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
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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.
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Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
AVOID IF POSSIBLE!
AVOID IF POSSIBLE!! I sincerely believe the business model of this company is to promise a fast delivery (supposedly two days) so that you fall on the trap of ordering from them instead of the many other options available at the same price, and then simply not fulfilling their promises with out of stock and delivery issues that are not real.
I ordered a Kamado Joe BBQ that was supposed to arrive in two days. I was contacted on the day in which was supposed to arrive saying that it was out of stock (although the web page continued showing that the BBQ was on stock). At the same time they created a promotion that said that you would receive a free DoJoe with any delivery. I asked if this would be also the case for my order and that if not I would have rather cancelled and order again, to classify for the promotion. I was begged not to cancel and promised the DoJoe. It is going to be 2 months since I first ordered next week, and I have still not received the DoJoe (the BBQ arrived 3 weeks after promised).
Dealing with this company has been a complete nightmare, they are unresponsive and unprofessional, I should have ordered from somewhere else and would have been enjoying my order for months!!
18. April 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Diego,
Thank you for your feedback.
We are sorry for any inconvenience regarding the order placed. Because of the unprecedented demand for outdoor heating appliances within the last few months, there have been some occasions where items have fallen out of stock unexpectedly before the website could be updated to reflect this. This has then necessitated awaiting new stock from the relevant supplier(s).
Our dispatch team has been chasing the supplier for the DoJoes to try and ensure that these are delivered to customers ASAP. Because the delay has been on the part of the supplier, we are to a certain extent reliant upon whatever information they can give us insofar as lead times. In your case, because you had purchased the BBQ shortly before the free DoJoe promotion came into effect, our team had agreed as a gesture of goodwill to have the item sent on a later delivery.
Our apologies again for any frustration. If you are in need of any further advice or updates then please do not hesitate to contact Dispatch via 0161 376 4191 (option 2) or email dispatch@directstoves.com.
Kind regards,
Direct Stoves & Fireplaces
Great service from start to finish
Great service from start to finish. Fireplace was fitted within 2 hours, my lounge was left perfectly clean+tidy afterwards. Would highly recommend.
22. Mai 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi,
Thank you for your review.
We're really pleased to hear that the service received was so good, and that the fitting was so quick and easy.
Your recommendation would mean a lot to us. Please don't hesitate to contact us should you need any other advice or assistance.
Kind regards,
Direct Stoves
Fantastic customer services
I have yet to install the fire as it is going in a new build but the customer service I received whilst choosing my fire was excellent!
9. Mai 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Lara,
Thanks very much for your kind review.
We are very pleased to hear that our sales team was so helpful, and that you were impressed by the customer service received.
If we can offer any further advice between now and fitting, then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Good advice on choice of fireplace and…
Good advice on choice of fireplace and fire. Quality products at reasonable prices and good customer service.
6. Mai 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi David,
Thanks for your review.
We're glad to hear that you were impressed with our selection of fires and fireplaces. We also really appreciate your positive feedback regarding our customer service.
Please let us know if we can offer any other advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Damaged products - no reply contact.
We are left with no choice but to leave a negative review after multiple opportunities have been given for this business to rectify continuous problems.
We ordered for the supply and fit of a fireplace in October 2024 with installation to take place prior to Christmas.
The day before the original installation date I was called to say they do not have the correct fireplace in stock but can install a show room fire until the one ordered arrives in store.
January arrives and nothing.
February arrives and on the day we are supposed to have our ‘brand new’ fire installed- we receive a call to say ‘it has been damaged on the van’ and that it’ll be another few weeks.
Eventually a new fire is installed- unsurprisingly by now the product is damaged and defective.
Time and time again we have chased for updates, a replacement and or even compensation but NOTHING.
This firm simply does not care.
For the benefit of the firm if they care to read this review, my intention for transparency is to now leave regular and continuous negative reviews until my complaint is resolved in a satisfactory manner.
8. Mai 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Michael,
Thank you for your order and for your feedback.
We are very sorry for any inconvenience. We appreciate that there have been a number of delays on the part of our supplier and can only apologise for the frustration caused.
When notified of the initial delay, our team had offered the showroom ex-display model while awaiting the new item. Had our showroom been given more notice of the delay and the subsequent damaged items then we would of course have made you aware ASAP. This is something that our management team has in fact raised with the supplier, so that we can offer the best possible service going forward.
