Hi Kathryn,
Thank you for your review. We're sorry to hear of the issue experienced with this order.
We can see that our team contacted you on the 17th January 2024 with information relating to returns. If you are still in need of assistance then we would recommend emailing returns@direct-fireplaces.com with your order information and we'll be happy to advise further.
Kind regards,
Direct Stoves & Fireplaces
“We were not impressed with the quality of product when it arrived at the end of November. It did not look like an authentic beam. We have been trying to arrange a return since (we have been informed we will have to pay for the return courier even though it’s a quality issue) but the customer service is pretty poor. Still waiting on this being collected which means it is lying around the house over the Xmas period and I have not yet had a refund. Would not buy from them online. I feel we may have a long battle still ahead trying to resolve this issue.”
