“I did request a morning delivery as through direct stoves 3 times. Advised the lady from direct stoved that we had a funeral in the afternoon. Was advised by the lady at direct stoves that she would arrange this and contact me back by telephone, she did not phone me back.
Then phone call received by the delivery person who was not interested that they would be later than advised.
I paid extra for a 2 man delivery but had a carry it into our flat ourselves. Not happy and due to this delivery and no contact from direct stoves after I paid my money.”
Hi Derek,
Thank you for your review.
We are sorry to hear of any dissatisfaction with the service received.
For two-man deliveries, our delivery partner would normally contact customers upon receipt of the goods to make a booking. On this occasion, it appears that you pre-empted contact from our delivery partner and spoke to our own Dispatch team to request delivery on the morning of the 23/2/26.
Dispatch did pass on your request to the courier and they advised that they would do their best to accommodate your request, to be confirmed with you the evening prior to the scheduled delivery date. Unfortunately, due to various factors relating to the planning of delivery routes and driver availability, it is not always possible for the courier to fulfil every delivery request and we can only apologise for any inconvenience.
We are also sorry to hear of the issue relating to the delivery itself. As per the delivery information on our website, pertaining to two-man deliveries, "the item will be carried into the room of your choice, where access allows. The delivery team will normally carry items up one flight of stairs, provided it is safe to do so.
Carrying items beyond one flight of stairs is at the driver’s discretion. If you live above the first floor, please inform us in advance to avoid any delivery issues".
As we're sure you can appreciate, deliveries to flats may not always meet these stipulations and the drivers are entitled to refuse to deliver into locations where access may be a problem.
We generally recommend that customers contact us ASAP if there are any problems on the delivery date so that we can try and assist as quickly and completely as possible.
If you are still in need of assistance and if you would able to contact 0161 376 4191 option 2 or dispatch@directstoves.com, we would be happy to advise,
Kind regards,
Direct Stoves & Fireplaces
“We bought an ACR Woodpecker stove and cannot fault the service received or the basic price. Unfortunately despite various pictures on the Direct Stove website showing the stove with a silver handle, the stove was delivered with a black handle. We had to pay extra for a silver handle and it was not made clear at the time of purchase that it was an option”
Hi George,
Thanks for your review.
It's good to hear that you're impressed with the stove overall, though we're sorry to hear of any confusion regarding specifications. As you'll be aware, our sales team is always happy to help if there are any issues that need querying.
If we can advice further regarding any current or future orders, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
