We ordered a Broseley Canterbury gas fire on 16th september with clear glass and was told in stock and 48 hour delivery. Over a week later after numerous calls where we were told a variety of reason... See more
Company replied
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Review summary
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What people talk about most
Based on these reviews
Once I knew which multi fuel stove I required, ordering process was very easy. I was able to choose a delivery date to suit and the gentleman who delivered was very polite and helpful. My reduction of... See more
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Nice product. Good communication with Direct Stoves, however stove came from a third party supplier who were not good at communicating. Stove arrived without warning from delivery company. Also 1 litr... See more
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Direct Stoves were great - very helpful and efficient. Let down by their suppliers but they did everything to help. And their couriers were also amazing and very helpful.
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Ordering was quick and easy. Delivery was in a timely manner. There was an issue with the purchase, but this was dealt with efficiently by Direct Stoves, and it was all sorted satisfactorily.
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The product is amazing and the staff were really helpful. Only point missing was the lead time on the product I ordered In April and didn't receive until 6 June. That being said the stove is fantastic... See more
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All the service and delivery was excellent cant fault you. the stove is very well made and looks great, however i wish it had higher legs so you can clean under the stove, also would like ash pan to... See more
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Purchased a wood burning stove at a very competitive price. Shipping/ delivery was exactly when they advised it would arrive in stock (direct from the Manufacturer.) Order was very well packaged... See more
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I have used Direct Stoves a couple of time now and they are just fantastic. The choice of products is superb and the cost is always very competitive. The customer services staff are friendly and incre... See more
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I can heartily recommend Direct Stoves. Great price and excellent customer service. I felt I was dealing with a company who cared. Ordered the stove mid December and had my blazing fire in time for Ch... See more
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Really efficient helpful service great stoves. Quick delivery great communication and best prices in the UK. My stove and parts I ordered separately all arrived very well packed and in perfect order.... See more
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Excellent stove. Excellent price. Delivery and aftercare was first class. Thank you Victoria for your support. I would recommend. It’s not about what isn’t 100%. It is how they handle getting it 100... See more
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Firstly Direct Stoves had exactly what we wanted and at a very good price. Secondly their delivery was prompt and exactly as it should be and finally they followed up with an after sales call to see t... See more
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Had to replace our existing stove, after a lot of searches decided to order from Direct Stoves. The ordering process was straight forward and the delivery was super swift with updates from the moment... See more
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Stove was delivered on agreed day and customer services made sure the chosen day worked. Ordering was straightforward and showroom team couldn’t have been more helpful.
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Really clear and helpful service from Mike. He told us about the delay on order and gave us time to think about proceeding. The stove came as stated and is fantastic (Arada Hamlet widescreen 5). He ga... See more
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I am very happy with my purchase from Direct Stoves. They delivered promptly and the delivery company they used were excellent, keeping me up to date on times. Their price was very competitive and I... See more
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Just purchased a multi fuel stove - was a slight delay in delivery but the company kept me updated and informed. Excellent service delivered just as planned and delivery driver also excellent. Would... See more
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The website was easy to use and my questions were quickly answered on the phone, so I placed my order. A delivery date was given and I waited in all day & evening, but nothing arrived. I contacted... See more
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A fast and straightforward completion of my order from the day we bought the stove online to delivery 48 hours later as scheduled. The delivery time was arranged and the stove was delivered on time o... See more
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Good communication, clear pricing and support. Everyone I dealt with was helpful and courteous. The installation team were great, and I love the finished product.
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Made my order today over the phone as there was a fault online. Great service from start to finish. They ran out of a rub I ordered as well so phoned and offered other options. Really polite. Gr... See more
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We recently purchased a multifuel stove and really happy with it. Unfortunately when we received our order a part was missing however after contacting Direct Stoves they provided a replacement part w... See more
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From ordering to delivery exceptional service , zero issues they used pallet line excellent tracking local courier D W Clerke driver polite and helpful. my installer recommended said he would not bu... See more
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Your website is easy to navigate, full of information and guidance. Excellent delivery service. Stove fitted and is just perfect......thank you
Company replied
Great product, delivered by a really nice guy, and great finance options. Would definitely use them again
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This stove was delivered promptly and on time. It was well packed. We have been delighted with this stove. It is very neat, economical and gives out very good heat. Very pleased with both the stove an... See more
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Great product with a professional service, and installation was quick and very neat.
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Fabulous product and a great experience from ordering to fitting in place.
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Quick delivery, great service, high quality selection of products with thought ti installation
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Great product, exactly what it claims to be. Great after sales service.
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Efficient service and delivery. Very happy with our beautiful stove.
