“The product arrived around 6 weeks after I ordered it and was damaged and unusable.
The damage was discovered during my the fitting process and therefore the stove and surround were fitted on the day.
I asked for a refund (after a week) and was offered a £50 refund, around a third of the value of the unusable product.
Given there are plenty of other websites selling the same kit, I would not recommend this site”
Hi Sam,
Thank you for your review. We are sorry for any inconvenience relating to the delivery and the damaged item.
We can see that your order did include a bespoke slip set, for which you would have had to communicate with our sales team for a quotation and an approximate lead time. Unfortunately, while we try to give the most accurate lead times that we can prior to purchase, delivery times on made-to-measure goods are changeable depending upon manufacturing and shipping.
As you had also ordered the slips, fireplace etc. on a two-man delivery service, this (as per the delivery options outlined our website) will also have meant an additional 5-7 working days. This is because the goods are received into our main warehouse to be collected by the two-man courier, who then book in a delivery date with the customer directly. A colleague from the Dispatch team had left you a message on the 17/7/24 to explain this process.
Regarding the damaged item, we can see that our customer service team had offered £50, in response to your request for a partial refund as a means of resolution. You had paid £115 for the whole three-piece set so the refund offer accounted for almost 50% of the set's total value. Following further discussion, we can see that the team agreed to refund the full £115 as a gesture and in recognition of the inconvenience, and that this was processed on the 29/8/24.
With this being said, we would like to apologise again for any disappointment in terms of the service received. If there is anything else that we can do to advise at this stage, please do let our customer service team know.
Kind regards,
Direct Stoves & Fireplaces
