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

“The Cheadle store are a shambles, very poor customer service - the overall attitude is can't be bothered. Shop elsewhere.”

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Posted 3 weeks ago

“Tell you a delivery date but keep to it !!!”

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Posted 1 month ago

Hi David, We are sorry for any disappointment relating to the delivery of your order. It is always our intention to meet expected dates as closely as possible and keep customers informed of any changes. As we're sure you can appreciate, delays can and do happen on rare occasions and these are often down to factors beyond our control. If there is anything else that we can do to assist, please let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 month ago

“Before we ordered the fire we paid for a survey to check that the fire would fit, this took serveral weeks so we could notget the fire fitted in August but October. The 2 men that fitted the fire seemed experieced and tidy. My main problem is that we chose the fire to heat the room but most of the heat goes up the flue and not into the room The controls are not very responsive and I am unhappy with the fire performance . I would like an expert to visit the house to check the fires performance”

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Posted 4 months ago

Hi Alan, Thank you for your review. We are sorry to hear of any disappointment relating to the fire received. We can see that you had, via the showroom, agreed to a survey in order to ensure suitability of your chosen fire for your property. As we're sure you can appreciate, this necessitates engineer availability for the survey and then the subsequent installation. Our fitting team at Direct Heating Services had looked to book these with you as soon as they could and can only apologise for any inconvenience. The item which you purchased is in fact among the most efficient and highest output open-fronted fires that we offer, at 73.7% listed efficiency and 4.61kW approx. output. As we're sure you can appreciate, there are many factors that can affect performance including (but not limited to) weather conditions and the location of your property and flue. If you wished to speak to a gas safe fitter regarding the performance of the fire, we would suggest emailing your order details to our fitting team at servicing@directheatingservices.com and they should be able to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“I still have not received my order!”

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Posted 5 months ago

Hi Robert, Thank you for your review. We're sorry to hear of the issue with your order. We can see that you received an email on the 2nd September to advise that the order had been dispatched for delivery within approximately 3-5 working days. With this in mind, we would suggest contacting our Dispatch team ASAP via 0161 376 4181 (Option 2) so that they can advise further. Kind regards, Direct Stoves & Fireplaces

Posted 5 months ago

“Not the fire I ordered it was n old fire which hadn’t been updated on line ended up back wards and forwards about twigs and glass that sat in fire bed not happy didn’t contact us to say it was arriving if we hadn’t been home when it was delivered I don’t know what would have happened”

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Posted 10 months ago

“Disappointed in the colour described as white but is more like cream/ beige”

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Posted 11 months ago

“I have ordered a fireplace and it's been installed today I'm devestated as it's two completely different colours This is disgraceful”

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Posted 1 year ago

Hi Andrea, We have tried contacting you to confirm whether everything is now okay with the fireplace in question. As our colleagues in the sales team will have advised, and as stated in the limestone unpacking guide which is available on our website, "the stone may be wet when you receive it; therefore individual components will appear different in colour. Any colour variation will gradually disappear after installation". Naturally, if there is anything else that we can do to help at this stage then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Direct fireplace had exactly the fireplace I was looking for, paid on line, came 3 days later ,but when delivery man was carring it to my home from the van , the box was damaged and a hole on top and side, had to decline as the box was damaged, and not sure if all the parts were damaged too. Contacted direct fires who ordered another fire , but this time had to wait 14 days for replacement. This time when the delivery man carried it to my home from the van ,parts were dropping out the bottom and a trail of parts were on the road! again declined delivery . I requested a refund . I know things can happen! . But twice! , I needed a fire so went elsewhere. It’s a shame this happened, but packaging wasn’t good.”

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Posted 1 year ago

Hi, Thanks very much for your review. We were sorry to hear of the issues experienced with this order; it is very unusual for this to have happened once, let alone twice, and we can completely appreciate your disappointment. We can see that a full refund has been processed for the order as of yesterday. In addition to this, we have fed back to the supplier regarding the problems reported, so that we can ensure the highest possible quality of service and delivery going forward. If there is any other way in which we can assist at this stage, please don't hesitate to get in touch again, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Ordered a fire from Direct Fireplaces on the 22nd November with a 3 - 4 week Delivery time today is the 22nd January still no Confirmation of Delivery. The excuses change each time I contact them for an update. Sales team where fantastic After sales absolutely shocking.Sorry can’t leave a review on the fireplace as I am still waiting for it”

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Posted 1 year ago

Hi Julie, Thank you for your review. We were sorry to hear of the delay in receiving your order and can only apologise for the inconvenience. As per previous discussion with our Dispatch team, the manufacturer has experienced unforeseen delays during production which have meant an extended lead time. We will continue to provide updates regarding the lead time as and when we receive any further information from our supplier. If you need any advice or assistance in the meantime then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Please be wary of the delivery times stated in the website. We ordered a surround for a customer to then find out it was a longer delivery estimate so we put our customer back. I was then in touch with Andy who informed us a date it would be in and we’d be able to get it delivered which we picked and then put the customer in (again) to then receive a call to say actually it would be later - again! Resorting in a further delay for the customer. I would unfortunately not order again through this company.”

