Direct Fireplaces Arvostelua 319

We ordered a gas firewhich was delivered quickly. When fitted we noticed sone damage to the back. We emailed and Sarah arranged for new parts and fitting. Great customer service and would highly recommend.

We ordered a new fire from fires direct . The speedy service was brilliant .Received fire within 5 days .
On delivery the fire was damaged and I phoned the company to inform them. Sarah who answered the phone apologised .
Sarah ordered a replacement. Within two days of that call we have had replacement it’s in perfect order and the faulty item collected at the same time. Would like to thank Sarah for her help and excellent service.
Your company should be very proud to have you.

Kind Regards
Mrs Carol Gilbert .Plymouth.

Got a brilliant fireplace from them, had a contact issue which was my fault, I gave the wrong phone number, man enough to admit when I am in the wrong. Big shout to Adam Leah and Sarah Blacklaw great people to deal with.
Will certainly recommend them and use again.

I recently bought a fireplace from this company. I clicked 'decorative fireplace' and expected the fireplace to come with a flat front and back as it was it is decorative. It has arrived with a big back on it that means there needs to ne a hole in the wall for it to go into. I have just called Direct Fireplaces to be told if I want to return it it will cost me £140. Don't buy anything unless you are sure it is going to be what you are looking for from this company...

Found this company on the internet when looking for a replacement gas fire. From ordering the fire to delivery was all very quick and easy, with emails keeping me informed along the way. The fire arrived with a slight dink in the frame and a couple of coals had slight white marks on them. One email and pictures sent a lovely lady called Sarah who sorted replacements no problem. I’m absolutely over the moon with my fantastic new fire. Will deffo recommend this company to family and friends.

Had a problem with the first fire I received, but got resolved very quickly and professional, would recommend, good products at a good price.

I recently bought a wall mounted electric fireplace from Direct Fireplaces. After a hiccup with he appliance (noisy fan) I could not have been more impressed with the after sales service from Direct Fireplaces. They immediately addressed the issue to my complete satisfaction. Particular thanks to Sarah who dealt with things for me and the manufacturer. I would have no hesitation in ordering from Direct Fireplaces again and recommending them to others.

Direct Fireplaces were very fair pricewise and communication was really good. I ordered a Celsi VR Designer log fire and I am very pleased with it. Celsi fires are apparently made in UK and therefore spare parts should be readily available if necessary. We had a little hitch with the wrong colour trim sent (Celsi error) but between the two companies it was all sorted and new correct trim delivered within 48 hours. Both Companies Recommended.

I ordered an electric fire and it came within 7 days. However, the fire surround was incorrect, brass not black. I contacted customer service and a new black one was sent out really promptly and now sits on my living room fire. Great service and the product is very good, lovely realistic flame. Thank you!

I bought a log burner from them during lockdown, I was aware of a delay due to stock however it went over and beyond this by a couple of weeks! I phoned to chase this up to be told that had been waiting for me to call to arrange a delivery slot, I had not been told to do this at any point and part of ordering we gave contact details!
The log burner then arrived as arrange and it was damaged (the glass had cracked) I phoned immediately and was told a replacement would be with me within a few days, a week passed and again I had to chase it up to be told nothing had been ordered as they were waiting for pictures! Which I had sent to an email address of which I had confirmation of it sending! All this messing around me the we missed out on our booked installation and the company refused to come back due to the late notice.
The company have offered nothing in the form of gratuity, and if anything have directed all blame back at us!!

There are lots of gas fire suppliers online. I chose these guys because of the good reviews I saw online and the responsiveness to my initial enquiry.

I think the test of any company is: How quickly they respond to enquiries, how clear their website is and most importantly how they deal with issues. Direct Fireplaces were very good on all 3 points, especially as I had a problem with an order (Gasfire came direct from the manufacturer). Direct Fireplaces took ownership of the problem and found a solution. Thank you to Sarah and Direct Fireplaces for a good experience made great by caring about customers.

OK customer support. Fireplace was good so far.

