Direct Fireplaces Arvostelua 319

Great company to deal with. Very helpful. I had to return a fire due to my error no problem at all.
Lucy and Nick deserve an extra mention. A credit to your company.
Donna

I can highly recommend this company - which delivers to the Isle of Man. They cover a very wide range of products.
Their staff, particularly Lucy, was extremely helpful in assisting me to the right gas fire for our home, patiently leading me through the many options. She went out of her way to help me and was very pleasant throughout. Well done and many thanks!

Was a little while getting to chat to someone and although they couldn't supply me with parts Lisa was very friendly and helpful

We ordered 3 x multi fuel wood burners without pause
We have dealt with you guys before.
With out a doubt Lisa was professional polite quick to respond and should a massive pay rise.

Great help on live chat! Lisa was very helpful and able to answer all my questions.

I wanted to know the lead time so I used the chat function and it's a real person! Lisa checked with the supplier there and then if my fire was in stock (Celsi) and confirmed 3-5 days. And gave me the discount code saving me an extra £42.
What a great start!!

I ordered a Celsi Arcadia and having received it there is a fault with the fascia. Received a response from Sarah who suggested i dont use the fascia at all, hence leaving it dangerous to use!!! Very dismissive customer service and wished i had gone to Amazon. Having paid over £600 i would not recommend them. Very disappointed that they refuse to replace the faulty fascia!!

The Celsi Electriflame Travertine Wall Mounted Electric Fire is technically superb and very effective in it's Travertine surround.
The recommendation is to mount on solid walls only. I see no reason why the mounting frame should not be mounted on a Cavity wall utilising the vertical wall studs. However these are usually at 60 cm centres and it would help if the mounting bracket were wide enough to enable this. I was lucky, having detected three suitable studs close together and I was able to additionally drill and mount for centre screws in addition to the four outer screws. I used 4 X 60 mm countersunk screws for added strength.

Not a good experience. we were looking for an electric fire as a replacement for a gas fire that was too awkward for an elderly user- first of all the fire was wrongly described on the website- 'type of heat- Convected' (its a very feeble fan heater). The fire came with a leaflet that stated 'Do not use this appliance as a primary heat source'? plugging it in I understood- a 1-2KW fire should produce useable heat?
The delivery note was from the manufacturer, not the supplier, and all their phone numbers were dead.
When we got through to the supplier, we were told that while their 'no-quibble return' applied, it would cost us £40 to return the package. When we challenged them on the 'primary heat source' question, we were told that we should have downloaded the PDF on the website that would have told us that - in addition to not allowing children to play with the fire --"This product is only suitable for well insulated spaces or occasional use
• Do not use this appliance as a primary heat source"

What else is an electric fire Actually for?

I can understand having to pay for a return if I had mis-measured a bespoke fireplace, but if an item is wrongly described, and the important detail- its only for 'occasional use' -is in a downloadable pdf this is ridiculous.
**Update: the supplier has replied, saying that they try to make the useage conditions ‘as clear as possible’. Maybe move that information out of the downloadable PDF, and into the product information?

Outstanding customer service! Friendly, knowledgeable & professional staff. We had a slight issue with delivery however Sarah and Nick chased the courier and kept us informed throughout.
Absolutely gorgeous,quality fire and surround received today.
Thoroughly reccomend this company!!

Lucy was so helpful today she knew everything i wanted to know regarding my new fireplace. A lovely welcoming voice to. Hopefully delivery goes as good. Very happy so far.

Really disappointed, rang and was put through to a call centre messaging service, gave my details and was called the next day. Explained my situation and was told the sales team would call me back. Over a week later and still no response

Excellent service, we have had an issue with our fire, emailed and a lady named Sarah got back to us immediately and sorted out arrangements for the engineer to call, he has been today now the fire is working correctly, he too was brilliant knew immediately what was wrong.
Excellent service, very professional.

We had a problem with our fire which was purchased over six months ago but a quick email to Sarah at Direct Fireplaces and she arranged with the manufacturer quick delivery of a replacement unit. Five star plus service

Direct Fireplaces basically acted as the middlemen for Be Modern. That's okay being a distributor but they had neither any control nor interest after we placed the order.
Be Modern confirmed a delivery date on the day but didn't turn up. We later found out a driver was sick but they never bothered to tell us. Our delivery was pushed back a full week even though we explained that contractors had been arranged and lots of other stuff as part of a renovation project.
These guys are cheaper than you might find with local firms but are useless.

Bought a lovely wall mounted fire, but after a couple of months it started vibrating (not all the time, just now and again). Had a replacement within days. Customer service were so helpful and amazing and kept advising of updates. Would highly recommend this company.

Bought a Carron cast iron gas fire from here which was over a thousand pounds plus what I paid to have it fitted and connected. I was very happy with how it looked. After the first use there were some white soot type marks inside the fire and after the second use the marks were significant. Direct fireplaces referred me back to Carron and neither have been willing to take any responsibility for this problem, stating that the coals were “bunched up” even though they were placed as per the instructions that came with the fire (if you look at the first pic when it was first turned on you will see the coals are not bunched up at all, they were moved for the following pics to help show where the marks are) I was advised by Carron to use wire wool to get the marks off which I did and it made it worse. Also instructed by Carron to buy paint and paint it! (after two uses) which I am unwilling to do and can’t believe they think that is an acceptable solution. Am I supposed to paint it each time I put it on?? I now have a very expensive new gas fire that looks like an old reclaimed coal fire which I can’t even use to heat the room in case it ends up looking worse. I have had a Carron cast iron gas fire years ago and there was never any problem with it, which is why I bought one again. Standards and quality have clearly deteriorated and I will never buy from them again. Don’t waste your money. I can’t get my photos in for you to see the difference but I have put the pic in my profile of after the wire wool has been used. Direct fireplaces have responded that it’s not possible to return it and do not seem to be willing to take any responsibility for supplying goods that aren’t fit for purpose.

Update.....My response to Direct fireplaces response below is:-
your advice is to paint the fire! How is that fit for purpose? The coals were placed as per the instructions.
Very Efficient at responding to this review, not so efficient at responding to my request for your complaints procedure....still waiting to hear from you about that?

I am very disappointed with this company.
Avoid them at all costs
The delivery was delayed three days without giving me any notice. Costumer service was very unhelpful. The hearth I order was delivered with a huge wooden frame, that I had to keep. When I called to ask if they can take it away, they said I have to pay £100 to return it.

We ordered a fire place a few months back, decorated our living room over the easter weekend, the coles were broken upon opening the box, Sarah was amazing dealt with the issue straight away, replacement sent straight out, highly recommend this company, customer service after care was superb, our living is fab with the new fireplace. Really happy customer.

Absolutely fantastic service from ordering to delivery communication was brilliant.
We had a damaged front but this was sorted out immediately without any issues.
Sarah in customer service is a credit to your company .