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
4,1
Goed
287 reviews
Heeft 100% van zijn negatieve reviews beantwoord
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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
Good quality products at good prices
Good quality products at good prices, good communication and use of good well known carriers using employed driver who took time to find our address,which is not difficult to find but unfortunately most couriers are obsessed with believing their satnavs even when not making sense! Driver was very helpful
and dragged pallet truck exactly where I asked him too..a lot of couriers moan about moving goods more than a few feet.
All in all very pleased and will be ordering again in New Year.
6 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Paul,
Thanks very much for your kind review.
We're glad that you were so impressed with our products, prices and the delivery through our shipping partner.
It's also fantastic to hear that you'll be ordering with us again. Please do let us know if we can offer any further advice or assistance with your next purchase.
Kind regards,
Direct Stoves & Fireplaces
I would highly recommend buying from…Direct Stoves
I would highly recommend buying from Direct Stoves. They were extremely helpful and informative with us when choosing the correct stove for us and talked us through exactly what accessories we needed for the fitting, with a “real” person at the end of the phone ! The Clearviw stove that we chose is the 5th one that we have purchased over the years and is of the same very high quality as before. Thank you Direct Stoves 10 out of 10 for everything.
4 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Deborah,
Hi Michael,
Thanks very much for your kind review.
We really appreciate your recommendation. Our Sales team are always happy to assist customers in choosing the right appliances for their needs.
Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Terrible courier delivered a stove…
Terrible courier delivered a stove obviously damaged which after spending a lot of time arranging uplift of damaged goods stove but staff were brilliant suggest using a new courier
4 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi George,
Thanks for your feedback.
We are sorry for any disappointment relating to the delivery and the goods damaged upon receipt. It is thankfully very rare that we hear of issues with our delivery partners but we're glad that our team was able to resolve the issue as quickly as they could.
If we can offer any further advice or assistance then please don't hesitate to let us know.
Kind regards,
Direct Stoves & Fireplaces
Prefect product great service
Prefect product in the Helios eco 5 multi fuel stove. Customer service is absolutely spot on could t be happier with the service provided!
8 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Elliott,
Thanks very much for your kind review.
The Helios 5 multifuel stove is a very popular model and it's great to hear that you were so pleased with this, as well as our customer service.
Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Great customer service
Great customer service. Totally professional, no fuss, very quick and no false expectations. Product delivery great.
19 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Helen,
Thanks very much for your kind review.
We really appreciate your feedback regarding our customer service. As you mention, we always aim to give quick and professional advice and assistance.
Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
I bought flue liner pack from Direct…
I bought flue liner pack from Direct Soves and would happily recommend them. Great product at a great price, easy to navigate website and top class customer service.
25 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks very much for your kind review.
We're glad that you were so impressed with our website and our prices.
Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
great service great price
my purchase of a log burner was made very easy by the staff at direct stoves .
There help was great and was delivered very quick.
The delivery driver was very helpful to.
28 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Michael,
Thanks very much for your kind review.
It's great to hear that our team was so helpful and that you were impressed with the delivery.
Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Have bought 2 Woodburning Stoves
Have bought 2 Woodburning Stoves
From Direct Stoves
Always great professional service
Easy ordering, quick friendly service
And delivery on time
Would recommend for anything related to Woodburning stoves …
5 november 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your kind review.
It's always great to hear from returning customers. We're glad that you've been so impressed with our wood burners and our level of service.
If we can offer further assistance with any current or future orders then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Brilliant service
Brilliant service, answered every question, helped manage the project from start to finish and a great price. Fantastic.
28 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thank you very much for your kind review.
It is fantastic to hear that our team was so helpful in answering your questions, and that you were impressed with the service received and our prices.
If we can offer any further advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Excellent Service and Prices
Maybe I'm operating in an alternative universe but Direct Stoves were great every step of the way - and mine was not a standard case.
The stove had to be delivered to Poole for shipping to the Channel Islands. Not only did they crate pack it for onward shipping but they refunded the VAT within days of evidencing landing of goods. They also had the delivery drivers use hi-vis vests as per dock rules.