I purchased our fire for our living room from direct fires , really pleased with the product and customer service and would highly recommend 🙌 xxxx

We recently ordered a Celsi fireplace and received it earlier than expected. The fireplace was very easy to install, looks great and gives out plenty of heat - we love it! Overall, fantastic customer service and quality product. Thank you! 🙂

Very disappointed with the service by the boss and the installer they recommended .. i ordered in July 2020 then weeks later received it faulty then had to wait several more weeks.
Then when the faulty parts arrived it was installed wrong. So then had to wait several more weeks for another fitting appointment
Finally in mid December they came to fix the wrong installation but it was still wrong in the end.The boss didnt even respond to my emails.
So please dont waste your money here.
5 months of inconvenience caused and no apology or refund considered.
I had it removed and binned then bought one from Housing units..
The reply from this review was that i touched the fireplace after the fitter left so therefore the slip fell back and the gap appeared due to me so they cannot help any further.
I accepted the slip fell back before sticking on to the legs due to me i touched it because i could see the gap again and just tried feeling it with my fingers to understand why its there again.
Thats the gap that was there from day 1 it was not flush. Apprently im expecting to much.
I would have uploaded pictures so then the customers can decide if its high expectations or a bad job even after parts were ordered for the 2nd time.
£350 wasted on installation and £595 wasted on the Derwant fireplace..5 months wasted waiting...

Well what a statement Adam its diabolical ... i emailed you and admitted i touched it with my fingers and the slip fell back and that you guys will pin it on me.. i have the email as proof so dont even go there.
Also yes i told Mark i was cleaning it as i was taking the dust of and noticed the gap....so if you think we moved the shelf innitally so we can call the fitter back for fun well your highly mistaken ... your fitter measured wrong and was out of measurements in 3 places ..and i wasnt aware that you replaced the parts for free as your fitter Mark said he will be paying for it.
Im sure nobody wants to be messed about like this and im not annoyed for the fun of it. Mark would say we touched the shelf and moved it to you because he messed up with the measurements.
Do not accuse me of something i havent said i have emails to proof it.
I did not tell you i didnt go near it.

Great fire at very competitive price, slight issue with side control operation but was swiftly rectified, overall very happy with product and service.
Would recommend and use again.

I recently ordered a Carron Victorian fireplace from direct fireplaces. I was extremely happy with the time in which it took to be pallet delivered which was within 7 days of my order. However, upon constructing our item we found a few inconsistencies with the product. We set about sending emails and phone calls to direct fire places. On the Monday we were reassured our case would be dealt with quickly. The customer service team corresponded with Carron about our faulty item. After a week and a bit of negotiations the customer service team at direct fireplaces were able to help us reach an amicable agreement for both ourselves and the manufacturer. Both parties we’re happy with the outcome.

I would highly recommend buying from this company as we felt fully supported all the way and their response and communication was kind, fair and honest. It’s been a pleasure to deal with a company who takes your worries seriously and acts on your behalf. Fantastic customer service! Thank you direct fireplaces for all your help in helping us to solve our problem.

Kind regards

Krystal Wood.

Excellent service after receiving a faulty fire

Wish i could give this company no stars ordered fireplace from them a month ago got phone call to say it be delivered on Monday 12/10 /2020 waited in all day never arrived no phone call or email to say why I didn't get it.. phoned Tuesday they told me the delivery company couldn't find it then they told me it was out for delivery that day waited in all day Tuesday didn't arrive phoned them and they told me it be there Wednesday morning didn't arrive until Wednesday evening... Shame lovely fireplace.... but there service not good and the boss was not nice or very helpful person... but did get £50 off the price of the fireplace for the 3 days holiday i wasted waiting for it.

The 5 stars is for the excellent customer service I received from Direct Fireplaces when my fire stopped working. They arranged a replacement with the manufacturer and it was received in less than a week.

As it’s the second time I’ve had the same issue and I’m now on my 3rd Celsi fire in under a year I’m not sure I would ever purchase a Celsi fire again!