Direct Fireplaces Anmeldelser 334

Good and efficient service. Very polite and professional. 27

Very efficient service. Knowledgeable and helpful staff.

Competent service, friendly and helpful staff. Quick delivery

Appalling customer service - avoid this company under all circumstances. I ordered a £1,500 pizza oven which weighs half a tonne, and they only offer kerbside delivery. In order to transport it to my garden I needed to order a crane from a separate company at a cost of £300. When I was called at 4pm the day prior to delivery to confirm it was arriving the following day, I explained that I’d had to book a crane and were they certain the oven would arrive, and I was told “yes, it will definitely arrive so you are good to book the crane”. The following day I get an email saying their delivery company had dropped the pizza oven and cracked so it would be another 2 weeks for a new one to be delivered. Meanwhile I have a £300 crane sat on my drive which now cannot be used. I appreciate that dropping the oven was an unfortunate mistake, but this disgrace of a company have accepted no liability at all for their mistake, and have essentially said all they can do is cancel the order in full, or redeliver in 2 weeks. I’m now left £300 out of pocket for their mistake. Their customer service is a disgrace, and these sorts of companies shouldn’t be trading. I’ve submitted a claim through the small claims court to force them to pay for their mistake. Their default position is “the manufacturer arranges delivery so it isnt our problem”. What they don’t realise is they are responsible for the end to end service, so the manufacturers mistake is their mistake to resolve.

I’ve reordered the oven from a different retailer - don’t make the same mistake I did, because if you expect any kind of after sales service this company will leave you high and dry.

UPDATE: I’ve noticed direct stoves response below - unfortunately this is a flat out LIE. They didn’t advise me the delivery was cancelled the day before, they advised me the morning of the delivery. Once the crane was already on my property. So I was left £300 out of pocket, and direct stoves accepted no liability for this. They also claim someone on their management team “offered me a contribution as a gesture of goodwill. Again, this is a LIE. No such offer was made. It’s clear from these lies that direct stoves can’t be trusted, so further reason to avoid them. I’ve also not even received my refund yet. So at present I am £300 down for the crane and £1,500 down on the pizza oven.

Electric fire stopped working within months (despite being very expensive). Customer service really poor. An email to say they'd ask the manufacturer and then no follow up.

I was greeted on the telephone by a lovely lady called Lucy who displayed exemplary customer service skills. She knew exactly what I required, listened attentively and helped with my enquiries down to the exact fine detail. She helped in every way she could via the telephone plus engaged in friendly small talk and laughter. The fire is beautiful, works a treat for my Mother, and the remote takes the strain out of controlling it as the dexterity in her hands has diminished.
I couldn’t recommend the company highly enough. And please give Lucy a promotion and a pay rise.
Rich T from Brum 🧔‍♂️x

First fireplace was broken the replacement took three deliveries to get it to me on three days loss of work waiting in and request for compensation was ignored avoid if you can there is a reason there score is so low they are shambolic

We opted for an insert electric fire from this company quite last minute (we were looking at a cheaper one) but am really pleased we went with their VisionFutura 1500. Great product that looks fantastic. Good delivery, we had someone install so can’t comment on how easy it was but instructions were good. Solid high quality product.

Great customer service. They recommend an installer for my wood burner. The installer does not take away the rubbish and believe me there was a lot! Cost me a further £150 to get it removed. Had to find a plasterer who said that the lining had been cut short so he had to fiddle with it to make it right…that was a £300 extra expense! Why wasn’t it all included in the fitter’s fees?!
Would recommend this company but they need to have a serious rethink about their fitters …totally disappointed
After the company’s response I would add that the fitters could sub contract to people who can remove the rubbish and sub contract a plasterer to finish the job off!

Still not happy with fire. They suggested I returned, then stated they could’f find it, until I showed them proof that they had signed for delivery. My frustration with the electric insert, was that despite doing all they suggested, turning fire around etc. the fire still cuts out because unless I do as they suggest and remove the front grate under the insert, making the fire look ugly and dismantled, the fire will cut out as it still overheats. They have my returned insert, and have still not refunded after three weeks. Please don’t waste your money.

Ordered a basket that was showing as in stock, 3 days later told there was no stock so agreed refund that was 8 days ago no refund, constantly go through to their overflow messaging service, no response on recent emails chasing. Next step will contact bank and follow complaint bodies.

Sent these awful unprofessional people 2 emails (as requested) so I could cancel my undelivered fireplace. It’s now 3 weeks later and I’ve still not been refunded. I’ve had to open a PayPal claim to get my money returned and still they try and ignore the PayPal claim. My advice from dealing with these unprofessional people is don’t! Buy from elsewhere!

Placed an order for a fireplace with LUCY she was so knowledgeable and helpful re who the company was how long delivery and put my mind at rest ordering such an item on line.
Had to ring the company when it arrived as i was unsure about fittings Lucy dealt with my call.
She was so helpful double checked things for me was calm and put my mind at rest. Would definitely give 10 out of 10 for customer service. Great the company have a human on the phone and they answer the phone.

Placed an order for a Celsi Ultimate Fireplace on 2nd March 2022 on the basis it was a 7-14 day delivery. I contacted Direct Fireplaces on the 9th to ask for an expected delivery date to be told, w/c 21st March. We were then contacted on the 16th March to say the fireplace would not be ready till Mid-April - so why confirm the 21st March?

Nevertheless, we accepted the mid-April delivery time. I chased Direct Fireplaces for a delivery date to be told w/c 25th April due to the bank holiday, understandable. I have received an email today advising there is a further 2-3 week delay! After putting works on hold for this fireplace, I have no confidence in the fact it will arrive in 2-3 weeks so we have had to ask for an alternative, in stock fireplace. Failing this, we will ask for a full refund and we will avoid Direct Fireplaces in the future.

I understand that delivery is out of their control due to manufacturer being in Portugal, but the constant misinformation is not good enough. It would have been quicker to order a fireplace on a 6-7 week lead time, at least we would be having it sooner!

I purchased a marble fire place surround, it looks great and is good quality and was a good price compared to other sites we looked at.
We had a slight issue with the lights, but this was resolved quickly and easy via the customer service department.

Great company to deal with. Very helpful. I had to return a fire due to my error no problem at all.
Lucy and Nick deserve an extra mention. A credit to your company.
Donna

I can highly recommend this company - which delivers to the Isle of Man. They cover a very wide range of products.
Their staff, particularly Lucy, was extremely helpful in assisting me to the right gas fire for our home, patiently leading me through the many options. She went out of her way to help me and was very pleasant throughout. Well done and many thanks!

Was a little while getting to chat to someone and although they couldn't supply me with parts Lisa was very friendly and helpful

We ordered 3 x multi fuel wood burners without pause
We have dealt with you guys before.
With out a doubt Lisa was professional polite quick to respond and should a massive pay rise.

Great help on live chat! Lisa was very helpful and able to answer all my questions.