I needed to buy a new gas fire for my lounge. I found Direct Fireplaces website, and on it a picture of a Verine Orbis Plus Slide Control Fire with Athena Fret. There were no options for the type of... Näytä lisää
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Expert and friendly advice in store made selecting the right fire place for our media wall very easy. Delivery was within 4 days and bang on time and very friendly delivery driver. Couldn’t re... Näytä lisää
Happy with overall service, installation was rearranged numerous times due to manufacturing issue.then a hiccup on installation but that was sorted by gas engineer. On the whole very happy with my new... Näytä lisää
The website and products were very well detailed and informative. Easy to place an order. I was kept informed every step of the way. The whole process from ordering to delivery very smooth and quick.... Näytä lisää
Yrityksen tiedot
- Takkamyymälä
- Kodinkonemyymälä
- Sisustusliike
- Takkavalmistaja
- Lämmityslaitetoimittaja
- Lämminvesivaraaja- ja lämmityspalvelut
Tietoja yrityksestä Direct Fireplaces
Yrityksen kirjoittama
At Direct Fireplaces, we’ve been helping customers create warm, welcoming homes for over 20 years. With decades of experience in the industry, we’ve built a trusted reputation for providing high-quality fireplaces backed by a professional, reliable service from start to finish.
We specialise in gas and electric fires, as well as complete fireplace packages designed to make upgrading your space simple. Whether you’re looking for a modern centrepiece or a more traditional look, our range has been carefully selected to offer both style and performance—so you can find something that fits your home perfectly.
Over the years, we’ve supplied fireplaces to thousands of happy customers across the UK. We understand that choosing the right fire or fireplace can feel like a big decision, which is why we focus on making the process as straightforward as possible. Our team is always on hand to offer clear, honest advice, helping you find the right solution without any pressure.
We’re committed to offering great value without compromising on quality. By working closely with trusted manufacturers and using our experience to select the best products, we ensure everything we sell meets the standards our customers expect. Whether you’re updating a single room or planning a full renovation, Direct Fireplaces offers the products, knowledge, and service you can rely on.
We specialise in gas and electric fires, as well as complete fireplace packages designed to make upgrading your space simple. Whether you’re looking for a modern centrepiece or a more traditional look, our range has been carefully selected to offer both style and performance—so you can find something that fits your home perfectly.
Over the years, we’ve supplied fireplaces to thousands of happy customers across the UK. We understand that choosing the right fire or fireplace can feel like a big decision, which is why we focus on making the process as straightforward as possible. Our team is always on hand to offer clear, honest advice, helping you find the right solution without any pressure.
We’re committed to offering great value without compromising on quality. By working closely with trusted manufacturers and using our experience to select the best products, we ensure everything we sell meets the standards our customers expect. Whether you’re updating a single room or planning a full renovation, Direct Fireplaces offers the products, knowledge, and service you can rely on.
Yhteystiedot
137 Wellington Rd North, SK4 2PF, Stockport, Yhdistynyt kuningaskunta
- 0161 376 4181
- sales@direct-fireplaces.com
- www.direct-fireplaces.com
Over 20 years trading
4,1
Hyvä
319 arvostelua
On vastannut 87 %: iin saamistaan huonoista arvosteluista
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We purchased our fire from Stanley green, Cheadle hulme
We purchased our fire from your shop on Stanley green, Cheadle hulme. The shop was fantastic to visit, with a great section of fires on display.
The member of staff we dealt with was awful, rude and patronising!
We really loved the fire so we went ahead with the purchase, however, we really considered cancelling the order and shopping elsewhere.
When collecting the fire it was the same member of staff again and again was greeted with the same patronising and rude attitude, however, he did carry the fire out to the car for us.
12. lokakuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi,
Thank you for your feedback. It's good to hear that you were impressed with the fire received, and we are very sorry to hear of any negative experience in the showroom.
We can see that a member of the sales management team has requested some additional information from you (order details and contact information) so that they can investigate this matter further. Unfortunately, they have not had a customer response to provide these details.
If there is anything else that we can do to assist at this stage then please don't hesitate to let us know.
