“I was informed that I could not have the 2 man delivery as the stove weighed approximately 150kg. In fact, once it was delivered (by a lady on her own with a trolley) from the back of the truck to the door of the house, it was clear from the label on the packaging that the stove weighed approximately 75kg. Once unpacked from the pallet and external packaging it was relatively easy to get into the house. There seems to be confusion over the exact details of the products!
Nevertheless, Direct Stoves refunded me the cost of the two man delivery so it saved me money!”
Hi,
Thank you for your review.
Our apologies again for any confusion relating to the delivery. The dispatch team had been informed by our delivery partner that the stove would be over their two-man weight limit. We do appreciate your feedback regarding your delivery experience so that we can try and ensure the best possible service going forward. As you mention, we were still able to offer our usual free one-man delivery on this occasion and can only apologise for any inconvenience that this may have caused.
If there is anything else that we can do to advise or assist at this stage then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
“They were unprepared to handle the stove and had to manually mannover off the truck by unpacking thankfully I had a 8 x 4 sheet of ply that they could use to place until installed. They positioned back on the pallet and put the packaging back on. The guys were keen to deliver and get off the van and were great.
It was not until it was installed the it appeared to be damaged. Thankyou Hunter stoves for replacing the door handle and the ventilation kit from underneath the fire that was damaged.”
Hi,
Thanks very much for your review.
We were sorry to hear of the parts that were damaged upon receipt, but we're glad that our customer service team was able to contact the supplier and arrange replacements ASAP.
If we can offer any further advice or assistance then please don't hesitate to get in touch.
Kind regards,
Direct Stoves & Fireplaces
