Direct Fireplaces Arvostelua 317

Ordered a fire back on 13.09.25, estimated delivery 15-20 working days. Despite an email on 30.09.25 confirming dispatch stating delivery should be within 3-5 working days, it took until 21.10.25 to receive the item. I was repeatedly misinformed about delivery dates (told twice it would arrive on specific days that came and went), for which I waited in both days. No one at Direct Fireplaces took real ownership of the issue. I had to arrange help ("muscle") on 3 separate occasions due to the kerbside nature of the delivery, it being stated the driver would not enter the property. On the afternoon of the third date of delivery I contacted the supplier Percy Doherty, also George Walker's customer services who hold the account for Direct Fireplaces and the suppliers haulage directly who were able to transfer me to the local courier (I had tried ringing the courier but could only leave answerphone messages). The item was delivered at 6.30p.m - not before 5p.m. as promised - and only after many phone calls.

"Seasonal demand" or other logistical challenges are not acceptable excuses when they continue to advertise specific delivery windows and commit to dates over the phone.

Absolutely no accountability and a complete failure to deliver what was promised. I would not recommend this company.

Purchased a fireplace suite on Saturday 25th October online. I chose this model as within the spec it stated only needed placed against the wall and plugged in. Called today to establish delivery date and had the most horrific experience with a male member of staff who I won’t at this stage name. He advised fire in warehouse but the marble will take 4 weeks to be shipped from Portugal albeit on the site it states 10-15 working days . I asked for explanation as I wasn’t aware it needed built up as per advert. To cut long story short and after 35 mins of him advising the suite would come in three bits !!! along with my calls being cut off, I was left feeling overly stressed and anxious and no further forward albeit I had asked several times to speak to a manager or someone who could provide me with a clear understanding of what to expect when my order arrives. When I then asked about installation I was then told it was a company that I’d need to arrange this with also pay for but he couldn’t provide me with any information on this and the outcome being he advised he’s send me an email and I could cancel if I wished. To say I’m disgusted is an understatement. I had requested several times to speak with a manager so will wait and see if this comes to fruition.

Easy to order, great communication, quick delivery, helpful delivery drivers and my new fire is awesome. Very happy customer!

I had no problem with the purchase in store, but delivery issues and consequent conversation with store (not the one I actually purchased from)
I wasnt notified of delivery until half way through the time slot given, so I was actually not home. I had no notification that the fire had been delivered, and nothing on my Ring doorbell to indicate anyone had tried to get hold of me. Arrived home to find the very large box standing, on its side, in front of my door in full view of the road. I established the delivery company was UPS, whom I contacted without any success. I then called Direct Fireplaces and was automatically connected to the Stockport store. When I explained the issue, I felt they should know because UPS was doing them a disservice, the person on the phone told me it was nothing to do with them, and suggested I check the contents of the box to ensure no breakages. I had already done this but was concerned that the fire wasn't going to be set up for a few days and I was worried there could be internal damage. I was told there was nothing you could do.
So, really, the issue was firstly with UPS but as this is the courier you employ, surely you should have some input?

The delivery was great, the fire is extremely realistic feeling the heat on your face just by looking at the imaging of the flames.
To improve on this flame technique they could put another flame light line through the middle and to top it off they could use different color light images of peoples faces also the Devil in red. It would look amazing!!

i have still not had my delivery after 3 weeks say coming on the 17 th been put back twice

I placed an order for a fireplace on October 3rd, which was advertised with a 2–4 day delivery window. I understand that, since it was a Friday, the order might not have been processed until Monday, but that’s beside the point.

We’re now well past the promised delivery timeframe, and I’ve received no updates from the company. I called two days ago to check on the status and was told I should have received a dispatch email, which I hadn’t. The explanation I got was that October is a busy month and suppliers are “probably backlogged.” I was assured someone would contact the supplier and get back to me. They didn’t.

I called again yesterday, only to find there were no notes from the previous conversation and no new information. Once again, I was told they’d reach out to the supplier, and again, nothing happened.

I specifically chose this product because of the advertised 2–4 day delivery time, yet the same item is still listed online as “in stock” with the same delivery promise. If delays are due to supplier issues, the company should be transparent and update the website to reflect realistic delivery times. A simple update or communication from customer service would go a long way.

Unfortunately, my experience so far has been very disappointing. The lack of communication and accountability makes it clear that customer service is not a priority and they are quick to blame the supplier as by all accounts these seem like just the middle man. At this point, I wouldn’t order from this company again. I’ll update this review if I ever receive an update on my order.

Update. 14/10
After several phone calls on Friday, 10th October, the delivery was finally booked for the 14th. Our contractors, who were due to start on the 13th, had to be delayed until the 15th to accommodate this.

