thankyou”

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Posted 2 years ago

“product arrived in perfect condition. excellent service. well done.”

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Posted 2 years ago

“Still not received installation pack or instructions”

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Posted 2 years ago

“So pleased with our fire. Was delivered within a few days. But lucky we were in at time of delivery as couriers did not give us a date or time for our deliver.”

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Posted 2 years ago

“Sent these awful unprofessional people 2 emails as requested so I could cancel my undelivered fireplace. It’s now 3 weeks later and I’ve still not been refunded. I’ve had to open a PayPal claim to get my money returned and still they try and ignore the PayPal claim. My advice from dealing with these unprofessional people is don’t. Buy from elsewhere”

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Posted 2 years ago

“Was told they could not fulfill my order over a week ago asked for alternative recommendations but despite 4 emails and two phone calls I have not heard a word from the company regarding refunding my money. I have seen fires suitable for my needs on their website but noone has bothered to contact me”

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Posted 2 years ago

“WRITE A REVIEW! 2 weeks on and I still have not received my fire. Very angry and frustrated. Claiming a refund. Can't order from anywhere else till I receive a refund.”

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Posted 2 years ago

“one star for delivery on time. fire damaged on arrival had to ring company 5 times still not heard from them after 3 weeks would definitely not recommend”

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Posted 2 years ago

“arrived ok fitted ok”

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Posted 2 years ago

“It was broken had a crack right through the middle off a piece limestone over £1500 Phoned twice to see what they could do and won’t return my call ?”

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Posted 2 years ago

“I had my gas fire fitted on Tuesday September 13th. I am very pleased with it...Thank you”

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Posted 2 years ago

Direct Fireplaces is rated 4.4 based on 859 reviews