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
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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
Company replied
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
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Great product, great service
Great product, delivered by a really nice guy, and great finance options. Would definitely use them again
1 July 2025
Unprompted review
Reply from Direct Stoves
Hi Harry,
Thanks for your kind review.
It's great to hear that you were impressed with our payment options and the delivery service.
If we can offer any further assistance, please don't hesitate to let us know,
Kind regards,
Direct Stoves & Fireplaces
DG stove…
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.
14 July 2025
Unprompted review
Reply from Direct Stoves
Hi,
Thank you very much for your order and for your review.
We are glad to hear that the showroom team was so helpful and that everything was as expected with the delivery.
If there is anything else that we can do to assist, please let us know,
Kind regards,
Direct Stoves & Fireplaces
Fabulous product and a great experience…
Fabulous product and a great experience from ordering to fitting in place.
4 July 2025
Unprompted review
Reply from Direct Stoves
Hi Jonathan,
Thanks very much for your review.
We're glad to hear that you were impressed with your ordering experience.
Please let us know if we can assist further,
Kind regards,
Direct Stoves & Fireplaces
Stove delivery nightmare
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 told that it was a kerb delivery, 30 meters from the house,I wouldn’t have bought it from you.
21 July 2025
Unprompted review
Reply from Direct Stoves
Hi Ben,
Thank you for your review.
We are glad that you were impressed with the sales advice received, and we are sorry for any inconvenience relating to the delivery.
To clarify, the delivery information on our website and in the dispatch email specifies that deliveries are kerbside.
To quote our website, "our drivers will deliver your items to the kerbside, as close to your property as possible. If your driveway is made of gravel or loose stones, has steps, or steep slopes, the driver may only be able to leave the pallet at the nearest safe and accessible point. Drivers cannot bring items inside your house. Your order will be left on the delivery pallet".
We are sorry for any frustration but would stress that our team has been in regular contact with the stove supplier regarding your order. What appears to have happened is that you contacted the courier directly to make requests insofar as the redelivery without notifying us as the retailer.
For future reference, we would generally recommend speaking to our Dispatch team for advice regarding delivery requirements, as we are able to liaise with our supply and delivery partners and help resolve any problems.
Please do let us know if you need any further assistance,
Kind regards,
Direct Stoves & Fireplaces
Delivery service was shocking
Delivery service was shocking , leaving it by a gate no where near the door for my girlfriend to get in cause I was away working!
12 June 2025
Unprompted review
Reply from Direct Stoves
Hi Luke,
Thanks for your order and your review.
We are sorry for any inconvenience relating to this order.
As per the delivery information on our website, "our drivers will deliver your items to the kerbside, as close to your property as possible. If your driveway is made of gravel or loose stones, has steps, or steep slopes, the driver may only be able to leave the pallet at the nearest safe and accessible point. Drivers cannot bring items inside your house. Your order will be left on the delivery pallet".
The same information was also in the dispatch email sent to you following receipt of your order.
If the driver did not feel that they were able to transport the pallet any closer to the property then unfortunately they would only have been able to leave the pallet at the closest access point.
This being said, we are sorry for any potential frustration with the service received. If there is anything else that we can do to advise, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Fantastic Fireplace
Great product with a professional service, and installation was quick and very neat.
27 May 2025
Unprompted review
Reply from Direct Stoves
Hi Andrew,
Thanks for your review.
We are pleased to hear that you received professional service and were impressed by the installation work.
If we can offer any further advice or assistance then please don't hesitate to get in touch,
Kind regards,
Direct Stoves & Fireplaces
Terrible customer service...
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 another few months. I completely appreciate supply chain issues happen, but the lack of communication and proactive customer service from this company is terrible. On finally asking for my refund, there was zero goodwill shown and they even decreased the discount they were offering me despite the very poor customer service. Went to a BBQ Centre website and had the order delivered within a few days... use them.
30 June 2025
Unprompted review
Reply from Direct Stoves
Hi,
Thank you for your review. We are sorry for any disappointment regarding your order and the service received.
As you mention, you had ordered one of our BBQ packs and our Dispatch team contacted you ASAP after receipt of the order to advise that one of the accessories had fallen out of stock.
We appreciate that, because of ongoing supply issues on the part of the manufacturer and the current demand for outdoor heating goods, the lead time has been pushed back on a few occasions.
It is always our intention to keep customers as informed as possible regarding any changes but as we're sure you can appreciate, we are only able to provide as much information as we receive from the supplier. Our Dispatch team was happy to chase them for interim updates whenever you had requested these.
Regarding the refund amount, the order was placed with a significant level of discount applied against the items within the pack as well as a further discount applied at checkout. It was for this reason that, when you chose (understandably) to cancel the outstanding item from your order, we were only able to offer a refund based on the discounted amount and not the unit's full RRP.
This all being said, we do appreciate the inconvenience to yourself and we are glad that you were able to find the item in stock elsewhere.
If there is anything else that we can do to assist at this stage, please let us know,
Kind regards,
Direct Stoves & Fireplaces
Great Products Great Staff
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 and I am delighted with it.
