Direct Stoves Arvostelua 274

Brilliant company, speedy delivery and our new stove looks great. Excellent customer service from Julie. Really pleased and would recommend this company.

I called Lucy today who was the most helpful person I have come across in a customer service/sales role, Lucy is a credit to the company thank you 😊

Top service from Lucy at Direct Stoves, quick to respond to any query and very knowledgeable on products and service, and really friendly to deal with also, what's not too like!

Highly recommend, cant wait for my Legend Garden Cube!

Great customer service by Julie and Lucy who handle the orders and installation at Direct Stoves.
Julie and Lucy were able to explain the process clearly,and they replied to me by email promptly.
We went to the shop today and it was a pleasure to meet Lucy who dealt with our order professionally and she was so cheerful and welcoming.
Also thanks to Mark who came to inspect the job.

We ordered a stove which was supposed to be in stock just after Christmas. We’ve paid for it online and as it was still Christmas closure we sat back and waited for an update in the New Year. Well, first we were informed that the stove was out of stock and we have been given no further information about a delivery date. We have tried to telephone Direct Stoves but their phone line doesn’t seem to work, and we have emailed but have not had a response either. This is very concerning as they have nearly £3K of our money. Please contact us!

Well don't really know where to start with this one..... Found the stove I wanted with this company and phoned them to check availability. They have stove in stock (great) I pay for it then and there and ask for it to be sent to me as soon as possible, no problems they say. The following day I receive emails saying when my stove will be delivered and book my stove fitter to come a few days after. I patiently wait for my stove and when it doesn't arrive on the correct day I give it 24 hours and give them a call. The man I speak to looks at my account and says he will get someone to call me back. I have to phone them 2 hours later and speak to a lady who says something seems to have gone awry with my order and they haven't actually despatched a stove to me at all. So I ask how quickly they can get me the stove and am informed it's out of stock. This leaves me a huge problem of having fitters arriving with nothing to fit. I stay on an island so have to take the following day off work travel for three hours to Glasgow to purchase the same stove and come back, so I waste a day and have to spend and extra couple of hundred pounds to get the same stove. I ask for refund and get told it will be 7 to 10 days before I receive it. So basically you take my money, don't send me a stove and then take 3 weeks to get the money back to me. Most staff were polite if unapologetic. Thankfully received my refund but will not be back and would not recommend.

After deciding on a multi fuel stove and asking round local shops I thought things are going to be out of my price range.
Including installation the costs were way to much for me.
Looking on the net and found direct stoves.
Some stove being two thirds cheeper than in local shops.
I rang and spoke to the sales team.
They were very helpfull and after telling them what size was available they gave me their recommendations.
I decided to do the installation myself so got the fitting kit with it.
The order arrived on the date arranged by two difrent delivery companies which direct stoves did say would happen.
Being a novice and learning as I go, I did order a shorted flue liner than I needed.
After speaking with Johnathon one the phone and I think damian on the Web chat I ordered a replacement and they arranged for the Colection of the old one and refunded me the difrence after deducting the postage.
Can't say fairer than that
My stove is now fitted and pumping out excellent heat.
Both the Mrs and I are really happy with it.
The only minor problem we I had was getting hold of them on the phone occasionally.
But the Web chat worked well and when requested Jonathan rang me back promptly.
I rate this company and its staff and we're very happy with the help and service provided even when I made what could have been a costly mistake.
Thanks guys your highly recommended.

We decided to research the purchase and fitting of a log burner and spent a considerable amount of time debating upon which of the many companies to use. Direct Stoves were the most helpful and informative company in the area. We were welcomed into the showroom, given help when needed and supported well with our decision. No pushy sales techniques, just helpful guidance and zero pressure.Lucy was brilliant, competent with her knowledge base, and thorough with the ordering and delivery process. The stove arrived when promised and we are delighted with the outcome! Many thanks Lucy! Neil & Sarah

Ordered early Sep, was told it would arrive early Oct (which is long enough!). No stove. Then told end Oct. It's 8th November, still no stove. I've just requested a refund.

I finally have my stove three weeks later than planned and with a lot of hassle in between. I know the queens funeral got in the way but the mixed messages I had were beyond a joke. When the stove arrived the register plate and flue that were part of the package were missing but a very kind lady called Sarah got them delivered to me today.
It would have been nice to receive a little remuneration especially as it will most likely be weeks now before the fitter can fit me in.
A log basket wouldn’t go amiss by way if an apology 😂😂.
That said it is a lovely stove and I can’t wait to get it in and try it out.

