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

“So far I have paid for the fireplace about a month ago but no delivery date posted so far. I think the setting of expected delivery date and information when it’s due is needed. Installers have been in touch which is good but they don’t have dates either and they need to know when the unit will be delivered of course.. I think they should not invoice for the whole amount until item is delivered like John Lewis.”

Helpful Report

Posted 3 months ago

Hi Brian, Thank you for your review. We are sorry for the delay in receipt of the gas fire. As you will be aware, the supplier had let us know that they had unexpectedly fallen out of stock of a necessary component hence the delay. We can see that our team has contacted you as of this week to advise of an updated lead time for the delivery. It is always our intention to keep customers as informed as possible regarding time frames and can only apologise for any inconvenience in this instance. Please do let us know if we can advise further in the meantime. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“I ordered a gas fire which she have been delivered within 3-5 days of ordering, 5 weeks later and a lot of emails it was delivered, they cannot guarantee a delivery date”

Helpful Report

Posted 4 months ago

Hi Christopher, Thanks for your review. We are sorry for any delay in receipt of the gas fire. As you mention, the fire selected at checkout would normally be a 3-5 working day lead time but on this occasion, the supplier had fallen out of stock of some necessary components. We can see that our Dispatch team had provided a revised estimate on the lead time once notified. Unfortunately, and while significant delays are infrequent, they can and do occur on occasion due to factors outside of our control. We do appreciate the inconvenience caused and can only apologise for the length of time between ordering and receipt. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“I was very pleased with the advice and service in the showroom and also impressed by the knowledge and helpfulness of staff. I love my mantelpiece and plinth and they match my living room brilliantly. The engineer, Mark, was also very good, skilful, well organised and helpful. Had the actual fire been fit for purpose the review would have been excellent. Sadly the base fire coals and the fascia were both damaged when the box was opened and the fire could not be used, it was not fit for purpose. Mark, the engineer was very apologetic and emailed the office straight away, a replacement was needed. It is two weeks later and three times I have had to ring up and enquire what is happening. I have had no apology and no updates. I am extremely disappointed and still don't know when the fire will be completed. I understand that accidents happen. What I don't understand is that the company did not keep me informed, gave no apology and seemed to show little urgency to put the situation right.”

Helpful Report

Posted 4 months ago

Hi, Thank you for your review. We are glad that you were pleased with the service received in the showroom and with the fireplace received. This said, we are sorry for any inconvenience relating to the gas fire. To confirm relating to the issue reported, our Dispatch team has ordered replacement parts for the fire to be delivered to our warehouse in due course. As soon as these are in stock, our team will be in touch to make further arrangements. We can only apologise for the delay in receiving these parts. Unfortunately, we are in a very busy period for heating appliances and it has in some instances taken longer than usual for our suppliers to dispatch goods. Please be assured that our Customer Service team does take any issues seriously and that they have been chasing the supplier to try and ensure a resolution ASAP. If we can offer any further information in the meantime then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 4 months ago

“The fireplace is very difficult to use, and the lighting procedure is exceptionally difficult . It is not possible to reduce the heat until 30 minutes has passed at the high level, which is often not wanted. There are no pointers indicating which position is 1 to 6. Also the installer did not take away either the old fireplace nor any of the large boxes which came with the new fireplace.”

Helpful Report

Posted 9 months ago

Hi Margaret, Thank you for your review. We are sorry to hear of the issues experienced with the fire in question. To clarify in terms of the requirement for a period at max heat, this is in order to warm up the chimney and allow for a proper 'pull' on the flue. The period of time recommended by different manufacturers may vary between models, but virtually all gas fires will require some period of time at maximum heat for the same reason. In terms of the fitting, the installers recommended by our showrooms or the installation team would not advertise the disposal of pre-existing fires or fireplaces, as they do not typically have the refuse licenses required to do so. We can only apologise for any inconvenience that this may have caused. If we can offer any further advice or assistance in terms of the operation of your fire then please don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 9 months ago

“Poor service, delivery times on website were inaccurate and quoted 2 weeks and they needed chasing constantly and even then it took 9 weeks to arrive …”

