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
Reageert doorgaans binnen 48 uur
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Bad delivery service
The stove was particularly ordered on the 1st September with a definite delivery date of the 22nd September. I phoned them on the day of delivery as the office closes at five and was told delivery would be between 8am -6pm and they said yes it was definitely out for delivery?. I stayed open until 7pm, It never arrived, after seven telephone calls the following day to try and find out what had gone wrong, they promised to find out and call me back, they failed again. Eventually the following day they contacted us and promised faithfully it would now arrive on the 27th. Again It never arrived. It turned up at 2pm on the 28th after promising it would be with us before 12.30 the day before. Now there are items missing so it cannot be fitted. The reason for all of this was to give them ample time for the delivery, that was because we were traveling on 1st October to France and the stove was to be fitted there. The missing parts were promised for the 3rd October, they never arrived. It is now the 4th October, we have just put in another call and again they have promised to find out and call us back. I think on this basis they should be avoided at all costs.
4 oktober 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Chris,
Thank you for your review.
We were sorry to hear of the issues experienced with the delivery of your order. We can see that our delivery partner and their depot had experienced recurrent problems which meant delay to the shipment, and while our dispatch team had tried to give the best possible information at each stage we do still understand the inconvenience.
Our dispatch team had contacted you on the 4/10/23 to advise of the lead time for the remaining items with an alternative courier, and had requested that you let us know if there were any problems with the delivery.
If you still have any questions or concerns, please do let us know and we will do our utmost to assist.
Kind regards,
Direct Stoves & Fireplaces
Price match porkies
Company seemed okay when looking at the website although they were few hundred pounds more expensive than other companies. They do offer a “price match” but unfortunately that is just a gimmick as they will reject the request and state “we can’t match that” seems pointless offering one. They did offer a 5% discount and let me know the other company charges delivery but still hundreds over their competitors. Worth shopping around
26 september 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Rich,
Thanks for your feedback.
We're sorry that we were unable to price match on this occasion. It is always our aim to offer the most competitive prices that we can, and any price match requests are submitted to sales management for this purpose.
Unfortunately, and as we're sure you can appreciate, we can't always account for competitor's supply lines and pricing structures, and there are rare occasions when we are unable to match for specific items.
The sales team had offered a discount and emphasised our free one-man mainland UK delivery option to try and give the best possible deal under the circumstances.
This all being said, we would encourage you to let us know should you be interested in anything of our other products in future, and we will see what we can do.
Kind regards,
Direct Stoves & Fireplaces
Amazing service
Everyone has been so helpful from the start to the finish in ordering our multi fuel stove.
We were really unsure about what fittings etc. we would require and all our questions were answered very clearly, this made the whole process very easy and pleasurable.
We cannot recommend this company enough.
11 september 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Jane,
Thanks very much for your order and for your review. It's great to hear that your experience in ordering with Direct Stoves has been so good, and your recommendation means a lot to us.
Please don't hesitate to let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
We ordered the Pewter finished logs &…
We ordered the Pewter finished logs & Kindling bucket with matching matchstick holder, came well packaged and we love them, would definitely use House of Stoves again, good communication and efficient service
Thank you
4 september 2023
Review zonder uitnodiging
Avoid this company if you are a lone…
Avoid this company if you are a lone female. I’m not saying all female are weak however ordering a stove that weights 100kg and being told by the delivery company they are only allowed to deliver it to the curb. And they had it on a wheels and couldn’t bring it an extra 10ft when I have a ramp is appalling so now it’s just sat outside my house waiting to be stolen as I have no one around to help bring it in. Disgusting service. Will never order from
Your or recommend you to anyone
8 september 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your review and for your order.
We're sorry to hear of the issues experienced with the delivery. Unfortunately, and as per the delivery information outlined 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 do offer a two-man delivery service option, by which goods can be carried into a room of your choosing, but if this was not selected at checkout then this would not have been applied.
If you happen to change your mind and if you need any assistance in terms of delivery options, our sales team would be more than happy to assist further.
Kind regards,
Direct Stoves & Fireplaces
Lucy’s Outstanding Customer Service
I can’t thank Lucy enough for all her help and assistance, from her advice in choosing two stoves and then again with every accessory required to fit them. I sent Lucy pictures of both my rooms and the room sizes, she sent me a choice of a few styles that would suit. I have full trust that I have made the right decision and the advise given. Keep doing what your doing Lucy you a credit to the Company.
