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

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“No problems at all”

Helpful Report

Posted 2 years ago

Hi Kenneth, Thanks for your positive review. We're happy to hear that you've had a good experience in ordering with us. We'd love to hear from you again if you happen to need anything else from us in future. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Not a very good fire I payed £899 you have to get on your knees to light it and it is just a ugly looking fire I would not recommended it to anyone as I am disabled I have to get someone to light it for me I was robbed and I am not very happy with it so don't buy one”

Helpful Report

Posted 2 years ago

Hi, Thanks for your feedback. We're sorry to hear that you're not 100% satisfied with the fire received, as we at Direct Fireplaces always strive to offer the best experience possible in ordering with us. We do list specifications for the fires available on our website which includes mention of the control method (manual, topslide control, remote, etc). In instances where there may be particular requirements and where we can assist in choosing the right fire for your needs, we would recommend contacting our trained sales team on 0161 376 4181. Regardless, thanks again for your feedback and please rest assured that your review will be taken on board. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Love my new fire. Great service.Great choice.Speedy Delivery.”

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Posted 2 years ago

Hi, Thank you for the positive feedback. We're happy to hear that you had a good experience with Direct Fireplaces and that the customer service, range of products and delivery received were all to your liking. If you think of anything else with which we can assist then don't hesitate to contact us. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Arrived promptly and was as described on website. Good service and excellent product.”

Helpful Report

Posted 2 years ago

Hi Lynda, Thank you for your review. Your positive feedback is greatly appreciated. We're pleased to hear that you've been impressed by the speed of delivery and the product received, and it's our hope that you'll let us know if we can provide any other assistance. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“A lovely cast insert, not tried it out yet, but can't wait to install it with the electric fire. Well packed and delivered exactly as said it would be. Would definitely recommend this company.”

Helpful Report

Posted 2 years ago

Hi Susan, Thank you for your feedback. It's great to hear that you've had such a positive experience in ordering with us, and we're pleased to hear that you've been enjoying your new cast insert. If you need anything else for your fireplace then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Excellent customer service and product UPS delivered to the hallway, Highly recommend Direct Fireplaces”

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Posted 2 years ago

Hi, Thanks again for your order, and for your kind feedback. I'm pleased to hear that the level of customer service and product quality received was to your liking. We take pride in offering a wide range and ample product knowledge so that customers can choose the fireplace that's right for them. Please do let us know if we can offer any other advice or assistance in future. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“We had to wait nearly one year to have our new gas fire and fireplace fitted but it was worth the wait as we are extremely pleased with the fire and fireplace, the excellent service from Direct Fireplaces and the perfect fitting of both by K&H Fireplace Installers based in Hamilton.”

Helpful Report

Posted 2 years ago

Hi Brian, Thank you for your review. It's great to hear how pleased you are with the fireplace received, and I'm glad that this has now all been installed and put to use. We trust that you'll let us know if we can offer any further help or advice. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“The fire place is great, no instructions to fit or details of the fire place out put for the HETAS certification so it had to be searched by the guy who installed for me. Cost was reasonable and delivery was straight forward. The only down side was that I had to have it delivered to my mothers as I was away working and the delivery guy was really in-helpful lifted the pallet of with a heavy cast iron fire place on it and would only drop off at the top of the drive he wouldn’t wheel it 5m into a secure garage which left my 75 year old mother worried about it being stolen until I got back…. I think this is terrible service and the guy was just rude… shame really a little bit of customer service goes a long way… the delivery process does need a review the fire places should be made secure unwrapped and checked for damage prior to them leaving, as I’m sure the customer will get the blame for the damage not good….. you need to look at this”

Helpful Report

Posted 2 years ago

Hi Jason, Thank you taking the time to leave a review. It's great that you're been as impressed as you are by the fireplace received. I am however sorry to hear of the issues experienced in terms of delivery. Unfortunately, drivers are generally only be able to leave the item at the first available point of access to the property, as per their contracts with our delivery partners. The strict delivery routes to which drivers work also mean that they are limited insofar as how long they can stay at each property. This said, we do of course take any constructive criticism seriously and would again apologise on our supplier's and our courier's behalf for any inconvenience. In the event that you do need any other advice or assistance, we would recommend contacting 0161 516 2955 option 2 or emailing dispatch@direct-fireplaces.com. Thanks again for your feedback. Kind regards, Jack Direct Stoves & Fireplaces

Posted 2 years ago

“Poor service. Poor quality goods.”

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Posted 2 years ago

“I appreciate they are busy but every communication via telephone, when I could actually speak to someone even the MD left me feeling unhappy with the service. After speaking to sales and finding a product that suited and was in stock I paid more and then got an email advising that delivery would be 2 weeks away. Requested a refund and finally had to contact PayPal to resolve. Sort out your customer service and listen to customers genuinely.”

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Posted 2 years ago

“A few initial issues on website , which were quickly resolved. Arrived on time and I was able to fit into our fireplace perfectly . A little bit heavy , but that was what I wanted. Looks great . Looking forward to using it.”

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Posted 2 years ago

“I can highly recommend Direct Fireplaces. Placed the order and the fire was delivered in a week. We were kept informed the whole time via emails. All our queries were dealt with by their customers services quickly and politely. Great company to deal with. I don't usually write reviews but felt I had to this time.”

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Posted 2 years ago

“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

Direct Fireplaces is rated 4.4 based on 872 reviews