Direct Stoves Reviews

Name: Direct Stoves
Address: 137 Wellington Road North, ,, 137 Wellington Road North, ,, Stockport
Rating: 4.54

4.5 Rating 1,554 Reviews

88 %

of reviewers recommend Direct Stoves

4.5

Based on 1,554 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

Direct Stoves 5 star review on 2nd December 2024

174

Anonymous

Anonymous // 01/01/2019

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“I purchased an expensive wood buring stove from direct stoves during the summer so to have it ready for the winter use and when started to use after few times we had a fire on, one morning we noticed a crack in the glass. Condidering we have been using fireolaces and wood burning stoves for years now and know how to take care of tehm and what hiders or damages them we immediately understood this was a simple case of a faulty glass. Got in touch with direct stoves to see what they could do and they simply washed their hands from it saying that if a glass warranty isn't purchased for the glass they cant do anything and just gave me some links of companies that replace glasses. I was not happy at all and informed them about my discontent but still no help there. Considering the stove wasn't cheap and this happened so quickly after only a few uses i was expecting a better customer service which i clearly did not get. Based on my experience i will not purchase from them ever again and would be very carefuly if purchasing from them on adding all the additional warranties offered. Definitley a terrible experience with direct stoves.”

Helpful Report

Posted 10 months ago

Hi Dania, Thank you for your review. We were sorry to hear of the issue experienced. Unfortunately, stove glass is considered a consumable part under the vast majority of manufacturer warranty policies and so is not eligible for replacement under guarantee. As you may have seen on our website, we do offer stove glass insurance at checkout which is very reasonably priced and allows us (as the retailer) to provide a piece of replacement glass within the specified time frame. Because this option was not selected at checkout, we were unable to provide a replacement when notified of the damaged component some months after delivery. For this reason, our customer service team will have tried to help as best they could in terms of recommending spares networks from which new glass could be sourced. We can only apologise if you were dissatisfied with this as a means of resolution. If we can offer any other advice regarding the stove in question then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Excellent from start to finish. Communication was spot on and made it an easy and transparent process. The subcontractors for installation were brilliant which further added to my satisfaction.”

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Posted 10 months ago

Hi Simon, Thanks for your review. It's great to hear that you were so impressed with you experience in ordering through Direct Stoves. We're also pleased to hear that the stove has been fitted and we trust that you've been getting a lot of use out of it! Please do let us know if we can offer any further advice or assistance, Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“great comunication and products however the delivery flexibiilty is limited”

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Posted 10 months ago

“Delivery on time haven’t had it fitted yet but looks great”

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Posted 10 months ago

“Bought a stove and some long legs. Website said legs will take bit longer (up to 14 days). No problem. Stove arrived. Had phonecall to say call us to arrange delivery of legs. Then an email saying your full order is complete. I wasn’t clear whether stove legs arrived yet (not on site). They hadn’t. Called the number. “Yes we have the legs sir” “Oh right sorry I was a bit confused as had an email saying my order is complete/concluded. I need them asap as it’s been a fair while now and I have an installer coming Friday who’s hard to get hold of” “No problem sir we’ll get them out with our courier and they’ll arrive either tomorrow (Wed) or Thurs latest” They hadn’t arrived by Thursday mid afternoon so ai rang them. “ Sorry we don’t have those. They have to be ordered in.” “But your colleague said he was sending them out“ “No there’s been an error getting them from the supplier. We don’t have them. We’ve ordered them though. They might arrive with us next week hopefully then we can arrange a delivery date.” “But I have an installer booked tomorrow” “Sorry sir”. “Why did your colleague say it was all sorted for this week?” Asked for manager, put on hold, gave up when no one picked up. They didn’t seem to think it was a problem to have advertised something in a set timeframe, verbally assure you it’s “just around the corner” and then when you chase it suddenly discover (they didn’t seem to know themselves that they didn’t have it) they’ve never even ordered it. If they’d acted as if this was poor service/worked to expedite it etc I would have accepted as a one-off. I can’t recommend them and they seemed very laid back/used to these timeframes. Still not got the legs.”

Helpful Report

Posted 10 months ago

Hi, Thank you for your review. We were sorry to hear of the issue experienced with part of your order. Unfortunately, there appears to have been a delay in receiving the optional legs for this model into stock from the supplier. We appreciate that there was some initial confusion on the part of our warehouse team relating to delivery scheduling, given that we had expected but not yet received the legs into stock at that time; we can only apologise for this confusion. Regarding delivery lead times, while we make every effort to fulfil orders as per projections and while delays are rare, they can and do happen on occasion. These are often as a result of factors beyond the control of our dispatch team and as a result we seldom recommend booking installers before any goods have been received into stock, to save potential disappointment. Please be assured that we do understand your frustration and that our Dispatch team will be in contact as soon as we have further information regarding delivery. Regardless, we are sorry that you have not been 100% satisfied with your experience in ordering with us and we appreciate your feedback. If you have any concerns or queries in the meantime, don't hesitate to get in touch. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“not got it yet”

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Posted 10 months ago

“I received a faulty product, glass window cracked straight of the packaging. They will not discuss over the phone but have not responded to my email for nearly over 2 weeks. I was also given incorrect information prior to purchasing.”