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Posted 1 year ago

Hi Wayne, Thank you for your review. We were sorry to hear of the delays experienced with this order and for any inconvenience to yourself and the customer. While we work closely with our suppliers and delivery partners to fulfil orders in a timely manner, delays can and do occur at any stage in the process - especially towards the end of any given year when there is increased demand for heating appliances. Our Dispatch team will have endeavored to keep you as informed as possible whenever we received further information regarding delivery. This being said, we do appreciate your disappointment and would urge you to let us know if we can advise or assist in future. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Disappointed still waiting for the rest of the fireplace to be delivered! Was supposed to move into our new home for the new year but due to their lack of attention to my order this is now delayed!”

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Posted 1 year ago

Hi Ozmay, Thanks for your order and for your review. We were sorry to hear of the issue experienced with this order. As you will be aware, our supplier has acknowledged that the incorrect trim was sent for your fire as a result of human error. We do appreciate the inconvenience caused and can only apologise on their behalf for the delay, which will have been as a result of the time of year that this was reported, Christmas closures, etc. We can also see that our Dispatch team contacted you yesterday to provide an update regarding delivery of the new part. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I was let down twice on delivery dates and several phone calls were not returned”

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Posted 1 year ago

Hi Stephen, Thank you for your review. We were sorry to hear of the issues experienced with this order. We can see that there was a delay on the part of our supplier which resulted in subsequent delays to the expected delivery date. Any dates provided by our Dispatch team will have been based on the best available information from the supplier and we can only apologise on the behalf of said supplier and our delivery partner for any inconvenience. We do make every effort to respond to customer queries in a timely manner, though response times can sometimes be extended towards the end of any given year because of the demand for heating appliances and our services. This said, we are sorry that you haven't been 100% satisfied with your experience in ordering with us, and we do understand the potential frustration. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Website says 3 to 5 working days for delivery ordered 12th December still have not received it says it's out of stock so I don't know when it will come am going to ask for my money back if not received by the.end of next week.”

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Posted 1 year ago

Hi Julie, Thanks for your review. We were sorry to hear of the delay in receipt of your order. We can see that our team has previously chased this with the supplier on your behalf, and that we advised on the 21/12/23 that delivery would be in the new year. If you are in need of an urgent update regarding delivery of the fire in question, we'd urge you to contact our Dispatch team and we'll be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“My first choice of fireplace was out of stock and then so was my second choice. I have to wait until hopefully sometime in January for my second choice to be in stock and delivered. It was ordered in November as my gas fire became faulty in October and I feel let down with the length of time to wait for a new fire.”

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Posted 1 year ago

Hi Patricia, Thank you for your review. We were sorry to hear of the delay experienced with this order. We can see that this was placed with us on the 11/12/23, and that we were subsequently advised by the supplier that they had experienced an unforeseen manufacturing delay which then indicated likely delivery in early January 2024. Our Dispatch team makes every effort to keep customers informed regarding expected lead times, and can only apologise for the short notice nature of this particular delay. If we can offer any further advice or assistance between now and delivery, please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“order no 1000046694. goods arrived Dec 14th , gas fitters opened the goods up to find the front ceramic pebble support broken and no magnets. Sent emails and photos to Direct Fireplaces expecting the parts to be sent as soon as possible. I rang several times asking to be contacted as to the date of delivery, email sent apologising but no date of delivery.We feel if the company had spoken directly to BFM, instead of sending emails we would have had the goods.After ringing sales with no result, I took it upon my self to ring BFM on Dec22 to be told nothing will be going out until the 2nd Jan.This left us with no heating over the Christmas period and the foreseeable future. They had 7 days to get my goods to no avail.This service is not acceptable and we are still in limbo, sonsequently I will now have an extra fee to pay the engineer. I have asked several times to speak to a manager with no result. This now will take over three weeks before i will get my goods. Is this good Customer Service?. If anybody in Direct Fireplaces is bothered to ring me. once again my number is 07746065260. Dave Harrel”

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Posted 1 year ago

“I very carefully measured the recess behind my fireplace to ensure that the product would fit. When it arrived the measurements were perfect - so far so good. However, for some reason the electric source was via a 'kettle' lead on the side of the unit, which made absolutely sure it would not fit. I was offered a spacer (at additional cost of course) which might or might not allow the plug to be covered, I'll only find out when I have bought this - and it's not available until February 2024 anyway. This would defeat the object of having a recess anyway, and still mean the lead would have to be located outside and to the right of the fire to get to a wall socket - thus looking terrible. It was suggested that I got a mason to cut away the stone on this expensive fireplace surround...this is without a doubt a serious design fault, and now I am stuck with it. Very dissappointed.”

