Direct Fireplaces

Darren Bishop
5 Star
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.
Wednesday 16th February 2022

Jane Gregory
5 Star
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.
Friday 4th March 2022

Steve Thompson
5 Star
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.
Thursday 27th January 2022

Gary Wale
1 Star
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.
Monday 19th July 2021

jason warner
1 Star
I ordered 3 items and payment was taken The 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 !!
Thursday 7th January 2021