We went to the store where there were a lot of both electric and gas fires on display. We chose an electric fire, we were served straight away and as the delivery driver was getting ready to deliver s... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
I gave you a 4 not because of the service, the product or anything like that. That was all very good, efficient with a very swift supply. I commend you. However, your poor driver/delivery man was on h... Toon meer
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We were pleased to find a replacement like for like fire for our old Valor Homeflame Harmony with this company. However once I’d paid and ordered it we were told they could source one, despite a... Toon meer
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Really easy to order and with finance option, my Internet crashed when order was going through so I contacted the cheadle store to ensure ordered had been received. I spoke to a lady there who was... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
- Openhaard- en kachelwinkel
- Huishoudapparatuur winkel
- Decoratie- en interieurwinkel
- Openhaardfabrikant
- Verwarmingsapparatuur leverancier
- Ketel- en verwarmingsdienst
Over Direct Fireplaces
Geschreven door het bedrijf
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.
Contactgegevens
137 Wellington Rd North, SK4 2PF, Stockport, Verenigd Koninkrijk
- 0161 376 4181
- sales@direct-fireplaces.com
- www.direct-fireplaces.com
Over 20 years trading
4,4
Uitstekend
377 reviews
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Heeft 92% van zijn negatieve reviews beantwoord
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Appalling service
Appalling service, started with requesting a quote through the website and proceeded to ask simple questions about the chosen fireplace and measurements, back and forth emails for over two months and they would either not reply, or completely ignore some questions on my email. They could not tell me simplistic information about the product, and therefore I did not purchase anything through them, personally I would avoid.
1 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi,
Thank you for your feedback.
We are very sorry to hear of any disappointment regarding the service received. It is always our intention to offer high quality advice, and we can only apologise that we were unable to answer your questions satisfactorily on this occasion.
If there is anything else that we can do to assist at this stage then please don't hesitate to contact our Sales team via 0161 376 4181,
Kind regards,
Direct Stoves & Fireplaces
Nice fire but a few quibbles
My order, arranged through your Bromsgrove outlet, arrived on time with helpful delivery staff. The product arrived well-packaged and without any damage. Once I'd put it in place I was (and still am) very satisfied with my choice of product.
However, three things to improve..
1) I'd ordered a grey finish to the hearth and mantle. They came as two shades of grey, but I can live with that.
2) The power plug is supposed to be anchored by a plastic part which is held in by a screw. There is no screw hole pre-drilled by the plug inlet so I've had to leave this off. Luckily the plug fits tightly and I've anchored the hearth to the wall so there will be no movement.
3) The instruction manual could do with an update to reflect the product I actually purchased, i.e. free-standing fire with mantle and hearth. I'm still a little confused as to whether I should have fixed the mantle to the wall although this isn't feasible given that I'm instructed to leave a minimum 20mm gap at the back of the fire (page 13).
Despite the above I shall look forward to using it for many years to come.
3 januari 2026
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Glyn,
Thank you for your order and for your review.
We're glad to hear that your experience in ordering with our showroom team, and insofar as delivery, was so positive.
This said, we're sorry for any inconvenience regarding the installation process. Some of our stone fireplaces are made to order for the fires around which they are constructed, and as such do not always come with full, specific printed instructions (as opposed to the fire units which will usually be delivered with a dedicated user manual).
We appreciate your feedback regardless and will make sure to pass this onto the manufacturer. Please let us know if there is anything else we can do to advise,
Kind regards,
Direct Stoves & Fireplaces
Please read before buying
Our experience paying for the fire was ok.
The fitting was was another matter.
Had to ring the day before to check that the installation was taking place as we had no call to say what time to expect the fitters. Was told to expect them at 8am.
They finally turned up at 10am. On arrival they turned on loud music and took over the living room. Made no attempt to cover furniture. Used heavy breaker to take out bricks and covered the whole room in thick layer of brick dust. Curtains everything. They had a vacuum but obviously chose not to use it to reduce dust. It was a cold wet day and they left the front door open all day and marched in and out of the house covering the floor with dirt and ruining door mat. They basically gave no regard to the fact that they where working in somebody's house and treated it like a building site. When not working they thought it was ok to sit on our couches covering them in the shit off their clothes the brick dust whilst playing on their phone like teenagers.
