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... Mehr ansehen
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
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... Mehr ansehen
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... Mehr ansehen
Unternehmen hat geantwortet
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... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
- Fachhandel für Kaminöfen
- Fachgeschäft für Haushaltsgeräte
- Geschäft für Dekoration und Inneneinrichtung
- Kaminbauer
- Heizungsanlagenanbieter
- Kessel- und Heizungstechnik
Über Direct Fireplaces
Vom Unternehmen geschrieben
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.
Kontaktinformationen
137 Wellington Rd North, SK4 2PF, Stockport, Vereinigtes Königreich
- 0161 376 4181
- sales@direct-fireplaces.com
- www.direct-fireplaces.com
Over 20 years trading
4,4
Hervorragend
372 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 92 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 48 Std.
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
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. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von 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. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von 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. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von 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. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von 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. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Bewertung ohne vorherige Einladung
Antwort von 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
Courier service very poor
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?
15. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Pam,
Thank you for your review.
We are sorry for any inconvenience relating to this order, and to hear that the parcel was left outside unattended. It is always our intention to offer the best service that we can, and we do appreciate your comments regarding the delivery and the opportunity to feed back to our delivery partner.
As we're sure you can appreciate, given that the package had already been received, in this instance our team would only have been able to suggest checking over the contents and ensuring that no damage had been sustained. This is so that we could arrange for any replacements ASAP if required.
If you do have any other concerns regarding the items received then don't hesitate to let us know and we'll be happy to assist,
Kind regards,
Direct Stoves & Fireplaces
The delivery was great
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!!
16. September 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Steve,
Thank you for your feedback regarding the fire received,
It's great to hear that you've found the flame effect on your new fire to be realistic,
If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
i have still not had my delivery after…
i have still not had my delivery after 3 weeks say coming on the 17 th been put back twice
15. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi,
Thank you for your order and our apologies for any inconvenience.
Unfortunately, at this time of year when demand for heating appliances skyrockets, delays in shipping and manufacturing can occur on occasion. This is often due to factors beyond our control as the retailer.
If we can offer any advice or assistance or if you need to discuss possible alternatives to what you had ordered, don't hesitate to contact 0161 376 4181 with your order reference number and we'll be happy to assist,
Kind regards,
Direct Stoves & Fireplaces
Delivery times misleading and incorrect.
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.
8. Oktober 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi James,
Thanks for your review. We are sorry to hear of any issues with your order.
It is true that it is a very busy time of year for heating sales, but it is still concerning that you have not received an update from the supplier regarding this delivery.
We've submitted a request through Trustpilot asking for further details from yourself (more specifically an order number or postcode) so that we can speak to our Dispatch team and investigate this for you.
If we can advise in the meantime then please don't hesitate to contact 0161 376 4181 (option 2) or dispatch@direct-fireplaces.com,
Kind regards,
Direct Stoves & Fireplaces
Pretty good but not perfect.
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.
10. September 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Alan,
Thank you for your review.
It's fantastic to hear that you found our prices to be competitive and that you were impressed with our delivery lead times.
That said, we are sorry for any inconvenience regarding the fire glass assembly. We appreciate your feedback which we will pass on to the supplier.
If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
So funktioniert Trustpilot
Auf Trustpilot hat jeder die Möglichkeit, Bewertungen abzugeben. Der Verfasser einer Bewertung kann diese jederzeit bearbeiten oder löschen, und die Bewertungen werden angezeigt, solange der jeweilige Nutzer-Account aktiv ist.
Unternehmen können über automatische Einladungen zur Bewertungsabgabe einladen. Diese Bewertungen werden mit dem Hinweis „verifiziert“ versehen, um darauf hinzuweisen, dass es sich um echte Erfahrungen handelt.
Erfahren Sie mehr über die verschiedenen Arten von Bewertungen.
Zum Schutz unseres Portals setzen wir auf eine Kombination aus spezialisierten Mitarbeitern und cleveren Technologien. Erfahren Sie, wie wir gefälschte Bewertungen bekämpfen.
Erfahren Sie mehr darüber, wie Bewertungen auf Trustpilot gehandhabt werden.
Hier finden Sie 8 Tipps für das Schreiben von Bewertungen.
Die Verifizierung hilft sicherzustellen, dass es sich bei den Bewertungen, die Sie auf Trustpilot lesen, um Bewertungen von echten Menschen handelt.
Anreize für das Schreiben von Bewertungen anzubieten oder selektiv zur Bewertungsabgabe einzuladen, kann den TrustScore verfälschen. Deshalb verstößt beides gegen unsere Richtlinien.