Looked online, but visited showroom and got demo on product first. Very helpful. A bit of confusion with delivery , customer service fantastic. Really helpful and went above and beyond which is very r... Toon meer
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Advertised (and even continued to do so, after I spoke to them) a pizza oven that actually was not even in stock! Even on the day of my refund, it was STILL advertised as in stock and 3-5 day delive... Toon meer
Bedrijf heeft geantwoord
Delivered promptly securely and was well packed cannot comment on fire as still awaiting installation but cannot fault ease of ordering and the efficient prompt secure delivery. Thank you.
Good choice of wood burning stoves. We knew we wanted an Esse so we didn't get advice on our choice however the customer service for delivery was excellent . Straightforward website and good price... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
- Houtkachelwinkel
- Openhaard- en kachelwinkel
- Brandhoutleverancier
- Meubelwinkel
- Grillwinkel
- Verwarmingsapparatuur leverancier
Over Direct Stoves
Geschreven door het bedrijf
At Direct Stoves, we’ve been helping customers create warm, inviting spaces for over 20 years. With decades of experience in the industry, we’ve built a strong reputation for providing high-quality products backed by a professional and dependable service from start to finish.
We specialise in wood burning stoves, multi-fuel stoves, and outdoor cooking and heating solutions, offering a wide choice to suit different homes, lifestyles, and budgets. Whether you’re looking to add a traditional stove to your living room or upgrade your outdoor space with practical heating and cooking options, our range is carefully selected to deliver both performance and style.
Over the years, we’ve supplied products to thousands of happy customers across the UK. We understand that choosing the right stove or outdoor setup is an important decision, which is why we focus on keeping things simple and straightforward. Our team is always available to provide clear, honest advice, helping you find the right solution without any unnecessary hassle.
We’re committed to offering great value while maintaining high standards. By working closely with trusted manufacturers and using our experience to choose reliable, well-built products, we make sure everything we offer meets the expectations of our customers.
Whether you’re upgrading your home heating or creating an outdoor space you can enjoy all year round, Direct Stoves offers the products, knowledge, and service you can rely on.
We specialise in wood burning stoves, multi-fuel stoves, and outdoor cooking and heating solutions, offering a wide choice to suit different homes, lifestyles, and budgets. Whether you’re looking to add a traditional stove to your living room or upgrade your outdoor space with practical heating and cooking options, our range is carefully selected to deliver both performance and style.
Over the years, we’ve supplied products to thousands of happy customers across the UK. We understand that choosing the right stove or outdoor setup is an important decision, which is why we focus on keeping things simple and straightforward. Our team is always available to provide clear, honest advice, helping you find the right solution without any unnecessary hassle.
We’re committed to offering great value while maintaining high standards. By working closely with trusted manufacturers and using our experience to choose reliable, well-built products, we make sure everything we offer meets the expectations of our customers.
Whether you’re upgrading your home heating or creating an outdoor space you can enjoy all year round, Direct Stoves offers the products, knowledge, and service you can rely on.
Contactgegevens
Wellington Road South 137, SK2, Stockport, Verenigd Koninkrijk
- www.directstoves.com
Over 20 Years Trading
4,0
Goed
286 reviews
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
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Spent £5k on a stove
Spent £5k on a stove, promised a delivery witin 6 working days, little response on emails, 8 days later still note idear when it is coming. STAY CLEAR OF THIS COMPANY
18 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Ernest,
Thank you for your review.
We are very sorry for any inconvenience.
We can see that you contacted our Dispatch team on 17/10 requesting an update. The team has subsequently spoken to our supplier, who has acknowledged that there appears to have been a delay in dispatch from the manufacturer.
Dispatch has contacted you as recently as this morning to apologise for the delay, and has advised that the supplier is looking into this as a matter of urgency.
If you have any concerns in the meantime, please don't hesitate to call Dispatch via 0161 376 4181 option 2,
Kind regards,
Direct Stoves & Fireplaces
I recently called for some advice and
I recently called for some advice and, unfortunately, was met with quite a poor attitude, which was disappointing. I was simply looking for some assistance and clarification, so a more helpful response would have been appreciated.
Additionally, if you’re selling bends, it might be worth considering offering the corresponding fittings as well. It would make the purchasing process much more convenient for customers and ensure they have everything they need for installation.
17 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Tim,
Thanks for your review.
We are sorry for any dissatisfaction with the service received.
Assuming that it is a twin wall flue system for a wood burner/multifuel stove that you're querying (insofar as a flue system for a freestanding appliance with bends), we do sell locking bands to connect these to straight lengths. This link would be to an example in black 5-inch twin wall:
https://www.directstoves.com/dura-flue-narrow-twin-wall-locking-band-in-black-125mm.html
If this isn't the case and if you need expert assistance then you are welcome to email details for what you require to
sales@directstoves.com. We'd be happy to take a look,
Kind regards,
Direct Stoves & Fireplaces
excellent service start to finish
From ordering to delivery exceptional service , zero issues they used pallet line excellent tracking local courier D W Clerke driver polite and helpful.
my installer recommended said he would not buy from anywhere else , well done to all , thats how customer service should be done
15 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Tony,
Thank you for your kind review.