They replied to my queries within minutes and were very communicative from the ordering depåartment to the consignment manager.
Would recommend without hesitation
14 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thank you for your review.
We're pleased to hear that the delivery went well and that our Dispatch team was so helpful.
Your recommendation would mean a lot to us. Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Avoid at all costs, they do not actually have stock!
Ordered a replacement fire for an elderly lady. They are without heating and Direct Stoves had the quickest delivery time of 3-5 working days. Waited a week and heard nothing from them so chased the delivery because the weather is getting quite cold and the lady doesn’t have any heating. Was told they hope to get it in by the end of this week, which is 8-9 working days after I ordered, and then they will get delivery out to me! So another week to wait. This is not acceptable at all. I chose the company because they said they had stock for delivery within 3-5 days, they did NOT mention that they needed to order stock in from Gazco and that takes 2 weeks. I emailed to requested an urgent update and didn’t even get an apology. They are leaving an elderly lady in the cold because of their misleading marketing and poor communication and they don’t even apologise. I would avoid this company at all costs. There are so many others selling these items, shop around and make sure you call to ensure they have stock in their own warehouses if you are on a tight schedule. Very disappointed indeed.
Edited to add: their reply seems to imply it would be ok to deliver last week (when it was well outside of their advertised delivery time scale), but now we are in week 3 and still no sign of the fire being delivered or any date being offered for possible delivery. Terrible experience.
23 oktober 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Emma,
Thank you for your review. We are sorry to hear of any delays in expected delivery lead times and we do appreciate the inconvenience.
While we carry stock for a large number of our products, it is a very busy time of year for heating appliance sales and it is sometimes necessary for us to order from the supplier to dropship to our warehouse.
Any lead times on the website are ultimately approximations; we can see that in this instance, and having received your order, the Dispatch team emailed you to advise that "the current estimated delivery time on this product is approx. w/c 21st October and we will call you to book in the delivery as soon as the stock arrives. Please do not book an engineer to fit your appliance until you have received your order as this will avoid any unnecessary costs if the order does not arrive on the prescribed delivery date, due to possible delays in the delivery network".
This being said, we appreciate the feedback for our web team, so that we can continue to try and ensure the best possible service going forward.
If we can offer any further assistance at this stage then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Helpful and informative
Helpful and informative, enabling us to make a great choice of stove and all the right stuff required to install it.
Leaving me a happy chappy
28 september 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thank you for your kind review.
We're pleased to hear that you found our team to be helpful and informative. Our sales representatives are always happy to assist in finding the right stove for a customer's needs.
If we can offer any further advice then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Excellent service
Helpful and knowledgable staff when we called to confirm exactly what parts we required. They kindly expedited dispatch. Promptly delivered and good quality parts. Would not hesitate to use again.
24 april 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Deborah,
Thanks very much for your order and for your kind review.
It's great to hear that our team was so helpful in determining what you'd need, and that you were impressed with the quality of our products and our level of service.
If we can offer any further advice or assistance then please don't hesitate to get back in touch.
Kind regards,
Direct Stoves & Fireplaces
Excellent service from Direct Stoves
Excellent service from Direct Stoves. We purchased our stove and booked the delivery date of our choice. The stove arrived as planned on the agreed date. We were kept updated throughout vai email.
Absolutely love the stove. Very happy customer. Thank you.
26 februari 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks very much for your kind review. It's great to hear that you've been so pleased with the new stove, as well as the service received from Direct Stoves.
If we can offer any other advice or assistance then please don't hesitate to get in touch.
Kind regards,
Direct Stoves & Fireplaces
Avoid!
The worst experience I have ever had with a company.
Advertised incorrect delivery dates on the site so I had to cancel my order to get a burner in time for my fit dates. It then took multiple emails and calls to get a refund. It’s been weeks now and the funds are still not in my account. If you’re looking for a stove try a local supplier who will appreciate your business so much more.
20 februari 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thank you for your review. We are sorry to hear of the issues experienced with this order.