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Posted 1 year ago

Hi Hayden, Thank you for your review. We were sorry to hear of the issue experienced with this order. Unfortunately, as different fires are made to slightly different specifications depending on the model, we can't always guarantee suitability for every pre-existing surround. Our team has offered suggestions to try and help and can only apologise for not having been able to assist further, and that you are not 100% satisficed with the item received. If we can offer any further advice then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“All seemed fine to start with as we were pleased to be told to expect delivery of our new gas fire in 2-3 days. When it still had not arrived over a week later, we queried the late delivery and were told there was a delay and it was out of stock until the end of January (nearly two months away)! The misleading delivery date was blamed on a nameless member of staff misreading the information on a document. However, the website continues to advertise delivery in 2-3 days. We cancelled the order and asked for a refund. Will buy elsewhere and not use Direct Fireplaces again.”

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Posted 1 year ago

Hi, Thanks for your review. We were sorry to hear of the issue experienced with your order. The delay was due to the supplier having fallen out of stock of the black fascia option specifically for your chosen fire. We can see that our Dispatch team contacted you to make you aware of this as soon as we were made aware of the issue, though we do appreciate and apologise for any inconvenience. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“We did not like the way the driver would not help us indoors with the fireplace, but wished to leave it "Kerbside" therefore it had to be returned. We subsequently paid £75 for delivery, but the carriers would not take the fireplace out of the box, nor would they take away the packaging. At £75 we would have expected this service, particularly as we are a couple in our 80's and heavy lifting is quite challenging for us. The fireplace itself is fine, now we have managed to get help with unpacking it, but we would not recommend your company to anyone in view of the issues we have had with the delivery.”

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Posted 1 year ago

Hi Glenise, Thank you for your review. We're sorry to hear of the issue experienced with the delivery. We do advise in our online delivery information then the standard free delivery option is one-man, hence the necessity to deliver kerbside for safety reasons. As you will be aware, and having been made aware of a delivery issue, we subsequently offered the two-man delivery upgrade as an option to assist in getting the order into a room of your choosing. Unfortunately, it is at the courier's own discretion as to whether they will assist in unpackaging goods and this is neither a service that they advertise, nor something for which we can guarantee provision. In instances where you may have specific requirements for delivery, it is always best to run these by our team so that we can advise and potentially avoid any disappointment. This being said, we are always sorry to hear of any inconvenience and would encourage you to let us know if there's anything else with which we can assist. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I ordered a fire and the. Inset dimension was Wrong my husband had cut the plug off To wire into the spur then when we tried to fit it it was 15 Mm to big with no allowance for the power cable I rang a few times and was told they would get back to me and still. Have not heard anything I am really dissaponted with the service I have recieved or lack or service”

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Posted 1 year ago

Hi Janine, Thanks for your review. We were sorry to hear of the issue experienced with the fire in question. While this is thankfully very rare, our suppliers do sometimes change specifications for the fires without notice which can then lead to our website being out of date. This has been sent through to the web team to make amendments. Regarding the issue with the power cable, we're sure that you can appreciate that suppliers would generally be unable to accept returns where the fire has been damaged or modified. Our Customer Service team is currently looking into this matter to try and assist, and will endeavour to provide further information as soon as they can. If we can advise in the meantime then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“My fire place still haven’t been delivered and it’s ready for over 3 weeks . I paid £75 for 2 man delivery but getting dictated when I should be at home as they only deliver Tuesdays and Thursdays to my area apparently which is absolutely unacceptable ! I paid £1k for the fire place ,£75 for delivery but no body cares. Company’s like yours seems like think that peoples money grows on the trees ! The worse service ever experienced !!!”

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Posted 1 year ago

Hi Sandra, Thanks for your review. We were sorry to hear of the issues experienced with the delivery. We can see that our two-man courier had provided options for delivery dates but given the very high demand for this service at present, they are not always able to book in for your first choice of date if drivers are all already occupied. We do appreciate that this may be an inconvenience and we're sorry that this has meant delay to receipt of your order. If we can offer any further advice or assistance then please don't hesitate to get in touch with our Dispatch team. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

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 Reviews