It took them until 6:45pm to finish the job they left all rubble and materials strewn over the drive in a complete mess not separated. Bricks and rubble in cardboard boxes etc.
I've never seen such a pathetic excuse of so called tradesmen in my life. The plaster finish around the fire was so poor we had to finish it ourselves. On closer inspection of the fire it was covered in scratches that they ( touched up ) with black spray paint to disguise them but failed.
I am being honest in saying it was the worst experience we have ever had letting these people into our house. We would never allow them into it again and recommend you don't either. Please do your homework and avoid these cowboys. The fire was very expensive and I am sure you could get it cheaper and installed by competent installers elsewhere. We just chose them as they where local and didn't research or read any reviews about them. We will not be getting the fire serviced by them or recommend them to anyone. I would strongly recommend you go elsewhere.
17 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Christopher,
Thank you for your feedback. We are very sorry to hear of the negative experience with the installers.
The engineers that we recommend are vetted and subcontracted through our fitting team at Direct Heating Services. As such, we do take such complaints very seriously as we appreciate that this can severely impact a customer's overall impression of ordering with us.
We have made a request with yourself for further order details so that we can investigate this matter with the fitting team. If you can respond ASAP or contact our team with the same information, this would be greatly appreciated,
Please don't hesitate to let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Fire place arrived quickly and the…
Fire place arrived quickly and the fiting was also quick.
17 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Ian,
Thank you for your review,
We're glad to hear that the delivery and fitting process was very quick and trust that you're happy with the fireplace received,
If we can offer any further assistance then please feel free to get in touch,
Kind regards,
Direct Stoves & Fireplaces
Terrible service from start to finish
Terrible service from start to finish. Fire was not delivered on time and sizes given on the website for the recess are incorrect. I've spoken to them this morning to ask for instructions for the surround to be told that it doesn't come with instructions. Understandably my Gas Safe fitter wants to check he's installing correctly. The guy in the phone wasn't particularly helpful and I've no idea what to do now.
Edit following supplier comment:
My fitter has years of experience and has fitted hundreds of fires. He simply asked to see the instructions so he could ensure safe installation of the cast iron surround - this is understandable, admirable and safe.
I was offered some advice by your colleague, but he was abrupt and challenging to deal with. I accept you were better to deal with, but unfortunately my fitter had left site by this point.
I can't understand why you sell a product without instructions. It is standard practice for products to have instructions, even when 99 per cent of people may not need them. For example, a TV always comes with instructions.
A point of learning for me, I should have read reviews into your company before my purchase.
23 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Thank you for taking the time to leave your review. We’re sorry to hear that you were disappointed with your experience and appreciate the opportunity to clarify a few points.
The cast iron insert supplied is a fairly standard product, and any competent, experienced installer would be expected to be familiar with its correct method of installation. In this case, the insert was initially being installed in a way that was incorrect, which is why the measurements appeared not to work on site.
During the first phone call, our team member did explain the correct installation method, but this advice was not accepted at the time. After a subsequent conversation with another member of our team, and following further discussion, the installer did later accept that the guidance we provided was correct.
We do acknowledge that it would be helpful for manufacturers to provide installation instructions for installers who may not have previously fitted a cast iron insert, and this is feedback we will pass on. However, ultimately the issue here was not with the product or the measurements, but with the initial installation approach and the reluctance to accept technical advice when it was first given.
We regret that you felt the manner of the initial phone conversation was abrupt, as this is not the level of service we aim to provide. Adam did his best to assist once the situation escalated, and we’re sorry that this did not change your overall impression.
Thank you again for your feedback, which we will use to continue improving our service.
Let down by the delivery actions
My Mother is 84yrs old, I was upset to hear that The Delivery Driver literally left the Item, on a pallet, on her actual Pathway??
I found this ridiculous...
1 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Ian,
Thanks for your review.
We are sorry for any confusion regarding the delivery. As per the delivery information on our website, and relating to our free one-man shipping option:
"Larger, heavier items are delivered on a pallet truck. Our drivers will deliver your items to the kerbside, as close to your property as possible. If your driveway is made of gravel or loose stones, has steps, or steep slopes, the driver may only be able to leave the pallet at the nearest safe and accessible point. Drivers cannot bring items inside your house. Your order will be left on the delivery pallet".
We aim to make this information as clear as possible and so this is also explained in the dispatch email sent between ordering and delivery.
