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... Se mere
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Se, hvad kunderne siger
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... Se mere
Virksomheden har svaret
Product sold as in stock after purchase changed to awaiting stock on the order Then upgraded to a more expensive model in stock with a promise of delivery next day which then did not arriv... Se mere
Virksomheden har svaret
I had the best experience with this company from start to finish. From corresponding with Adam before buying to discuss measurements and suitability to talking to Claire about delivery, I really felt... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
- Brændeovnsbutik
- Pejsebutik
- Leverandør af optændingsbrænde
- Møbelforretning
- Grillbutik
- Leverandør af varmeudstyr
Om Direct Stoves
Skrevet af virksomheden
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.
Kontaktoplysninger
Wellington Road South 137, SK2, Stockport, Storbritannien
- www.directstoves.com
Over 20 Years Trading
4,0
God
275 anmeldelser
Har besvaret 100 % af deres negative anmeldelser
Svarer typisk inden for 48 timer
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Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Bought two Firefox stoves
Bought two Firefox stoves. One was purchased Dec 2024 and fitted Dec 2024. The other was bought and fitted Jan 2025. That makes them 3 and 4 months old. Both stoves are rusting. I expect new stoves to last years, not months!
The first person I spoke to was not interested
The second person was ok and gave me an email.
I emailed and they keep coming up with lots of excuses with why they will rust and told me to paint them! They are new stoves!
There is no condensation. All I am given is excuses for why stoves rust. These are newly fitted stoves they look terrible
I have spoken to people who have had stoves for years that have not rusted.
7. april 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi Julie,
Thanks for your review.
We can see that our customer service team has contacted you on multiple occasions to advise regarding the issue reported and that we have also tried contacting you today to discuss your review.
As we're sure you're already aware, wood burners are generally crafted from steel or cast iron components. As such, if exposed to moisture then they can begin to rust over time.
This is not indicative of a product fault and is the natural result of oxidation. Rust arising from environmental factors very much depends upon the level of moisture to which they are being exposed and the regularity of exposure. As such, this can absolutely happen within a few months and in the absence of any product defect.
Our customer service team had offered a list of possible sources for moisture but our best advice regarding wood burning stoves is that rust "can happen if rainwater or condensation makes its way down the chimney, especially if the flue isn’t properly capped or sealed. Rust can also appear if the stove is cleaned with a damp cloth and not dried properly afterward".
Aside from addressing these possible causes, resolving the issue by applying steel wool and wiping first with a damp and then a dry cloth to remove rust particles would be our suggestion. After that, applying a heatproof stove paint to retouch the stove finish would also be advisable.
We are sorry to not be of more assistance but trust that this information will be of use in identifying and resolving the problem. Let us know if we can offer any other advice,
Kind regards,
Direct Stoves & Fireplaces
gas stove
good advice from the store. An issue with order we communicated and resolved. Fitters did a great job.
9. april 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi David,
Thanks for your kind review.
It's great to hear that our showroom team was so helpful and that you were impressed with the customer and fitting services received.
If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Excellent service
Excellent service, very friendly and efficient! Adapted our order to suit our requirements and very speedy delivery. Top drawer service.
4. marts 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi James,
Thanks for your review.
It's great to hear that our Sales team at Direct Stoves was so helpful and that you were impressed with the speed of delivery.
Please let us know if we can offer any further assistance,
Kind regards,
Direct Stoves & Fireplaces
Large selection of stoves to choose from and at very reasonable prices
Large selection of stoves to choose from for every budget, size and style.
Very helpful customer service. Any email correspondence was answered often within hours of sending.
Quick delivery with updates from the driver regarding arrival time.
Overall very happy with my stove. Looks great. Provides a great heat, so much so that I have to keep the living room door open or the room gets too hot.
2. marts 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi,
Thanks very much for your review.
It's fantastic to hear that you were impressed with our range of products. We're also glad that the delivery process was as quick and well-conveyed as we've come to expect from our delivery partners.
If we can offer any further assistance then please don't hesitate to get back in touch,
Kind regards,
Direct Stoves & Fireplaces
Purchased a Stovax Stockton 5.
Purchased a Stovax Stockton 5.
Unfortunately the first one had received serious damage in transit. The damage was so obvious I didn’t accept the delivery.
However, Direct Stoves customer service were spot on. No quibble and immediately despatched a replacement which to suit my diary was delivered one week later.
That is called stepping up to the mark. Well done Direct Stoves and thank you.
21. februar 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi Bob,
Thank you for your kind review.
We were sorry to hear of the issue experienced with the delivery but we're glad that our customer service team was so helpful in getting the replacement sorted.
Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Excellent customer service
Excellent customer service, coupled with best price
15. februar 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi Lee,
Thanks for your review.
It's great to hear that you've been impressed with our customer service as well as our pricing.
We trust that you'll let us know if we can offer any other advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Using your website was an easy…
Using your website was an easy experience, Although we have yet to unpack the stove and fit it. The fire arrived well on time, at a good price. Disappointed with the delivery man who arrived without any prior arranged time or warning at 8.15am , I think he was having a bad day and wasn't very helpful.
30. januar 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi Robert,
Thanks for your kind review.
We're glad that you found our website to be easy to navigate and that you were impressed with our pricing.
This said, we're sorry for any inconvenience relating to delivery. Our delivery partners will try where possible to give notice for delivery dates, though delivery times are often dependent upon driver routes and not always confirmed ahead of the day of delivery.
We do appreciate your feedback so that we can try and ensure the best possible service going forward. Please let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Changed our order
The original stove I ordered had severe delays in manufacture, but in the end I re-ordered a smaller one which turned out to suit our situation perfectly. Once re-ordered it came quickly and was very well packed.
I also talked via email quite a lot with the sales team and they were extreemly helpful.
20. januar 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi Alison,
Thanks for your review.
We are sorry for any inconvenience relating to the delay on the original order. This said, it's great to hear that our Sales team was so helpful in finding an alternative.
Please let us know if there is anything else that we can do to assist,
Kind regards,
Direct Stoves & Fireplaces
Fantastic service
Fantastic service from ordering online to the quick delivery.
What I liked is having a customer service tel number to call for advise, they were so friendly and helpful.
Highly recommend
30. januar 2025
Uopfordret anmeldelse
Besvarelse fra Direct Stoves
Hi Nicky,
Thanks for your very kind review.
We're glad that your experience in ordering online was so positive. It's also great to hear that you were impressed with the service received from our team.
Your recommendation means a lot to us. Please don't hesitate to let us know if we can offer any further advice.
Kind regards,
Direct Stoves & Fireplaces
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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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. januar 2024
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Dette er Trustpilot
Alle kan skrive en anmeldelse på Trustpilot. En anmeldelse er ejet af personen, som har skrevet den, og vedkommende kan derfor redigere eller slette den til enhver tid. En brugers anmeldelser bliver vist, så længe vedkommendes konto er aktiv.
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