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Great value and service, no complaints at all.
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Excellent product delivered promptly
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Great customer service, friendly and efficient delivery
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Great communication and tracking for delivery.
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Not very helpful, I ordered wrong item, my fault. It arrived 2 days early so they ignored the "delivery on day of your choice". When attempting to return wrong items, response was slow and quite obv... See more
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helpful during the quote and sale process.... but when they arrived to install, they had ordered the wrong fire. Despite the fire arriving a few days later, they couldn't find the time to come back fo... See more
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Delivered the wrong item, delivery happened 3 days late. Still not received a refund or even any clearer on the issue and how it will be resolved. The book has been passed to many different teams and... See more
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Bought a Charnwood Island stove. Product as expected and dealing with Direct Stoves to arrange delivery was easy. Delivery on the day wasn’t so good. Delivery driver was supposed to call 1 hour before... See more
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Made a batch order but after months never received a big part of the order... was kept hanging on saying "it will be the end of next month" and when the "end of the next month" came, it was to be anot... See more
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The sales person from direct stoves was very good, Jude. After that the communication between me, dispatches , and the delivery co, was a nightmare. If when I bought the log burner would have been to... See more
Company replied
I ordered a stove on 2 Feb. On 4 Feb I unfortunately had to cancel my order. As the stove had already been dispatched to their local depot they were going to charge me £140, even though I never recei... See more
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Spent £5k on a stove, promised a delivery witin 6 working days, little response on emails, 8 days later still note idear when it is coming. STAY CLEAR OF THIS COMPANY
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Fireplace arrived with a scratch so want to return it. Customer service is SO SLOW at responding to emails. Days and days pass. They will also charge me £40 to return it. I'm afraid from what I've see... See more
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Pretty poor customer service received from the company. Ordered a gas stove but no flue (option to buy or not). Called back to order flue and they laughed at us on the phone and said “why would you b... See more
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Company details
About Direct Stoves
Written by the company
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.
Contact info
Wellington Road South 137, SK2, Stockport, United Kingdom
- www.directstoves.com
Over 20 Years Trading
4.0
Great
254 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
A great medium stove
This stove was delivered promptly and on time. It was well packed. We have been delighted with this stove. It is very neat, economical and gives out very good heat. Very pleased with both the stove and the service
21 November 2025
Unprompted review
Reply from Direct Stoves
Hi Sylvia,
Thank you for your review.
We're very pleased to hear that the stove arrived promptly and that you've been impressed with both the order and the service received.
Please feel free to let us know if we can offer any further assistance,
Kind regards,
Direct Stoves & Fireplaces
Delivered the wrong item
Delivered the wrong item, delivery happened 3 days late. Still not received a refund or even any clearer on the issue and how it will be resolved. The book has been passed to many different teams and no one has taken responsibility for the error. It is really unfortunate as we hoped to use this company again but due to their incompetence we simply cannot trust that they will deliver on their service. In a world where there are no complications maybe it would be better but unfortunately the service we received just didn’t meet the mark.
7 December 2025
Unprompted review
Reply from Direct Stoves
Hi,
Thank you for your review.
We are very sorry to hear of the issues experienced and that you are still awaiting further information from our team.
If (as per the request that we have sent you through Trustpilot) you can provide an order reference number or any other order details with which to locate your purchase, we would be happy to speak to the dispatch team and try to achieve a resolution as soon as possible.
Please feel free to call 0161 376 4191 (option 2) if you need any assistance in the meantime,
Kind regards,
Direct Stoves & Fireplaces
Your website is easy to navigate
Your website is easy to navigate, full of information and guidance. Excellent delivery service. Stove fitted and is just perfect......thank you
20 November 2025
Unprompted review
Reply from Direct Stoves
Hi Bev,
Thank you very much for your kind review.
It's fantastic to hear that the website was easy to navigate and informative. We also really appreciate your positive feedback regarding our delivery service.
If we can offer any further advice or assistance then please let us know,
Kind regards,
Direct Stoves & Fireplaces
Geocast Beam with downlights
The website was easy to use and my questions were quickly answered on the phone, so I placed my order. A delivery date was given and I waited in all day & evening, but nothing arrived. I contacted Direct Stoves the next day to be told that it had been delivered and they would send me a photograph of the delivery. I went out to check all my neighbours’ gardens and found the pallet with the delivery note but the contents removed. My neighbours were out for the day and I could only hope that they had taken the beam in.
When they returned home, I found they had taken it in (assuming it to be part of their renovation work) and they kindly carried it to my house.
I’m very pleased with the beam and down lights now it is finally installed.