While we do understand your disappointment under the circumstances, we would stress that our team has worked to the best of their ability to resolve the problems reported as completely and efficiently as possible. As recently as Friday 9/5/25, we have been in contact with the supplier to expedite the delivery of the replacement to yourself,
In the meantime, if you are in need of any urgent advice or assistance then please don't hesitate to get in touch,
Kind regards,
Direct Stoves & Fireplaces
Very helpful advice in-store and quick
Very helpful advice in-store and quick, efficient fitting of my new fire with no mess.
17. April 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Vivien,
Thanks for your kind review.
We're very pleased to hear that you found the advice received in our showroom to be helpful. It's also great to hear that the fitting of the new fire was quick and efficient.
Please do let us know if we can offer any other assistance,
Kind regards,
Direct Stoves & Fireplaces
Buy elsewhere
Buy elsewhere - paid for fire and installation only to report issues with no heat from fire. Was abruptly told not their problem and to speak with the manufacturer - Euronics. Euronics very difficult to contact due to their reduced working hours and small number of engineers covering the UK, so took months for an engineer to be available in my area. Engineer immediately discovered that the fire had been incorrectly fitted and the chimney left open. Hence cold air only from the fire. This was something DF should have diagnosed immediately I raised the problem but as they point blank refused to engage I was left though the Winter with no heat from the fire. When I complained to DF whilst the Euronics engineer was at my home he was treated to overhearing the rudness of the DF salesman. When I asked for the fitters to return to block the chimney as I had already paid them to do, I also asked for compensation for being without the fire for the Winter months. I was offered £25 (paid £1000 for the fire & installation) and received a very rude email stating that unless I accepted the miserable amount by the next day then the fitters would not return! Needless to say I have not accepted the £25.00 and the fitters did arrive the next day to do what they should have done and block the chimney. It seems that the £25.00 was more important to them than customer service. Buy Elsewhere.
12. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Maggs,
Thanks for your review. We are sorry for any disappointment in the service received.
We can see that when the issue was reported to our showroom team, they had recommended logging the fault as per the manufacturer's normal warranty procedure. A sales manager has contacted you since the site visit was carried out to advise of the following:
"You initially reported an issue with the fire in mid November and the manufacturer closed the service call-out on the 15th [advising that this had been] resolved with yourself. According to the notes on your order there had been no further contact from you with us until yesterday when you rang to say that the manufacturer’s engineer was at your property and identified that the chimney was not sufficiently sealed for the appliance.
Their records show that you contacted them on Jan 24th to say that you were having a problem with the fire cutting out. I appreciate that if your chimney draught had been sufficiently restricted, you may not have experienced the fire cutting out but of course we are only able to address issues we are made aware of, which in your case we were not.
When we became aware yesterday [as of the 15th March 2025], we were then able to arrange to come and remedy the situation within 2 days."
The manager in question had reconfirmed the offer of a £25 goodwill gesture, and if this would still be of interest you can of course contact our team to make arrangements.
Kind regards,
Direct Stoves & Fireplaces
Great staff at Bromsgrove showroom
Great staff at Bromsgrove showroom . Efficient and professional. Fast delivery ,perfect communication and the fitters were on time and did a great job . Fire looks great .
17. April 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 with the service received through our Bromsgrove showroom. We'll be sure to pass on your compliments to the fitting team.
If we can offer any further advice or assistance then please do let us know,
Kind regards,
Direct Stoves & Fireplaces
The delivery was fraught with problems…
The delivery was fraught with problems and was weeks behind promised date. We chose the fire because it was said to be in stock and delivered within 48 hours.
This was not the case but of course we didnt find out till it was ordered and paid for. trying to get information was tricky too. Main thing is dont use a company that deliver by XPD. Havent used fire yet but looks ok.
4. April 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi David,
Thanks for your review.
We are sorry for any inconvenience relating to the delivery. It was only upon placing this order with our supplier that we were notified that this had fallen out of stock and given an updated lead time.
Our Dispatch team made sure to notify you as soon as they could. We can also see that they had been in contact with the supplier and with the courier, to try and resolve the delays experienced as quickly as possible.
This being said, we do appreciate the inconvenience caused and it's good to hear that you have been satisfied with the fire in question. Please don't hesitate to let us know if we can offer any further assistance.