I have had a slight hiccup with my delivery, but once again the staff have been outstanding with Adam messaging me from the despatch department at 9.50pm. I can’t wait to get delivery and have my stoves installed. I would highly recommend Direct Stoves. I would like to add my order was fully delivered the next morning before 9am. Absolutely delighted with the service from all the team.
1 september 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Donna,
Thanks very much for your review.
We were sorry to hear of the issues experienced with delivery, but it's great to hear that you've been impressed with the customer service received from Direct Stoves. Our aim is to inspire confidence when ordering from us so it's always good when customers feed back to us in agreement.
We'll let Adam and Lucy know to keep up the good work.
If there's anything else with which we can assist, please don't hesitate to get in touch again,
Kind regards,
Direct Stoves & Fireplaces
Lucy at Direct Stoves is always so…
Lucy at Direct Stoves is always so helpful and knowledgeable. Always willing to help, quality of stoves are excellent and prices are competitive
28 juni 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks very much for your review.
It's great to hear that your experience in ordering with us has been so good. As you quite rightly mention, we at Direct Stoves aim to offer high quality stoves at competitive prices. We'll also be sure to congratulate Lucy and the rest of the team on a job well done.
If we can offer any further advice or assistance, please don't hesitate to get in touch again.
Kind regards,
Direct Stoves & Fireplaces
Awful customer service
Ordered a stove and flue liner from direct stoves at the beginning of May and selected a delivery date of 16th of May. Did not receive any confirmation email from them so had to email them to request an invoice. Did not receive any correspondence from them to confirm delivery on 16th May I had to call multiple times to confirm this. On 19th May half of my order was delivered with no explanation as to where the rest was. Once again I had to call to chase this up. I was told it would be delivered later that day but it never arrived. No one from customer services contacted me so once again I had to call to chase it up. Was told it would be delivered on 19th May. Have received zero email correspondence from them to confirm this so I had to call again and was told it would be delivered between 9-5 on the 19th so I waited in all day. At 5 o’clock nothing had arrived so I called again and was told it would arrive at 7. 7 o’clock passed and it’s still not here.
They have no interest in helping you with your order once they get your money that’s it. I couldn’t recommend this company and I really regret buying from them. I would advise anyone to buy from a local stove supplier rather than giving your money to this company.
19 mei 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Joanna,
Thank you for your feedback.
We’re sorry to hear about your experience and that we didn’t meet the level of service that we aim for at Direct Stoves. We understand how frustrating it is to wait for a delivery that doesn’t arrive when expected.
Having looked into this matter, we can see that there was a slight typo in the email address that you provided upon placing the order, hence the non-receipt of the confirmation and update emails sent by our team.
A delivery date of 16/5 had been requested on ordering but due to a supplier delay, a revised date of 17/5 had been proposed. You advised that this would not be a suitable day for delivery and so a further revised date of 19/5 was agreed upon with the supplier.
We appreciate that there was then a further delay affecting part of the order and can only apologise for this. Unfortunately, while we work closely with our suppliers to try and meet requested delivery dates, there can sometimes be unforeseen disruption during the ordering and shipping process which can mean slight delays.
The remaining items on the order show as having been delivered the following day (20/5), indicating that our supplier worked as quickly as possible to fulfill said order.
Regardless, we will pass your feedback on to our supplier so as to ensure the best possible service in future. If there is anything else we can do to make this situation right for you, please get in touch.
Kind regards,
Direct Stoves & Fireplaces
A company that doesn’t care.
Thanks for your reply justifying yourselves, but the images I sent , showed the product having been unwrapped and the damage to the top plate and the rust.
As mentioned in was NOT kept outside as you have tried to say completely incorrectly but in an insulated shed along with as mentioned all our other furniture.
I stand by my review that your customer services is appalling.
22 december 2022
Review zonder uitnodiging
Excellent Customer Service
This is the first time I have left a review on Trustpilot, but I had such excellent customer service from Lucy, I just had to leave a message! Lucy was so very helpful, it made buying from Direct Stoves very easy and a pleasure. I could not recommend her more highly.
Lulu
3 mei 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Lulu,
Thanks for taking the time to leave such a positive review!
