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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Nice stove but poor delivery service
I have no complaints regarding the stove and we are enjoying using it. Unfortunately the delivery did not go as planned. The delivery date was arranged for 8th January. That day I received a text from my neighbour, who lives in a basement flat, saying that she had taken the delivery because the driver told her there was no answer at my house. But my wife and I were waiting all day and did not hear our doorbell or the door knocker. It is a loud RING doorbell so there's no way we could have missed it. My son and I subsequently had a tremendous struggle carrying the stove up two flights of stairs and we were not best pleased. I was planning to order a second stove for another room in the house but I am concerned about your delivery service.
8 januari 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Patrick,
Thanks for your review. We're glad to hear that you have been impressed by the stove received.
That said, we're sorry for any disappointment relating to the delivery. We can see that the supplier had tried contacting you on the 8/1/25 for the delivery booking but that the phone number which you had provided was out of service. The delivery was subsequently booked in for the 15/1/25 after our dispatch team made arrangements via email.
Unfortunately, and as per the delivery information on our website, "The drivers are contracted to deliver the item to your property and must use a pallet truck to lift/move the goods which are normally quite heavy and can be up to 1mtr wide (occasionally larger). If they cannot operate the pallet truck safely due to gravel/stone drives, steps, or slopes as examples they will only be able to leave the item at the first available access point. They will try to assist as best they can but can only stay at each property for a limited period. They cannot bring the goods inside your house and will leave the goods with you on the delivery pallet".
We cannot attest to the issue experienced regarding the driver and your ring doorbell but we are sorry for any inconvenience and appreciate your feedback. It is always our intention to offer the best service that we possibly can which also extends to our delivery partners and their couriers.
If we can offer any further assistance regarding future orders or advice relating to delivery thereof, please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Great price free delivery
Great price free delivery, and a prompt service very happy would buy a multi fuel stove from this company, and would recommend them
13 januari 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thank you for your review.
Your recommendation means a lot to us. As you mention, we're pleased to be able to offer free one-man delivery on stoves throughout the UK mainland and Northern Ireland.
If there is anything else that we can do to assist then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Think twice - costly parts
One year and 8 weeks after buying a fire costing £799 my 88 year old dad found the remote control stopped working. I rang the company and they said as it is 8 weeks over warranty its nothing to do with them now, I have to contact spares depot. I contact spares and am told the remote is £248 to buy. I tell them its only 14 months old, they tell me its nothing to do with them. My dad has not got this sort of money and cannot manually work the fire and he is cold. Feel so let down , so disappointed. Just please bear this in mind when chosing a fire. It is a lot to pay. As a pensioner of 88. Fire is just over a year old. Absolutely gutted is an understatement
15 januari 2025
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Wendy,
Thank you for your review. We are sorry to hear of any dissatisfaction with the service received.
We can see from notes on this order that when you contacted our customer service team, they had requested a serial number for the appliance as well as details for the Gas Safe registration. This was necessary information requested so that they could progress your complaint, and advise on further steps towards resolution under the manufacturer's guarantee procedure.
You may recall that you had then expressed an unwillingness to find this information and instead wanted to purchase a new remote control ASAP. The customer service team had suggested contacting the manufacturer's spares team for that reason.
We are sorry to not have been of more assistance but hope that you can appreciate that we are limited in terms of what we can do to assist without the aforementioned details. The customer service team has been in correspondence to advise as best as they can under the circumstances and would be happy to help further if there is anything else with which we can assist.
Kind regards,
Direct Stoves & Fireplaces
Great service
Great service. They helped us work out what we needed over the phone, then set up a cart for us online. All very easy.
10 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Elen,
Thanks very much for your kind review.
It's fantastic to hear that the sales team were able to assist in placing an order and providing a cart share to this effect.
Let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
The product was exactly what we wanted
The product was exactly what we wanted. Makes light work of splitting logs
Excellent delivery service, received less than 24 hrs after placing order
13 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Lyn,
Thanks for your order and for your review.
We're glad that the item received met all of your requirements and that you were impressed with the delivery service.
