Direct Stoves Reviews 287

We decided to research the purchase and fitting of a log burner and spent a considerable amount of time debating upon which of the many companies to use. Direct Stoves were the most helpful and informative company in the area. We were welcomed into the showroom, given help when needed and supported well with our decision. No pushy sales techniques, just helpful guidance and zero pressure.Lucy was brilliant, competent with her knowledge base, and thorough with the ordering and delivery process. The stove arrived when promised and we are delighted with the outcome! Many thanks Lucy! Neil & Sarah

Ordered early Sep, was told it would arrive early Oct (which is long enough!). No stove. Then told end Oct. It's 8th November, still no stove. I've just requested a refund.

I finally have my stove three weeks later than planned and with a lot of hassle in between. I know the queens funeral got in the way but the mixed messages I had were beyond a joke. When the stove arrived the register plate and flue that were part of the package were missing but a very kind lady called Sarah got them delivered to me today.
It would have been nice to receive a little remuneration especially as it will most likely be weeks now before the fitter can fit me in.
A log basket wouldn’t go amiss by way if an apology 😂😂.
That said it is a lovely stove and I can’t wait to get it in and try it out.

I was having reservations about where to order my multi fuel stove due to many negative reviews regarding certain company’s, I thankfully bit the bullet and used Direct Stoves. After lots of research and hard work preparing the fire place I finally ordered my fire, we used Direct Stoves for everything we need for the installation, the whole ordering process was really easy to navigate, we got to choose our delivery date which was also a huge positive.
We received correspondence emails in regards to the delivery and they stated it would be an all day delivery which again works perfectly.
My Stove arrived today and I am so happy with my purchase, I checked the delivery and my only disappointment is that my Stove fitting isn’t happening until the 5th November as I am so ready to be sat in front of the Stove on these Autumn chilly evenings. Direct Stoves have not disappointed at all, the products are good quality and I am extremely pleased with the service from start to finish.

I was contacted by Adam ,I believe to be the owner of Direct Stoves , he didn’t have to contact me however he did , I can only say thankyou for doing so . I was given a ‘ blow by blow ‘ account of what went wrong and how he was trying to resolve these problems and he was apologetic , which I appreciated . The issues I encountered could be alleviated if the customer service team were more like their boss ! Thankyou Adam ! PS. Thanks for attempting to find an installer and for the Log Basket .

Absolutely appalling!
Ordered stove in May 22. Website said delivery late June. Within 24 hours of ordering, had an email saying delivery wouldn't be till late August. Ok, things get delayed, so I was happy to wait. No further contact or update till 26th August. Then an email to phone them to arrange delivery. Arranged delivery for early September and arranged Hetas engineer to install. Stove arrived as described, but I chose, and paid an extra £200 plus vat for a log store base and received a pedestal base. I phoned them several times, and was asked to send photo's which I did, then was told I was wrong and they had sent me right order. So I questioned how I was supposed to use a solid pedestal base as a log store?
I was then told they would investigate.
Were now in October 22, I'm told my base is in store, I've phoned them several times to arrange delivery and been promised return calls to sort this out but nothing!
Today I have phoned again and been cut off.
I have tried phoning back several times but no answer.
I have come to the conclusion that the only way to resolve my issue with this company is to contact Trading Standards..

Absolutely shocking customer service experience. Zero communication from Direct Stoves around delivery day and times such that they then said I’d have to pay an additional £40 for delivery. They then delivered two stoves on a day I told them I was not at home. Luckily I was still on my driveway. I was honest and highlighted this mistake but have received nothing for this nor for the total lack of customer service. Think twice about giving your custom and read the reviews!!!

Also some parts are missing from my order!

I ordered a stove online from direct stoves, it should have been delivered on the 7th of October. I waited in all day, at 12.10 I rang them to confirm that delivery would be made, a man answered and said I'll ring you back, he didn't. I rang again at 5.10 only to be told that it hadn't been picked and would be delivered today.
This morning my stove arrived and a flimsy little piece of metal that was way too small to be called a retaining plate.
No gloves, no flue pipe and no carbon monoxide detector.
Thanks to Rotherham fireplace centre I was able to complete my job today, they were really in their game.
I wouldn't touch direct stoves again, absolutely rubbish.

Waited in last Wednesday for a delivery of stove! Phoned and emailed eventually got through, oh delivery has been delayed a day because of queens funeral (no email/phone call to tell me). Phoned Friday to Wednesday to find out where free fitting kit and liner are. Eventually Thursday liner turns up! Friday fitting kit turns up, just brilliant for the working person to sort out deliveries with no notification. Stove not up and running yet but looks good. Decent communication would help!

