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

“The Ordering process was fine, as was the initial message to say that the product would be delivered in the next 2 to 5 working days. When I chased up, I was told that there was a problem, as the Order was in 2 parts, the 2nd part had just arrived and delivery would now be 7 days from first notified, i.e. 6th December. As I had my builder lined up for Monday 9th, this was now tight on timing. As so, I rang Direct Fireplaces throughout the week to check progress. I was repeatedly told that it was coming on 6th. However, having chased again on the 6th, I was told it wasn't coming - not their fault apparently, it was the fault of the Delivery firm. I therefore asked for assurances that it would come Monday 9th morning and I was told they would ensure that would happen. When I rang on 9th, I was eventually told it would be there in the afternoon, between 1pm and 5pm. It finally landed at 1.30pm with my builder sat waiting. I was told that if I wanted to complain, then I should ring their Customer Services team. In summary, aftersales and delivery was absolutely shocking.”

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Posted 3 months ago

Hi, Thanks for your review. We are sorry for any inconvenience relating to the delivery. Where applicable, we do heavily recommend against booking fitters prior to receipt of any goods. While the vast majority of deliveries through our shipping partners are received within the expected time frame, shipping delays can and do happen on occasion and these are often outside of our Dispatch team's control. We do appreciate your frustration and if you are still in need of assistance then our customer service team will be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 3 months ago

“The job not completed yet!”

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Posted 3 months ago

“Apart from mix up with delivery Fire not flush to wall as requested. Blemish on right pillar (please see photos) Otherwise a beautiful fireplace”

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Posted 3 months ago

“Fire was not in stock on day of instalment which meant another date had to be made. However the Fire and surround looks great.”

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Posted 5 months ago

Hi, Thank you for your order and for your review. We are sorry for any inconvenience regarding the installation. Any delivery times provided are estimates and while it is unusual for delays to occur, there can be occasions where rearranging fitting becomes necessary due to circumstances beyond our control. This being said, we're glad that you've been impressed by the fire and fireplace surround. Let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 5 months ago

“I’ve placed an order but the process has been quite slow to be honest”

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Posted 5 months ago

Hi Liz, Thank you for your feedback. We're sorry to hear of the slow progress. We can see that you have made arrangements for a survey with the fitting team, which does necessitate booking in with an installer. Because we have entered the busier part of the year for heating sales, some service areas may be experiencing unavoidable delays depending upon fitter availability. If you have any queries or concerns in the meantime then I would suggest contacting the relevant showroom or our fitting team, who will be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 5 months ago

“Always trying to get extra money saying we needed a liner when we didn’t . Nice fire place and surround just not into them trying to make extra cash when you’ve spent a decent amount on the fire and surround”

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Posted 9 months ago

Hi, Thanks very much for your order and for your review. It's good to hear that you were impressed with the fire and fireplace surround that you received, and we're sorry for any confusion regarding liner components. For gas appliances, whether or not a flex liner may be required is often dependent upon the item chosen and the condition of the chimney. We can see that on this occasion a chimney sweep had inspected your chimney and determined that a liner was not required and that the order was processed without. The sales team will have priced up a gas liner kit for you to consider ahead of inspection so that you had a good picture of potential cost in case this was needed. This being said, please do let us know if we can offer any further advice, assistance or clarification and our team will be happy to help. Kind regards, Direct Stoves & Fireplaces

Posted 9 months ago

“Fireplace took longer to deliver than I was told when purchasing it …. When it finally arrived by Palletline the delivery man had a terrible attitude and stood there and watched me struggle to drag the very heavy box up my path….. Once opened it was fine but the built in lighting was very tacky and cheap ..Thankfully it’s run by a separate plug to the fire itself so I’ve left that unplugged….. Once switched on the fire was quite noisy as one of the discs within that creates movement over an orange bulb was catching and clanking.. It has since stopped making the awful noise but now the orang bulb doesn’t seem to be working anymore so the bed of the fire is half orange and half yellow…. I haven’t complained as I can’t imagine how long it will take to replace it as the company don’t appear to have any sense of urgency with their customers orders so I have decided to just live with it”