6 June 2025
Unprompted review
Reply from Direct Stoves
Hi Richard,
Thanks for your review.
It's great to hear that you were impressed with the item received and with our customer service.
This said, we are sorry for any inconvenience relating to the delivery lead time.
If we can offer any further advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
helpful during the quote and sale…
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 for another 3 weeks, further delaying my house project. The installer's final bill was £300 more than quoted due it "taking longer than expected". There was no conversation at any point suggesting the extra costs.
19 June 2025
Unprompted review
Reply from Direct Stoves
Hi Austen,
Thank you for your review.
We are sorry for any inconvenience relating to this order and fitting.
To clarify, the team did not order the incorrect stove. Upon the installer beginning the fitting work for the appliance, they discovered that the effective chimney depth was shallower than had been apparent upon the initial survey. This necessitated changing the order to a shallower version of the same stove and rebooking the installation date.
The showroom team have confirmed that when the fitter arrived to conduct the installation work, you had requested that he construct a logstore beneath the inset stove. This was not something that had been requested beforehand and so would not have been included in the original quotation. As you mention, the fitter agreed to undertake this work but has charged you an additional £300 for this.
This was not, as you indicate in your review, a fee for the original job taking longer than expected to complete, but was because of the additional labour and structural work involved. The team has also asked me to mention that you have not yet paid the additional cost to the installer despite him carrying out the additional work for you.
While we are sorry for any dissatisfaction in the service received, we would argue that our sales and installation teams have done all they can to assist at each stage.
If there is anything that we can do to advise then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Reply from Direct Stoves
Hi Jessy,
Thanks for your review.
We're glad that you had such a positive experience in ordering from Direct Stoves.
Please let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Installation and fire were great…
Installation and fire were great quality, all staff and installers were professional and provided guidance throughout. Really happy with end result, thanks to you all.
12 May 2025
Unprompted review
Reply from Direct Stoves
Hi Keith,
Thanks for your review.
We're pleased to hear that the installation went well and that you were pleased with the service received from our team.
If we can offer any further assistance, please don't hesitate to get back in touch,
Kind regards,
Direct Stoves & Fireplaces
AVOID IF POSSIBLE!
AVOID IF POSSIBLE!! I sincerely believe the business model of this company is to promise a fast delivery (supposedly two days) so that you fall on the trap of ordering from them instead of the many other options available at the same price, and then simply not fulfilling their promises with out of stock and delivery issues that are not real.
I ordered a Kamado Joe BBQ that was supposed to arrive in two days. I was contacted on the day in which was supposed to arrive saying that it was out of stock (although the web page continued showing that the BBQ was on stock). At the same time they created a promotion that said that you would receive a free DoJoe with any delivery. I asked if this would be also the case for my order and that if not I would have rather cancelled and order again, to classify for the promotion. I was begged not to cancel and promised the DoJoe. It is going to be 2 months since I first ordered next week, and I have still not received the DoJoe (the BBQ arrived 3 weeks after promised).
Dealing with this company has been a complete nightmare, they are unresponsive and unprofessional, I should have ordered from somewhere else and would have been enjoying my order for months!!
18 April 2025
Unprompted review
Reply from Direct Stoves
Hi Diego,
Thank you for your feedback.
We are sorry for any inconvenience regarding the order placed. Because of the unprecedented demand for outdoor heating appliances within the last few months, there have been some occasions where items have fallen out of stock unexpectedly before the website could be updated to reflect this. This has then necessitated awaiting new stock from the relevant supplier(s).
Our dispatch team has been chasing the supplier for the DoJoes to try and ensure that these are delivered to customers ASAP. Because the delay has been on the part of the supplier, we are to a certain extent reliant upon whatever information they can give us insofar as lead times. In your case, because you had purchased the BBQ shortly before the free DoJoe promotion came into effect, our team had agreed as a gesture of goodwill to have the item sent on a later delivery.
Our apologies again for any frustration. If you are in need of any further advice or updates then please do not hesitate to contact Dispatch via 0161 376 4191 (option 2) or email dispatch@directstoves.com.
Kind regards,
Direct Stoves & Fireplaces
I genuinely regret ordering from Direct…
I genuinely regret ordering from Direct Stoves. I spent nearly £3,000 based on what I now know were blatantly misleading claims on their website.
The items I ordered were clearly marked as “in stock” with 48-hour delivery—a major selling point. I placed my order expecting prompt fulfilment. Instead, I received a damaged barbecue and was later informed that several key items (worth hundreds of pounds) were not actually available, despite the website still showing them as in stock weeks later. Even now, they continue to advertise these items as available, when they’re clearly not. This isn’t just incompetence—it’s false advertising.
To make matters worse, they offered a refund based only on a discounted price, despite the fact that I will now have to source the missing items individually at full cost, because the original bundle can’t be re-purchased in full. When I raised this legitimate financial loss and the blatant misrepresentation, I was met with corporate excuses, denial, and dismissiveness.