We can see that this order was placed late on the 7/2/24 and that our dispatch team called you the following day to advise of a previously unforeseen delay. This would have been as per information received from the supplier and would not have been within our control.
It is always our intention to meet expected delivery dates but we're sure that you can appreciate that complications, while thankfully rare, can and do happen on occasion. It is for this reason that we recommend against booking in installers prior to the arrival of goods.
With this being said, we do appreciate the inconvenience caused and we are also sorry for the delay in your receipt of the refund. We can see that this has now been processed by our accounts team and you should have received notification yesterday to this effect. The amount of time taken for the funds to be reflected into the original payment method will now be dependent upon the card or account provider.
If we can offer any further advice or assistance then please don't hesitate to let us know,
Kind regards,
Direct Stoves & Fireplaces
Direct Stoves sold me disappointment and frustration under the guise of broken stoves and terrible customer support.
In January 2023, I embarked on what I believed would be a prudent investment with Direct Stoves, purchasing two stoves valued at over £5,000, with the expectation of shielding my home from the escalating costs of heating and adding the final pieces to a long house renovation. This anticipation was met with disappointment, as a series of unfulfilled promises and mismanagement unfolded.
Despite assurances of availability, the stoves were not delivered until June 2023, a stark deviation from the expected timeline, 6 months later in fact. Compounding this delay, an undisclosed requirement emerged: the necessity for fitters to undergo specific training—a detail glaringly omitted from the product information, necessitating an unforeseen delay. I was hoping to use the stoves that winter but now I was resigned to wait the summer over and use them come next winter.
Installing and fitting the stoves is costly as redoing the flues and hearths to regulations, amounted to over £6,000. In preparation for winter, I further invested in 750kg of pellets, a testament to my commitment and trust in the efficacy of these stoves.
Tragically, this trust was misplaced. Within a month of use, both stoves failed, a dire situation made worse by the fact that they were integral to my strategy for mitigating heating costs amidst rising bills. To complement the stoves, I had installed smaller radiators in both rooms, based on the expectation that the stoves would serve as the primary heat source. This malfunction forced me to rely solely on these radiators, incurring significantly higher expenses than anticipated and defeating the purpose of my initial investment.
In November, I sought resolution through Direct Stoves' consumer support, only to be met with a disheartening silence that has persisted into February. No solutions have been proposed, no technicians dispatched, no recognition of the inconvenience and financial strain their product failures have imposed.
This experience has been more than just a financial loss; it has been a stark reminder of the importance of transparency, reliability, and customer service—qualities that Direct Stoves has demonstrably failed to uphold. The absence of accountability and the disregard for customer satisfaction are deeply concerning, highlighting a gap between what is promised and what is delivered.
I share my ordeal as a caution to others who may consider Direct Stoves in their quest for heating solutions. The promise of efficiency and cost-saving has been overshadowed by a reality of malfunction, miscommunication, and missed opportunities for rectification. Let my experience serve as a warning: the investment in Direct Stoves may result in unexpected costs, complications, and a return to more expensive heating alternatives, leaving you colder and poorer than you might have anticipated.
I’m now working with a solicitor to resolve the situation.
EDIT after reply:
You did refund me part of the orders but I still waited 6 months to get them delivered after I bought them as "in stock".
The Pellet stoves do require a different certificate to install than the other stoves, it had not been communicated to me nor did I find any fitters that had it. The fitters were kind enough to undergo the training specifically to install these pellet stoves. So that is inaccurate.
The issues you are referring too are that neither stove has worked for more than a month and now I'm in the 4th month of waiting for you to send this phantomatic engineer here to fix the issues.
I ordered them January 2023 and I couldn't use them that winter. It's February 2024 and still I can't use any of my 2 stoves. at this pace I will be able to maybe use them for the third winter since ordering... assuming these issues will be fixed in the next 8 months which at the moment I doubt.
5 februari 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Carlo,
Thank you for your review. We were sorry to hear of the issues experienced with the items in question.
We can see that our team contacted you shortly after receipt of your orders to advise that, because of production issues affecting the pellet burners in question, there would be some delay to dispatch and delivery.
