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

“I have not received my order”

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Posted 3 years ago

“We ordered and paid for a gas fire and surround and were looking forward to its arrival but in spite of bring told we would get it by 1st or 2nd August we still have no date for delivery! If the delivery was going to be longer I just wish they would tell the truth”

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Posted 3 years ago

“We have still not received our fire place and you have had our money £900 for over a month please advise when my goods will be delivered chris Burton”

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Posted 3 years ago

Hi Beverley Sorry you weren't happy with the length of time your goods took to arrive. When you placed the order we advised you that the goods were due in on the towards the end of May which would've been 2 weeks after the order. Looking at the notes on your order I can see 4 days after that we were advised that that date had been pushed back to the 7th June. I know we stated on the web site that delivery would be 10 - 14 days and I apologise we missed the estimated delivery and the goods took just over 3 weeks to arrive. Many Thanks

Posted 3 years ago

“Worst customer services I have ever dealt with. Delivery way overdue , kept getting told I would expect a call for delivery but never comes , have to chase them up myself.The women told me when I get the call it will be delivered within 24 hours , I got the call eventually and was told it will be there on the Friday , 5 Days later, not the 24 hours she claimed. Plenty of other better online companies you can purchase fireplaces from. AVOID!!!”

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Posted 3 years ago

Hi William I'm sorry if you feel you were messed around on the delivery of your fireplace. Looking at the notes you placed the order on the evening of the 3rd May. We e-mailed you on the 4th May to confirm the order and advised that delivery would be 15 - 20 working days but the haulage company would call and confirm a delivery date. You called and chased the delivery on the 18th May and you were advised that the goods would be delivered late the following week and the haulage company would call to confirm a date. You then called on the 24th to chase delivery and we called the haulage company and they had you on their list to book in that day. We called you back to confirm that you had heard from them and you said you had and delivery had been arranged for the 28th May which is within the estimated delivery time frame we advised on the 4th May.

Posted 3 years ago

“The guy at the shop was cheeky and dosent know how to talk. Delivery on all three orders took an awful long time. First time was nearly 4 months!! Wouldn't really buy again”

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Posted 3 years ago

Sorry if you felt someone was cheeky when you returned the fire. However from our records you only have one order with us and that was ordered on the 29th April and delivered on the 14th May, which is within the estimated delivery time we state on the web site for the fire you ordered. You contacted us on the 16th May to say it didn't fit the opening you had and would like to return it. When you came in the shop you complained no one had returned your calls. We explained that we could see you'd rung 7 times in 20 minutes but as we were busy you'd gone through to the call handling service we use for overflow. Of the 7 calls you made 6 time you refused to leave a message with the call handler, on the 7th call you did leave you name and we called you back. I would disagree anyone was cheeky to you but when you were aggressive towards us regards no one returning you call we explained that we had been busy and had tried to call you back.

Posted 3 years ago

“Very disappointing service I am very disappointed with this company. Avoid them at all costs The delivery was delayed three days without giving me any notice. Costumer service was very unhelpful. The hearth I order was delivered with a huge wooden frame, that I had to keep. When I called to ask if they can take it away, they said I have to pay £100 to return it.”

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Posted 3 years ago

I'm sorry you weren't happy with the packaging the hearth came on. Granite hearths are heavy and delicate so we have to send them on a pallet so they arrive to you in one piece. When you called you were asking for the cost of returning the complete order as you didn't want to take delivery of the goods on a pallet. The £100 you were quoted was the cost of returning the complete order not just the pallet. We tend to find that drivers are willing to take pallets away, but if not they can be broken up and either put in the green bin or taken to a local tip.

Posted 3 years ago

“Ordered a "Be Modern" fireplace over a month ago. With a one to two week delivery expectation Had to chase several times only to be told today that the manufacturer hasn't and could make any!”

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Posted 4 years ago

Direct Fireplaces is rated 4.4 based on 872 reviews