I’ve wasted time, money, and energy chasing something that should’ve been straightforward. I’ve lodged a formal complaint with the finance provider under Section 75, and I’ll be reporting them to Trading Standards and the ASA for misleading advertising.
Avoid Direct Stoves. The slick website hides appalling service, misleading practices, and a complete lack of accountability. Shop elsewhere unless you want stress, delays, and disappointment.
28 May 2025
Unprompted review
Reply from Direct Stoves
Hi Jack,
Thanks for your review. We are sorry for any inconvenience relating to your order.
We can see that you had ordered one of our BBQ and accessory packages. While the items included were in stock at the time of purchase, we have recently been seeing an unprecedented demand for outdoor heating products which has in some cases meant that items have fallen out of stock before the website can be updated to reflect this.
We can see that our Dispatch team contacted you within 24 hours of purchase, and prior to the dispatch of any goods, to advise that some of the accessories would follow after the initial delivery of the BBQ. None of these were items that would prevent use of the BBQ and the vast majority of the package was delivered as expected.
As you mention, you then requested a refund for the delayed items. Because you had purchased the package at a discounted price, we would only have been able to refund the price of the individual items to include the level of discount provided. We are sorry to hear that you felt it necessary to try and source these items elsewhere, but we’re afraid that this was entirely your decision and we cannot account for the pricing and availability of goods ordered from other retailers.
Regarding the damaged BBQ, we certainly appreciate your disappointment and would stress that this issue has been raised with our supplier. Based on the photos which you have provided of the appliance, which appear to demonstrate a crack in the internal ceramic lining, this is more consistent with a manufacturing fault than damage sustained in transit.
Unfortunately, we are unable to open every box and check over every unit received through our warehouse prior to dispatch. With the issue reported in mind, the supplier has been asked to look into this and advise ASAP regarding a replacement, with our team in regular contact to try and expedite this.
If there is anything else that we can do to assist at this stage, then please do not hesitate to get in touch,
Kind regards,
Direct Stoves & Fireplaces
A good experience
Helpful staff that are most helpful and make the purchase and support process as simple as possible.
13 May 2025
Unprompted review
Reply from Direct Stoves
Hi Anthony,
Thanks for your very kind review.
It's fantastic to hear that our staff were so helpful and supported you in making a purchasing decision.
Please let us know if there is anything else that we can do to assist,
Kind regards,
Direct Stoves & Fireplaces
I am very happy with my purchase from…
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 would use again.
6 May 2025
Unprompted review
Reply from Direct Stoves
Hi Jacqueline,
Thanks for your review.
We are thrilled to hear how happy you are with the purchase and in your experience with our delivery partner.
As you mention, we aim to offer the most competitive prices that we can. It's great to hear that you'd consider ordering from us again on this basis.
Please don't hesitate to get in touch if we can help with any future orders,
Kind regards,
Direct Stoves & Fireplaces
Reply from Direct Stoves
Hi Tom,
Thank you for your review.
It's great to hear that you were impressed by the service received from Direct Stoves.
Your recommendation would mean a lot to us. If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
A fast and straightforward completion…
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 on the scheduled day.
16 April 2025
Unprompted review
Reply from Direct Stoves
Hi,
Thanks very much for your kind review.
It's good to hear that delivery was as quick and straightforward as we've come to expect.
If we can offer any other assistance, please don't hesitate to give us a call,
Kind regards,
Direct Stoves & Fireplaces
Great value and service
Great value and service, no complaints at all.
18 April 2025
Unprompted review
Reply from Direct Stoves
Hi Steven,
Thanks very much for your kind review.
It's great to hear that you have been impressed by our prices and our level of service.
If we can offer any further assistance, please don't hesitate to get in touch,
Kind regards,
Direct Stoves & Fireplaces
Happy customer
Efficient service and delivery. Very happy with our beautiful stove.
21 April 2025
Unprompted review
Reply from Direct Stoves
Hi Sandra,
Thanks very much for your kind review.
It's fantastic to hear that you were impressed with the efficiency of our delivery service, and with the stove received.
If you happen to need any further advice or assistance, please don't hesitate to get in touch,
Kind regards,
Direct Stoves & Fireplaces
Nice product with some small issues
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 litre of fuel not included as advertised and “matching “ spigot was black with a can of spray paint to paint it yourself- not acceptable at the price of unit. Finally the set up instructions were incredibly hard to find on the manufacturers website. I suspect these issues are more with the manufacturers than Direct Stoves, but they might want to raise them with the suppliers.
26 March 2025
Unprompted review
Reply from Direct Stoves
Hi Chrissy,
Thank you for your review and for your order.
We are sorry for the issues experienced with the delivery and user instructions for the relevant stove.
As we understand this from communication with the supplier, they had experienced a few issues with the stove manufacturing and finishing process which had meant some disruption to services. This is a relatively new product within their range and such issues should hopefully be resolved going forward. We do appreciate your feedback so that, as you quite rightly state, we can raise this as a matter of constructive criticism.
If there is anything else that we can do to assist, please let us know,
Kind regards,
Direct Stoves & Fireplaces
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