Direct Stoves Reviews

Great customer service by Julie and Lucy who handle the orders and installation at Direct Stoves.
Julie and Lucy were able to explain the process clearly,and they replied to me by email promptly.
We went to the shop today and it was a pleasure to meet Lucy who dealt with our order professionally and she was so cheerful and welcoming.
Also thanks to Mark who came to inspect the job.

We ordered a stove which was supposed to be in stock just after Christmas. We’ve paid for it online and as it was still Christmas closure we sat back and waited for an update in the New Year. Well, first we were informed that the stove was out of stock and we have been given no further information about a delivery date. We have tried to telephone Direct Stoves but their phone line doesn’t seem to work, and we have emailed but have not had a response either. This is very concerning as they have nearly £3K of our money. Please contact us!

We decided to research the purchase and fitting of a log burner and spent a considerable amount of time debating upon which of the many companies to use. Direct Stoves were the most helpful and informative company in the area. We were welcomed into the showroom, given help when needed and supported well with our decision. No pushy sales techniques, just helpful guidance and zero pressure.Lucy was brilliant, competent with her knowledge base, and thorough with the ordering and delivery process. The stove arrived when promised and we are delighted with the outcome! Many thanks Lucy! Neil & Sarah

Ordered early Sep, was told it would arrive early Oct (which is long enough!). No stove. Then told end Oct. It's 8th November, still no stove. I've just requested a refund.

I finally have my stove three weeks later than planned and with a lot of hassle in between. I know the queens funeral got in the way but the mixed messages I had were beyond a joke. When the stove arrived the register plate and flue that were part of the package were missing but a very kind lady called Sarah got them delivered to me today.
It would have been nice to receive a little remuneration especially as it will most likely be weeks now before the fitter can fit me in.
A log basket wouldn’t go amiss by way if an apology ??.
That said it is a lovely stove and I can’t wait to get it in and try it out.

I was contacted by Adam ,I believe to be the owner of Direct Stoves , he didn’t have to contact me however he did , I can only say thankyou for doing so . I was given a ‘ blow by blow ‘ account of what went wrong and how he was trying to resolve these problems and he was apologetic , which I appreciated . The issues I encountered could be alleviated if the customer service team were more like their boss ! Thankyou Adam ! PS. Thanks for attempting to find an installer and for the Log Basket .

Absolutely shocking customer service experience. Zero communication from Direct Stoves around delivery day and times such that they then said I’d have to pay an additional £40 for delivery. They then delivered two stoves on a day I told them I was not at home. Luckily I was still on my driveway. I was honest and highlighted this mistake but have received nothing for this nor for the total lack of customer service. Think twice about giving your custom and read the reviews!!!

Also some parts are missing from my order!

I ordered a stove online from direct stoves, it should have been delivered on the 7th of October. I waited in all day, at 12.10 I rang them to confirm that delivery would be made, a man answered and said I'll ring you back, he didn't. I rang again at 5.10 only to be told that it hadn't been picked and would be delivered today.
This morning my stove arrived and a flimsy little piece of metal that was way too small to be called a retaining plate.
No gloves, no flue pipe and no carbon monoxide detector.
Thanks to Rotherham fireplace centre I was able to complete my job today, they were really in their game.
I wouldn't touch direct stoves again, absolutely rubbish.

Waited in last Wednesday for a delivery of stove! Phoned and emailed eventually got through, oh delivery has been delayed a day because of queens funeral (no email/phone call to tell me). Phoned Friday to Wednesday to find out where free fitting kit and liner are. Eventually Thursday liner turns up! Friday fitting kit turns up, just brilliant for the working person to sort out deliveries with no notification. Stove not up and running yet but looks good. Decent communication would help!

i purchased a stove recently they added and charged me for mirror glass which i did not request i called and got a refund .however on delivery the free reg plate was not correct for the stove called straight away they offered a replacement but had fitters on site that day was told they would refund the cost of plate i had to buy £77-95 no refund given sent two e mails NO responce

I would recommend buying a stove from Direct Stoves. Having ummed and aaad about getting a more expensive model from a shop in town, I took the plunge on an Ekol 5K multifuel, based on one or two good reviews I could find online. The item arrived on time and is excellent quality, just what I was after. Unfortunatley some of the packaging had come lose and the paint was badly scratched down one edge. I logged this with the customer service who were so helpful and offered a gratuity for the trouble of repainting this section. A great demonstration of how to resolve a customer issue quickly and effectively.

When I was searching for my stove I came across this site. After reading some negative comments I was sceptical if I should trust them. But finally i decided to give them a go and I didn't regret it. the stove came on time and there was no issues with it.

My installer said he couldn't match Direct Stoves' price for his recommended Charnwood. The stove was delivered promptly to my front door. After installation, I needed help to complete the 10 years guarantee process: this was provided cheerfully, swiftly, and effectively by Mike Daly in the Customer Service team.

Couldn't be more impressed! After shopping around for our second wood burner for another room, we happened across Direct Stoves and our search stopped. Speaking to Lucy put our minds at rest, as she helped us to choose the right stove for us. Her knowledge, professionalism and humor was what gave us the confidence to buy. Like most people, buying a stove is a considered purchase but she made this very easy for us. The delivery was smooth and hassle free. We would have no hesitation in recommending Direct Stoves.

Absolutely brilliant service. This is the second time I’ve bought a log burner from this company. On my second order I mistakenly bought the wrong sized stove and called them to help me rectify my mistake. Lucy was so, so helpful and sorted it all out in minutes. She took the time to find me the right stove and gave me great advice. Having had lots of staff throughout my career I can say that she’s a real asset to Directstoves.