Apart from the delivery, everything was very good, so please ask the delivery drivers to deliver to the correct address and not just dump it on someone’s lawn in the nearby vicinity. .
3 November 2025
Unprompted review
Reply from Direct Stoves
Hi Jeanette,
We are pleased to hear that your experience in ordering with Direct Stoves was so positive.
This said, we're very sorry for the issue experienced with the delivery and appreciate your feedback so that we can pass this on to our delivery partner.
If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
A good experience from initial enquiry to install.
Good communication, clear pricing and support. Everyone I dealt with was helpful and courteous. The installation team were great, and I love the finished product.
15 October 2025
Unprompted review
Reply from Direct Stoves
Hi Ashlee,
Thanks very much for your review.
We're grateful for your kind words regarding our customer service and the installation team.
Our aim is to offer the most transparent pricing and clear communication that we can and we're glad that this has been your experience.
If we can offer any further assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Fine by me!
Yes, very happy thank you. Good price and clear communication
3 November 2025
Unprompted review
Reply from Direct Stoves
Hi Edward,
Thank you for your kind review.
We really appreciate your comments regarding our pricing and communications,
If we can assist with any future orders then please don't hesitate to let us know,
Kind regards,
Direct Stoves & Fireplaces
Very disappointing customer service
Fireplace arrived with a scratch so want to return it. Customer service is SO SLOW at responding to emails. Days and days pass. They will also charge me £40 to return it. I'm afraid from what I've seen the negative reviews on here are likely true
3 November 2025
Unprompted review
Reply from Direct Stoves
Hi Peter,
Thank you for your review.
We are sorry for any delayed response to email correspondence. We are currently in the busiest part of the year for heating appliance sales and because of the sheer number of queries being received at present, responses can sometimes take longer than normal.
As per our returns policy, we charge for parcel collections arranged by ourselves at £40 per parcel and pallet collections at £140 per pallet. This does not affect your consumer rights and as per our returns policy, and in accordance with the terms of the Consumer Rights Act 2015, "if your product is damaged or develops a fault within 30 days of purchase, it is your responsibility to notify us. Just let us know and you’ll be able to return your product for a full refund, or have it repaired or replaced whichever is preferable. If a fault or damage is reported after 30 days of delivery, our customer service will work with you to resolve any issue as best we can in conjunction with the manufacturer under their warranty terms & conditions".
If the issue has been reported within this time scale then our customer service team will be more than willing to look into a resolution. Ultimately, we can only apologise for the delay and we're also sorry for any inconvenience caused in receipt of the damaged item.
Please do let us know if we can offer any further advice or assistance in the meantime,
Kind regards,
Direct Stoves & Fireplaces
Highly recommend
I have used Direct Stoves a couple of time now and they are just fantastic. The choice of products is superb and the cost is always very competitive. The customer services staff are friendly and incredibly helpful with any questions you may have. Ordering is easy and delivery is so quick, even up here in the north of scotland. Highly recommend.
6 October 2025
Unprompted review
Reply from Direct Stoves
Hi Matthew,
Thanks for your continued interest in our range of products,
We love hearing from repeat customers and we're glad that your experience with our Sales team and our delivery partners has always been so positive.
If we can offer any other advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Fire arrived damaged
Fire arrived damaged. This kind of thing happens but they have handled it badly. A few weeks have passed we are still waiting for a replacement. We have been told they don’t know when a fire can we sourced. 🙄
13 October 2025
Unprompted review
Reply from Direct Stoves
Hi Sam,
Thank you for your review. We are sorry for any disappointment with the goods and service received.
As you will be aware, you had purchased an ex-display showroom item. We appreciate that damage was sustained in transit with the courier and that the Dispatch team have had to investigate whether a replacement could be sourced.
We can see that you were contacted as recently as Friday, to apologise for the delay and to advise that we would be in contact ASAP to discuss next steps.
In the event that we can assist further in the meantime, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Spent £5k on a stove
Spent £5k on a stove, promised a delivery witin 6 working days, little response on emails, 8 days later still note idear when it is coming. STAY CLEAR OF THIS COMPANY
18 October 2025
Unprompted review
Reply from Direct Stoves
Hi Ernest,
Thank you for your review.
We are very sorry for any inconvenience.
We can see that you contacted our Dispatch team on 17/10 requesting an update. The team has subsequently spoken to our supplier, who has acknowledged that there appears to have been a delay in dispatch from the manufacturer.
Dispatch has contacted you as recently as this morning to apologise for the delay, and has advised that the supplier is looking into this as a matter of urgency.
