Direct Stoves Reviews 286

Antwoord van Direct Stoves

2 dagen geleden

Hi Sally,

Thanks for your order and for your review,

We are sorry for any inconvenience regarding the missing items, but we're glad that our customer service team was able to resolve the problem as quickly as they could.

It's also great to hear that you were impressed with our products and pricing,

If we can assist further then please let us know,

Kind regards,
Direct Stoves & Fireplaces

Antwoord van Direct Stoves

2 dagen geleden

Hi Phil,

Thanks for your feedback.

We are very sorry for any inconvenience. At this time of year (and especially in terms of demand for outdoor stoves, BBQs, pizza ovens, etc.) stock levels can sometimes fluctuate erratically.

We have asked the web team to double check whether the pizza oven in question has now come back into stock and if not then this will be urgently reflected on our website with a new expected lead time.

It's good to hear that our team was responsive and that they were able to process your refund ASAP, and can only apologise that this was necessary.

If you need to check stock and availability for any potential alternatives then please don't hesitate to give us a call on 0161 376 4181 and we'll be happy to advise,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

2 dagen geleden

Hi Paul,

Thanks for your review.

We were sorry to hear about the part missing from the original delivery but glad that the customer service team could resolve this for you ASAP,

If we can offer any further assistance then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

4 dagen geleden

Hi Diane,

Thank you for your feedback,

We are very sorry for any inconvenience relating to this order. It is always our intention to offer the best customer service that we can, and we do understand and appreciate your disappointment in this instance.

To offer some context, this particular order as confirmed with our showroom team includes goods from four different manufacturers. The bespoke tiled slips and hearth from one of these appear to have been delayed without the supplier notifying our warehouse team.

While goods are checked into the warehouse and outstanding items chased as a matter of course, because we had already received a fireplace chamber as a stock (non-bespoke) item from the same manufacturer, the warehouse team appear to have marked this order down as fully received. This will have been down to human error and we can see that our team apologised at the time for the honest mistake.

The issue reported with the surround legs and slips was not something that will have been evident to the warehouse team upon receipt. Your surround was driven directly to the manufacturer on the same day that this was reported and at our cost, to ensure that we could get it altered as a matter of urgency. We can only apologise for the further delay to fitting.

It is also worth our mentioning that you informed the sales team that you were going away until the 10th, and a member of the team rearranged other jobs to ensure that the 11th was free as the earliest possible installation date. We do feel that this illustrates the effort made by our team to expedite a satisfactory resolution.

In light of your experience, if there is anything that we can do to assist in future then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

5 dagen geleden

Hi Martin,

Thanks for your review,

We're sorry for any inconvenience but it's good to hear that the customer service team was so helpful and were able to resolve the issue promptly.

If there is anything else that we can do to assist, please let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

5 dagen geleden

Hi Gill,

Thanks for your review,

We're glad to have been able to answer your questions and happy that the fire has arrived safely.

Please let us know if we can offer any other assistance,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

2 dagen geleden

Hi Adrian,

Thanks for your kind review. We're glad that your experience in ordering with us has been so positive,

Please let us know if we can assist further,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

2 dagen geleden

Hi Stacey,

Thanks again for your order and for your review.

The Legend Garden Cube is a really stunning outdoor stove and it comes highly recommended. We're glad that you received such good advice as well,

If we can offer any further assistance then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

8 mei 2026

Hi,

Thanks for your kind review.

It's fantastic to hear that our team was helpful and that you were impressed with the service received,

If we can offer any further assistance then please do let us know,

Kind regards,

Direct Stoves % Fireplaces

Antwoord van Direct Stoves

5 mei 2026

Hi Reg,

Thanks for your review,

We are very sorry for any inconvenience to yourself and your customer.

We can see that the goods on your order were arranged for dispatch and due for delivery on 1/5/26, as you requested at the point of ordering. Based upon all available information, we can only suggest that the delay was on the part of the courier, possibly due to the number of consignments in their system over the bank holiday weekend.

Our dispatch team was contacted you to advise that delivery is now due today with a time slot having been provided. Please let us know if we can offer any other assistance.

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

6 mei 2026

Hi Claire,

Thanks again for your order. We're glad to hear that delivery was quick and we really appreciate your five-star review!

If we can offer further assistance then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

5 mei 2026

Hi Simon,

Thanks for your review.

We are very sorry for the inconvenience.

As you will be aware, our Sales team did speak to the Dispatch team ahead of the order swap to ensure that an expedited delivery would be possible, ahead of your payment upgrade.

We can only apologise for the delay in this instance, as we understand that the depot in question did not dispatch in time to arrange next-day delivery, which will have meant a 24-hour delay. While we make every attempt to fulfill any requested delivery dates, there can be extenuating circumstances relating to dispatch and delivery which are sometimes beyond Direct Stoves' control.

If there is anything else that we can do to assist at this stage then please do let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

6 mei 2026

Hi,

Thanks for your review.

We're glad to have been of assistance. It's also great to hear that delivery was as quick and as we've come to expect,

If we can advise further then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

6 mei 2026

Hi Michael,

Thanks again for your order.

We're glad to hear that the service received was excellent,

If we can assist with any future orders then please don't hesitate to give us a call,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

5 mei 2026

Hi Phil,

Thanks for your feedback,

We are sorry for any confusion regarding this order. We can only suggest that there was a glitch or error when you ordered via the website which allowed you to select a delivery date. This is not something which we usually offer on goods dispatched direct to the customer from the supplier, as the supplier may have their own lead times and book-in procedures.

We completely appreciate why this may have caused confusion, but we would still stress that the email which you received from our Dispatch team did indeed specify that this would be a 7-10 working day lead time, which will have superseded any prior lead times.

If there is anything else that we can do to assist at this stage then please do let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

28 apr 2026

Hi Simon,

Thank you for your feedback. We are sorry for any inconvenience regarding this order.

We can see that you submitted a contact request through our website (as is normal procedure) to receive a fitting quotation from our installations team. As part of this, you will have been asked to "Please Select a beam (geocast)" and you appear to have requested the Light Oak option.

Our website does clearly state that the selected beam is "made from natural inorganic minerals for a non-toxic and unburnable alternative to wooden beams". The reason that you would have been asked to select a non-combustible beam is that the clearances required between a wood burning/multifuel stove and a wooden beam or mantle are often quite large. For this reason, mineral or concrete beams are vastly preferable not only to installers but often to customers, who might not otherwise be able to have the effect of a beam directly above the stove chamber.

With the understanding that you were not happy with the beam upon receipt, our returns team agreed to arrange a return at a subsidised returns cost. This will have been as per our usual terms and conditions, stating that "the goods must be suitably packaged to ensure that they would not be damaged in transit and that we would receive them in a re-saleable condition" in order for this to be accepted back. This was also as a gesture of goodwill as the beam was outside of our returns period.

Given your dissatisfaction with this option, and again considering that the geocast beam was as described on our website and as ordered, the only other recourse upon escalation to a managing director was for you to arrange your own return courier.

We are sorry to not have been of more assistance on this occasion,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

29 apr 2026

Hi Lynne,

Thanks for your review,

It's great to receive such positive feedback regarding our stove selection and pricing. The Esse range is very popular and for good reason.

If we can offer any further advice or assistance then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Antwoord van Direct Stoves

29 apr 2026

Hi Reginald,

Thanks for your order and for your review.

We're glad to hear that the delivery arrived ahead of schedule and that you were impressed with the service received from Damien and the rest of the team,

Please let us know if we can advise further,

Kind regards,

Direct Stoves & Fireplaces