Direct Stoves Reviews

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

4.5 Rating 1,589 Reviews

88 %

of reviewers recommend Direct Stoves

4.5

Based on 1,589 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 24th February 2025

Jennifer Ruffle

Direct Stoves 5 star review on 23rd February 2025

SARAH OBRIEN

Direct Stoves 5 star review on 19th February 2025

Shaun Balston

Direct Stoves 5 star review on 15th February 2025

Leslie McLean

192

Anonymous

Anonymous // 01/01/2019

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“Great customer service and responsive communication. Would definitely recommend and would use again.”

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Posted 2 years ago

“Absolutely shocking customer service experience. Zero communication from Direct Stoves around delivery day and times such that they then said I’d have to pay an additional £40 for delivery. They then delivered two stoves on a day I told them I was not at home. Luckily I was still on my driveway. I was honest and highlighted this mistake but have received nothing for this nor for the total lack of customer service. Think twice about giving your custom and read the reviews!!! Also some parts are missing from my order!”

Helpful Report

Posted 2 years ago

Hi Taylor You ordered your stove on the 26th September and selected a delivery date of the 5th October. We sent an order confirmation stating this. We then sent a further e-mail explaining the delivery process and that it was an all-day delivery. An e-mail you refer to in your e-mail to us. We then sent another e-mail on the 27th regards delivery, yet another e-mail you refer to in your e-mail to us. So, in total you had 3 e-mails confirming the delivery date you selected, 2 of which state it was an all-day delivery (a point you confirm in your e-mail to us). Then on the 5th October we arrive to deliver the stove but there is no one home. You then call to let us know you missed the delivery, and you were told there would be a £40 re-delivery fee (which we didn't charge). We were in communication with the haulage company, and they were back in your area on the 7th and attempted to deliver that day. Yes, you'd requested not to deliver that day but they tried anyway and luckily you were in and the stove was delivered. There was plenty of communication regards delivery as you have stated in your e-mail to us. This review is based on the fact you asked for compensation, for what I was unable to ascertain, but when I said we hadn't done anything wrong other than arrived to deliver the stove on your selected delivery date you said that you would be leaving negative reviews unless we offered you some compensation.

Posted 2 years ago

“Quick delivery - really pleased.”

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Posted 2 years ago

“Took delivery of the order - booked the fitter. Was then informed by a courier 2 weeks after initial delivery part was missing, NO contact made by direct stoves to advise part was missing. 2 emails - 2 phones calls and not a word back from them regarding assisting to sort out delivery or reimbursement for the fee I had to pay for cancellation of fitter. Sale and forget wouldn’t recommend.”

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Posted 2 years ago

“Good prices and great stove. Some additional ordered parts never arrived and customer service is poor. Still waiting for a call back to resolve the issue.”

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Posted 2 years ago

“Customer service is terrible, unable to contact, rang several times and left messages, tried there online form, eventually sent email and had a return email No call, took several exchanges to get refund for product that was incorrect size. Would definitely not recommend this company.”

Helpful Report

Posted 2 years ago

“I'd love to leave a review, but my fire hasn't arrived. I had a call from the delivery agent to say it was delayed by a week because you didn't pick it on time for them to collect. It is now due on 18 October and had better arrive because my fitters are coming on 19th.”

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Posted 2 years ago

“I still have the fitting kit missing I have rang three times and nobody is returning my calls I’m not happy at all Such good quality product let down by customer service”

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Posted 2 years ago

“lovely woodburner , arrived within days of ordering”

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Posted 2 years ago

“I ordered a stove online from direct stoves, it should have been delivered on the 7th of October. I waited in all day, at 12.10 I rang them to confirm that delivery would be made, a man answered and said I'll ring you back, he didn't. I rang again at 5.10 only to be told that it hadn't been picked and would be delivered today. This morning my stove arrived and a flimsy little piece of metal that was way too small to be called a retaining plate. No gloves, no flue pipe and no carbon monoxide detector. Thanks to Rotherham fireplace centre I was able to complete my job today, they were really in their game. I wouldn't touch direct stoves again, absolutely rubbish”

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Posted 2 years ago

“celsi vr rochester electric stove very good appearance and build quality.direct stoves very helpful and knowledgeable .delivered as quoted .would certainly use again.”

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Posted 2 years ago

“Poor customer services, 2 failed orders, no notifications or communication about lack of stock even after telephone call with staff. No reply to queries via telephone or email. Stove arrived and is nice but a stressful process with little assistance from staff.”