We're happy to hear that your fitter had recommended us, and that you found our delivery service to be exceptional.
Please don't hesitate to let us know if we can advise further,
Kind regards,
Direct Stoves & Fireplaces
Well rose let gas fire
We ordered a Broseley Canterbury gas fire on 16th september with clear glass and was told in stock and 48 hour delivery. Over a week later after numerous calls where we were told a variety of reasons for the delay we eventually spoke to VICTORIA who said she would ring us back and did! She perused our order and came back several times finally to tell us that although they couldn’t supply clear glass as we d wanted they had the arched door in stock. We didn’t really want this but we needed a fire asap as we had fitters & tilers booked. She assured us we would receive the fire on the day we requested and we did. 7th October ! Have to say that until she stepped in we felt very frustrated over the lack of communication and being told we would be rung back. Was going to award less stars but Victoria raised the allotted number.
16 september 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Sheila,
Thank you for your order and review.
We are sorry for any inconvenience relating to this purchase. From what we gather, the issue in this instance was stock and availability of the clear glass version and can only apologise for the delay in conveying this information to you,
We are glad that Victoria was able to find an alternative for you and arrange delivery of this ASAP. If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Pretty poor customer service
Pretty poor customer service received from the company. Ordered a gas stove but no flue (option to buy or not). Called back to order flue and they laughed at us on the phone and said “why would you buy a fire and no flue?” - why is there the option to then?
Then, the flue arrived and the outside part is damaged. Called customer service and they asked for photos which sent whilst on the phone. Didn’t get back to us so had to call again and was promised a phone call back that day - no call! Called again and said they’d call back with an answer to the new flue - heard nothing again. Just poor customer service when you’re trying to liaise with the workmen coming to do your jobs. If you promise to call a customer back - call them back.
9 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Mrs Walker,
We are sorry to hear of any inconvenience relating to this order or any dissatisfaction with the service received from Direct Stoves.
Regarding flue options, a balanced flue kit is always required for a balanced flue appliance but it is not unheard of for customers to have their fitter supply one OR request a bespoke kit to be quoted by our sales team, if the property requires this. The option that you selected at checkout was "No Flue Kit Required - Self Supplied/Bespoke System".
We always encourage customers to contact us ahead of purchase if they are of unsure of what may be required.
We are also sorry for the delayed response regarding the issue reported. As per notes on this order, the Dispatch team had been chasing the manufacturer to try and resolve this matter ASAP; unfortunately, at this time of year when heating appliance sales skyrocket, it can take longer than normal to receive updates from certain suppliers.
This said, we are glad to see that our team has now been in contact with you and helped to find a resolution. Please do let us know if we can advise further,
Kind regards,
Direct Stoves & Fireplaces
Only buy what you need
Once I knew which multi fuel stove I required, ordering process was very easy. I was able to choose a delivery date to suit and the gentleman who delivered was very polite and helpful. My reduction of one star is due to being pressed to buy supporting kits when the installer I had said this was not required (he supplied everything). I was also uncertain of the delivery date as the invoice was not absolutely clear in all respects. Overall, it was a very good experience and be prepared to be bombarded with follow-up emails/offers.
11 september 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Antony,
Thank you for your review.
It's good to hear that it was a very good ordering experience overall.
Regarding supporting kits, we have to assume that you are referring to the flue kits and liner packs that we offer for fitting with a multifuel stove. The reason that our Sales team questions prospective customers about these is that installers sometimes assume that certain items come with the appliance as standard, leaving it to the customer to finalise the stove order.
We appreciate that many installers do provide their own flex liners but in instances where these are required, our Dura Flue branded 316-grade liners come highly recommended; they offer a 15 year warranty as opposed to the 10 year guarantee that many other manufacturers provide.
We are also sorry for any confusion regarding the delivery date but can see that this was arranged for the date that you requested at checkout,
Please do let us know if we can assist further,
Kind regards,
Direct Stoves & Fireplaces
Part of the Order
Part of the Order - Spatula Set - was never received and only after several phone calls was it established that the Set was not available and money returned.
18 september 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi John,
We're sorry for any inconvenience relating to the order.
While it is thankfully very rare for this to happen, it is sometimes the case that suppliers discontinue or fall out of stock of certain items, which can coincide with busy periods for heating sales. This can mean that it takes longer than normal to establish availability.