I was having reservations about where to order my multi fuel stove due to many negative reviews regarding certain company’s, I thankfully bit the bullet and used Direct Stoves. After lots of research and hard work preparing the fire place I finally ordered my fire, we used Direct Stoves for everything we need for the installation, the whole ordering process was really easy to navigate, we got to choose our delivery date which was also a huge positive.
We received correspondence emails in regards to the delivery and they stated it would be an all day delivery which again works perfectly.
My Stove arrived today and I am so happy with my purchase, I checked the delivery and my only disappointment is that my Stove fitting isn’t happening until the 5th November as I am so ready to be sat in front of the Stove on these Autumn chilly evenings. Direct Stoves have not disappointed at all, the products are good quality and I am extremely pleased with the service from start to finish.

I was contacted by Adam ,I believe to be the owner of Direct Stoves , he didn’t have to contact me however he did , I can only say thankyou for doing so . I was given a ‘ blow by blow ‘ account of what went wrong and how he was trying to resolve these problems and he was apologetic , which I appreciated . The issues I encountered could be alleviated if the customer service team were more like their boss ! Thankyou Adam ! PS. Thanks for attempting to find an installer and for the Log Basket .

Absolutely appalling!
Ordered stove in May 22. Website said delivery late June. Within 24 hours of ordering, had an email saying delivery wouldn't be till late August. Ok, things get delayed, so I was happy to wait. No further contact or update till 26th August. Then an email to phone them to arrange delivery. Arranged delivery for early September and arranged Hetas engineer to install. Stove arrived as described, but I chose, and paid an extra £200 plus vat for a log store base and received a pedestal base. I phoned them several times, and was asked to send photo's which I did, then was told I was wrong and they had sent me right order. So I questioned how I was supposed to use a solid pedestal base as a log store?
I was then told they would investigate.
Were now in October 22, I'm told my base is in store, I've phoned them several times to arrange delivery and been promised return calls to sort this out but nothing!
Today I have phoned again and been cut off.
I have tried phoning back several times but no answer.
I have come to the conclusion that the only way to resolve my issue with this company is to contact Trading Standards..

Absolutely shocking customer service experience. Zero communication from Direct Stoves around delivery day and times such that they then said I’d have to pay an additional £40 for delivery. They then delivered two stoves on a day I told them I was not at home. Luckily I was still on my driveway. I was honest and highlighted this mistake but have received nothing for this nor for the total lack of customer service. Think twice about giving your custom and read the reviews!!!

Also some parts are missing from my order!

I ordered a stove online from direct stoves, it should have been delivered on the 7th of October. I waited in all day, at 12.10 I rang them to confirm that delivery would be made, a man answered and said I'll ring you back, he didn't. I rang again at 5.10 only to be told that it hadn't been picked and would be delivered today.
This morning my stove arrived and a flimsy little piece of metal that was way too small to be called a retaining plate.
No gloves, no flue pipe and no carbon monoxide detector.
Thanks to Rotherham fireplace centre I was able to complete my job today, they were really in their game.
I wouldn't touch direct stoves again, absolutely rubbish.

Waited in last Wednesday for a delivery of stove! Phoned and emailed eventually got through, oh delivery has been delayed a day because of queens funeral (no email/phone call to tell me). Phoned Friday to Wednesday to find out where free fitting kit and liner are. Eventually Thursday liner turns up! Friday fitting kit turns up, just brilliant for the working person to sort out deliveries with no notification. Stove not up and running yet but looks good. Decent communication would help!

Ordered a stove and a flexible flue liner, easy to use website and great to be able to choose a day. Received confirmation of the delivery date, waited in all day but the order never turned up. When we queried this we were told due to a shortage of delivery drivers it would turn up the following day. After waiting in all morning we phoned to find out what was happening, at this point they informed us that the stove we had ordered and been advised was in stock was in fact out of stock. The gentleman my husband spoke to offered us a more expensive stove but at the same price which we accepted. Another day of waiting in and the stove arrive but without the flue liner, another phone call and the flue liner arrived the next day. That was 4 days of waiting for goods to be delivered, we never received a message to say the items were on their way and when they could be expected like most delivery companies do. I feel their delivery company lets them down.

i purchased a stove recently they added and charged me for mirror glass which i did not request i called and got a refund .however on delivery the free reg plate was not correct for the stove called straight away they offered a replacement but had fitters on site that day was told they would refund the cost of plate i had to buy £77-95 no refund given sent two e mails NO responce

I would recommend buying a stove from Direct Stoves. Having ummed and aaad about getting a more expensive model from a shop in town, I took the plunge on an Ekol 5K multifuel, based on one or two good reviews I could find online. The item arrived on time and is excellent quality, just what I was after. Unfortunatley some of the packaging had come lose and the paint was badly scratched down one edge. I logged this with the customer service who were so helpful and offered a gratuity for the trouble of repainting this section. A great demonstration of how to resolve a customer issue quickly and effectively.

When I was searching for my stove I came across this site. After reading some negative comments I was sceptical if I should trust them. But finally i decided to give them a go and I didn't regret it. the stove came on time and there was no issues with it.