If you have any concerns in the meantime, please don't hesitate to call Dispatch via 0161 376 4181 option 2,
Kind regards,
Direct Stoves & Fireplaces
I recently called for some advice and
I recently called for some advice and, unfortunately, was met with quite a poor attitude, which was disappointing. I was simply looking for some assistance and clarification, so a more helpful response would have been appreciated.
Additionally, if you’re selling bends, it might be worth considering offering the corresponding fittings as well. It would make the purchasing process much more convenient for customers and ensure they have everything they need for installation.
17 October 2025
Unprompted review
Reply from Direct Stoves
Hi Tim,
Thanks for your review.
We are sorry for any dissatisfaction with the service received.
Assuming that it is a twin wall flue system for a wood burner/multifuel stove that you're querying (insofar as a flue system for a freestanding appliance with bends), we do sell locking bands to connect these to straight lengths. This link would be to an example in black 5-inch twin wall:
https://www.directstoves.com/dura-flue-narrow-twin-wall-locking-band-in-black-125mm.html
If this isn't the case and if you need expert assistance then you are welcome to email details for what you require to
sales@directstoves.com. We'd be happy to take a look,
Kind regards,
Direct Stoves & Fireplaces
excellent service start to finish
From ordering to delivery exceptional service , zero issues they used pallet line excellent tracking local courier D W Clerke driver polite and helpful.
my installer recommended said he would not buy from anywhere else , well done to all , thats how customer service should be done
15 October 2025
Unprompted review
Reply from Direct Stoves
Hi Tony,
Thank you for your kind review.
We're happy to hear that your fitter had recommended us, and that you found our delivery service to be exceptional.
Please don't hesitate to let us know if we can advise further,
Kind regards,
Direct Stoves & Fireplaces
Well rose let gas fire
We ordered a Broseley Canterbury gas fire on 16th september with clear glass and was told in stock and 48 hour delivery. Over a week later after numerous calls where we were told a variety of reasons for the delay we eventually spoke to VICTORIA who said she would ring us back and did! She perused our order and came back several times finally to tell us that although they couldn’t supply clear glass as we d wanted they had the arched door in stock. We didn’t really want this but we needed a fire asap as we had fitters & tilers booked. She assured us we would receive the fire on the day we requested and we did. 7th October ! Have to say that until she stepped in we felt very frustrated over the lack of communication and being told we would be rung back. Was going to award less stars but Victoria raised the allotted number.
16 September 2025
Unprompted review
Reply from Direct Stoves
Hi Sheila,
Thank you for your order and review.
We are sorry for any inconvenience relating to this purchase. From what we gather, the issue in this instance was stock and availability of the clear glass version and can only apologise for the delay in conveying this information to you,
We are glad that Victoria was able to find an alternative for you and arrange delivery of this ASAP. If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Pretty poor customer service
Pretty poor customer service received from the company. Ordered a gas stove but no flue (option to buy or not). Called back to order flue and they laughed at us on the phone and said “why would you buy a fire and no flue?” - why is there the option to then?
Then, the flue arrived and the outside part is damaged. Called customer service and they asked for photos which sent whilst on the phone. Didn’t get back to us so had to call again and was promised a phone call back that day - no call! Called again and said they’d call back with an answer to the new flue - heard nothing again. Just poor customer service when you’re trying to liaise with the workmen coming to do your jobs. If you promise to call a customer back - call them back.
9 October 2025
Unprompted review
Reply from Direct Stoves
Hi Mrs Walker,
We are sorry to hear of any inconvenience relating to this order or any dissatisfaction with the service received from Direct Stoves.
Regarding flue options, a balanced flue kit is always required for a balanced flue appliance but it is not unheard of for customers to have their fitter supply one OR request a bespoke kit to be quoted by our sales team, if the property requires this. The option that you selected at checkout was "No Flue Kit Required - Self Supplied/Bespoke System".
We always encourage customers to contact us ahead of purchase if they are of unsure of what may be required.
We are also sorry for the delayed response regarding the issue reported. As per notes on this order, the Dispatch team had been chasing the manufacturer to try and resolve this matter ASAP; unfortunately, at this time of year when heating appliance sales skyrocket, it can take longer than normal to receive updates from certain suppliers.
This said, we are glad to see that our team has now been in contact with you and helped to find a resolution. Please do let us know if we can advise further,
Kind regards,
Direct Stoves & Fireplaces
Only buy what you need
Once I knew which multi fuel stove I required, ordering process was very easy. I was able to choose a delivery date to suit and the gentleman who delivered was very polite and helpful. My reduction of one star is due to being pressed to buy supporting kits when the installer I had said this was not required (he supplied everything). I was also uncertain of the delivery date as the invoice was not absolutely clear in all respects. Overall, it was a very good experience and be prepared to be bombarded with follow-up emails/offers.