We are glad to hear that a refund has now been processed for this and if we can offer any other advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Had to replace our existing stove
Had to replace our existing stove, after a lot of searches decided to order from Direct Stoves. The ordering process was straight forward and the delivery was super swift with updates from the moment of ordering. The stoves arrived very well packaged and in perfect condition. I definitely know where to come in future and would 100% recommend to anyone looking to purchase.
8 september 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your kind review.
It's fantastic to hear that you found our ordering process to be straightforward, and that you were impressed with the speed of the delivery and stove packaging,
We'd be very grateful for your recommendation. Please also let us know if we can offer further advice or assistance in future,
Kind regards,
Direct Stoves & Fireplaces
Really efficient helpful service great…
Really efficient helpful service great stoves. Quick delivery great communication and best prices in the UK. My stove and parts I ordered separately all arrived very well packed and in perfect order. Would use Direct Stoves again without any hesitation
5 september 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your review.
It's great to hear that the delivery was as quick as we've come to expect and that you were impressed by our prices.
Your repeat custom would be greatly appreciated! Let us know if we can offer assistance with any future orders,
Kind regards,
Direct Stoves & Fireplaces
Overall experience A*
Excellent stove. Excellent price. Delivery and aftercare was first class. Thank you Victoria for your support. I would recommend. It’s not about what isn’t 100%. It is how they handle getting it 100% for you. Grateful customer.
10 september 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Connie,
Thanks for your review.
Your positive feedback regarding our products, prices, delivery and customer service are all greatly appreciated. We'll be sure to pass on your compliments to Victoria and the rest of the team.
If we can offer any further advice or assistance then please let us know,
Kind regards,
Direct Stoves & Fireplaces
Really impressed
We recently purchased a multifuel stove and really happy with it. Unfortunately when we received our order a part was missing however after contacting Direct Stoves they provided a replacement part within 2 days. Delivery was free and really quick, well packaged and brought in as far as possible.
When we placed our order we didn’t get a confirmation email detailing my order which I would have preferred, this ofcourse doesn’t impact at all however not having this and my order not showing on my account made things more difficult when trying to confirm our order with the installer, again this doesn’t impact on the items purchased in anyway it’s just little details I think would improve the experience. Everything considered we would absolutely recommend Direct Stoves and will use again in the future
21 juli 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Conner,
Thanks for your review.
We're very pleased to hear that your experience was so positive overall and that you'd recommend our goods and services.
We were sorry to hear of the missing part but we're glad that our team was able to get this to you as quickly as we've come to expect.
Regarding the order confirmation email, it's strange to hear that this was not received as this is generated automatically upon placing an order.
We've resent confirmation to the email address on the order as of today. If you still haven't received anything in your inbox, we would perhaps suggest a) checking your spam folder just in case and then b) contacting us to confirm that there isn't a typo in the email address provided which would need correcting.
Let us know if there is anything else that we can do to assist,
Kind regards,
Direct Stoves & Fireplaces
Great product, great service
Great product, delivered by a really nice guy, and great finance options. Would definitely use them again
1 juli 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Harry,
Thanks for your kind review.
It's great to hear that you were impressed with our payment options and the delivery service.
If we can offer any further assistance, please don't hesitate to let us know,
Kind regards,
Direct Stoves & Fireplaces
DG stove…
Stove was delivered on agreed day and customer services made sure the chosen day worked.
Ordering was straightforward and showroom team couldn’t have been more helpful.
14 juli 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thank you very much for your order and for your review.
We are glad to hear that the showroom team was so helpful and that everything was as expected with the delivery.
If there is anything else that we can do to assist, please let us know,
Kind regards,
Direct Stoves & Fireplaces
Fabulous product and a great experience…
Fabulous product and a great experience from ordering to fitting in place.
4 juli 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Jonathan,
Thanks very much for your review.
We're glad to hear that you were impressed with your ordering experience.
Please let us know if we can assist further,
Kind regards,
Direct Stoves & Fireplaces
Stove delivery nightmare
The sales person from direct stoves was very good, Jude. After that the communication between me, dispatches , and the delivery co, was a nightmare. If when I bought the log burner would have been told that it was a kerb delivery, 30 meters from the house,I wouldn’t have bought it from you.
21 juli 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Ben,
Thank you for your review.
We are glad that you were impressed with the sales advice received, and we are sorry for any inconvenience relating to the delivery.
To clarify, the delivery information on our website and in the dispatch email specifies that deliveries are kerbside.
To quote our website, "our drivers will deliver your items to the kerbside, as close to your property as possible. If your driveway is made of gravel or loose stones, has steps, or steep slopes, the driver may only be able to leave the pallet at the nearest safe and accessible point. Drivers cannot bring items inside your house. Your order will be left on the delivery pallet".
We are sorry for any frustration but would stress that our team has been in regular contact with the stove supplier regarding your order. What appears to have happened is that you contacted the courier directly to make requests insofar as the redelivery without notifying us as the retailer.