It's great to hear that your experience in ordering with Direct Stoves was as good as it was. We'll pass on your compliments to Lucy and the rest of the sales team.
If we can do anything else to help then please don't hesitate to get in touch again,
Kind regards,
Direct Stoves & Fireplaces
Very disappointing service.
I ordered my Woodburner on 29/01/2023. It was stated on the website guaranteed delivery by the end of February (approximately four weeks). As soon as I payed for the item, I was told the delivery was ‘delayed’ with no information regarding why.
It has now been 60 days and I am yet to receive my item, nor have I been informed when my item will be delivered.
29 maart 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Tom,
Thank you for your review and our sincere apologies for the delay in receiving your order.
Unfortunately, as can sometimes happen with pre-orders, there have been a few delays on the supplier's end some of which were on short notice. We try to stress that any pre order dates on our Direct Stoves website are by no means guaranteed and that the high demand for stoves at present can mean changes depending upon the availability of stove parts, manufacturing times, etc. These are often outside of our control, though we do appreciate that this can be an inconvenience.
As of the 31/1/23, we had been expecting the stove into stock in late Feb 2023, as per the original lead time, and had emailed you to this effect. I can see from notes on your order that our dispatch team have chased the supplier to provide updates whenever these have been requested, and that they have emailed you as of this morning (30/3/23) to advise that the haulier will be contacting you shortly for a book-in.
Thanks again for your order. If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Great price easy ordering and very fast…
Great price easy ordering and very fast delivery as quoted ,
27 maart 2023
Review zonder uitnodiging
Lucy was absolutely amazing and…
Lucy was absolutely amazing and helpful.
Would most definitely recommend…
Brilliant service and made me feel at ease asking questions
Thank you Lucy x
15 maart 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Kim,
Thanks for your kind review.
It's great to hear that you'd recommend us based upon your ordering experience. This is of course what we've always strived towards and we'll be sure to pass on your compliments to Lucy and the rest of the team.
If we can offer any further help or advice then please don't hesitate to get in touch.
Kind regards,
Direct Stoves & Fireplaces
Brilliant company
Brilliant company, speedy delivery and our new stove looks great. Excellent customer service from Julie. Really pleased and would recommend this company.
24 februari 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi,
Thanks for your kind review. It's great to hear how pleased you are with the order received, and your recommendation means a lot to us.
It's especially gratifying to hear that the new stove is to your liking. We offer a wide and attractive range of products and our free one-man delivery to mainland UK addresses helps customers to begin enjoying these as quickly as possible.
Thanks again for your order. Please do let us know if we can offer any further assistance.
Kind regards,
Direct Stoves & Fireplaces
I called Lucy today who was the most…
I called Lucy today who was the most helpful person I have come across in a customer service/sales role, Lucy is a credit to the company thank you 😊
23 februari 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Janice,
Thanks for taking the time to leave a review.
We're pleased to hear that your interaction with our sales and customer service team was such a positive experience, and we've made sure to pass on your compliments to Lucy.
We trust that you'll let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Top service from Lucy at Direct Stoves
Top service from Lucy at Direct Stoves, quick to respond to any query and very knowledgeable on products and service, and really friendly to deal with also, what's not too like!
Highly recommend, cant wait for my Legend Garden Cube!
23 februari 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Paul,
Thanks for your feedback.
It's great to hear that you've been impressed by our customer service and that you'd recommend us based upon your ordering experience. We've let Lucy know to keep up the good work.
Don't hesitate to let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Great customer service by Julie and Lucy
Great customer service by Julie and Lucy who handle the orders and installation at Direct Stoves.
Julie and Lucy were able to explain the process clearly,and they replied to me by email promptly.
We went to the shop today and it was a pleasure to meet Lucy who dealt with our order professionally and she was so cheerful and welcoming.
Also thanks to Mark who came to inspect the job.
4 februari 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Lynn,
Thanks for your helpful feedback. We're very pleased to hear that your experience with our customer service team has been so positive.
We will pass your comments on to the sales, showroom and service & installation teams, in order to let them know what a fantastic job they're doing and to keep up the good work.
If we can do anything else to help with any current or future orders then please let us know.