Kind regards,
Direct Stoves & Fireplaces
Really don't know how to start .Placed…
Really don't know how to start .Placed a order online with Direct fires ,order went through you are suppose to get email so that you pick your slot for delivery .
Had email from Moddelo but no time slot .I spoke to Direct Fires Victoria first thing Monday morning she spoke to Moddelo that fire was to be delivered the same day Monday which was not the case . I was on the phone nearly all day to get resolved staff at Direct fires hung up on me passed back to Victoria to try and get resolved .
I got InTouch with Moddelo they said that they didn't have my order it was a different model fire. I spoke to Victoria though out the day and asked as a goodwill to get a next delivery due to the complete mix up which she couldn't do.Victoria gave me Moddelo number me the customer to get resolved .I spoke to Will from Moddelo took on board got it resolved and personally delivered the fire on the Monday night .Will went above and beyond and cannot thank him enough .The complaint is for Direct Fires .I would expect some kind of goodwill credit as for the complete stressful situation I was put in
21. lokakuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Elizabeth,
Thank you for your feedback. We are sorry to hear of the issues experienced with the delivery.
To clarify, the fire selected has an expected lead time of approximately 3-5 working days at present, and we advise that the courier will contact the customer directly for a book-in.
As our Dispatch team has confirmed over the phone with yourself and the courier, they sent you a text and email notification to advise of expected delivery on the 17/10. We understand that this was attempted and then marked as a failed delivery, for which we can only apologise on the courier's behalf.
It was after Victoria and the Dispatch team contacted our delivery partner that they themselves requested that you ring them to make a further booking. We are pleased to hear that this was resolved when Will agreed to make the delivery personally.
We do, for any delivery consignment, advise that any delivery times are estimates and not by any means guaranteed. While delays are thankfully infrequent, they can and do happen on occasion due to factors that are ultimately outside of our control.
We would however stress that our Dispatch team worked hard to get this matter resolved on the same day that it was brought to our attention, and that they coordinated as best as they could with the courier to this effect.
Our apologies again for any inconvenience. Please do let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Tenacious and excellent service
We had an issue with our fireplace. Kim took up our case after a little while and was superb. She was tenacious and very proactive in our behalf. Thanks to her work we have a replacement fire and we are very pleased.
12. lokakuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Michael.
Thanks for your kind review. We were sorry to hear of the issue experienced with your fireplace but we're glad that Kim was able to have this resolved for you ASAP.
If we can offer any further advice or assistance then please do not hesitate to let us know.
Kind regards,
Direct Stoves & Fireplaces
Prompt delivery
Prompt delivery, good looking fire, solid brass fret and surround, looks good when on. Fire supplied with flat and corroded ignitor battery/terminals causing installation delays.
11. lokakuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Christine,
Thanks for your review. It's good to hear that you were impressed with the fire upon receipt and that delivery was prompt.
We are sorry for any inconvenience relating to the ignition. We can see from notes on the order that the supplier has offered to arrange a service engineer to replace the spark generator and has just asked that you complete the warranty registration for the fire so that they can action this.
If you need any further advice or assistance then please don't hesitate to let us know.
Kind regards,
Direct Stoves & Fireplaces
Incompetent and inadequate service
This review is on behalf of my elderly parents who paid direct fireplace Bromsgrove to survey their existing fireplace with the intention to replace it, they were advised the new fire they wanted would fit, the installer decommissioned their existing fireplace for the new installation to then be told the fire they had ordered wouldn’t fit. When contacted they refused to recommission the existing fire as doesn’t meet modern regs regardless of their incompetence and inadequate service. My parent have now been left without a fire, even though the existing was in good working order. This company should be ashamed of their treatment of their customers! Do not use!
30. syyskuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi
I’m very sorry to hear this experience.
I own Direct Fireplaces and I find this review very concerning.
Please can you email me with the order details adam@direct-fireplaces.com so I can look into this.
Many Thanks
Good and efficient service
Good and efficient service. Very polite and professional. 27
27. syyskuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi,
Thanks for your kind review.
It's great to hear that you were impressed with the service received from Direct Fireplaces.
If we can offer any other assistance then please don't hesitate to let us know.
Kind regards,
Direct Stoves & Fireplaces
Very efficient service
Very efficient service. Knowledgeable and helpful staff.
13. syyskuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Tom,
Thanks very much for your kind review.
It's great to hear that you were impressed with the efficiency of our service. As you mention, our team is always happy to give advice and assistance regarding our large range of solid fuel, gas and electric appliances.
Please don't hesitate to get in touch if you need anything else from us,
Kind regards,
Direct Stoves & Fireplaces
Competent service
Competent service, friendly and helpful staff. Quick delivery
12. syyskuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Frieder,
Thank you for your kind review. It's great to hear that you were impressed with the service received and the speed of your delivery.
If we can offer any further advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Appalling customer service - AVOID
Appalling customer service - avoid this company under all circumstances. I ordered a £1,500 pizza oven which weighs half a tonne, and they only offer kerbside delivery. In order to transport it to my garden I needed to order a crane from a separate company at a cost of £300. When I was called at 4pm the day prior to delivery to confirm it was arriving the following day, I explained that I’d had to book a crane and were they certain the oven would arrive, and I was told “yes, it will definitely arrive so you are good to book the crane”. The following day I get an email saying their delivery company had dropped the pizza oven and cracked so it would be another 2 weeks for a new one to be delivered. Meanwhile I have a £300 crane sat on my drive which now cannot be used. I appreciate that dropping the oven was an unfortunate mistake, but this disgrace of a company have accepted no liability at all for their mistake, and have essentially said all they can do is cancel the order in full, or redeliver in 2 weeks. I’m now left £300 out of pocket for their mistake. Their customer service is a disgrace, and these sorts of companies shouldn’t be trading. I’ve submitted a claim through the small claims court to force them to pay for their mistake. Their default position is “the manufacturer arranges delivery so it isnt our problem”. What they don’t realise is they are responsible for the end to end service, so the manufacturers mistake is their mistake to resolve.
I’ve reordered the oven from a different retailer - don’t make the same mistake I did, because if you expect any kind of after sales service this company will leave you high and dry.
UPDATE: I’ve noticed direct stoves response below - unfortunately this is a flat out LIE. They didn’t advise me the delivery was cancelled the day before, they advised me the morning of the delivery. Once the crane was already on my property. So I was left £300 out of pocket, and direct stoves accepted no liability for this. They also claim someone on their management team “offered me a contribution as a gesture of goodwill. Again, this is a LIE. No such offer was made. It’s clear from these lies that direct stoves can’t be trusted, so further reason to avoid them. I’ve also not even received my refund yet. So at present I am £300 down for the crane and £1,500 down on the pizza oven.
19. heinäkuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Andrew,
Thank you for your feedback regarding your purchase.
We are sorry for any inconvenience and we do understand your frustration regarding the damaged item. As you mention, we received word from the delivery company that the pizza oven had been broken in transit and our Dispatch team let you as soon as we were informed, which was the day prior to the scheduled delivery. This effectively gave you a day's notice to make alternative arrangements.
While such instances are thankfully very rare, such accidents can and do happen on occasion and (as was the case in this instance) our team can only do what they can to try and arrange a replacement ASAP.
Regarding crane hire and similar arrangements, and as per the delivery information on our website, "we strongly advise that you do not book any contractors, plumbers or fitters until you have received your good as unexpected delays can occur". A member of the Direct Stoves/Fireplaces management team had in fact offered you a contribution towards the £300 crane hire charge as a gesture of goodwill prior to cancellation of the order. Ultimately however, we cannot be held responsible for the crane hire as this was arranged at your discretion.
As per your review, we had offered the choice of either a full refund of the order total or a replacement oven to resolve the matter. The supplier has actually mentioned that they had to refuse a replacement item due to the aggressive language that you had used on the phone when speaking to their director. This left us with no choice but to arrange a full refund back to your original payment method.
Again, we do appreciate your disappointment in the service received and can only apologise that we were unable to be of more assistance.
Kind regards,
Direct Stoves & Fireplaces
Electric fire stopped working…
Electric fire stopped working within months (despite being very expensive). Customer service really poor. An email to say they'd ask the manufacturer and then no follow up.
10. helmikuuta 2024
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Melanie,
Thanks for your review. We are sorry to hear of the issue experienced with the electric fire.
