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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The positives are that the stove I ordered (Loughrigg) seems to be pretty good quality for the price and the packing of it was very secure, meaning it finally arrived in top condition. The main issue was with the delivery. The courier called the day it was meant to be here to stress that it wasn't Direct Stoves' fault but they didn't load it on a truck, so it was still in a depot in the North West. They tried to make delivery a fortnight later, which I couldn't accept as I'd be on holiday. So they arranged for it to be on the morning of the day I was leaving for the airport - the short version of the story is that in the end I was waiting on the driveway with the kids and car packed, waiting for them to show up 5h later than they promised, which was already 10 days later than expected). It was literally dumped in the garage and then we left for our holiday more In short, the product is OK, but the delivery experience was terrible.”

Helpful Report

Posted 2 years ago

“Ordering online was simple, I chose my delivery date to suit and paid by card, job done. The day of delivery came and I heard nothing. By 4.30pm I was on the phone to find out what was happening, I was told the delivery would be made that day, but it could happen anytime up to 6pm. It didn't arrive. On the next working day I recieved a text in the morning to say my delivery would be made within 2 hours, it didn't arrive. But by mid afternoon I had my stove and the delivery agent could not have been more helpful, giving me a hand to get the stove in-doors. Given the problems I had you may wonder why I give 5 Stars. In my view the test of a company is how they respond to problems. To my surpise I received a call from Direct Stoves at 7.30 that evening, checking if the stove had arrive and explaining what had caused this unusual problem with delivery. I was given an apology and compenstation for the inconvenience. The stove is not yet installed but I've unpacked it and it looks good. So whilst my experience was not particularly good, the way in which the problem was handled was excellent and that gives me confidence in this company.”

Helpful Report

Posted 2 years ago

“Tried several suppliers who were selling stock they did not have, Direct had the parts were dispatched with speed.”

Helpful Report

Posted 2 years ago

“Have made contact 4 times to arrange a swap out for a wrongly delivered item. Still no luck getting this sorted. Frustrated”

Helpful Report

Posted 2 years ago

“Absolutely diabolical customer service They never answer the phones. Lack of communication regarding delivery Delivery date booked - was informed there was an issue with the order I re-booked and was promised it would be delivered on that date- was let down AGAIN Direct stoves didn’t even have the decency to contact me! Shocking service. Considering the amount of money spent on a stove I was appalled at the customer service of this company.”

Helpful Report

Posted 2 years ago

“Good service and follow up emails but no call backs but am quite happy with the service considering how busy they are Lucy was very helpful in the phone”

Helpful Report

Posted 2 years ago

“Great range of products at competitive prices with first-class customer service and super-fast delivery - would highly recommend.”

Helpful Report

Posted 2 years ago

“Still waiting for stove. On website said 3 - 5 working days delivery. Hadn't heard anything a fortnight later contacted them only to be told going to be a delay and going to be another 3- 5 working from 24th oct. We where not notified until we comtacted them, we could have cancelled order and gone with another firm. So annoying when have builders booked in to do work and no stove to install!”

Helpful Report

Posted 2 years ago

“Went to the show room in Stockport which we found very helpful and lady gave us some great advice.quick delivery and polite driver.Also spoke to someone on the help line regarding payment,also very helpful.Great looking fire at good price,not fitted yet but looks fantastic.I think the only thing I could give as a bit of constructive criticism would be maybe the showroom in Stockport could do with a bit of tlc”

Helpful Report

Posted 2 years ago

“Still not received my item. one month on. DO NOT buy from this company. They will not provide your item and take your money!!!!!!!!!!!!!!”

Helpful Report

Posted 2 years ago

“Great multifuel stoves. Delivery was on time and it was only 2 weeks whereas other companies it was 4-6 weeks”

Direct Stoves 5 star review on 22nd October 2022

Helpful Report

Posted 2 years ago

“Great service and delivery,looking forward to firing up my new stove.”

Helpful Report

Posted 2 years ago

“I made my order over the telephone, as there was only one ACT Trinity wood burner showing on the website and I wanted to make sure the direct stoves website was correct before order and waiting a very long time, as I have been caught out before when ordering online. After my order was taken, which was easy, I was told that I would receive a confirmation email with the order number and date. After waiting a week for confirmation, which did not appear, I called customs services for information, they took my details and promised to call back. I called 5 times, but no response with any details. The customs services are completely useless, not worth calling, I even sent an email, but no reply, I even said that unless I have some news, I was going to cancel my order and request my monies be returned to me, Then the very next day I was told my burner was going to be delivered and came on 20th October.”

Helpful Report

Posted 2 years ago

“All arrived on time and as expected, thank you”

Helpful Report

Posted 2 years ago

“The website and purchasing process were faultless and the delivery date was exactly they promised. Only criticism is that there was no communication from the courier at all, or from Direct Stoves to give a time that it would arrive on the day of delivery, or that it had arrived! If it had gone to the wrong address in error I would be none the wiser that it had been dropped off.”

Helpful Report

Posted 2 years ago

“Wonderful wood burner, delivered as arranged and very courteous delivery driver too”

Helpful Report

Posted 2 years ago

“Excellent from start to finish”

Helpful Report

Posted 2 years ago

“Very good Company to deal with”

Helpful Report

Posted 2 years ago

“The stove I wanted was out of stock at all stove shops on line apart from Direct Stoves. £100 more expensive but worth it to get the one I wanted delivered within a week. Friday came and by 3pm no contact from supplier or delivery driver. Called Direct Stoves to be told it wasn’t coming, it would be end of month like the other companies. No apology, no offer of price match, just a pleasant but confused chap on the phone. No communication, my wife spent the whole day at home and I had to cancel the fitter for the Saturday. Had to pay a cancellation fee to him! I was going to cancel order on the Monday and get elsewhere & save £100 but surprise, the stove was delivered! Again, no communication just a guy with a pallet truck. Why couldn’t we be told it was coming?? Delivery driver was great and helped get it into my garden. From this experience, I cannot recommend Direct Stoves.”

Helpful Report

Posted 2 years ago

Hi Alan I'm really sorry about the experience you had with the delivery of your stove. There was a system error at the storage/haulage company, and we did everything we could and asked them too as well to contact all affected customers. This occurred on the 7th and rolled into the following week. We were informed by them that everything was resolved, and all orders were going out as normal from the 14th and the backlog would be cleared by the 17th. From your review it seems you were expecting delivery on the 14th so you weren't contacted by us as we were led to believe that all order for that day would be delivered on time. I have worked with Expect Distribution for over 10 years now and have never experienced an issue like this before. It’s regretful that when you used us to buy your stove you had this experience. I have also asked the Operations Director of Expect to write a letter to all affect customers apologising for their experience. I have had a look on our system for your order but couldn't find it from your name so if you could let me know your order number via this platform I can forward it you. Many Thanks

Posted 2 years ago

“Had a slight problem the stove pipe got lost in transit. I left a message and they phoned me back they then sent me a new stove pipe and received it the next day. Can’t wait to get it fitted. Great company to deal with even if there’s a problem they sorted it asap.”

Helpful Report

Posted 2 years ago

Direct Stoves is rated 4.5 based on 1,577 reviews