February 2024 by Candice Clarke
Bagged a bargain with an ex demo stove in the January sale. Quick dispatch and friendly sales, however as part of my order I purchased additional accessories to enable installation of the stove in my new home. These had to be ordered from the supplier. It took much longer than it should have to get the accessories which held up my installation and meant messing around more than one person my end and sitting in a freezing cold house ! DS were friendly (as was I, although many would have lost their rag I'm sure) and kept assuring me they were on their way and laid blame with the couriers (which apparently sent the shipment back to supplier. It was then not re-sent). Despite me badgering and asking to chase the supplier they didn't, until I did. We got there in the end. I did escalate the situation and complain about the time scale and customer service manager admitted the situation wasn't good. I asked for a gesture of good will for the inconvenience. All I got was the order fulfilled, weeks apart. Maybe I'm was too nice about it - if I'd kicked off I'd probably have got a part refund.
February 2024 by Carlo Ernesto Sarli
Direct Stoves sold me disappointment and frustration under the guise of broken stoves and terrible customer support.In January 2023, I embarked on what I believed would be a prudent investment with Direct Stoves, purchasing two stoves valued at over £5,000, with the expectation of shielding my home from the escalating costs of heating and adding the final pieces to a long house renovation. This anticipation was met with disappointment, as a series of unfulfilled promises and mismanagement unfolded.Despite assurances of availability, the stoves were not delivered until June 2023, a stark deviation from the expected timeline, 6 months later in fact. Compounding this delay, an undisclosed requirement emerged: the necessity for fitters to undergo specific training?a detail glaringly omitted from the product information, necessitating an unforeseen delay. I was hoping to use the stoves that winter but now I was resigned to wait the summer over and use them come next winter.Installing and fitting the stoves is costly as redoing the flues and hearths to regulations, amounted to over £6,000. In preparation for winter, I further invested in 750kg of pellets, a testament to my commitment and trust in the efficacy of these stoves.Tragically, this trust was misplaced. Within a month of use, both stoves failed, a dire situation made worse by the fact that they were integral to my strategy for mitigating heating costs amidst rising bills. To complement the stoves, I had installed smaller radiators in both rooms, based on the expectation that the stoves would serve as the primary heat source. This malfunction forced me to rely solely on these radiators, incurring significantly higher expenses than anticipated and defeating the purpose of my initial investment.In November, I sought resolution through Direct Stoves' consumer support, only to be met with a disheartening silence that has persisted into February. No solutions have been proposed, no technicians dispatched, no recognition of the inconvenience and financial strain their product failures have imposed.This experience has been more than just a financial loss; it has been a stark reminder of the importance of transparency, reliability, and customer service?qualities that Direct Stoves has demonstrably failed to uphold. The absence of accountability and the disregard for customer satisfaction are deeply concerning, highlighting a gap between what is promised and what is delivered.I share my ordeal as a caution to others who may consider Direct Stoves in their quest for heating solutions. The promise of efficiency and cost-saving has been overshadowed by a reality of malfunction, miscommunication, and missed opportunities for rectification. Let my experience serve as a warning: the investment in Direct Stoves may result in unexpected costs, complications, and a return to more expensive heating alternatives, leaving you colder and poorer than you might have anticipated.I?m now working with a solicitor to resolve the situation.
November 2023 by mike Lord
Waiting for a response which doubt will be forthcoming. My west fire primary lever has jammed.It?s still under warranty but West Fire states to report to Direct Stoves as a first contact point.Can not use the fire as the lever lets in air/oxygen. If they contact me I will star accordingly. The owner will read this so fingers crossed? It?s not a lot to ask ?
October 2023 by Sam Gower
Wouldn't even give 1 star been over a month since I placed the order nothing received, keep calling poor customer service. Been emailing say Would be delivered but nothing when phone up still hasn't been dispatched now in dispute to get a refund!
September 2023 by Harry Etherington
Great customer service after ordering wrong stove, plus cheapest place I could find for our log effect gas stove
May 2023 by Matt Dixon
When we opened the stove the back of the fire had been broken. Obviously had been dropped as there was old glass inside the stove but a new window had been fitted.Clearly been sold a dud but Direct Stoves customer service is appalling. It has been over 2 weeks and nobody has come back to me with a solution (replacement or refund). Despite numerous emails and phone call
April 2023 by Alister Stewart
Sent a damaged stove, couldn?t care less about the tradesmen i had waiting and had to pay for waiting around. Asked me to get the fitter to repair after forking out a shed load. Poor customer service. No interest in resolving anything
March 2023 by Lynn Sweeney
I am not someone who usually posts reviews but I need to commend Direct stoves on their excellent customer service.Julie and Lucy have been amazing in explaining our order and helping us through the process.Today we visited the shop and Lucy was so helpful,cheerful and professional and made it all seem so easy.Shout out to Mark as wellThanksLynn and Mike
January 2023 by MJF
Easy to order, cheaper than other places I had looked at, the stove I wanted was in stock and it all arrived on the day it was requested (delivery man was great too). Through my own fault the flu liner was too big to fit in my chimney, I emailed/spoke to Sarah at direct stoves, she replied quickly and, surprisingly, they accepted a return on the flu liner kit I had attempted to fit even though it had small marks from trying to fit it. I took the flu liner kit back to the warehouse myself and Craig was helpful and friendly. refund was processed quickly. Cant fault them.
