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
Virksomheden har svaret

Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
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
Virksomheden har svaret
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
Skrevet af virksomheden
Wellington Road South 137, SK2, Stockport, Storbritannien
Har besvaret 100 % af deres negative anmeldelser
Svarer typisk inden for 48 timer
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
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

Besvarelse fra Direct Stoves
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.

Besvarelse fra 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.

Besvarelse fra Direct Stoves
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.

Besvarelse fra Direct Stoves
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.

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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.

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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

Besvarelse fra Direct Stoves
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

Besvarelse fra Direct Stoves
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.

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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

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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.

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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
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

Besvarelse fra Direct Stoves
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.

Besvarelse fra Direct Stoves
Lucy at Direct Stoves is always so helpful and knowledgeable. Always willing to help, quality of stoves are excellent and prices are competitive

Besvarelse fra Direct Stoves
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.

Besvarelse fra Direct Stoves
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.
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

Besvarelse fra Direct Stoves
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.

Besvarelse fra Direct Stoves
Great price easy ordering and very fast delivery as quoted ,
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