On the 14th, the delivery van arrived at our address, only for the driver to confirm, after several minutes of checking, that the fire hadn’t been loaded onto the van. A call to the depot revealed that the item hadn’t been picked because the seller, Direct Fireplaces, hadn’t completed the necessary paperwork.

This is appalling service yet again. When we phoned Direct Fireplaces, we were told our order would now be treated as a “priority” and delivered within the next 2–3 days. After further back-and-forth, the delivery has now been rescheduled for tomorrow, the 15th October, as if we should be grateful they’re doing us a favour.

As a result, we’ve had to delay our contractors yet again, incurring additional charges due to the short notice.

Do not order from this company, and do not trust the delivery timescales they provide.

Doing well - competitive price + quick delivery + good packaging.

Not so good - we bought a 1250 wide fire instructions on how to remove the glass front would have been handy, I worked it our only after taking the side off the fire. A pair of glass suckers would also have been good to help manoeuvre the glass in and out of the fire.

Really pleased with the fireplace.
Delivered on time with no fuss.
All the staff very helpful when it came to advice on the install

My experience was brilliant from beginning to end. I placed my order by phone the lady I spoke to was so pleasant and helpful, she explained the delivery process and how long it would take as it would take a little longer as it was the bank holiday and I would get a phone call at least an hour before arrival on the day. I received 2 calls one telling me there on their way and the second telling they would be arriving in 10 minutes. The 2 delivery men were so helpful and put the hearth exactly where I wanted it as it was to heavy for me. The service was just so smooth no problem what so ever. Thank you so much my fireplace looks so lovely.

Indirect fires
Further to reading 7-10 day postag, I have still not received our fire , I have been contacted by a third party re the fire and still not the courier . When l asked that the fire is taking longer than advertised customer service have corrected my expectations to not include bank holidays and weekend days , that would still make it later than advertised and still not the fire to review . Disappointed ☹️ if they just say May take up to 30 days etc . Everyone would be happy .

After placing our order of fire suite we had phone call to arrange delivery ,then the day before the agreed delivery date we received another phonecall to say unfortunately items were out of stock and would give us another call to rearrange delivery when back in stock. This happened the following week and fire suite arrived well packaged and as described.

The fitter was excellent but unfortunately the wrong facia was delivered and 2 weeks later we are still waiting for the correct facia to be fitted

My Elderly Mother purchased a Gas Fire only to be told it had been discontinued after they had taken £590.00 from her bank account.
No E-mail contact. Only when she phoned them did they tell her it had been discotinued.
She is STILL waiting to be refunded.

The Fireplace was delivered without any problems.
We installed the Fireplace and it looks wonderful.
We have to say that Direct Fireplaces produce an excellent product and have made our expectations fulfilled.

All ordered and fitted on time and fitters did tidy job with minimum fuss .. looks great

I am deeply disappointed with my experience ordering three marble fireplaces from Direct Fireplaces, working with Faz as the main contact.

Here’s what happened:
• Fireplace 1: Delivered after a long wait wrong hearth size, despite THREE site measurements.
• Fireplace 2: Delivered months later again, wrong hearth, despite repeated discussions clarifying reduced-size, not standard.
• Fireplace 3: Still hasn’t arrived, but I’ve already been told it’s the wrong size and finish, even though it’s supposed to match the December installation.

To make matters worse, the honed granite bases were left sitting in my courtyard for months, completely exposed. As anyone familiar with the material knows, honed granite is porous and stains easily and now they are stained.

Throughout all this, I’ve dealt with double bookings, unconfirmed appointments, and repeated disruption to my schedule. I’ve sent multiple polite emails requesting updates and solutions, only to be met with silence or vague replies no meaningful resolution, no ownership, no apology.

The only thing that went smoothly was the delivery of the actual fire surrounds. Everything else the measurements, the finishes, the hearths, the communication, the installation planning has been a nightmare.

I paid upfront in good faith, trusting this company as a supposed premium supplier. Instead, I’ve been left stressed, out of pocket, and with unfinished work after months of waiting.

I am now pursuing legal action, as nothing has been resolved.
Avoid this company if you value your time, your money, or your peace of mind.

So far so good. Not yet tried in winter.

Very good experience with this company. Phone call check my address before delivery. Very fast delivery 2days .gas fire great price beautiful fire .Best packaging I have ever seen .no damage to fire .would recommend this company

The fire itself is fine but the instructions were poor. The front grate part was not explained properly. I was stuck and rang for help - after speaking to a lady, she said she would get someone from the correct department to call me to help.
That was two weeks ago and I still haven't had that call.
I worked it out but I had to remove screws to fit the grate - there was no mention of that in the instructions.