“The fire looks lovely and the flame effect is good however the door does not open which it should so that means to change the bulb the fire will need to be taken apart. This for me was an impossible task so wanted to return the faulty door... 30 emails later was told it would cost £140 yo return the fire which would be deducted from my refund... my advice buy local stay away from direct stoves online...”
Hi Gaynor,
Thank you for your review. We were sorry to hear of the issues experienced with this order.
As you may be aware, and following correspondence with the supplier, our customer service team had advised that attempts to open the door were being done incorrectly. We do offer returns for items within any returns period, but would have to apply a charge for any collections raised by ourselves where the products are found to be non-faulty.
This being said, we are sorry for any disappointment and that you were not 100% satisfied with your experience. Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
“Not very happy will contact supplier after Christmas as now our stove is up and running we have found more issues for the amount of money this item cost shouldn’t have the issues we have main door is out of line handle does not screw on to blot provided and also have a number of scuffs on stoves”