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Posted 11 months ago

Hi Caroline, Thank you for your review. We were sorry to hear of the issues experienced with your order. It does appear that the goods took longer than anticipated to arrive into our warehouse from the supplier, for which we can only apologise. Regarding the delivery itself, and as per the information on our website, the free one-man delivery service is curbside and drivers are only able to transport palletised goods as far as the closest safe access point to the doorstep of the property. We do appreciate your feedback regarding our delivery partner and we're sorry for any inconvenience. In terms of any outstanding problems, and should you require our assistance, we would urge you to email our customer service team via customerservice@direct-fireplaces.com. We would ask that you include your order number and any supporting images and/or video that you can provide. Our team will be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Good customer service in store . However , had to chase up delivery after a month . Then when fireplace was delivered , the driver was annoyed that we couldn't help put the item in the house . During transport , fireplace was not placed in a box or protection of any kind! So there are massive scratches to the paintwork on the front now as a result”

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Posted 11 months ago

Hi Sameeha, Thank you for your review. We are sorry to hear of any issues. Looking at the details on the order, this was knowingly purchased as an ex-display media wall fire and so there should not have been the expectation that this would be received with the original packaging. Media wall units are constructed to encase the firebox and leave the trim and glass viewing area unobstructed to create a hole-in-wall fire effect. This being said, it's good to hear that you were pleased with the customer service received in-store and we are sorry for any inconvenience regarding the delivery. If there is anything else that we can do to assist then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“I can’t speak of the fire yet as have only received today so not installed However the delivery guys turned up on his own to deliver a 1800 fireplace weighing over 25kg. Luckily I had an electrician here who kindly helped him get it in the house. Had he not been here I would not have been able to help as have tennis elbow so can’t lift anything. I don’t expect to pay £2500 for a fire and have to provide labour to get it in the house. Also think that it is illegal for a single person to handle that weight”

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Posted 11 months ago

Hi Jane, Thanks again for your order and for your review. The standard delivery option would be free one-man delivery. As per our website: "The drivers are contracted to deliver the item to your property and must use a pallet truck to lift/move the goods, which are normally quite heavy and can be up to 1mtr wide (occasionally larger). If they cannot operate the pallet truck safely due to gravel/stone drives, steps, or slopes as examples they will only be able to leave the item at the first available access point. They will try to assist as best they can but can only stay at each property for a limited period. They cannot bring the goods inside your house and will leave the goods with you on the delivery pallet." For future reference, we do offer a two-man delivery option which would have meant that the fire could be transported into the property by the couriers. We hope that this information helps and can only apologise for any inconvenience. If we can offer any other advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“Told that fire was remote control but it wasn't. Very expensive at £585 to fit plus all the rubbish was left for us to take to tip. Not pressed”

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Posted 11 months ago

“Placed order 1st November delivery 7- 10 working days for Gazco inset fire, made several calls, after due date had expired- customer service was exceptionally good as they returned calls with updates from supplier within an hour - finally received delivery 11th Jan - not ideal after waiting 10 weeks during extreme cold weather, good job we had central heating - if delivery date had been more accurate when ordering disappointment would not have been an issue”

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Posted 1 year ago

Hi Ann, Thank you for your order and for your review. We were sorry to hear of the delay in receiving your order. Unfortunately, select manufacturers did experience delays late last year due to a high demand for heating appliances and factors affecting production. We can only apologise for any inconvenience. This being said, it's good to hear that our customer service team was helpful in keeping you informed regarding lead times. If we can offer any further advice or assistance in future then please don't hesitate to get in touch again, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Having our new fire and fireplace installed by Direct Fireplaces was a bitter-sweet customer experience. Having explained the sort of fire and fireplace we had before the installation of the new, we were told on three separate occasions that the level of disruption would be 'minimal'. Nothing could've been further from the reality. Although the fitter - Tony Forbes - did a great job of the final installation, there was extensive drilling over a period of several hours, creating a huge amount of brickdust throughout the lounge, hallway, staircase and upstairs landing. We were shocked and angry at the levels of choking dust which was all pervading. We had taken what we thought was purely precautionary levels of placing sheets over electrical items and furniture, in the belief there would be only 'minimal' disruption. In the wake of what was ultimately a very good and professional installation, we spent literally hours cleaning up. When I challenged Direct Fireplaces on their assertion of 'minimal' levels of dust and disruption, they asked if a pre-installation survey and photos had been undertaken. This had not been done and Direct Fireplaces admitted this was their oversight. They had been negligent in not doing so and - as a result of our bad experience - the company said they would instigate changes in their processes to ensure pre-installations surveys were integral to any future work. This was of little consolation to us. To rub salt into the wound, the people from whom we'd bought the fire - Fairways in Bromsgrove - supplied incorrect internal settings for the fire. The cost of the installation was £445. Direct Fireplaces was only prepared to refund £50 for all of their mistakes - a barely acceptable sum. The remaining £395 was payable directly to the installation contractor - Tony. At no stage had we been told this. Had we wanted to withhold partial payment it would've been penalising Tony and we didn't think it was fair to do so. As stated, elements of the installation process were unacceptable, but once started, there was no going back. We bear no animosity to Tony, but we hold Direct Fireplaces responsible for wholly inadequate guidance, a lack of due diligence and an unprofessional approach. I don't know where this review goes - if it is purely for internal purposes or online scrutiny - but it should act as a warning to other potential customers.”

