Direct Stoves Reviews 287

Absolutely brilliant service. This is the second time I’ve bought a log burner from this company. On my second order I mistakenly bought the wrong sized stove and called them to help me rectify my mistake. Lucy was so, so helpful and sorted it all out in minutes. She took the time to find me the right stove and gave me great advice. Having had lots of staff throughout my career I can say that she’s a real asset to Directstoves.

Lucy has been so very helpful, I had so many questions and she was able to answer them all! There are lots of products on the market … and without the right assistance I dare say it could be a nightmare, however, Lucy has provided all the info so we can make an informed decision, it’s given us confidence, she’s great and we’ve found some amazing products, all thanks to her.

Excellent customer service with swift resolution to an issue we had. We are very pleased with our new log burner.

Got my stove on time well packaged great comms, Excellent quality stove at a great price. My installer fitted it with no issues and commented on how amazing the quality was of the stove and was amazed at what i paid for it.
Driver was great, Very polite and super helpful. I was called day before and day of delivery to make sure we where in. All gone well. Few logs on and im toasty in my living room. Awesome. Thanks Loads

Helpful team when I had questions and a well designed website that makes it easy to compare different options. Pleased to have the stove delivered quickly too.

I bought a stove from Direct Stoves because my friend recommended them, and I am really happy with the service. The stove I wanted initially wasn't immediately available so Lucy helped pick out other stoves in a similar price range and size and style that were in stock and ready to be delivered - Lucy was really friendly and helpful and got me really excited about my second choice which in the end I think has turned out better than my original choice! It was delivered in the time window expected and it is really gorgeous! I am really pleased with the customer service and the stove. Thank you!

Having experienced bad customer service when looking to buy an electric log burning stove from out there in the high street I decided to go independent. Eventually I made the decision to go with Direct Stoves and I wasn't disappointed. Lucy was my first contact, and as I didn't have much idea as to where to start she guided me through the process of the changeover from a real logburner to an electric stove, also measurements and as the replacement was limited I made a choice of fire and the sale was completed. Delivery was 3 days and they were as good as their word. Always there at the end of the phone to help with any concerns and as I had my own installer organised I didn't need a recommendation which they also do. Its now installed and working beautifully, no wait for weeks to get the job done and the bonus is it turned out to be less expensive. Thankyou Lucy and colleagues. Irene

We are a stove installation company based in Norwich, we hold a trade account with direct stoves. Unfortunately due to no error of their own, we are unable to place orders with them online. When this happened I called to let the sales team know and place our order over the phone. I spoke to Lucy, who was extremely helpful. As we don't know what the issue is with ordering online, Lucy was able to give me her direct line of contact, for future orders. All of our order enquiries are answered strait away. We couldn't be happier with the customer service that Lucy as provided.

Just ordered a stovax Sheraton stove. They were happy to price match and when I had problems placing the order Lucy was excellent and sorted it immediately. It was incredibly easy and professional

Brilliant service. Very kindly forgiving of my bad day, Lucy (and others) were all exceptionally helpful on the phone when the following week I was ready to order my stove.
I ordered a stove but questioned my choice. Lucy gave me honest advice on which options would be best value for money, have large viewing panes and kick out enough heat, and was still an excellent stove. I saved £200 due to her advice and that's a lot of money. I look forward to its arrival and installation, and am truly very grateful for such wonderful and kind service. Thank you Lucy, and all on the phone lines and web chat at Direct Stoves. I can get excited about the house being warm now!

I am sorry to write this review as we were recommended to them, the install guy was very nice when came to visit, BUT!! when it came to the install. he had other jobs that were more important and then the job wasn't what he quoted for. then!! h he wanted £1K to be paid before he continued with the job! the stove was installed and the tiling did not match each side and one was 300 mm then the other 235mm the hearth doesn't sit even and his attitude is sooooo bad!!! when we spoke to Direct Stoves we were impressed with their reactions. and we had a visit and the person said he can see our issue and he would get one of the directors to contact me. it took three calls to chase them and then he called me when i was in a customer, i called back and no reply - my mobile may of been blocked! maybe worth spending money with someone that cares and doesn't have fitters that want there money and go. Promise thinks and don't receive. soo sad to have such bad service in time when i am willing to give a generous gift as a thank you for quality service. BAD REFLECTION ON THE COMPANY. Don't get Mark to fit your Stove!!!

Bought a Broseley electric fire from Direct Stoves in November 2021 and was really happy with the service and product. So when I needed to buy a new Hunter Herald 8 multi fuel stove I decided to buy from them again, which I did. Then I then found it a lot cheaper elsewhere on line so decided to contact DS about the price difference. Spoke to Lucy, who was very helpful and polite, who refunded me most of the difference. Very happy with the service and will continue to use Direct Stoves in the future. Would recommend to anyone.

Easy to negotiate the website and find what I wanted.
The member of staff (Lucy) was super-helpful and friendly. She helped me match stove with the right fitting kit and showed me how to find a local installer.
A positive experience. The only criticism was that the flue order started £104 cheaper and then added £104 once I chose the (standard) diameter.
Richard (Chipping Norton)

Go elsewhere
No customer service whatsoever, have contacted them several times trying to buy a stove and usually a very pleasant girl answers who openly admits not working there very long with little knowledge on products. She politely takes your details and says she will get someone to call you back then they never do. Trying to spend thousands of pounds with them and they obviously don't want our money.... Very disappointing.
Now buying the same products from stovesareus who are very helpful, call me back and do want our money

Very pleased with my transaction with Direct Stoves. Slight delay on delivery which they advised was due to Covid and all that . But ACR Woodpecker 5 arrived and installed by local independent Hetas installer ( Sussex Stoves) all very good. Excellent product

Aftercare is non existent. It broke 4 weeks after installation and they did not want to know.
It is far better to buy from a local gas fire store and they will resolve any issues.
By the time you pay for installation too, it’s very expensive.
Avoid at all costs.
I have just read Direct stoves reply and unfortunately they are not being honest or fair if I have any more problems with this fire then I am going to have it returned unfortunately there is no customer service I Contacted Mike daly that did not even address the email by my name as I said I had the fire installed four weeks later it went wrong and Direct those have told me it’s not something they can deal with under the warranty The company that installed the fire said they have done their job it was working and signed off by direct stoves will not pay me for an engineer to come out and look at it to tell me the remote control is faulty Just stay clear from Direct stoves or you will regret it as I have

Amazing. Dealt with Sarah via phone and email. Answer email in under an hour. Couldn’t have been more helpful. I would 100% recommend direct stoves.

Very pleased with my gas stove good quality . Arrived on time , I had one missing item from my order e mailed company received a replay in less than an hour item posted arrived next day delivery , excellent service .

Easy order process, excellent customer service, I did have a slight crack in the base plate of the fire but it was still fine to use. Stoves direct sent me a spare part which I can fit at my leisure if ever needed. Would recommend this company 100%

Thank you Lucy, you were extremely helpful, friendly, polite and had great extensive knowledge. I'm looking forward to having my log burner by the end of the week thanks to you ! All the best Victoria