Direct Fireplaces Reviews

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

4.4 Rating 860 Reviews

84 %

of reviewers recommend Direct Fireplaces

4.4

Based on 860 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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“The first fireplace which was delivered was damaged and caused me alot of stress as my fitters were booked in. After emailing and sending photo evidence another replacement fireplace was sent out in good time. However, this did mean reorganising, fitting, decorators etc. So was not ideal, hence the lower score.”

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Posted 2 years ago

“Was contacted by a very pleasant staff member to arrange delivery date Item arrived as arranged and very happy with purchase.”

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Posted 2 years ago

“Very happy with my fireplace hearth ❤ The only problem I had its very heavy !”

Direct Fireplaces 5 star review on 5th July 2022

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Posted 2 years ago

“I’m disabled and live on my own , so I needed some extra help with my delivery. I was delighted that you helped me without any problems. Delivery guys very friendly and professional and were more than happy to assemble my fireplace for me. All packaging was removed and taken away.”

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Posted 2 years ago

“Delivery men where brilliant.”

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Posted 2 years ago

“Superb service. would recommend to friends and family”

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Posted 2 years ago

“From the moment we entered the showroom, Lucy was so helpful. Lucy helped us choose the right fire surround for our home. Delivery was so efficient. Can't 't thank Lucy enough.”

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Posted 2 years ago

“Very fast delivery with no problems. The fireplace is lovely - good quality wood and looks beautiful. Very happy with the whole experience.”

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Posted 2 years ago

“Received the goods on time. They gave me a courtesy call just an hour before delivery. Very polite and good customer service.”

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Posted 2 years ago

“Delivered on time, well packaged, no damage, looks very good.”

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Posted 2 years ago

“What fantastic service we had from Lucy! We visited the showroom on Saturday. Lucy gave us expert advice and helped us narrow down our choices. We telephoned our order through on Monday, and our fire surround was delivered two days later. I will definitely recommend Direct Fireplaces to others. Thanks again Lucy.”

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Posted 2 years ago

“So happy with the fireplace, it’s beautiful. Was delivered on a pallet, which wouldn’t fit through either back or front gate, so delivery driver left outside garden. Extremely heavy to move and thankfully one of my neighbours helped me get it into the house, both of us exhausted after it. Very happy with service from Direct Fireplaces and understand Moving and Handling issues, but maybe be better if not delivered on a pallet and 2 people to transfer into house.”

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Posted 2 years ago

“I absolutely love my new fireplace, photos on the website do not do it justice, the quality of the flame and the workmanship of the surround is second to none. Although the delivery time had to be adjusted on the day the delivery men kept me up to date and apologised for the delay. They were very courteous and took the greatest of care manoeuvring the very large box into my sitting room. I would highly recommend this product and the delivery service.”

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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

“Very helpful sales lady in Stockport and friendly, helpful delivery driver”

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Posted 2 years ago

“All good from Direct Fireplaces thanks”

Direct Fireplaces 5 star review on 9th June 2022

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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

“I did not make a purchase. A member of your Sales Team incorrectly inserted my details rather than that of the actual Buyer. I was told this person should have contacted me to apologise after I pointed out the error. No telephone call was received. Poor customer service.”

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Posted 2 years ago

“Purchased - Carron Albert Cast Iron Fireplace and Granite 60 inch hearth - Fireplace surround absolutely stunning. Granite hearth lovely too. Cannot fault them both. Will finish off our Victorian renovation project to perfection. Delivery great, delivery drive at AM Transport brilliant. Got both very heavy items down our long driveway to door. Really happy with everything!”

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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.”

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Posted 2 years ago

Direct Fireplaces is rated 4.4 based on 860 reviews