Direct Fireplaces レビュー 287

Direct Fireplaces からの回答

2日前

Hi Keith,

Thanks for your review,

It's great to hear that our showroom staff was so helpful and that you found the right fireplace for your needs.

If we can offer any further assistance then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年3月11日

Hi Hannah,

Thank you for your feedback,

We are very sorry for any inconvenience. We appreciate that, as you mention, there was a delay in delivery of the fireplace suite and the surround was incorrect upon receipt.

As we're sure you can appreciate, both the initial delay and the time taken for the new surround to be delivered were due to factors beyond our control, as the goods in question are dispatched from our supplier. In both instances, our team worked to resolve the reported issues ASAP through coordination with the supplier, and can only apologise that it took as long as it did to have the complete fireplace in situ.

If we can offer any further assistance, please do let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年3月11日

Hi Neil,

Thank you for your review. We're glad to hear that you had such a positive experience in ordering with us and with our delivery services.

If we can offer any further assistance, please let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年3月11日

Hi Rachel,

Thanks for your review,

It's great to hear that the delivery went well and that you were kept suitably informed by our dispatch team and delivery partner,

If we can assist further then please don't hesitate to get in touch,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年3月9日

Hi,

Thanks for your kind review,

We're pleased to hear that your experience in our showroom was so good and that you were impressed with our sales advice and product range.

If we can offer any further assistance then we'd love to hear from you again,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年3月3日

Hi Dave,

Thanks for your kind review.

The New Forest 1600 is a very popular media wall fire and we're glad that you've been so impressed with this, as well as the customer service received from our team.

If we can assist further then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年2月23日

Hi Cathy,

Thank you for your review,

We are sorry for any inconvenience regarding this order. As we're sure you can appreciate, gas engineers are sub-contracted through Direct Heating Services and while we try to provide as accurate a picture of their coverage area as possible, this is still ultimately at their discretion.

Not all Gas Safe Engineers will work with LPG appliances and this can also affect lead times for fitting depending on the customer's location.

If we can offer any further advice or assistance then please don't hesitate to let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年2月18日

Hi Atif,

We are very sorry for any inconvenience regarding this order.

We can see that you were contacted by our Dispatch team the day after the order was placed, advising that the fire had fallen out of stock with our supplier and that this was on a February lead time.

Unfortunately, and as you will be aware, there appears to have been a further delay which was not communicated to our team. As we're sure you can appreciate, the Dispatch team would not have known to provide a further update without knowledge of the delay, as the fire in question is usually dispatched direct to the customer from our supplier.

This being said, we completely understand your frustration and if there is anything else that we can do to assist then please don't hesitate to let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年2月3日

Hi Barbara,

Thank you for your review. We trust that you've been enjoying your new fire,

If we can offer any further assistance, please let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年2月3日

Hi Elizabeth,

Thanks for your review.

We're glad to hear that our staff was attentive and that you were impressed by our range of showroom displays.

It's also great to hear that you order has now been installed.

If we can offer any further advice or assistance then please do let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年1月26日 に更新

Hi,

Thank you for your review. We are sorry for any negative experience in ordering with us.

We had requested further information from yourself through Trustpilot to be able to locate your order and investigate this matter further. Unfortunately, the email address which you have provided does not appear to link to an order on our system and when we have tried calling you to discuss this, we have not been able to speak to anyone.

We have located an order which we believe to be your own but would require confirmation of an order reference number to advise further.

Based upon the notes on our system for this particular order, we can see that our showroom team has in fact been in communication with Evonic Fires as the manufacturer. This was both to try and expedite an engineer visit and (by your request) to delay a scheduled visit because of a prior commitment.

If you can call our customer service team or email customerservice@direct-fireplaces.com providing your order reference number and any supporting information, we would be happy to advise further,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年1月23日

Hi Kenneth,

Thank you for your review.

We're glad to hear that you found our website easy to use, and that the fire which you've ordered has been a straightforward replacement for your existing fire.

It's also fantastic to hear that you'd recommend Direct Fireplaces based upon your ordering experience,

If we can offer any further advice or assistance then please let us know,

Kind regards,

Direct Stoves & Fireplaces

Direct Fireplaces からの回答

2026年1月6日

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

Direct Fireplaces からの回答

2026年1月6日

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

Direct Fireplaces からの回答

2026年1月6日

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

Direct Fireplaces からの回答

2026年1月6日

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

Direct Fireplaces からの回答

2025年12月23日

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.

Direct Fireplaces からの回答

2025年12月23日

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

Direct Fireplaces からの回答

2025年12月22日

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