“This fire broke down within 5 days. Ever since it broke on 30/12/24 I have been trying to get someone
to fix it. I have left emails and phone calls. Whoever I spoke to said they would gey back to me.
As of 04/01/2025 no one has replied or helped in any way. If nothing is done soon I will envoke the
Consumer rights act 2015.”
Hi Graham,
Thank you for your order and for your review.
As you will be aware, our offices had reopened on the 2/1/25 having been closed over the Christmas and New Year period.
Once you had reported this to us, we had acknowledged the complaint and passed your details on to our warehouse team to arrange a call-out and inspection for the fire. It is always our intention to assist in resolving problems ASAP. This being said, we're sure you can appreciate that this is an extremely busy time of year for heating sales, especially after a period of seasonal closure, and we are limited in terms of how quickly we can make arrangements on short notice.
A member of our team has contacted you as of Monday 6/1/25, performed a site inspection and has since arranged for a service engineer to visit with a review to a repair.
If there is anything else that we can to advise then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Hi Ken,
Thanks for your review.
It's great to hear that you were impressed with the gas fire as well as the service received from us at Direct Fireplaces.
If we can offer any other advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