For future reference, we would generally recommend speaking to our Dispatch team for advice regarding delivery requirements, as we are able to liaise with our supply and delivery partners and help resolve any problems.
Please do let us know if you need any further assistance,
Kind regards,
Direct Stoves & Fireplaces
Delivery service was shocking
Delivery service was shocking , leaving it by a gate no where near the door for my girlfriend to get in cause I was away working!
12 juni 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Luke,
Thanks for your order and your review.
We are sorry for any inconvenience relating to this order.
As per the delivery information on our website, "our drivers will deliver your items to the kerbside, as close to your property as possible. If your driveway is made of gravel or loose stones, has steps, or steep slopes, the driver may only be able to leave the pallet at the nearest safe and accessible point. Drivers cannot bring items inside your house. Your order will be left on the delivery pallet".
The same information was also in the dispatch email sent to you following receipt of your order.
If the driver did not feel that they were able to transport the pallet any closer to the property then unfortunately they would only have been able to leave the pallet at the closest access point.
This being said, we are sorry for any potential frustration with the service received. If there is anything else that we can do to advise, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Fantastic Fireplace
Great product with a professional service, and installation was quick and very neat.
27 mei 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Andrew,
Thanks for your review.
We are pleased to hear that you received professional service and were impressed by the installation work.
If we can offer any further advice or assistance then please don't hesitate to get in touch,
Kind regards,
Direct Stoves & Fireplaces
Terrible customer service...
Made a batch order but after months never received a big part of the order... was kept hanging on saying "it will be the end of next month" and when the "end of the next month" came, it was to be another few months. I completely appreciate supply chain issues happen, but the lack of communication and proactive customer service from this company is terrible. On finally asking for my refund, there was zero goodwill shown and they even decreased the discount they were offering me despite the very poor customer service. Went to a BBQ Centre website and had the order delivered within a few days... use them.
30 juni 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thank you for your review. We are sorry for any disappointment regarding your order and the service received.
As you mention, you had ordered one of our BBQ packs and our Dispatch team contacted you ASAP after receipt of the order to advise that one of the accessories had fallen out of stock.
We appreciate that, because of ongoing supply issues on the part of the manufacturer and the current demand for outdoor heating goods, the lead time has been pushed back on a few occasions.
It is always our intention to keep customers as informed as possible regarding any changes but as we're sure you can appreciate, we are only able to provide as much information as we receive from the supplier. Our Dispatch team was happy to chase them for interim updates whenever you had requested these.
Regarding the refund amount, the order was placed with a significant level of discount applied against the items within the pack as well as a further discount applied at checkout. It was for this reason that, when you chose (understandably) to cancel the outstanding item from your order, we were only able to offer a refund based on the discounted amount and not the unit's full RRP.
This all being said, we do appreciate the inconvenience to yourself and we are glad that you were able to find the item in stock elsewhere.
If there is anything else that we can do to assist at this stage, please let us know,
Kind regards,
Direct Stoves & Fireplaces
Great Products Great Staff
The product is amazing and the staff were really helpful. Only point missing was the lead time on the product I ordered In April and didn't receive until 6 June. That being said the stove is fantastic and I am delighted with it.
6 juni 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Richard,
Thanks for your review.
It's great to hear that you were impressed with the item received and with our customer service.
This said, we are sorry for any inconvenience relating to the delivery lead time.
If we can offer any further advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
helpful during the quote and sale…
helpful during the quote and sale process.... but when they arrived to install, they had ordered the wrong fire. Despite the fire arriving a few days later, they couldn't find the time to come back for another 3 weeks, further delaying my house project. The installer's final bill was £300 more than quoted due it "taking longer than expected". There was no conversation at any point suggesting the extra costs.
19 juni 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Austen,
Thank you for your review.
We are sorry for any inconvenience relating to this order and fitting.
To clarify, the team did not order the incorrect stove. Upon the installer beginning the fitting work for the appliance, they discovered that the effective chimney depth was shallower than had been apparent upon the initial survey. This necessitated changing the order to a shallower version of the same stove and rebooking the installation date.
The showroom team have confirmed that when the fitter arrived to conduct the installation work, you had requested that he construct a logstore beneath the inset stove. This was not something that had been requested beforehand and so would not have been included in the original quotation. As you mention, the fitter agreed to undertake this work but has charged you an additional £300 for this.
This was not, as you indicate in your review, a fee for the original job taking longer than expected to complete, but was because of the additional labour and structural work involved. The team has also asked me to mention that you have not yet paid the additional cost to the installer despite him carrying out the additional work for you.
While we are sorry for any dissatisfaction in the service received, we would argue that our sales and installation teams have done all they can to assist at each stage.
If there is anything that we can do to advise then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
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