“We had been looking for a new multi-fuel stove for some time & we had visited 3 sellers in our area (East Midlands) who all had stoves available but, they were either extremely expensive or very "boring" so, we decided to look further afield, & through the internet, we "met" Direct Stoves - we were very pleasantly surprised by the number of stoves available on the website & quickly chose the Gallery Classic in Warm White which suited our requirement perfectly - we spoke directly to Direct Stoves who were more than helpful & we were made to feel very comfortable & confident in doing business with them. We ordered the flue pipe in the same Warm White but this wasn't immediately available & Mike told us that it was probably going to be a couple of weeks after the stove was delivered which turned out to be 100% correct.
Communication by phone & email was brilliant & very helpful, the stove was delivered on time & the flue followed when promised - we are delighted with the service afforded us by Direct Stoves & will not hesitate to recommend them to all our friends & family, such a helpful company certainly deserves support.
An all round great experience !”
Hi Phil,
Thanks for your helpful feedback. It was a joy to read through your impressions regarding our products and services.
It's especially great to hear that you found ordering through us to be a comfortable experience and that you felt confident in doing business with us. We always strive to offer the best communication possible regarding our impressive range of stoves as well as delivery thereof.
Thanks again for your review. We trust that you'll let us know if there's anything else with which we can assist.
Kind regards,
Direct Stoves & Fireplaces
“The company got us to order this stove costing us an extra £400 because the original fire we ordered could not be delivered the new stove was delivered but we cannot install the stove because the flu pipe is now out of stock and was not delivered with the stove the company keep telling us it’s the distributors fault so we are without a fire in the middle of winter not very happy with how we have been misled by Direct Stoves I’m sure trading standards would not be pleased by what has happened to us .”
Hi Colin,
Thank you for your feedback. I'm sorry to hear of the issues experienced.
We can see that our sales team had discussed alternatives to the original stove with you, after we were informed by our supplier that your first choice had fallen out of stock. The item that was eventually agreed upon as a more suitable alternative was a more expensive model, hence the agreement to process an upgrade payment.
We appreciate that there has been a further delay on the flue pipe for the second choice stove and we apologise for the inconvenience. Continued high demand for stoves and stove accessories has in some instances led to extended lead times. I can see that the dispatch team contacted you yesterday to advise that the supplier had now acquired stock of the relevant flue pipe, and that they have now provided an estimated delivery date.
I hope that this information helps. This said, please do contact us if there is anything else that we can do to assist.
Kind regards,
Direct Stoves & Fireplaces
