Direct Stoves Reviews

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

4.5 Rating 1,577 Reviews

88 %

of reviewers recommend Direct Stoves

4.5

Based on 1,577 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
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 8th January 2025

180

Anonymous

Anonymous // 01/01/2019

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“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.”

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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

“After reading some unhappy reviews I went ahead and ordered a stove and low and behold I received very good service when placing order, I was informed that the stove would arrive that same week on the Friday and wait for it (It arrived on time and in good condition, the delivery guy very helpful so thank you Direct Stoves”

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Posted 2 years ago

“Great service”

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Posted 2 years ago

“Direct Stoves were efficient, on time and easy to deal with. I did my order over the phone and received my order the following week.”

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Posted 2 years ago

“Stove never arrived on date promised lost in transit. I hope I get one soon as paid money up front no compensation offered .dissopointed John marfell”

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Posted 2 years ago

Hi John, Having looked at your order, we can see that our team have been in touch and have advised that you should be taking delivery late October. We apologise for the delay and appreciate your patience in the meantime. Kind regards, The Direct Stoves Team

Posted 2 years ago

“Very prompt service and delivery. The stove was very securely packed. I’ve not tested it yet as I’m waiting for it to be fitted, but I’m very pleased with how it looks.”

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Posted 2 years ago

“Products are very good . But had issues with delivery. Came on twice different trucks but should of arrived on the same day. Second truck did not arrive until 4days later . 😞”

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Posted 2 years ago

“Hi, stove still not received, my girlfriend booked a day off work to accept delivery to only be told at 4.30pm it wasn't coming. I would like reimbursement for the lost holiday day.”

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Posted 2 years ago

“Good quick service easybto navigate website stove came on delivery date they specified ans was well packed.. Wecare yet to unpack and instal but happy with our purchase so far.Would definately use again”

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Posted 2 years ago

“Good communication prior to delivery as item not in stock, arrived back in stock sooner than expected,well packaged on arrival and taken to place of choice. Very helpful delivery man”

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Posted 2 years ago

“Good price and well made stoves, unfortunately the costumer service team seems overwhelmed by the number of orders. I was pushed along between the sales and dispatch team without anyone really knowing what to do with my order as the product was out of stock. In the end I got upgraded to a better stoves so very happy with that. But then the stove was delivered - no email notification prior to delivery. I had a phone call by the delivery company who is an independent contractor asking me if they can deliver on Monday. I came home on Friday night and the stove stood in front of my house with the paper work on top. I haven't checked the condition of the stove yet, but at the moment I am just happy that I got something delivered which seems to be my order.”

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Posted 2 years ago

“Good service”

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Posted 2 years ago

“The wrong liner was sent. The promised refund has not been received and emails are not being answered or are being ignored.”

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Posted 2 years ago

Direct Stoves is rated 4.5 based on 1,577 reviews