Kind regards,
Direct Stoves & Fireplaces
No stove, no contact, no money 🙁
We ordered a stove which was supposed to be in stock just after Christmas. We’ve paid for it online and as it was still Christmas closure we sat back and waited for an update in the New Year. Well, first we were informed that the stove was out of stock and we have been given no further information about a delivery date. We have tried to telephone Direct Stoves but their phone line doesn’t seem to work, and we have emailed but have not had a response either. This is very concerning as they have nearly £3K of our money. Please contact us!
24 januari 2023
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Clare,
Thank you for your feedback. We're sorry to hear about your experience in ordering with us. We always strive to provide 100% satisfaction but appreciate why this may not be the case on this occasion.
I can see that we have received a contact request and that our team have been looking into this matter, so that we can rectify the situation and help make things right.
In the meantime, I'd recommend contacting us via 0161 516 2923, option 2 or emailing dispatch@direct-fireplaces.com in the event that you wish to discuss any concerns in greater detail.
Our apologies again for any inconvenience.
Kind regards,
Direct Stoves & Fireplaces
Well don't really know where to start…
Well don't really know where to start with this one..... Found the stove I wanted with this company and phoned them to check availability. They have stove in stock (great) I pay for it then and there and ask for it to be sent to me as soon as possible, no problems they say. The following day I receive emails saying when my stove will be delivered and book my stove fitter to come a few days after. I patiently wait for my stove and when it doesn't arrive on the correct day I give it 24 hours and give them a call. The man I speak to looks at my account and says he will get someone to call me back. I have to phone them 2 hours later and speak to a lady who says something seems to have gone awry with my order and they haven't actually despatched a stove to me at all. So I ask how quickly they can get me the stove and am informed it's out of stock. This leaves me a huge problem of having fitters arriving with nothing to fit. I stay on an island so have to take the following day off work travel for three hours to Glasgow to purchase the same stove and come back, so I waste a day and have to spend and extra couple of hundred pounds to get the same stove. I ask for refund and get told it will be 7 to 10 days before I receive it. So basically you take my money, don't send me a stove and then take 3 weeks to get the money back to me. Most staff were polite if unapologetic. Thankfully received my refund but will not be back and would not recommend.
13 november 2022
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Jamie,
Thanks for your feedback. We're sorry to hear of the issues experienced with this order, including the confusion over stock and availability for the chosen stove.
We also appreciate your patience in awaiting a refund for this order. Unfortunately, once issued by our accounts team, refund times insofar as reappearing via the original payment method are dependent upon the card issuer and so beyond our control. This said, I am pleased to hear that this has now been fully processed to draw a line under the matter.
Thanks again for your consideration and our sincere apologies for any inconvenience.
Kind regards,
Direct Stoves & Fireplaces
Great service, help and advice
After deciding on a multi fuel stove and asking round local shops I thought things are going to be out of my price range.
Including installation the costs were way to much for me.
Looking on the net and found direct stoves.
Some stove being two thirds cheeper than in local shops.
I rang and spoke to the sales team.
They were very helpfull and after telling them what size was available they gave me their recommendations.
I decided to do the installation myself so got the fitting kit with it.
The order arrived on the date arranged by two difrent delivery companies which direct stoves did say would happen.
Being a novice and learning as I go, I did order a shorted flue liner than I needed.
After speaking with Johnathon one the phone and I think damian on the Web chat I ordered a replacement and they arranged for the Colection of the old one and refunded me the difrence after deducting the postage.
Can't say fairer than that
My stove is now fitted and pumping out excellent heat.
Both the Mrs and I are really happy with it.
The only minor problem we I had was getting hold of them on the phone occasionally.
But the Web chat worked well and when requested Jonathan rang me back promptly.
I rate this company and its staff and we're very happy with the help and service provided even when I made what could have been a costly mistake.
Thanks guys your highly recommended.
10 november 2022
Review zonder uitnodiging
Antwoord van Direct Stoves
Hi Andy,
Thanks for your review and thanks again for your order. I'm pleased to hear that our sales team was able to find a stove that was both suitable and affordable for yourself.
We appreciate that the increased volume of phone calls towards the end of the year can mean that the phone lines are often very busy, and I'm sorry that you experienced some difficulty in getting through to a team member.
This said, your ultimate recommendation is greatly appreciated and we hope that you'll let us know if we can advise further.
Kind regards,
Jack
Direct Stoves & Fireplaces
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