We trust that you'll let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Superb service
Superb service face to face in the shop. Very helpful and informative and we made a decision as to what to purchase
Extremely quick delivery free 60+ miles.
Overall experience could not be bettered.
23 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Stuart,
Thanks for your review.
We're thrilled to hear that your experience in our showroom was so positive and that our team was so helpful.
It's also fantastic to hear that you were impressed with the speed and scope of our delivery service.
Let us know if we can offer any other assistance.
Kind regards,
Direct Stoves & Fireplaces
Stove delivery
Stove delivered on time and packaged securely on its own pallet
4 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your review.
It's great to hear that the stove was delivered securely and on time.
If we can assist further then please don't hesitate to get in touch.
Kind regards,
Direct Stoves & Fireplaces
Beware, be advised
Do not use this company or buy the 2nd rate stoves they sell.
We changed our villager log burner which we have had for 20+ years for a stove from this company.
Within two months of using it a crack appeared above the door in the main body.
We reported it and they have completely walked away from the problem, bombarding me with technical questions about airflow, gaps liners, question you could never answer, my installer condemned the stove and contacted the supplier and again got no joy.
He has advised all his contacts and other installers not to use this company.
We have had a log burner for over twenty years with no problem , so it's not user error but merely a product fault, which I would have excepted if something had been done.
We had to completely write the log burner off and get a new one.
I know the company will response to this review with all sorts of excuses but the bottom line is there completely washed there hands of it.
There are lots of companies out there seller burners, use them, not direct stoves.
17 januari 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Terry,
Thank you for your order and for your review.
We are very sorry to hear of your experience in ordering with us. It is always our aim to provide the best customer service and technical advice that we can and so it is concerning to hear of any difficulty in resolving the problem reported.
With this in mind, and because we have been unable to identify an order reference or similar going purely off the details in your review, would it be possible to contact our custom service team with your order number: customerservice@directstoves.com?
This is something which we can bring to the attention of our management team so that we can investigate further.
Kind regards,
Direct Stoves & Fireplaces
Worst experience of my life
Very poor customer service ,they just don’t talk ,no updates fitter messed up the fitting worst experience of my life
Lime stone Boards in fire place cut to short , so did Not meet fire surround which they could not fit, stove pipe fitted in two parts ? Fire plate fitted butched gaps round pipe and sides ,chimney bird nesting strap not fitted properly,fire marble floor not level,
Told fitter I did not want him to finish job for reasons above ,had to find a new company to fix all there mistakes at my expense still waiting for my refund from the fitter and paper work
Direct stoves in bromsgrove and
Direct heating services who use subcontractors who was
Sean H - ST Hughes Plumbing & Heating who I am still waiting from direct heating services which is part of direct stoves for a reply about my refund,sent 2 emails to direct heating and still no reply 😡
7 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Ian,
Thank you for your review.
We are sorry for any disappointment regarding your experience. As you will be aware, our showroom team had arranged replacements for the limestone chamber once notified of the issue on the installer's part.
All fitters are subcontracted through our fitting team who make arrangements insofar as fitting dates and quotations. We have asked our fitting team to contact you and discuss the complaint in further detail but please do let us know if there is anything else that we can do to assist in the meantime.
Kind regards,
Direct Stoves & Fireplaces
Avoid this company
Direct stoves were recommended to us by our stove installer.
Delivery was on time, however this is the only positive I can take out of the full experience.
Upon the third use, the stove would jam shut when hot.
We were advised that this is normal and that stoves require maintenance ‘like a car needs its tyres changing’.
Firstly we were advised to loosen the nut behind the door hook. We followed these instructions however as we aren’t professionals, the outcome meant the door was now completely jammed!!
We were advised to purchase high temperature lubricant to prize the door open and to use a hammer to open the door. I was not willing to do this as did not want to be liable for any damage to the stove.
On multiple occasions I requested for an engineer to come and assist as the stove was not fit for purpose, each time ignored.
After days of chasing email responses and not being able to get through to anyone on the phone line, I lodged a formal complaint.
No complaint acknowledgment was received or complaints procedure.
Very rude customer service throughout advising us to ‘just open the door’!