In recognition of the inconvenience, and following discussion with yourself, our team refunded the majority of both orders with deposits retained in order to keep the orders in progress.
Regarding the requirement for a trained installer, this is necessary for most indoor solid fuel heating appliances and not unique to the pellet stove models chosen. Our sales team always tries to advise as accurately and completely as they can, and would have gone into more detail regarding installation requirements had this topic been raised prior to your having ordered for supply and delivery.
We do also understand that you have had a more recent technical issue which has been discussed with our customer service team. As has been conveyed by Customer Service, we are in the process of making arrangements for an engineer visit at our own expense, and can only apologise for the delayed resolution. Again, because these are specialist heating products, it can sometimes take a bit longer to make arrangements for attendant engineers because of the demand for such services.
With all of this said, we do understand your disappointment and appreciate your patience. We would urge you to let us know if we can offer any other advice or assistance in the meantime.
Kind regards,
Direct Stoves & Fireplaces
I bought a Wooly Mammoth stove from…
I bought a Wooly Mammoth stove from Stoves Direct it cost me £700. I have been very disappointed in this purchase. I have only had 18 months and don’t use everyday. I have had to replace the rope on the door three times, glass and stove marked easily now two of the bricks inside are broken.
After sales from the company very poor and not helpful at all. I feel they have got the money now and don’t care.
Would not recommend this company or this product will buy locally next time so as after sales and help is available.
Poor quality product.
27 januari 2024
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Helen,
Thank you for your review. We are sorry to hear of the issues experienced with this order.
The rope seal, glass and fire bricks are all classified as consumable parts by most stove manufacturers, as these components are subject to wear and tear depending upon the frequency with which a stove is used, the type of fuel burned, whether the stove is over-fired etc. The rope seal and fire bricks in particular are subjected to dramatic changes in temperature.
As such, because the deterioration of these is entirely dependent upon factors beyond their control, these are not covered under the manufacturer warranty. While our team makes every effort to try and help with technical queries, we are limited in terms of what we can recommend, beyond giving advice in terms of sourcing suitable replacements.
This being said, please don't hesitate to let us know if we can offer any other advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
poor customer service
ordered a fire and flue, the fire turned up with no flue, the fire was damaged so reported straight away along with the missing flue. after lots of phone calls and emails we finally got a replacement fire but you would have thought the order would be 100% spot on correct but surprise surprise no flue. still currently waiting for the flue to arrive, originally reported 3 weeks ago. flue has now finally turned up
1 november 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your review.
We're sorry to hear of the issues experienced with your order and for any delay to the resolution. The damage upon receipt will have been reported to the supplier as soon as they were made aware, and any delay would have been as a result of the very high demand upon supply and dispatch lines at present.
This being said, please accept our apologies for any inconvenience. Do let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Once you pay them, they don't care
I bought a stove from these guys who cocked up the order and sent the wrong one. The delivery service is useless and dumped it on my drive. I had singlehandedly lift a 150kg stove into my house due to their error. When they replaced it the delivery company still.would not enter my house to help me get it out. I had to pay someone to help which put me out of pocket. I have complained several times and they respond and then ignoree.saying their too busy. This company does not care about their customers once they have received their payment. Avoid, avoid, avoid
19 september 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Daniel,
Thanks for your review.
We were sorry to hear of the issues experienced with this order. As per the delivery information on our website (as it relates to our free one-man delivery option):
"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 cannot bring the goods inside your house and will leave the goods with you on the delivery pallet.
We do offer a two-man delivery service option for instances where the customer may need assistance in transporting the stove into the property, but this was not selected at checkout.
This said, we appreciate that there was a picking error with this order and we are sorry for any inconvenience. We use a trusted 3rd party logistics service and haulage company for deliveries and collections, with whom we have a 15-year business relationship. While their delivery success rate is in excess of 98%, and while it is very rare for such problems to occur, they can and do happen on occasion and (as in this instance) our dispatch and customer service teams work as hard as they can to find resolutions in a timely manner.
This all having been said, please do let us know if you happen to need any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
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