As you may be aware, we are now offering an upgraded two-man service at only £20, which is recommended where customers may need assistance in transporting the goods into the property.
If there is anything else that we can do to assist at this stage, please let us know,
Kind regards,
Direct Stoves & Fireplaces
New Gas Fire and Surround
Had a new gas fire and surround fitted 2 days ago. The fitters insisted on payment. I left home for half an hour and when I returned home, the fitters had left, leaving the old gas fire, fire surround, rubble, cardboard packaging on the driveway, taking up car parking space. When contacting Direct Fires, they were rude, dismissive and wouldn't take any responsibility, blaming it on the fitters. They offered no help whatsoever. They were angry that they were expected to resolve this problem. Being a pensioner, I have had to pay someone with a van to come and clear up this mess.
Totally disgusting service, attitude and after sales.
Once they have the money they all couldn't care less, even though I spent thousands of pounds on a top of the range fire and marble surround.
What a lovely mess to leave me in, one week before Christmas.
Thank you Direct Fires.
My advice....
AVOID AVOID AVOID.
18 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Diane,
We are sorry to hear of any dissatisfaction with the service received.
The engineers arranged by our fitting team, Direct Heating Services, are generally subcontracted and don't carry waste disposal licenses. As such, while they will carry out any installation work to the best of their ability, they are unable to take the old fire, fireplace, packaging or any debris away with them. This is also not a service that we provide.
This is usually outlined in any fitting quotation provided by Direct Heating Services. If this was not communicated clearly then we can only apologise for any confusion.
If you would be able to email customerservice@direct-fireplaces.com including the order reference number or postcode, we would be happy to investigate this matter further,
Please let us know if you have any further questions,
Kind regards,
Direct Stoves & Fireplaces
Firstly love the fire now it’s all in…
Firstly love the fire now it’s all in place. Delivery was a longer wait than we hoped. Got the call to arrange courier however when they got here there was no fire just the marble surround. Both Claire’s dealt well with sorting out however did find some of customer services reticent to talk (prefered email). In the end the fire was delivered, be prepared to think you might have the wrong fire as all instructions refer to it as an in the wall installation! I would defo recommend this fire as it is truly lovely, just a few hiccups on the way.
3 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Kim,
Thanks for your review. We are sorry for any confusion regarding the delivery but we're glad that this was resolved as quickly as possible.
You are correct in saying that the user instructions received will have been for the Evonic Slimline 1000 electric fire. Many electric suites incorporate the engine of a built-in electric fire, just housed within a marble or timber fireplace design rather than a media wall. This makes them fairly versatile depending upon how a customer is looking to have the fire installed and displayed within their home.
If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
everyone was extremely helpful
the sales staff were very helpful with our choice of fire. Leanne kept us upto date with installation and Tony the fitter was extremely tidy and efficient.
I would score them all 10/10.
19 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Derek,
Thanks for your kind review.
It's great to hear that our showroom sales team was so helpful and that you were so impressed with the installation service.
Please don't hesitate to get back in touch if there is anything else we can do to assist,
Kind regards,
Direct Stoves & Fireplaces
Not a fireplace, pieces of limestone to be built
I believed my fireplace would arrive ready to put on the wall, but instead, it arrived in pieces which need to be assembled.no fixing glue or adhesive has been supplied to put the pieces together disappointed with that neither are the fixing brackets supplied. I had contacted Direct Fireplaces before delivery to ask about installing the fireplace and was told they had installers names whom they could give me.They did not mention they did not have any in Northern Ireland. I did not receive a fireplace, I received pieces of limestone to build a fireplace with which I paid a lot of money for. After two weeks these pieces are still sitting in my living room and I am having a lot of trouble getting the fireplace built. Although I had contacted Direct Fireplaces a few times thinking I had paid for a complete fireplace SUITE at no point was it explained to me that the electric fire was not included in the price I paid. This is most likely my fault for not double-checking everything. Even if I had bought the electric fire it would not have been guaranteed because I live in Northern Ireland. I am having a difficult time finding anyone to supply an electric fire, build the fireplace and attach it to the wall. Especially as I did not buy it from any reputable company in Northern Ireland. I will be sitting with very big heavy pieces of limestone in my living room until after Christmas and most likely into the New Year. Very disappointed and frustrated finding fireplace installers to work on a fireplace which comes from another company.