Luckily our stove fitter spent 45 minutes taking the door off the stove and re-adjusting to make fit.
Not ideal in the cold winter months.
Still no response to my email sent 22nd November.
Direct Stoves have now lost myself and our stove installer as customers. Would not recommend.
30 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Harriet,
Thank you for your review. We are sorry for any disappointment regarding your experience.
We can see from notes on your order that our customer service team had recommended loosening off the hook and bringing this forward slightly, so that this would have more room when expanding with the heat from the stove. Our understanding is that this was instead tightened and the handle forced shut so that the door was jammed.
Unfortunately, while it is our aim to have as much coverage as is possible insofar as fitting and servicing engineers through our servicing team, we do not presently have engineers to recommend in every part of the UK. Our customer service team had contacted the manufacturer for further advice and can only apologise, due to the huge demand for heating appliances towards the end of any given calendar year, for the delayed response.
With this in mind, we are glad that your stove fitter was able to resolve the issue for you and we are sorry again for any inconvenience. Details regarding your complaint have been passed on to the management team but please our customer service team know if we can assist further at this stage.
Kind regards,
Direct Stoves & Fireplaces
Ordering was great getting informed it…
Ordering was great getting informed it was going to be delivered was ok. It still hasn’t arrived and I can’t get in touch with dispatch people. Emails keep bouncing back. Not good
30 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Janis,
Thanks for your review. We are sorry for any inconvenience relating to the delayed delivery.
We can see that Dispatch has been in touch with you to provide an update. As you will be aware, because you are on a far-northerly Scottish isle, our usual delivery partner had to coordinate with a forward courier to fulfil shipping. The delay has been with said courier with has necessitated our shipping partner and our Dispatch team remaining in contact to resolve the issue.
If there is anything we can do to advise or assist further in the meantime, please don't hesitate to let us know.
Kind regards,
Direct Stoves & Fireplaces
Absolutely spot on
Absolutely spot on, delivery on time kept in touch throughout, outstanding service, good value for money, 100% happy with my purchase
23 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for taking the time to review your order.
We're pleased to hear that you were 100% happy with your purchase and that you were impressed with our prices and services.
If we can offer any further advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
excellent value flex liner
excellent value flex liner
great quality
fast dispatch and delivery
4 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your order and for your review.
We're glad that you were so impressed with the quality, value and delivery time for the flexible liner.
If we can offer any other advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Such a large choice of stoves …
Such a large choice of stoves but easy to order the one I wanted. Liked that you could choose delivery date Customer services very accommodating when I rang to change delivery date Only problem now is what do I do with very heavy palate
5 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Hilary,
Thanks for your review.
It's fantastic to hear that you were impressed by our selection of stoves and the convenience of our delivery service.
Regarding the pallets upon which goods are delivered, these are necessitated by the weight and size of many of our products. There are pallet removal and recycling companies online for those looking at options relating to pallet disposal.
If we can offer any further advice then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Super helpful staff
Super helpful staff, great advice and very quick delivery. Excellent quality product too.
4 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your kind review.
It's fantastic to hear that our staff were so helpful and that you were so pleased with the order received.
If we can offer any other assistance then please don't hesitate to give us a call.
Kind regards,
Direct Stoves & Fireplaces
The stove was delivered when it was…
The stove was delivered when it was supposed to be, the driver was fantastic, polite , and the fact that he couldn’t get near our house wasn’t a problem 10/10
27 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Kath,
Thanks again for your order and for your review.
It's great to hear that you were so impressed with the service from our delivery partner.
Please let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Excellant service
Ordering was simple and good, staff excellant friendly very help and will go out of their way to answer and questions you may have
5 stars for excellant service
14 december 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Sue,
Thanks for your kind review. We're glad to hear that our team was so helpful regarding our ordering process.
If we can offer any further assistance then please don't hesitate to get back in touch.
Kind regards,
Direct Stoves & Fireplaces
Great company who I would use again 😀
First time using this company and order went great, ordered my stove and stove delivered just over a week later as I’m in Northern Ireland. Delivery went well and delivery company kept in contact giving me a call an hour before delivery, they wheeled the pallet right up to front door. Stove was well packaged in a crate which was tied down to pallet no chance of it coming off, stove is in perfect condition so no problems. Big thanks to Direct Stoves 👍
19 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Darren,
Thanks very much for your kind review.