Our customer service team has been advised by our supplier that they (the supplier) tried contacting you to discuss this further on the day that the problem was reported. They also tried calling you via the information on the order yesterday and left voicemail messages.
We do appreciate the inconvenience and would urge you to contact our customer service team if we can offer any other help or advice.
Kind regards,
Direct Stoves & Fireplaces
Excellent
I was greeted on the telephone by a lovely lady called Lucy who displayed exemplary customer service skills. She knew exactly what I required, listened attentively and helped with my enquiries down to the exact fine detail. She helped in every way she could via the telephone plus engaged in friendly small talk and laughter. The fire is beautiful, works a treat for my Mother, and the remote takes the strain out of controlling it as the dexterity in her hands has diminished.
I couldn’t recommend the company highly enough. And please give Lucy a promotion and a pay rise.
Rich T from Brum 🧔♂️x
24. marraskuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Richard,
Thanks very much for your review. You recommendation means a lot to us.
It's great to hear that you were impressed with the service received from Direct Fireplaces, as well as the fire that you ordered. We'll be sure to tell Lucy and the rest of the team to keep up the good work.
Let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
First fireplace was broken the…
First fireplace was broken the replacement took three deliveries to get it to me on three days loss of work waiting in and request for compensation was ignored avoid if you can there is a reason there score is so low they are shambolic
23. marraskuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Richard,
Thanks for your review.
We were sorry to hear of the issues experienced with the delivery of this order.
As per the delivery information on our website:
"Most of our products have estimated delivery dates or lead times that we are working to. This is an indication of the expected time we expect the goods to arrive but is not a guarantee. Our team is constantly updating these times with information received from our suppliers, but unfortunately due to factors that are beyond our control sometimes our suppliers find that they are unable to keep to them for a particular product".
We can see that our Dispatch team did their best to rectify the problems reported and can only apologise for the inconvenience caused; your complaint has been raised with the supplier and their courier regarding the delay in receiving part of your order, so that we can try to ensure the best possible service going forward.
Kind regards,
Direct Stoves & Fireplaces
Perfect fire for media wall
We opted for an insert electric fire from this company quite last minute (we were looking at a cheaper one) but am really pleased we went with their VisionFutura 1500. Great product that looks fantastic. Good delivery, we had someone install so can’t comment on how easy it was but instructions were good. Solid high quality product.
14. syyskuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi David,
Thanks very much for your kind review.
It's great to hear that you've been impressed by the fire received as well as the delivery thereof. As you mention, the Vision Futura 1500 is competitively priced considering how attractive the flame effect and realistic fuel bed are, which has made it very popular for media wall installations in particular.
If we can offer any further advice or assistance regarding this order then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Great customer service, shame about the installation
Great customer service. They recommend an installer for my wood burner. The installer does not take away the rubbish and believe me there was a lot! Cost me a further £150 to get it removed. Had to find a plasterer who said that the lining had been cut short so he had to fiddle with it to make it right…that was a £300 extra expense! Why wasn’t it all included in the fitter’s fees?!
Would recommend this company but they need to have a serious rethink about their fitters …totally disappointed
After the company’s response I would add that the fitters could sub contract to people who can remove the rubbish and sub contract a plasterer to finish the job off!
24. toukokuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Eyolanda,
Thanks for your review. We're pleased to hear that you found Direct Fireplaces' customer service to be good, and that you'd recommend us.
That said, we're sorry to hear of the issues reported in regards to the installation. Unfortunately, it is more common than not for fitters to not have a license for refuse disposal and they would generally advise as much if this was queried.
We do appreciate your feedback, as this is of course helpful in ensuring that we maintain the best possible service. If we can offer any further advice or assistance, please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Still not happy with fire
Still not happy with fire. They suggested I returned, then stated they could’f find it, until I showed them proof that they had signed for delivery. My frustration with the electric insert, was that despite doing all they suggested, turning fire around etc. the fire still cuts out because unless I do as they suggest and remove the front grate under the insert, making the fire look ugly and dismantled, the fire will cut out as it still overheats. They have my returned insert, and have still not refunded after three weeks. Please don’t waste your money.
2. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi,
Thanks for your follow-up review.
We appreciate that it has been some time since your original review and that this order and associated refund have now been fully processed.
We did however want to take the opportunity to advise that the delay to the refund was due to our having received this back in an unmarked parcel, without order information that may have been used to easily identify said parcel. There were also components missing from the product once located and inspected, which furthered the delay as we then had to await a further return consignment from yourself.
Given that the problem with the fire had been the result of incorrect installation, our customer service team had attempted to work with you to resolve the issue. It is regrettable that you were still unhappy with the fire and that you felt it necessary to organise a return for a refund.
This said, we're sorry to hear that you were dissatisfied with your experience in ordering with us.
Kind regards,
Direct Stoves & Fireplaces
Ordered a basket that was showing as in…
Ordered a basket that was showing as in stock, 3 days later told there was no stock so agreed refund that was 8 days ago no refund, constantly go through to their overflow messaging service, no response on recent emails chasing. Next step will contact bank and follow complaint bodies.
4. marraskuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Hi Suzy,
We are sorry for the delay in coming back to you. We are seeing unprecedented demand for our products and services. Refunds are processed once a week on a Friday and yours has been processed today.
Thanks for your patience.
Regards,
The Direct Fireplaces Team
Sent these awful unprofessional people…
Sent these awful unprofessional people 2 emails (as requested) so I could cancel my undelivered fireplace. It’s now 3 weeks later and I’ve still not been refunded. I’ve had to open a PayPal claim to get my money returned and still they try and ignore the PayPal claim. My advice from dealing with these unprofessional people is don’t! Buy from elsewhere!
11. lokakuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
I e-mailed you off the back of your paypal case. The lead time on the fireplaces is 4 – 6 weeks. I asked in the message if you wanted to cancel to e-mail me directly but haven’t heard back from you. I just wanted to make sure that you really wanted to cancel as the fireplace is due in within the next week. So after waiting for 4 weeks wanted to make sure you wanted to cancel with only a week to go.
I do note that this is the 3rd order you’ve had from us and I apologise if the lead time on this one was longer than you could wait but it is still within our estimated delivery time frame. These fireplaces are made on order in Portugal which is why there is a bit of a lead time.
Placed an order for a fireplace with…
Placed an order for a fireplace with LUCY she was so knowledgeable and helpful re who the company was how long delivery and put my mind at rest ordering such an item on line.
Had to ring the company when it arrived as i was unsure about fittings Lucy dealt with my call.
She was so helpful double checked things for me was calm and put my mind at rest. Would definitely give 10 out of 10 for customer service. Great the company have a human on the phone and they answer the phone.
9. heinäkuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Direct Fireplaces
Thank you for your kind words regarding our company and in particular, Lucy. Your 5-star review is much appreciated.
Kind regards,
The Direct Fireplaces Team
Not filled with confidence...
Placed an order for a Celsi Ultimate Fireplace on 2nd March 2022 on the basis it was a 7-14 day delivery. I contacted Direct Fireplaces on the 9th to ask for an expected delivery date to be told, w/c 21st March. We were then contacted on the 16th March to say the fireplace would not be ready till Mid-April - so why confirm the 21st March?
Nevertheless, we accepted the mid-April delivery time. I chased Direct Fireplaces for a delivery date to be told w/c 25th April due to the bank holiday, understandable. I have received an email today advising there is a further 2-3 week delay! After putting works on hold for this fireplace, I have no confidence in the fact it will arrive in 2-3 weeks so we have had to ask for an alternative, in stock fireplace. Failing this, we will ask for a full refund and we will avoid Direct Fireplaces in the future.
I understand that delivery is out of their control due to manufacturer being in Portugal, but the constant misinformation is not good enough. It would have been quicker to order a fireplace on a 6-7 week lead time, at least we would be having it sooner!
19. huhtikuuta 2022
Oma-aloitteinen arvostelu
Good Price, Good Quality & Good Service
I purchased a marble fire place surround, it looks great and is good quality and was a good price compared to other sites we looked at.
We had a slight issue with the lights, but this was resolved quickly and easy via the customer service department.
5. huhtikuuta 2022
Oma-aloitteinen arvostelu
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