October 2023 by Anthony
A very good telephonist - well mannered, patient, helpful, understanding..., especially for a Saturday afternoon.
August 2023 by Bill
I had 4k budget to spend on a gas fire suite but this company does not bother with customers. My advice is GO ELSEWHERE - I did.
March 2023 by user2018 user2018
Wouldn't recommend this place. One of my friends recently bought a fireplace and it doesn't work. Numerous emails and nothing absolutely disgusting service wouldn't recommend to anyone!!!!!
March 2023 by Jane jeffels
Fabulous fire at a very competitive price, really fast delivery,Excellent customer service from Nick, prompt reply within the hour of a query.Wouldn?t hesitate to recommend such a great company. Thanks
October 2022 by P Scholefield
Sent these awful unprofessional people 2 emails (as requested) so I could cancel my undelivered fireplace. It?s now 3 weeks later and still not been refunded. I?ve had to open a PayPal claim to get my money returned and still they try and ignore the PayPal claim. I even provided proof with screen shots of my emails to them instructing the cancellation of my order.My advice from dealing with these undesirable unprofessional people is don?t! Buy from elsewhere!UpdateI see you?ve ?finally? replied to one of my communications. As you know, I?ve emailed you twice over a two week period requesting cancellation. You completely ignored both my emails.I then had to open a PayPal claim which again you still refused to refund me even though I again & again requested cancellation. PayPal intervened and eventually I got a refund thanks to PayPal making a decision on my case, no thanks to you. If you?d of simply done what your customer asked I wouldn?t have to let your potential customers know just how bad you are. Would I?For your information, we?re now installing a multi fuel stove rather than the fireplace I originally ordered from you. Obviously I won?t be ordering the stove from your chain of stores.Good riddance I?ll buy from elsewhere from now on.
March 2022 by Jane Gregory
Really refreshing to deal with a company that values customer service. When we received our fire surround, it was darker than we realised and asked if it could be replaced. Nick from customer services was really helpful, contacting the manufacturer to ensure they could supply what we wanted then arranging for the swap to be made.What impressed me was the way he took the time to call and keep me informed throughout. He then followed up afterwards to ensure everything had been sorted out. Full marks to this company.
February 2022 by Darren Bishop
Super service from start to finish. The pre-sales team very helpful (Anthony) which when you consider upwards of a £2K investment, its good to know the supplier is supporting you as regards the items for install. The customer services team (Nick) was great post sale in terms of my over order to take back and arrange delivery. First Class - Well done guys glad to see a business taking customer satisfaction seriously. Darren.
February 2022 by Steve Thompson
Following cosmetic issues with my new Flaval fire, I have been dealing directly with the company and in particular with Nick. Customer Service has been first-rate and the new parts have been delivered very quickly. The liaison between the company and supplier appears to be very good and as a result my issue has been dealt with to the highest standard. Many thanks to all concerned.
December 2021 by Brian Walters
Wide range of gas and electric fires. Very helpful and friendly staff. Found exactly what we wanted. Highly recommended.
November 2021 by Chris Berry
Terrible company to deal with. Customer service team are one of the most unhelpful teams I have ever dealt with. Use another company wherever possible if you want to avoid issues.
August 2021 by Gary Wale
Where to begin. If you want to make a quick decision on where to order your fire from then take my advise and go elsewhere. If you want to know the reasons then read on...March 2021 I ordered a fire from Directfreplaces. The fire was delivered in a timely manner, in fact the day before I was expecting it, therefore I was not home for delivery. It was a large electric fire weighing 35Kg and costing over £800, however the delivery company decided it would be best to leave it on the pavement in front of my house and not notify me of delivery. I rarely use this door and realised it was there on the way to the shop the next morning. £800+ sat on your doorstep for hours is not a great start.Oh well, I thought, lets open it up and take a look. Damaged! Unsurprising really considering the care of the delivery. Time to contact customer care to get this sorted. Here is where I met Sarah Blackshaw who, to her credit was always available via email. However she failed to get the delivery company to come out at times requested and I had to instruct and pay them myself to get the item collected. This took weeks of back and forth stating they were unable to get a date of my choice selected. Infuriated I decided to contact them myself. 5 minutes on the phone myself to the delivery company and this was organised.Once this was sorted I had to wait a further 4-5 weeks until my money was refunded. When this was actioned I was not advised of this either.All in all it took about 10 weeks and countless emails to try and get a refund for faulty goods.It would be best to avoid this company if you want things done in a decent timescale.
July 2021 by Saul Goodman
Had the worst experience buying a Celsi fire from this company, I was sent a faulty fire, the replacement was used and faulty too, I was messed around for weeks, and refund took months. I never write reviews but my experience was sooo bad I just had to. Avoid at all costs.
March 2021 by jason warner
I ordered 3 items and payment was takenThe flue came quickly, the chamber was a while later and finally the beam much later after several reminders. Plus it looked far more stressed than the pictures and the fixings were unsuitable so collection was arranged.Their terms say hassle free. Plus they advertise free delivery. Yet way down their terms it now says for returns you pay delivery both ways which is substantial as everything seems to be sent individually and they are intransigent. Buyer beware !!
March 2021 by Adrian Butt
An absolute shambles. Purchased and paid for two items - appears that they don't even have one item in stock despite taking my money. They couldn't deliver to my company as they claim not to have a phone number , but did have the address - ever heard of Google? Had to send my own driver from Chester to Halifax to collect - no apology or any discount for the inconvenience. Avoid at all costs.
September 2020 by Tom Bell
Waited and waited for a call from Anthony and from another chap Paul I think . I felt like I was pestering them to buy something from this online company. All I wanted was a price check on another fire package before I made the order! Genuinely shocked at the level of customer service!! Fire and fireplace ordered locally now. You can call me if you want I?m sure you have my number I checked over and over when I chased you up. Tom
