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

“Was delivered broken then none in stock just refunded my money. No option to wait I even asked for a price to take it as it is and have it repaired they didn’t get back to me. Sorry guys really disappointed team are friendly”

Helpful Report

Posted 1 year ago

Hi Richard, Thank you for your review. We were sorry to hear of the damage to the item upon receipt. We always aim to deliver a 100% satisfactory experience to our customers and can only apologise that we fell short on this occasion. If you are still in need of any advice or assistance, please do let our customer service team know so that we can advise further. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“A complete disaster from start to finish. Terrible mistakes made repeatedly. Never again!”

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Posted 1 year ago

Hi, Thanks for your review. We're sorry to hear that you weren't 100% satisfied with the order. We can see from the notes on our system that there were a few issues on the part of the supplier but appreciate the overall inconvenience and understand that this has now been resolved. If we can offer any further advice or assistance then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Order was made for two fireplaces. Took over a week to find out that only 1 was in stock, which came as a result of chasing several times. Repeated claims of 'will call you back' but never did. Eventually changed one of the fire places and constantly had to chase for a delivery date. These just arrived randomly on different days without any prior warning. Overall made over 18 calls, plus emails. Just hard work”

Helpful Report

Posted 1 year ago

Hi Ben, Thanks for your review. We were sorry to hear of the issues with this order and that you weren't 100% satisfied with your experience in ordering. Because of the current demand for fireplaces and heating appliances, we are experiencing a high number of queries at present and this can mean a longer than average response time. We can see that the sales team did get in touch as soon as they could, once informed by the supplier that they had fallen out of stock, but would still like to apologise on their behalf as well as our delivery partner's for any inconvenience and delay. In the event that we can offer any further advice or assistance, please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I will let you know when I can find a gas engineer to fit a flueless gas fire as I have not found one yet in East Sussex”

Helpful Report

Posted 1 year ago

Hi Graham, Thanks for your review. We're sorry to hear of the difficulty that you've faced in locating a gas engineer to fit the fire. As we're sure you can appreciate, we are purely the supplier for the fire in question and so can't guarantee the availability of flueless gas fitters local to individual customers. If you do need additional assistance in locating a fitter then we would perhaps recommend contacting Direct Heating Services via 0161 669 0697 or info@directheatingservices.com. Failing this, the Gas Safe Register is often a helpful resource for the same: https://www.gassaferegister.co.uk/ Please do let us know if we can advise further regarding your order, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“We have had no updates in regards to delivery which was 7 days from order 3 weeks ago. I've rang and still nothing thus the low rating.”

Helpful Report

Posted 1 year ago

Hi Amanda, Thank you for your feedback. We were sorry to hear that you have had a bad experience with our delivery partners. We understand how frustrating it is to wait for a delivery that doesn’t arrive when expected, and we are sorry that we did not meet said expectations this time. Looking at your order, we can see that our team contacted the delivery partner in question yesterday (31/5/23) and that they have subsequently been in contact with yourself to arrange shipping. This said, we appreciate your patience and if we can help further then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The fire has not been delivered. No notification as to when a fire will be delivered”

Helpful Report

Posted 1 year ago

Hi Elizabeth, Thank you for your feedback. We are sorry to hear that you have yet to receive the fire in question. We understand how frustrating it is to wait for a delivery that doesn’t arrive as anticipated, and we are sorry that we did not meet your expectations this time. Our dispatch team has been asked to look into this matter for you and provide an update. If you need any further advice or assistance in the meantime, we'd urge you to contact us directly so that we can help as quickly and completely as possible. I hope that this helps and our thanks again for your order. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Unfortunately, I have awarded 1 star too many, but couldn't give a review without giving a star. Keep looking. Don't use this company. Unless you want endless problems. Bought a fire beginning of January, fault found on installation so couldn't be installed properly. Reported straight away. Can't get anyone to fix fault until June. The fire never worked. Wouldn't ignite. Not happy.”

Helpful Report

Posted 1 year ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with the fire upon receipt. We can see that our customer service team were contacted at the end of January to report the ignition problem. Unfortunately, despite our colleagues having escalated this issue through our supplier, the continued high demand for gas fires had limited availability on the part of their gas engineers. We had made every effort to expedite this process but the fact of the matter was that both the product fault and the delay in inspection and repair were complications on the supplier's end and largely outside of our control. Though we appreciate the great inconvenience, we can see that the customer service team eventually agreed to collection and a full refund so as to address the problem as best we could on our end, and to bring a resolution. This was of course no-one's preferred means of rectification but would have been to limit further inconvenience. This all having been said, we’re sorry that we didn’t deliver the 100% satisfactory experience that we strive for at Direct Fireplaces. We will take your feedback on board and would encourage you to let us know if we can offer any advice or assistance in future, Kind regards, Direct Stoves & Fireplaces

Posted 1 year 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

“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

“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!!”

Helpful Report

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.”

Helpful Report

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

“Still not received installation pack or instructions”

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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”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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 have sent 3 messages and a phone call regarding my order, the messages I never received an answer, the phone call I made the girl on the other end took my number and told me she would get back to me but I never got a call back, so your after sales could be doing with a look at, so if anyone reads this can they tell me if they have a delivery date for my order,thank you, William Beaton”

Helpful Report

Posted 2 years ago

Hi Williiam I'm sorry if you haven't managed to get through to us. We try our absolute hardest to call all the messages back. If you're struggling by phone to contact us please e-mail us sales@direct-fireplaces.com or customerservice@direct-fireplaces.com Many Thanks

Posted 2 years ago

Direct Fireplaces is rated 4.4 based on 872 reviews