Helpful Report

Posted 10 months ago

Hi Jonathan, Thank you for your order and for your review. We are sorry for the delay in receipt of this order and for any inconvenience. The estimated lead times on the website are generally accurate to our supplier's projections, though in this instance the manufacturer appears to have suffered unexpected delays. It is always our aim to keep customers as informed as possible and we can only apologise for any disappointment on this occasion. If we can offer any further advice or assistance then please don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“The fire I ordered was out of stock however I was told there was one available in the warehouse that had been a cancellation. Paid then had to chase delivery to be told on inspection the trim was damaged & they would have to order a new trim. Waited, then had to chase again. Finally arrived with me and yes trim still damaged. I doubt they ordered the new trim! Either that or unlucky to have two damaged trims. Paid nearly £800 for what I thought would be a brand new fire. Due to all the hassle & paying a fitter, we’ve left it fitted with a damaged corner. Would not buy from again.”

Helpful Report

Posted 1 year ago

Hi Beverley, Thank you for your review. We are sorry to hear of the issue experienced with this order. We can confirm that a new trim and fret were ordered for the fire in question and can only apologise that the new frame had also arrived with damage. If it would be possible to send a photo and your order details to our customer service email, customerservice@direct-fireplaces.com, our team would be happy to speak to the supplier and look into this further for you if need be, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I have to say the order process and the website was really easy to use! What has really upset me was the delivery stated from 9am, I woke up at 7, went downstairs to find the fire had been dumped outside of my front door without knocking on the door or ringing the doorbell! I thought this was a poor representation of you and was incredibly poor customer service! Especially as it was pouring down and I had to get help earlier than expected to bring the fire in.”

Helpful Report

Posted 1 year ago

Hi Susan, Thank you for your review. We're glad to hear that you found the ordering process to be easy, though we're sorry to hear of the problem experienced with the delivery. Some of our suppliers work with their own delivery partners and while complaints of this nature are rare, we do appreciate the opportunity to feed back to our supplier regarding this. We hope that you're now enjoying the fire regardless. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Poor service still awaiting 2nd fire. Collection address was very obscure . Still no idea when 2nd fire arriving promised today nothing”

Helpful Report

Posted 1 year ago

Hi Kath, Thanks for your review. We were sorry to hear that the original order was unsuitable for your needs, and we're glad to see that our Returns team was able to book in a collection for you ASAP. We can see that our Dispatch team contacted you on the 7/11/23 to advise that delivery for the new order would be within 5-7 working days. The supplier has also advised that the fire was dispatched for delivery on the 16/11/23. Naturally, if there are any issues upon receipt then please do let us know and we'll be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Very disappointed with direct fireplaces overall. We ordered a fireplace and fire. The fireplace arrived with no hearth and backplate. The fire was delivered to the wrong address. Pretty poor really when spending nearly £1500.”

Helpful Report

Posted 1 year ago

Hi David, Thanks for your review. We were sorry to hear of the issues experienced with this order due to errors on the part of our supplier. This is a very busy time of year for many suppliers and couriers, and while errors are thankfully very rare they can and do happen. This said, we can see that our Dispatch team did work to rectify and resolve the problems as quickly as possible, and trust that you have now received everything for the order. Regardless, please accept our apologies for any inconvenience. 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

“First contact with Direct Fireplaces good. Prompt delivery. Very disappointed finish. Brass surround, top joint one side of seam not flush, raised and sharp. I am elderly, on my own. Cannot afford plumber to send back and reinstall. Fault should have been rectified on inspection before sending for sale.”

Helpful Report

Posted 1 year ago

Hi Josephine, Thank you for your review. We were sorry to hear of the issues experienced. The fire in this instance was sent directly from our supplier but we appreciate the opportunity to pass on feedback, so that we can ensure the best possible products and service going forward. We do recommend bringing any problems to our attention ASAP so that we can address these with the supplier as needed. If you are still in need of assistance, please don't hesitate to contact our customer service team with some photos via sales@direct-fireplaces.com and we'll see what we can do. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“At the Third attempt my order was finally delivered however to the wrong address fortunately my neighbour from 5 doors away where the item was delivered to by the power of Google was able to find me. Was promised delivery on Three occasions like I say the 3rd attempt the fire I ordered more by luck than judgement found it's way to me, when I contacted the company regarding the no shows of the First Two deliveries although apologetic they seemed intent on passing the buck to the delivery company. Overall disappointing”

