“We purchased our fire surround from this provider. Alex was amazing. Supported andkept t us updated on things.
Very good customer service.
Thank you.”
“We ordered a fire surround & are very pleased with it. The installers were very good & even serviced our existing gas fire without charge. Would highly recommend.”
“Not impressed, £350 installation, 2 men here for 2 1/2 hours which includes 1 hour waiting for the fireplace to be delivered. wrong fire sent so Evonic have had to come to our property to retrofit the fire to what we ordered, not had any calls from DIRECT FIREPLACES, not had a refund for now having a retrofitted fireplace nor for the inconvenience of 3 visits from EVONIC. Evonic were very good and we like the fire.”
Hi Ian,
Thanks for your review and our fervent apologies for any inconvenience.
To clarify the issue as reported, we can see that you had been quoted for supply and delivery of the fire via one of our showrooms, and that the showroom had also arranged the installation.
Unfortunately, and as you mention in your email, the incorrect fire was received and fitted. This was actually mispackaged by the supplier with a different fire (also from Evonic) delivered in the same size and in the packaging for the correct fire. For this reason, it was not until the fire had been in use and you had spoken to the showroom team about differences in colour and lighting adjustments that there was any reason to suggest a discrepancy.
Despite the problem having been caused by a supplier packaging error, our showroom team did liaise with Evonic on your behalf to try and get the issue rectified as quick as possible. This resulted in Evonic contacting you directly to make further arrangements.
We can only apologise on their behalf for the repeat visits. We at Direct Fireplaces cannot ultimately account for this as this appears to have been after you'd agreed with Evonic that the LED bed and lighting effects could be exchanged by their service engineer. Similarly, the agreement made to retrofit the fire with the technology for their e-Lectra flame effect (as was originally ordered) was done directly through the supplier. Direct Fireplaces had reported this to the supplier with a view to exchanging the whole fire and the decision not to pursue this was made at your own discretion.
This all being said, we are pleased to hear that you are now happy with the fire and that the problem has been rectified. Please do let us know if we can advise further.
Kind regards,
Direct Stoves & Fireplaces