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Posted 2 years ago

“Customer service is shocking, two items missing from my delivery, I have phoned and left a message with their answering service and had no reply !! I have also emailed customer service and again had no reply !! Then I get sent an invite to review….. so here we are !!”

Helpful Report

Posted 2 years ago

Dear Lee, We apologise if you have had difficulty getting through to our Customer Service Team. Demand for our products and services is at an all-time high in the current climate, and we are taking longer to get back to customers than we normally do. We appreciate customer's patience whilst we get through the backlog. That said, on this occasion, we received the message regarding the missing part on the 12th October and dispatched the items on the following day. Hopefully, you should have those by now and are sorry these were missing in the first place. Kind regards, The Direct Stoves Team

Posted 2 years ago

“Very good service , delivered on time . Best price for a quality product.”

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Posted 2 years ago

“Direct Stoves were very helpful during the buying process and did everything they could to help me receive the stove. I would be happy to recommend them and I would purchase from them again.”

Helpful Report

Posted 2 years ago

“Minimal customer service,no way to contact seller, all communication via third party services who dont follow through, live chat is a robot. Companys attitude, place your order, pay, we pass delivery to third party now sod off we are done.”

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Posted 2 years ago

“On time and no damage Very helpful delivery man Very good service”

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Posted 2 years ago

“Had trouble, actually getting someone to take my order for the stove. Had to ring up 3 times for someone to take my money, in the end I was just about to cancel the order thought I'd give it one more try, and I was successful. I was told the stove would be delivered on Monday the 3rd of October, waiting in all day only to be told at the last minute, it wouldn't be delivered until the 5th of October, so another day off from work it arrived at 16:00 that day. I wouldn't recommend this company at all if you shop around you can get the stove cheaper very bad service they don't deserve to be in business.”

Helpful Report

Posted 2 years ago

Hi Mr James, We apologise that our delivery company made an error which delayed a select number of deliveries being made on time, yours being one of them. We are extremely sorry that this happened. As you can see from the hundreds of positive reviews, this is not the normal service we are renown for We appreciate the patience you have shown, understand your frustration and have taken steps to mitigate this happening again. Regards, The Direct Stoves Team

Posted 2 years ago

“Terrible customer service when I needed help to find out why my log burner wasn’t delivered on the day it was supposed to be, after waiting in all day and booking a days holiday off from work. Multiple calls not replied to,6 plus messages left to call centre. I eventually spoke to someone in the showroom when I called as a new purchaser who said it was definitely being delivered on the day set, it didn’t arrive.Very disappointing! Then I receive a text message the following day to tell me item will be delivered in the next 20 mins when nobody was at home! Poor show whether it’s an issue with the delivery team or not I was your customer Direct Stoves!”

Helpful Report

Posted 2 years ago

Hi Jodie, We apologise that our delivery company made an error which delayed a select number of deliveries being made on time, yours being one of them. We are extremely sorry that this happened and acknowledge we could have handled this better from our side. As you can see from the hundreds of positive reviews, this is not the normal service we are renown for We appreciate the patience you have shown, understand your frustration and have taken steps to mitigate this happening again. Regards, The Direct Stoves Team

Posted 2 years ago

“I ordered my stove which came with a flue installation kit with a specified delivery date around two weeks from the date of order. I thought that would be enough notice. I didn’t get any notification of dispatch. On the day of delivery, I had to chase them directly to find out when the consignment was arriving, only to be told that it wasn’t arriving at all and had to be rescheduled for The following week. No prior notification of this. I had to re-organise my life to accept the delivery the following week, in time for the fitters to arrive. The stove arrived, but no flue kit. Again, note notification that this would not be delivered. My fitters will supply a flue kit but at cost. It would appear that the Direct Stoves will not recompense me either for my inconvenience, or for the item that they have failed to deliver which I will have to find elsewhere. You cannot contact customer services by phone… they use an external messaging service which does not result in anybody calling you back. The stove I eventually received is as ordered and is good. Everything else…. pretty disappointing.”

Helpful Report

Posted 2 years ago

Hi Oliver, We apologise that our delivery company made an error which delayed a select number of deliveries being made on time, yours being one of them. We are extremely sorry that this happened and missing flue kit. As you can see from the hundreds of positive reviews, this is not the normal service we are renown for We appreciate the patience you have shown, understand your frustration and have taken steps to mitigate this happening again. A member of our team has been in touch with regard to the service you have received and to resolve the issue with the missing kit. Regards, The Direct Stoves Team

Posted 2 years ago

Direct Stoves is rated 4.5 based on 1,589 reviews