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Posted 1 year ago

Hi David, Thank you for your review. We were sorry to hear of the issues experienced with this order. Our showroom teams advise as accurately as we can relating to installations; the suggested level of disruption to surroundings would be as per the best available information and based on prior experience. Unfortunately, while it is true that the removal of existing surrounds is generally not a very messy job comparatively speaking, in this instance the way in which the pre-existing hearth had been bedded down did mean that the fitter created more dust than anticipated in removing this. This is not something that our showroom team would have been able to foresee but we do appreciate the inconvenience to yourself that this caused. Similarly, the delivery of the incorrect fuel bed was as a result of a supplier picking error and this is something that our team worked to rectify as quickly as they could. As you will be aware, the manufacturer supplied us with a new fuel bed and we did offer this by way of a replacement, though you had advised that you were considering keeping the incorrect log bed. We work closely alongside our fitting team to try and address any problems and we're glad to hear that you were pleased with the installation overall, though we are sorry that you were not 100% satisfied with your experience in ordering with us. Please do let us know if you are still in need of any advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The gas fire from yourselves was the best price, but your site referred to it as Chollerton everybody else referred to it as Calleos. Being a little concerned with this to see if there was another Gas Fire I contacted the Manufacturer Elgin & Hall they informed me that the product was definately now called Calleos and to be careful when Ordering that product that I did not receive an electric fire. Before ordering the Gas fire on your Web site I contacted yourselves by phone only to be told it is definately a Gas fire our web site has not been updated yet. So ordered it on the Web site only to receive an Electric fire.”

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Posted 1 year ago

Hi Stephen, Thanks for your review and our apologies for any confusion. We can see that the order was most certainly placed with the supplier as a 22" gas inset fire and can only apologise that the incorrect model was sent. We have coordinated with the supplier so that we can avoid any such instances in future, and can see that our Dispatch team have made arrangements for the incorrect fire to be collected and the correct fire delivered. That being said, if we can offer any further advice or assistance please do let us know. Kind regards, Direct Fires & Fireplaces

Posted 1 year ago

“The fire looks nice couldn't fit the reflector and the ignition switch is very loose and difficult to regulate as I have already paid to have it fitted I didn't think it worth returning.”

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Posted 1 year ago

Hi Susan, Thank you for your review. It's good to hear that you're impressed with the look of the new fire, though we're sorry to hear of the issues experienced. If you are still in need of assistance, we'd suggest contacting customerservice@direct-fireplaces.com with your order information and details regarding the problem experienced, and we will be happy to advise further. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Easy to order but then received no indication of when the item would be available to organise delivery. It took 2 telephone calls and an email from me before I received the information I needed, way beyond the estimated timescale that the website suggested. The item received seems to be good quality but unable to confirm until it is fitted. This has been delayed due to the poor communication from this company.”