15 december 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Theresa,
Thank you for taking the time to leave a review. We are very sorry to hear about your disappointment and frustration, and we genuinely apologise that the fireplace has not met your expectations or been as straightforward to install as you had hoped.
We understand you were expecting the fireplace to arrive fully assembled. Unfortunately, a natural stone fireplace cannot be supplied in a single piece without a significant increase in cost and weight. A solid, one-piece limestone surround would involve substantial stone wastage during production and would be extremely heavy to transport and lift safely. For these reasons, stone fireplaces are supplied in sections and assembled on site, which is standard practice across the industry.
That said, we do appreciate how disappointing this was for you. We do try to make this clear on our website and in our communications. The product page includes an unpacking and installation guide (available as a downloadable PDF), and our order confirmation emails also state that the fireplace is supplied in pieces. We’re sorry if this was overlooked or not as clear as it should have been at the time of purchase.
Regarding the electric fire, we’re sorry for any misunderstanding. The fireplace is advertised as suitable for gas or electric fires, and our listings show images of both options for illustration. However, we do not state that a fire is included, nor do we list fire specifications, as these are supplied separately to allow customers to choose their preferred model. We apologise if this caused any confusion.
In terms of installation, the fireplace can typically be fitted by someone with good DIY skills or experience in light building work. While we do sometimes provide installer recommendations, availability can vary by region, and we apologise that this was not clearer for Northern Ireland. If you would like, we would be more than happy to talk you or your installer through the installation process and offer guidance to help move things forward.
We truly regret the inconvenience this has caused and understand how frustrating it must be to have the components waiting in your home. Your feedback is valuable to us, and we will take it on board to improve clarity for future customers.
Please don’t hesitate to contact us directly if you would like any assistance or advice — we are here to help.
Kind regards,
Direct Stoves & Fireplaces
Great product
Great product, brilliant installation experience and the fire looks fantastic
27 november 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Andrew,
Thanks for your review.
It's fantastic to hear that the installation went well and that you're pleased with the fire,
If you happen to need any further advice or assistance, please feel free to give us a call,
Kind regards,
Direct Stoves & Fireplaces
This fireplace is excellent
This fireplace is excellent. It heats the room very quickly and has great warming power. Delivery was smooth, and the driver was very professional.
21 november 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Both,
Thank you for your review.
It's great to hear that you've impressed with the heat supplied by your new fire, and that you were pleased with the delivery service.
Please let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Communication could be improved but they did eventually resolve my issues
Communication if you have a problem, which I did is abysymal. Something so simple to resolve has been completely ignored as has all my e mails. Fire is good but I seriously suggest if you are looking to purchase deal with a supplier that has good communication. Update 25/11/2025 Since this post the issues have been resolved and my impression now much more favourable. The only point I would make is that initially I received no replies to my mail and had to telephone several times and it would have been more reassuring to get replies rather than having to telephone
17 november 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Bryn,
We are very sorry to hear of any dissatisfaction with the service received.
We can see that on both occasions that you have contacted the Dispatch/customer service teams to report a problem, we have made an effort to coordinate with the supplier and have arranged a resolution ASAP.
When, most recently on 20/11/25, you reported an issue with the frame of the fire received, you were provided with an email update on the 21/11 and then a member of our customer service team also called you on 24/11 to confirm an outcome.
Our aim is to always offer the fastest and clearest correspondence that we can, though in busier periods response times can be longer than normal due to demand on services.
If there is anything else that we can do to advise, please don't hesitate to let us know,
Kind regards,
Direct Stoves & Fireplaces
Really pleased with the quality of the…
Really pleased with the quality of the fireplace and service you gave us delivered perfectly
14 november 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Angie,
Thanks very much for your kind review.
It's fantastic to hear that you were impressed by the quality of the fireplace received as well as the delivery service.
Please let us know if we can assist further,
Kind regards,
Direct Stoves & Fireplaces
Nuflame Fenton gas stove fire
Nuflame Fenton gas stove fire. Although this fire was not routinely stocked by Direct Fireplaces, the gentleman in the shop helpfully specially ordered one for us and arranged fitting. Direct Heating (Leanne) kept us well informed about the delivery and everything went well on the day. We're really pleased with the ease of obtaining our new fire and getting it fitted.
30 september 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi,
Thanks very much for your order and for your review.
We're glad that our showroom team was so helpful in finding the right appliance for your needs.