Kind regards,
Direct Stoves & Fireplaces
Easy purchase
The sales person was extremely helpful and put me at my ease. Answered all my questions and the ordering was very simple
25. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi,
Thank you for your very kind review.
We're pleased to hear that our sales team was so helpful, and that you found the ordering experience through Direct Fireplaces to be simple.
If we can offer any further advice or assistance then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Love my New Forest 1600 fire
Love my New Forest 1600 fire, makes the room more comfy & homely🥰
1. April 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi,
Thanks very much for your order and for your review.
It's great to hear how pleased you are with the New Forest 1600 electric fire. This comes highly recommended for its realistic fuel bed and flame effects and its welcoming, panoramic glass display.
If we can offer any further assistance, please don't hesitate to give our team a call.
Kind regards,
Direct Stoves & Fireplaces
Ordered fireplace that was advertised…
Ordered fireplace that was advertised as in stock and paid for it after talking to the direct fires staff.
At that time they did not inform me the fire was not in stock. Not until I had made payment did I get notice it was not in stock and I would have to wait 4weeks .
Informed me a of a delivery date after chasing them and delivery was actually a week late.
Very poor communication and should not advertise items as in stock when actually not .
17. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Wayne,
Thank you for your review.
We are sorry for any disappointment or confusion regarding the lead time for your order.
We appreciate that there was an error made on the part of our team, and appreciate your feedback regarding your experience so that we can try and ensure the best possible service going forward.
If there is anything else that we can do to assist at this stage, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
Antwort von Direct Fireplaces
Hi Timothy,
Thanks very much for your kind review.
It's great to hear that your experience in ordering with us was so positive.
If we can assist further then please do let us know.
Kind regards,
Direct Stoves & Fireplaces
Visited Cheadle showroom.
Visited Cheadle showroom, lots of choice available. The staff we spoke to were helpful both in the showroom and afterwards on the phone. Order was delivered on time and because we did not have room to take immediate delivery, fire was held over in their premises and delivered on the requested day, taking count of our availability to assist unloading.
7. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Michael,
Thank you very much for your kind review.
It's great to hear that the Cheadle showroom team was so helpful and that delivery was convenient for yourself.
Let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Great looking product but disappointing customer service
Ours was an easy sale as you were recommended to us by Bluebell and we had a good idea of the type of fire we wanted. We saw an example of this in the showroom and ordered it as seen. Unfortunately, when it was delivered, the crystals had not been included and upon querying this we were told that “You will have to come back to the showroom and pick up the crystals yourself”. Not great customer service with the customer having to make good the store’s error.
1. April 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Stephen,
Thank you for your review and for your order through the showroom.
We are sorry for the issue reported with the fire in question. It is always our intention to offer the best and most convenient service that we can, and we are sorry to hear of any dissatisfaction with your experience.
If you can email customerservice@direct-fireplaces.com with your order number, we will be happy to investigate this matter further.
Kind regards,
Direct Stoves & Fireplaces
Delivery info very suspect
Reviews are useless unless they are honest. So here goes. My wife and I went to a showroom in Cheadle , saw an electric fireplace suite we really liked and purchased it on the day for £1649 including a £50 new buyer discount. We were told by the salesman that the item was in stock and would be delivered within 5-7 days and the delivery was included in the price. Their website confirmed the same also. After 7 days we had heard nothing from them so I called them up and after a chase up by Claire we were told the delivery was delayed due to a part not being available 🤷🤷🤷.. she called me back later and told us the item would be delivered 3 days later. A confirmation e mail said between 9.00 am and 6.00 pm.
The day came and I had arranged some muscle due to the fact the website / message details said they only do a kerbside delivery. At nearly 12 noon Claire rang and said it won’t be delivered today. No real reason given but it will come tomorrow. I asked why it was midday before I was being told and again no real explanation provided. I was annoyed as so much planning had gone into the day as we were going on holiday two days later. She said she had helped me sort out the delivery 3 days earlier and so I politely reminded her that it was me who had to chase them to find out what was happening and not the other way round. Didn’t seem to care and said they offer no compensation or goodwill gesture for the inconvenience I had been afforded. So take it or leave it. I put the phone down on her as I was so angry. The item was delivered midday ish the following day… one man delivery. My son helped him unload it and brought it into the house. The item was as purchased and we are happy with it. Communication poor / delivery info via sales techniques is suspect, but otherwise a great product. No further contact after delivery until asked for this review.
18. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi David,
Thank you for your review.