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Posted 1 year ago

Hi Emma, Thanks for your review. We were sorry to hear of the issue experienced with delivery. The item purchased from us is generally available within 10-15 working days, and we can see that our Dispatch team advised in an email on the 16/10/23 that the supplier was recommending receipt to our warehouse in approx. 2-3 weeks. We appreciate that it took slightly longer than anticipated for the suite to be received and we are sorry for any inconvenience. This being said, it is a very busy time of year for heating appliance sales and we do try and stress where necessary that any lead times are approximate and subject to slight variation. Our Dispatch team did their best to keep you informed of lead times based upon the best available information at any given stage in the process, including contact to book in the final delivery once we had receipt of the fire. Regardless, thanks again for your order. If we can offer any further advice or assistance post-fitting then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The fire place itself is beautiful and had many compliments, I haven't tried the actual heating as of yet. Reason I have gave 3 stars communication was not great on delivery. Website states 5 - 7 days I understand that delays can happen it takes about 4 weeks so a bit of communication would of been good A word of advise stop false advertising delivery time and amend on your website to 4 - 5 weeks then if its delivered earlier would have been impressed, as it took approximately 4 weeks I wasn't too impressed”

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Posted 1 year ago

Hi Lee, Thanks for your review. We're pleased to hear that you're impressed with the fireplace received. This said, we were sorry to hear of the delay in receiving this order. On this occasion, there appears to have been a delay insofar as our supplier booking the suite in for shipment. Thankfully, these instances are very rare but we do appreciate the inconvenience to yourself, and have communicated with our supplier with a view to ensuring good service going forward. If you happen to need any further advice or assistance then please don't hesitate to get in touch, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“you failed to notify me on the day whether or not the product was to be delivered, having issued a warning that delivery may be delayed and that it would be wrong to arrange a fitter in anticipation of the proposed delivery date. in the event, we missed the delivery men and made a complaint to the company.”

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Posted 1 year ago

Hi John, Thanks for your feedback. We were sorry to hear of the issue experienced with the delivery. On this occasion, the item was shipped to you directly from the supplier. Our supplier's courier would normally provide indication of a delivery date, and we can only apologise that this was not the case on this occasion. If you do need any further advice or assistance then please do let us know and we will be happy to help. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“I was very disappointed with the delivery leadtime. I specifically asked the sales person about it and he said no more than 2 weeks at the moment. It was closer to 5 weeks. I rang customer services many times chasing delivery, which had apparently gone missing on route to them or lost in their warehouse, and was not happy that they didn’t call back when they said they would.”

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Posted 1 year ago

Hi Tracy, Thanks for your review. We were sorry to hear of the issue experienced with this order. The lead time for this particular model would have been accurate at the time of ordering, and as advised by the sales team. While infrequent, there can sometimes be issues on the part of our supplier and/or the delivery courier which may cause delay, as appears to have been the case in this instance. We can see from the notes on this order that our customer service team worked to resolve the matter as quickly as they could, once made aware of the issue. Regardless, we appreciate your constructive feedback regarding our services and would like to apologise again for any inconvenience. Please do let us know if we can advise further, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The fire I ordered, turned up, damage, ordered another one turned up damaged in the end. I cancelled the order. I wasn't overimpressed it was very flimsy, not the best quality.”

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Posted 1 year ago

Hi Carol, Thank you for your review. We were sorry to hear of the issue with the fires received. It is worth saying that the model chosen is one of our most affordable and that the overall build quality will often scale with price, more budget designs often being made to a price point. This isn't to dismiss the problems experienced in your case, and we can only apologise that, despite our having liaised with the supplier in order to source a suitable replacement, they were unable to assist on this occasion. We can see that our customer service team arranged a collection for the replacement fire on the same day that we were made aware of the complaint, and that a full refund was processed the following day. In the event that we can offer any further advice or assistance, please don't hesitate to get in touch again. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The main reason I haven't given 5 stars, and, maybe it deserves them, but not having glass over the front means the rocks and logs are free to be moved or touched. This fire is not suitable for a home with children or pets that may and probably will pick them up, very dangerous. I am now having to glass glue amounts of the rocks together to make them safer and not small enough to swallow. Only have a dog but this would be too tempting. ALso need to check if the red light stays on in the centre when plugged in but not on ?”

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Posted 1 year ago

Hi Jane, Thanks for your review. We’re sorry that you're not 100% satisfied with the fire received. The electric fire which was purchased is listed as an open fronted as opposed to glass fronted fire on our website; this information is provided so that customers can make informed decisions before purchasing, in terms of suitability for their homes. We appreciate your feedback regardless. If you happen to need any further advice or assistance regarding this order then please do let us know. 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