11 September 2025
Unprompted review
Reply from Direct Stoves
Hi Antony,
Thank you for your review.
It's good to hear that it was a very good ordering experience overall.
Regarding supporting kits, we have to assume that you are referring to the flue kits and liner packs that we offer for fitting with a multifuel stove. The reason that our Sales team questions prospective customers about these is that installers sometimes assume that certain items come with the appliance as standard, leaving it to the customer to finalise the stove order.
We appreciate that many installers do provide their own flex liners but in instances where these are required, our Dura Flue branded 316-grade liners come highly recommended; they offer a 15 year warranty as opposed to the 10 year guarantee that many other manufacturers provide.
We are also sorry for any confusion regarding the delivery date but can see that this was arranged for the date that you requested at checkout,
Please do let us know if we can assist further,
Kind regards,
Direct Stoves & Fireplaces
Part of the Order
Part of the Order - Spatula Set - was never received and only after several phone calls was it established that the Set was not available and money returned.
18 September 2025
Unprompted review
Reply from Direct Stoves
Hi John,
We're sorry for any inconvenience relating to the order.
While it is thankfully very rare for this to happen, it is sometimes the case that suppliers discontinue or fall out of stock of certain items, which can coincide with busy periods for heating sales. This can mean that it takes longer than normal to establish availability.
We are glad to hear that a refund has now been processed for this and if we can offer any other advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Had to replace our existing stove
Had to replace our existing stove, after a lot of searches decided to order from Direct Stoves. The ordering process was straight forward and the delivery was super swift with updates from the moment of ordering. The stoves arrived very well packaged and in perfect condition. I definitely know where to come in future and would 100% recommend to anyone looking to purchase.
8 September 2025
Unprompted review
Reply from Direct Stoves
Hi,
Thanks for your kind review.
It's fantastic to hear that you found our ordering process to be straightforward, and that you were impressed with the speed of the delivery and stove packaging,
We'd be very grateful for your recommendation. Please also let us know if we can offer further advice or assistance in future,
Kind regards,
Direct Stoves & Fireplaces
Really efficient helpful service great…
Really efficient helpful service great stoves. Quick delivery great communication and best prices in the UK. My stove and parts I ordered separately all arrived very well packed and in perfect order. Would use Direct Stoves again without any hesitation
5 September 2025
Unprompted review
Reply from Direct Stoves
Hi,
Thanks for your review.
It's great to hear that the delivery was as quick as we've come to expect and that you were impressed by our prices.
Your repeat custom would be greatly appreciated! Let us know if we can offer assistance with any future orders,
Kind regards,
Direct Stoves & Fireplaces
Overall experience A*
Excellent stove. Excellent price. Delivery and aftercare was first class. Thank you Victoria for your support. I would recommend. It’s not about what isn’t 100%. It is how they handle getting it 100% for you. Grateful customer.
10 September 2025
Unprompted review
Reply from Direct Stoves
Hi Connie,
Thanks for your review.
Your positive feedback regarding our products, prices, delivery and customer service are all greatly appreciated. We'll be sure to pass on your compliments to Victoria and the rest of the team.
If we can offer any further advice or assistance then please let us know,
Kind regards,
Direct Stoves & Fireplaces
Really impressed
We recently purchased a multifuel stove and really happy with it. Unfortunately when we received our order a part was missing however after contacting Direct Stoves they provided a replacement part within 2 days. Delivery was free and really quick, well packaged and brought in as far as possible.
When we placed our order we didn’t get a confirmation email detailing my order which I would have preferred, this ofcourse doesn’t impact at all however not having this and my order not showing on my account made things more difficult when trying to confirm our order with the installer, again this doesn’t impact on the items purchased in anyway it’s just little details I think would improve the experience. Everything considered we would absolutely recommend Direct Stoves and will use again in the future
21 July 2025
Unprompted review
Reply from Direct Stoves
Hi Conner,
Thanks for your review.
We're very pleased to hear that your experience was so positive overall and that you'd recommend our goods and services.
We were sorry to hear of the missing part but we're glad that our team was able to get this to you as quickly as we've come to expect.
Regarding the order confirmation email, it's strange to hear that this was not received as this is generated automatically upon placing an order.
We've resent confirmation to the email address on the order as of today. If you still haven't received anything in your inbox, we would perhaps suggest a) checking your spam folder just in case and then b) contacting us to confirm that there isn't a typo in the email address provided which would need correcting.
Let us know if there is anything else that we can do to assist,
Kind regards,
Direct Stoves & Fireplaces
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