“I have had and still have an issue with the brass surround. I have now received two replacements, making it three in all. All have been of poor quality with dents and tha mitred corners being damaged. I have now sent an email to Customer Services requesting a refund for the fire. As yet I have not received any communication back with regard to this request.”
Hi Janet,
Thanks very much for your review.
We were sorry to hear of the issues experienced with this order. We can see that our customer service team has communicated the nature of the problems to our supplier on each occasion, and can only apologise on their behalf for the inconvenience in spite of this.
The customer service team had received your email yesterday regarding a return and refund, and please rest assured that this has been passed to our returns team so that we can advise further. Our team is often very busy with queries at this time of year, when heating appliances are in higher demand, but we do aim to keep customers as informed as we can.
If you have any concerns in the meantime, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Hi David,
Thanks for your review. We are sorry to hear of the issue experienced with part of your order.
So that the customer service team can look into this matter for you and work towards a quick and complete resolution, we would urge you to contact us with your order details.
We apologise for any inconvenience but thanks again for bringing this to our attention. We’ll look forward to hearing from you.
Kind regards,
Direct Stoves & Fireplaces