We're pleased to hear that the delivery went as well as we've come to expect from our shipping partner. As you will be aware, we offer quick and free one-man pallet delivery of stoves to Northern Ireland as well as mainland UK addresses.
Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Charnwood aire 5 + fitting materials
Purchased Charnwood aire 5 at the lowest price we could find on market.
Prompt updates on delivery and helpful delivery driver.
Wrong size flue liner arrived, we ordered a 6” and a 5” arrived - several days back and forth to rectify
Flue pipe damaged in box - one end not circular due to damage with paint peeling away.
Extended Charnwood guarantee code not passed onto us at time of purchase - we had to email again to gain this information.
Poor experience after being recommended by a family member - dissapointing.
15 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Michael & Adam,
Thank you for your feedback. We're glad to hear that you found our prices to be competitive, and we're sorry for any disappointment in light of the recommendation that you received.
While issues with incorrect items or damage upon receipt are thankfully very rare, not to mention multiple issues with the same order, these can and do happen on occasion.
Our Customer Service and Dispatch teams do work very hard to resolve any problems as quickly as they can. Response times at this time of year can be extended due to the sheer demand for heating appliances and we can only apologise for the delay.
If we can offer any further advice or assistance at this stage then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
AVOID Brand new fire not working for…
AVOID Brand new fire not working for over 6 months. Blamed installer despite not coming out to inspect. We agreed to pay £60 inspection fee on 17 October. First date they will send is 19 December for 75 year old with lung issues. AVOID THIS COMPANY. Taking to small claims court
Reply:
I have contacted customer services numerous times and been fobbed off; check your inbox as they refused a point is escalation today hence this review
Since the 17 October you have not provided one datee; you said you would call back (didn't); asked for paperwork despite this already all being provided.
If you had simply arranged the visit as agreed on 17 october this would have been resolved despite your previous incompetence; my frustrations yesterday which resulted in me ending the call were due to you simply not doing what you agreed to do. If you now want to try and play games and say you are not dealin with this because i swore at you, let's see whether the small claims court things this is mitigation. The fire is register as you can validate yourself. I also have the emails chasing you after 17 October. Nick apologised several times for the delays in replying. Lying on top of not fixing things. You are just a joke leaving a 75 year old without an operating fire for over 6 months. DISGUSTING
28 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Jenny,
Thanks for your feedback. We're sorry to hear of the issues experienced with the fire in question.
Our customer service team has been in contact to advise on this order. As we understand the situation, you had refused to provide any contact details or information for a Gas Safe registered engineer who had fitted the appliance, meaning that our team could not verify this or progress any assistance under warranty. The team had also requested a report from the installer to explain the nature of the fault, which has also not been received to date.
* Edit: the team have also advised that when this was checked against the Gas Safe Register, they noticed that the appliance did not appear to have been registered by a gas safe installer which would potentially constitute an illegal fit. After we had notified you that an engineer would therefore be unable to assist with an unregistered fire, the property was then added to the register. A manager had checked the Gas Safe register again as of 28/11/24, following contact with you through the showroom, and your property appeared to have been removed from the register once more.
Our team had offered as of the 17th October, and again on the 6th and 13th November, to arrange a (chargeable) call-out with a gas engineer, arranged through the showroom as a gesture. When you eventually called yesterday to arrange payment, you were indeed informed that the 19th December would be the earliest possible date for a site survey.
We do appreciate that it is a long time to wait for an inspection, but unfortunately this is an extremely busy time of year for heating appliances and engineers are in very high demand.
We've since been informed by a manager that upon calling the showroom to complain, you had used very abusive language in discussing this with a representative and had then put the phone down when we were unable to facilitate an earlier visit.
Please be assured that we do take any complaints with the seriousness in which they are made. This said, given the lack of documentation to indicate the legality of the fire installation, there would be nothing else that we can do to assist at this stage.
Kind regards,
Direct Stoves & Fireplaces
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