Ordered a stove and a flexible flue liner, easy to use website and great to be able to choose a day. Received confirmation of the delivery date, waited in all day but the order never turned up. When we queried this we were told due to a shortage of delivery drivers it would turn up the following day. After waiting in all morning we phoned to find out what was happening, at this point they informed us that the stove we had ordered and been advised was in stock was in fact out of stock. The gentleman my husband spoke to offered us a more expensive stove but at the same price which we accepted. Another day of waiting in and the stove arrive but without the flue liner, another phone call and the flue liner arrived the next day. That was 4 days of waiting for goods to be delivered, we never received a message to say the items were on their way and when they could be expected like most delivery companies do. I feel their delivery company lets them down.

i purchased a stove recently they added and charged me for mirror glass which i did not request i called and got a refund .however on delivery the free reg plate was not correct for the stove called straight away they offered a replacement but had fitters on site that day was told they would refund the cost of plate i had to buy £77-95 no refund given sent two e mails NO responce

I would recommend buying a stove from Direct Stoves. Having ummed and aaad about getting a more expensive model from a shop in town, I took the plunge on an Ekol 5K multifuel, based on one or two good reviews I could find online. The item arrived on time and is excellent quality, just what I was after. Unfortunatley some of the packaging had come lose and the paint was badly scratched down one edge. I logged this with the customer service who were so helpful and offered a gratuity for the trouble of repainting this section. A great demonstration of how to resolve a customer issue quickly and effectively.

When I was searching for my stove I came across this site. After reading some negative comments I was sceptical if I should trust them. But finally i decided to give them a go and I didn't regret it. the stove came on time and there was no issues with it.

in my opinion 10 out of 10 for delivery but made returns overly complicated and expensive.

My installer said he couldn't match Direct Stoves' price for his recommended Charnwood. The stove was delivered promptly to my front door. After installation, I needed help to complete the 10 years guarantee process: this was provided cheerfully, swiftly, and effectively by Mike Daly in the Customer Service team.

Never before have I experienced such poor service from a company.
I ordered a stove, selected the delivery date, arranged to be home for delivery. Waited all day and it failed to show. Called direct stoves customer service and was asked which company I was calling about. Left all the details and was assured someone would call me the following day. I waited till 9:30 am then decided I would call and try and find out what was happening as I needed work. Was told that they needed to contact Hunter to find out what had happened. (I was led to believe Hunter was the delivery company so questioned no further)
I did receive a call back to say the delivery would be with me that day between a specified time. Well, it never appeared. I called back, stating my disappointment and the fact I couldn’t just wait around for it show. I was told it would definitely arrive before another specified time and yes, you guessed it, it never showed up. When I called again she said the truck had broken down and honestly, she couldn’t have cared less how inconvenienced I had been. At this point I asked to cancel my order as I was going away shortly and didn’t want the delivery turning up when no one was home, at which she agreed to do. Amazingly, not 5 minutes later, she called me back and said they’d be able to deliver within half an hour, would that be ok. I agreed and low and behold it arrived, I guess they didn’t want to lose the sale. It’s worth mentioning that your order doesn’t initially come from Direct Stoves, in my case it was from a company called Hunter so they (DS) are little more than a middleman. Never again would I use this company nor recommend to anyone else. I appreciate issues arise but the way in which they are handled is everything.
The only reason I award 2 stars and not one is because the paint on the front of the slider plate was mottled and the resolution was swift, resulting in a replacement being sent to rectify the issue.

Many thanks to Mike in customer services for a service up and beyond anything I would have expected. Would recommend direct stoves to anyone who expects a better service

Brilliant service (from Lucy) from the chat on the website and the follow up phone call. Very helpful. Thank you

Clear and concise information followed up with top level customer service.

Many thanks to the lovely and helpful Lucy! This lady is clearly passionate about what she does. Keep up the the good work.

10/10 for the rock star service!

Couldn't be more impressed! After shopping around for our second wood burner for another room, we happened across Direct Stoves and our search stopped. Speaking to Lucy put our minds at rest, as she helped us to choose the right stove for us. Her knowledge, professionalism and humor was what gave us the confidence to buy. Like most people, buying a stove is a considered purchase but she made this very easy for us. The delivery was smooth and hassle free. We would have no hesitation in recommending Direct Stoves.