We are glad to hear that you have been pleased with the electric fireplace suite now that it has been received, and we are sorry for any inconvenience relating to the delivery.
Our Sales team had advised of estimated delivery based on the supplier's normal lead time. It was only upon ordering this that our Dispatch team was told that a part was to be confirmed, and they contacted you as soon as they were made aware to keep you informed.
Dispatch then arranged an expedited delivery through the pallet service, as a gesture of goodwill and in recognition of the inconvenience to yourself. We appreciate that there was a further 24-hour delay on the part of the warehouse for our delivery partner and can only apologise for this. Unfortunately, while such complications are thankfully rare, shipping delays can and do happen on occasion, often due to factors beyond our control. Again, our own Dispatch team made sure that this was on an expedited service, at no additional cost to yourself, to try and ensure that this arrived with you ASAP.
If there is anything else that we can do to assist at this stage, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
These guys need to get their contract…
These guys need to get their contract with their delivery partner sorted out. I deliberately went with this company because of the guaranteed 48 hour delivery. 5 days later and still have not received it. I don't mind a delay, but it's the lies and incompetence of the haulier service that means I do not trust anything I hear now. I cannot fault the service, advice and support from Damien in sales. Nor Claire from customer services ... but I now just want my money back.
27. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Michelle,
Thank you for your review. We are sorry to hear of any negative experience with our delivery partner.
We can see that you had processed an order with our sales team on the 21/03 which was then due for delivery on the 25/03 (48 hour/two working day expected delivery, excepting weekends). We appreciate that this was not delivered as anticipated on the 25/3 and that our dispatch team then had to chase this for you on the 26/3 to indicate a delivery slot that day.
We aim to fulfill any and all orders by the time frame recommended at the point of ordering. This being said, as we do use third-party couriers for deliveries we cannot 100% guarantee delivery times and can only apologise for the 24-hour delay.
Our delivery partner had provided a POD (proof of delivery) for this order and we take it from subsequent correspondence with our Dispatch team that the pallet was left with an immediate neighbour, such that you will have now received the goods.
If there is anything else that we can do to assist at this stage, please do let us know,
Kind regards,
Direct Stoves & Fireplaces
End to end was an easy and perfectly…
End to end was an easy and perfectly completed task. The installer Tony was simply amazing. Fantastic finish. Thank you
13. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Steve,
Thank you for your kind review.
We're glad to hear that the process of ordering through our showroom and booking installation was so easy. It's also great to hear that Tony was helpful and that you're impressed with the completed fireplace.
Please don't hesitate to let us know if we can offer any further advice or assistance,
Kind regards,
Direct Stoves & Fireplaces
Fireplace I chose arrived in a timely…
Fireplace I chose arrived in a timely manner and at a good price. Delivery was carried out professionally with no problems.
7. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Ian,
Thank you for your kind review.
It's great to hear that delivery was carried out as quickly and professionally as we've come to expect. As you will be aware, we generally offer free one-man delivery through the UK mainland so that customers can receive their goods as affordably as possible.
Please let us know if we can offer any further advice or assistance.
Kind regards,
Direct Stoves & Fireplaces
Disappointed!!!
Purchased a fire fairly local to home, wasn’t told there would be a 5 to 6 week wait, that wasn’t a problem as such but I was never updated on delivery . When I contacted the seller I was told they would ring me back, they didn’t . I contacted head office who promised they would ring me back, they didn’t, Eventually I got a delivery date……the fire arrived with just one man, no way could he carry the fire which was on a pallet, I had to help carry it into the flat down a flight of stairs ( I had open heart surgery 5 years ago ) not ideal. I fitted the fire but came to remove the glass to set the logs and the glass was impossible to move , I contacted Direct Fireplaces who told me I had to make a claim under warranty ….bearing in mind I had only received the fire that day I find that strange……2 weeks later I’m still waiting for an engineer to call !! The only good thing was the price which was very competitive!
10. März 2025
Bewertung ohne vorherige Einladung
Antwort von Direct Fireplaces
Hi Colin,
Thank you for your review. We're very sorry to hear of the issues experienced with the order and delivery.
If you would be able to email your order details to customerservice@direct-fireplaces.com, our team will be happy to look into this matter further and help to find a resolution with the supplier.
Let us know if we can offer any further assistance in the meantime,
Kind regards,
Direct Stoves & Fireplaces
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