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Posted 10 months ago

Hi Ann, Thank you for your review. We were sorry to hear of the issue experienced with this order. We can see that our customer service team had contacted the supplier at the point that this was reported to us. Given that you have yet to receive a response, they have agreed to chase this up with the supplier in order to try and achieve a resolution as soon as they possibly can. If you have any other queries in the meantime then please don't hesitate to let us know, Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“We ordered our multi fuel fire and found the ordering experience very easy I telephoned on the day of delivery and was given a time slot . The driver arrived on time and he was brilliant! He placed our order where we wanted it 🌟🌟🌟🌟🌟”

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Posted 10 months ago

“We sent the exact measurements and model details to be sent the completely wrong sized glass and had to return it and wait for a refund. When we enquired what the problem was we were told you didn’t supply that sized glass! Why didn’t you tell us in first place. Disappointed with the ordering and delivery process.”

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Posted 10 months ago

Hi Keith, Thank you for your review. We were sorry to hear of the issue experienced. The problem on this occasion appears to have been that the manufacturer has discontinued spare parts for the specific model of stove. The piece of glass that was dispatched was for a more recent version of the same product line; this is not something of which our team was made aware ahead of time and we can only apologise for the inconvenience. We can see that as soon as our Dispatch team was made aware of the problem, they made arrangements to have the glass collected. This order has also been processed for a refund in full. Regardless, we do understand your disappointment. If we can offer any other advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Great, family’s loving it! Delivery driver was a little grumpy but that’s not your fault! Joy Best”

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Posted 10 months ago

“Stove ordered, delivered on time and in the correct condition. The services was fantastic.”

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Posted 10 months ago

“The first deliver was incomplete so it took several day to sort out, the admin person was very good”

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Posted 10 months ago

Hi Lee, Thanks for your review. We were sorry to hear of the issue experienced with delivery, but it's good to hear that our team was so helpful in resolving this. If we can offer any further advice or assistance then please do let us know. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“paid for 2 man driver they could not be more helpful they even delverd it to the room of my choice”

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Posted 10 months ago

Hi Brian, Thanks again for your order and for your review. It's good to hear that you were impressed with the two-man delivery service. As you mention, this comes highly recommended for instances in which customers may need items transported into the property. We'll be sure to pass on your compliments to our delivery partners. If we can offer any further advice or assistance then please don't hesitate to get in touch, Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Ordered a stove from Direct stoves due to a 48 hour delivery timescale. Was called the day before delivery to be told stove wouldn’t be delivered until after the day after. Paid more for the stove for this reason. Called customer services and as advised to email customer services. Still haven’t received a response back or a refund of the difference. Really disappointed at service”

Helpful Report

Posted 10 months ago

Hi Suraya, Thank you for your review. We are sorry to hear of the issue experienced with this order. Due to the time of year and current demand for heating appliances, the customer service team is receiving a high volume of queries at present and response times may be slightly extended as a result. If we could ask you to make sure that your query has been submitted to customerservice@directstoves.com including your full order information, this would be extremely helpful in ensuring that your complaint is dealt with as swiftly as possible. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Very helpful and knowledgeable both at Stanley green at stockport. Very efficient with ordering required stove and accessories with prompt and helpful delivery driver. Needed to rearrange delivery due to snow and ice but came next day”

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Posted 10 months ago

“Good price and great service. Order was simple and arrived when it stated Very pleased”

Direct Stoves 5 star review on 26th January 2024

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Posted 10 months ago

“Purchased an electric stove. Company seems to be reliable and friendly. I has a sales person ring me to explain that my stove would be a long delivery. He helped me look at alternatives, some of which were even cheaper! I opted to keep to the one I had ordered. I did as some point telephone to check on delivery and had a friendly, helpful response. Would recommend. Downside was delivery. Ordered middle October and stove delivered 27th December. Probably a manufacturing problem rather than Direct Stoves.”

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Posted 10 months ago

Hi Valerie, Thank you for your review. It's good to hear that you found our sales team to be so helpful and we hope that you've been enjoying your new electric stove. You're quite right; unfortunately, in this instance there was a manufacturing delay which resulted in an extended lead time, which prompted our having contacted you to suggest alternatives and assist however we could. If you do happen to need any further advice or assistance, don't hesitate to let us know. Kind regards, Direct Stoves & Fireplaces

Posted 10 months ago

“Stove arrived just before Christmas we had fitter ready, disappointed to discover two parts missing. They did send out missing parts and they arrived quickly but it was still the incorrect handle for the stove and have no contact from them since despite emailing numerous time handle still missing.”

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Posted 10 months ago

“Very helpful and friendly. Thank you”

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Posted 10 months ago

“the lady advising me on the phone was extremely helpful and knowledgable. Because of their kind and approachable manner, I decided to purchase from this company. I was somewhat stressed and actious because my current woodburner (with backboiler) had broken down and was no longer repairable. It urgently needed to be replaced, I was keen to make the correct purchase and needed some advice. To be frank- I was broke and just before Christmas this financial outlay was a problem. The lady seemed genuinely understanding and sympathetic to my situation and didnt rush me. Whearas a competitor company was brisque, pushy and said "all the details are on the website" etc., So I chose your company because of this. I am very thankful. You delivered an excellent boiler, on time, and the delivery driver was extremely helpful too. Overall excellent service”

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Posted 11 months ago

Hi David, Thanks for your message. We're sorry to hear of the issue experienced with your previous wood burner, but it's great to hear that our Sales team was so helpful in finding you a suitable replacement. Please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

Direct Stoves is rated 4.5 based on 1,554 reviews