We'll also make sure to pass on your compliments to Leanne and the fitting team at Direct Heating Services.
Let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
VEXED -So far it’s fair to say I am…
So far it’s fair to say I am disappointed, my delivery of my new fire has not happened , I have emailed and had no response . I did speak to 2 members of staff because I had no tracking and they said it would be delivered .
I have had no delivery .
I had a tracking number with gives no details because the customer is DF and they would see the details .
I have waited all day and feel let down .
You need to be more transparent , and I ordered my fire over 10 days ago so no excuse for late delivery. My rating should have been a five star as ease of ordering , it will be changed if I don’t get my fire. Delivery communication is not correct .
Part 2 - so today the 7th November I was called be DF and the lovely Victoria said she would deal with the issue and my faith was restored . BUT again after waiting in 3 HOURS no delivery .
So apparently they did try and deliver yesterday and failed because they could not access the lane to my house .
I also have an ail asking me to change my rating and saying delivery would be today. Total 12 hours waiting ? No phone calls from the delivery company.
6 november 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Suzanne,
Our sincere apologies for any inconvenience relating to this order.
We can see that when you ordered, you requested delivery of the fire on 6/11/2025. When this did not go ahead as scheduled, we understand that Victoria in our Dispatch team contacted the courier on your behalf, and that they advised that the driver had marked this as incomplete due to a problem with access to the road and property.
Naturally, the driver should have contacted either yourself, our Dispatch team or the depot to convey this on the day and we can only apologise that this was not the case. As we're sure you can appreciate, and while such instances are thankfully rare, we are limited in terms of what we can do to prevent last-minute delays if we are not accurately informed by our delivery partners.
This said, we very much appreciate your feedback so that we can try and ensure the best possible service going forward.
We trust that the delivery has now gone ahead and that everything is okay with the order. If this isn't the case or if you need any further advice or assistance, please don't hesitate to let us know,
Kind regards,
Direct Stoves & Fireplaces
Very pleased with this Gas Fire
Very pleased with this Gas Fire, good quality, also delivered on time.
15 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Michael,
Thanks for your review.
It's great to hear that you've been impressed with the quality of your new gas fire as well as the speed of delivery.
Let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Catalogue of failures and zero accountability
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.
21 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Gill,
Thank you for your review.
We are very sorry for any issues experienced with this order.
We stress where possible that the delivery lead times shown on our website are approximate. While we appreciate that a number of delays had been experienced, we can see from notes on the order that our Dispatch team had, in each instance, contacted the supplier to find out more information and provide as accurate a lead time as possible.
Unfortunately, delays on the part of the manufacturer and the courier are often outside of our control as the retailer and we can only do our best to try and coordinate and expedite the process. This can be especially challenging in busier periods, because unfortunately seasonal demand can contribute to delays and complications which aren't always foreseeable at the point of sale.
This being said, we absolutely understand your frustration and are sorry for any negative experience in ordering with us. Please do let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Very Unhappy with Service
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.
30 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Tricia,
Thank you for your review.
We are sorry for any inconvenience relating to this order.
To clarify, the suite which you had ordered is suitable for flat wall installation and fitting to a normal 13-amp, three-pin mains electric socket. As such, this can be installed without the recess or building work required for some electric fireplaces, making this more straightforward than many equivalents.
The suite does however require some installation for the marble components onto the electric fire; due to the weight and nature of the suite, it is not possible for this to be transported fully-assembled.
We have asked that the website team revise the product description so that this is made clearer and can only apologise for any inconvenience. As our understanding is that you have not yet received delivery, our team had advised that it would be possible to cancel the order or choose an alternative should the minimal assembly that is required be an issue.
They had also recommended our installation team in the event that a quotation for professional fitting would be of interest:
https://www.direct-fireplaces.com/fire-and-fireplace-installation
Let us know if we can offer any other advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Easy to order
Easy to order, great communication, quick delivery, helpful delivery drivers and my new fire is awesome. Very happy customer!
20 oktober 2025
Review zonder uitnodiging
Antwoord van Direct Fireplaces
Hi Jane,
Thanks again for your order and for your review.
We're always thrilled to receive positive feedback regarding the ordering process and our delivery service.
If we can offer any further assistance, please don't hesitate to get back in touch,
Kind regards,
Direct Stoves & Fireplaces
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.