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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“Stove was delivered on time, and the Stove looks great - Thanks Direct Stoves”

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Posted 1 year ago

“I am still yet to install the fire place so can’t judge on the performance but the fireplace looks fine, however the service I received was disappointing. Booked for the fireplace to come Thursday which I had to take the day off for, when I rang them on the day for an update they said it won’t be coming as it’s not in stock but they can source from somewhere else and can come next day which was fine, but another day off of work and also disappointing that this information was not relayed to me as I could of saved my holiday. Also I selected 1 man delivery and when the driver came he said he couldn’t help me bring the delivery into my property and he couldn’t put the delivery on my drive as it’s a stone drive. He said his only option was to store it on my neighbours drive which blocked there entrance into our shared alley way which was just ridiculous especially as I am pregnant and the parcel was approx 150kg so I couldn’t move it on my own and had to apologise to my neighbours. I didn’t see any description of selecting 1 man delivery that it would just be left anywhere outside, otherwise I would of selected a day where someone could have helped me carry it in even though I shouldn’t even be carrying anything so heavy.”

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Posted 1 year ago

Hi Amy, Thank you for your review. We were sorry to hear of the delay as well as the issue experienced with the delivery. As per the delivery information on our website, our free one-man delivery option entails the following: "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." As you may be aware, we do offer a two-man delivery option which would have allowed for delivery of the stove into a room of your choosing. We hope that this clarification helps. If we can advise ahead of any future orders, please do let us know and we will be happy to assist. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“Responsive and helpful. So far so good 🤞”

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Posted 1 year ago

“Exceptional customer service”

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Posted 1 year ago

“Customer service was really good quick and totally helpful advice regarding technical issue was really good”

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Posted 1 year ago

“Great service all round, the stove looks great. Just what we were hoping for and more. The biggest compliment goes to the delivery team. Fabulous communication from the guys and on time. Really good guys.”

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Posted 1 year ago

“Stove arrived at the scheduled delivery time, was very well packaged and we were kept well informed on the day. The driver was very helpful in helping to put the Stove where needed ready for install”

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Posted 1 year ago

“Delivery driver left on road outside house, unless you pay extra for two people then it’s just dumped in kerb side. After three weeks of use the bricks inside have cracked and customer service didn’t give a ****. Apparently it’s common, I won’t be buying or directing anyone to use you your services.”

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Posted 1 year ago

Hi Tom, Thank you for your review. We are sorry to hear that you are not 100% satisfied with the order in question. As per the delivery information on our website regarding the free one-man service: "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 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. As you may be aware, we do offer a two-man delivery option at checkout that would have enabled delivery into a room of your choosing. In terms of the fire bricks, these are designed to line and protect the body of the stove, and fluctuation in temperature as these heat up and cool down do cause cracks to develop over time. This is entirely normal and the rate at which cracking occurs is entirely dependent upon the type of fuel used, regularity of use, overfiring, etc. As a result, these are considered consumable parts by the manufacturer and not covered under warranty. You can source replacements from online spares retailers if need be but these only usually need replacing if the cracks are significant in size or the fire bricks start coming apart. This being said, if we can offer any other advice or assistance then please do let us know, Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“Slightly disappointed with delay in delivery and on arrival we flue was not the right size we ordered. We have been informed it could take 24/48 for the correct flue to be delivered. 24 hours has lapsed still not heard anything.”

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Posted 1 year ago

Hi Barry, Thanks for your review. We were sorry to hear of the problems experienced with your order. The supplier has apologised for the confusion regarding the flue liner received. We can see from the order details that our Dispatch team has been in contact to advise regarding the exchange. This being said, please do let us know if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 11 months ago

“Good delivery, however one item was missing. Contacted customer service and item was sent out immediately”

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Posted 1 year ago

Hi, Thanks very much for your review. We were sorry to hear that an item was missing from the delivery but we're glad that the customer service team was able to assist in getting this to you ASAP. Please don't hesitate to get in touch again if we can offer any further advice or assistance. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Still waiting on an update on delivery i have emailed twice requedting an update”

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Posted 1 year ago

Hi Susan, Thanks very much for your review. We are sorry to hear of the issue experienced with this order. We can see that you opted for the two-man delivery option at checkout, which does come with an extended lead time; this would be due to the requirement to ship goods to our main warehouse and then arrange a two-man courier from there. At this time of year, there is very high demand for delivery services and unfortunately this has meant to delays in some instances. I can see that our Dispatch team has been in correspondence with both yourself and our delivery partner to try and get this resolved ASAP. This said, we are sorry for any inconvenience and would suggest contacting our dispatch team via 0161 516 0875 (option 2) or email dispatch@direct-fireplaces.com if you need any further advice in the meantime. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“The stove arrived within 48 hours of ordering and was immaculately packaged. The stove was very easy to install and all instructions and paperwork were clear. Easy to light and control, the stove has proved excellent and efficient, giving plenty of heat.”

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Posted 1 year ago

Hi Matthew, Thanks very much for your order and for your review. It's great to hear that you're impressed with the stove received as well as the ordering and delivery process. If we can offer any further assistance then please don't hesitate to get in touch, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Short version is that Direct Stoves look great on the surface, but they use an absolutely disbolical delivery service, and sort of wash their hands of you once your purchase has gone…somewhere…to be [not]delivered.”

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Posted 1 year ago

Hi Katherine, Thanks for your review. We were sorry to hear of the issues experienced with delivery. To clarify, as you had selected the two-man delivery service at checkout, this order was booked in for collection via our two-man delivery partner. We can see that the courier then contacted you to agree a delivery date and that you had rejected the dates that were offered on the basis that these were unsuitable; this then necessitated replanning, which we appreciate did lead to a slight delay. Following said correspondence, and as you will be aware, our Dispatch team was contacted to help in terms of rebooking and this has now been formally arranged for a delivery date. With this in mind, we are sorry that you have not been 100% satisfied with the service received but would stress that our team have done all they can to assist in getting the order to you in good time. If there are any further problems or if you need any other advice, please don't hesitate to let our Dispatch team know. Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Very helpful,easy transaction,quickly delivered.”

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Posted 1 year ago

“We are really pleased with our new Huntingdon 30 electric stove. The whole process from ordering to delivery was smooth and had good communications when required. Would recommend this business to friends and family.”

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Posted 1 year ago

“My stove was delivered on the day I requested. It was very well packed to prevent damage. Really friendly delivery man. A nice stove at a good price”

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Posted 1 year ago

“Morso 6843 purchased - great service, best price and a super Stove.”

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Posted 1 year ago

“Excellent service and prompt delivery. Would highly recommend !”

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Posted 1 year ago

“Ordered a stove recently, parts were missing from order which were sent to me promptly. Now have a problem with paint peeling from top of stove, contacted customer services two weeks ago without reply. Very disappointing”

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Posted 1 year ago

Hi James, Thank you for your review. We are sorry to hear of the issues experienced with this order. It's good to hear that the missing parts were arranged promptly by our Dispatch team, and we're sorry for the delay in terms of a further response. To ensure that your query has been received to the correct email and that this is responded to ASAP, can we ask that you resend some images and your order details to customerservice@directstoves.com? Our Customer Service team will be able to look into this further and then coordinate with the supplier in order to find a resolution, Kind regards, Direct Stoves & Fireplaces

Posted 1 year ago

“Really happy with delivery time al be it came damaged by the courier. Replacement was done instantly and very fast turn around.”

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Posted 1 year ago

Direct Stoves is rated 4.5 based on 1,554 reviews