January 2023 by Gina Edwards
What an amazing company , ordered on Sunday delivered on Wednesday no fuss turned up on time beautiful stove ?thank you so much .
January 2023 by Max Reeves
I contacted them in August to get a replacement after my stove door had warped while under warranty. First they tried to say another firm must have sold it to me as they couldn't locate their own invoice number. Then, and for the next 7 weeks, there was a chain of unanswered emails from me with them seeking additional information with the clear objective of not honouring the warranty. Eventually they got what they were seeking - the installation was too close to the back brick wall compared to the guide. How this could warp the front hinges is a challenge to physicists. Poor customer service and warranties that should not be relied upon. I'd shop elsewhere.[update after their comments to correct innacuracies]1) steel expands at 0.07% for each 100f so the maximum expansion of the box is less than an inch and the box was free standing.2) There is no form of physics that links that to warped front panel/hinges after 4 years use.3) I sent you the order number on 31st August 2022. That day you responded with "Could you confirm that you purchased the stove off us at Direct Stoves and NOT Stoves Direct? They are two different companies and that order number does not relate to our system". I then sent you the original order confirmation email on 3rd Sept. I got no response and chased on 7th Sept. You responded on 14th Sept with "When this stove was purchased we were not a Stovax dealer and the number you have given us does not relate to our system". I sent you your order email again that day. A fortnight later (30th Sept) I chased that up as you hadn't responded. Then the various questions about installation started once you had apparently accepted that you had actually sold me the stove. What I have said is undeniable because they are the facts and this is clearly poor customer service.
November 2022 by Martin Alan Bliss
Bad customer service, complete liars. Can anyone recommend a decent company?
October 2022 by James Beaumont
Awful communication, we are still chasing a product that was supposed to arrive 2 weeks ago. Customer services actually told us they don't know what is happening.
October 2022 by paul roberts
I first came across Direct Stoves when after checking the prices of the multi fuel stove I wanted, which was a Vega Edge 200sl.I had a price from a local shop which was £1200 and found it was £795 with Direct Stoves.After reading some of the reviews I was a bit apprehensive as some were negative but enquired nevertheless.I was put through to a call handler, taking calls on behalf of Direct Stoves who took my name and phone number and said someone would be in touch soon.At this point I didn?t hold out much hope and continued to search more companies to phone.Within 2 minutes I had a phone call from a lovely lady called Lucy Riley.I told her in the first instance that I had read the reviews and had read a few negative ones and she completely put my mind at rest.I ordered my stove, adapter & stainless steel 904 grade flue which didn?t take long and was told that there would be 2 separate deliveries which would be 5 days later (on the Tuesday).Lucy ended the conversation telling me that if I had any issues whatsoever, to phone up or email her and she would get back to me.On the Tuesday morning, I had 2 separate deliveries as promised which were both well packed.The only issue I had was that I was sent a 6? to 6? adapter and I needed a 6? to 5? adapter as the flue was 6? and the black chimney flue from the stove collar was 5?.I emailed Lucy and she phoned me back within 15 minutes as promised. Lucy apologised and sent me the adapter I needed the next day.The stove has now been fully fitted although we have not used it yet.I just want to thank Direct Stoves especially Lucy who is a star! She helped me every step of the way and put my mind at ease from the moment I enquired about the stove. The delivery dates were bang on and the whole transaction was seemless.I would highly recommend and would definitely use again.Thank you so much!Paul R
October 2022 by Ian M
Be aware of requiring a 2 man delivery team as it does not exist and they only inform you once payment accepted then deny its in the Key delivery conditions except it is???.para 3.?Please note that if you live in a property that might have access issues for this type of vehicle, please let us know in advance to avoid disappointment. We would recommend using the 2-man delivery service in these cases as they use smaller vans and can help you in to your house with the items. If we are unable to deliver due to access issues, we would have to charge a redelivery fee which would be dependent on costings for arranging a non-standard vehicles?