“Keep getting emails to review product that I don’t even have yet. It arrived late on 2nd November it was damaged and went straight back with delivery drivers. The delivery drivers said they will report the damage. I called the next day and direct fireplaces had not received a report of damage and also didn’t aknowledge with an apology that it arrived damaged. Still awaiting to know when a replacement is coming.”
Hi Claire,
Thank you for your review. We were sorry to hear of the issue experienced with your order.
In instances where damage is sustained in transit, the courier will normally report to the supplier who will then report to our dispatch team at Direct Fireplaces. This is generally actioned ASAP but due to the time of year it can sometimes take longer than usual for the supplier to inform us. We hope that you can appreciate that this is rare and ultimately beyond our control.
We can see that a note was placed against your order and an email sent on the 3rd November indicating that "your replacement suite will be delivered to you direct by Be Modern and they will call you in approx 5 – 7 working days to arrange delivery for w/c 13.11.23". If you are still in need of advice then please don't hesitate to get back in touch.
Kind regards,
Direct Stoves & Fireplaces