Helpful Report

Posted 1 year ago

Hi Tom, Thanks for your review. We were sorry to hear of the issues experienced with the delivery. On this occasion, the chosen item was shipped directly from the supplier with a 3rd party courier. While issues with delay or misdelivery are thankfully very rare, they can and do happen on occasion. Our dispatch team had worked to find a resolution upon notification of each failed delivery attempt, and can only apologise for any inconvenience. This having been said, please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Cannot provide a proper review as product delivered was discovered to be damaged either at the warehouse or in transit. Customer services have been helpful but now having to wait for either a replacement or refund, frustrating…”

Helpful Report

Posted 1 year ago

Hi Wessel, Thank you for your feedback. We were sorry to hear of the issue experienced with part of your order. As you mention in your review, the customer service team is currently looking into the damage reported with the supplier. This is so that we can feed back to you with an appropriate resolution. This said, please accept our fervent apologies for the inconvenience. If you need any further help or advice in the meantime then please do contact us again so that we can assist. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Can’t really comment as still awaiting delivery of part of the purchase…..”

Helpful Report

Posted 2 years ago

Hi James, Thanks for taking the time to provide feedback. We were sorry to hear of the delay to part of your order. We can see that our dispatch team had contacted you on the 16/2/23 following an update from the supplier, advising that an item had fallen out of stock and that there would be a slight delay as a result. Subsequently, we'd agreed with yourself to dispatch items as and when they were received into stock. This said, if you do happen to require any updates or if you have any other queries then please do let us know and we'll see what we can do. Kind regards, Direct Stoves & Fireplaces

Posted 2 years ago

“Ongoing situation, still waiting for delivery/installation 4 months after initial order. Review may change after the order is eventually completed. Issues with communication and their supplier. Actual shop have been helpful.”

Helpful Report

Posted 2 years ago

Hi Brian, Thanks for your review. We're sorry to hear about your experience and the delay to delivery of your order. I can see that the items had been purchased as bespoke and that these would have carried an extended lead time as a result. Unfortunately, part of the order had been delayed further due to an issue on the manufacturer's side. I can however see that our dispatch team have been in touch today having received the rest of the order into stock. You should receive further communication in order to get a delivery booked, but we would of course welcome further contact in the meantime if there is anything else with which we can assist. Our apologies again for any inconvenience, but thanks for your patience. We'd certainly appreciate further feedback once the order has been received. Kind regards, Direct Stoves & Fireplaces

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”

Helpful Report

Posted 2 years ago

“The only reason for 2 stars is the delivery was by UPS who dont tell you when there coming 3/ 5 days ridiculous when you work , No note in door saying they had taken fire back because it was broke we had to ring around to find out where it was so wont buy again from this company Its a shame because fire was lovely when we got it”

Helpful Report

Posted 2 years ago

Hi Paul Sorry you had a poor delivery experience. We use different delivery companies depending on the items purchased. Due to the increase demand on parcel companies, there are less carries that will handle large items such as yours, so we are limited to UPS sometimes. If practical for the customer we can deliver to work or other addresses. Many Thanks

Posted 2 years ago

“when I chose the fireplace and it stated chrome, I expected that the fret would not be plastic, looks cheap, to say the least. the background for the fire when not in use does not look the part. John Russell”

Helpful Report

Posted 2 years ago

“You sell on a lie. You advertise delivery in 15 days. Mine took about five weeks or more. I wanted it in for Christmas but it did not happen. Instructions were pretty useless. Good job I was an engineer, sorted it myself and had it up and running in two hours.”

Helpful Report

Posted 3 years ago

“A very nice gas fire - but the packaging had been tampered with, and one of the radiants was broken - see photo.”

Helpful Report

Posted 3 years ago

“Delivery was a huge pain. Had to chase 4 times. In the end despite me asking them to let me know when they were coming they just left it in the garden. Not impressed at all.”

Helpful Report

Posted 3 years 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