Direct Fireplaces Reviews
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Reviews (20)
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Lisbon Gas fire package purchase
I recently bought the Lisbon Gas fire package and I couldn't be happier with the whole experience. When I ordered online, they kept me updated at every step. On the day of delivery, they called to give me an estimated arrival time, and the driver even waited while I checked the goods to make sure everything was perfect. The next day, when I called for fitting and cleaning advice, the staff were really helpful and knowledgeable, and they quickly emailed me all the details I needed. The customer service was outstanding, and the product itself is great value for money. I would definitely recommend this company to anyone looking for a new fireplace package.
Gas stove purchase
I recently bought a gas stove online and I must say, it was a brilliant experience with this company. The product was top-notch and it arrived in just 2 days after ordering. The price was very competitive compared to other stores, so it was definitely worth the money. The delivery was smooth and efficient, the stove arrived safe and sound thanks to the great delivery guy. And when I made a mistake with my order, a quick phone call sorted it out and the missing piece was delivered promptly. Overall, I'm really happy with the quality and service from this company and I would definitely give them a 5-star rating. Thanks for a fantastic experience!
Celsi VR Designer log fire
Direct Fireplaces were really reasonable with their prices and they had a good chat with me to keep me in the loop. I ended up buying the Celsi VR Designer log fire and I'm absolutely loving it! I found out that these fires are actually made right here in the UK, so if I ever need any replacement parts, it should be a breeze to get them. The only hiccup was that they initially sent me the wrong colour trim (whoops, Celsi's mistake!), but they sorted it out super quickly and sent me the correct one within just two days. I would definitely recommend both companies, they're stand-up folks.
Got fireplace insert
I recently got a really cool fireplace insert that looks amazing in my room. The sales team were really helpful and friendly. They even fixed a little scratch on it for me, so now it looks perfect. Big thanks to them! I thought the delivery was all sorted when I placed my order, but turns out it wasn't. When I called to ask about it, they quickly got everything sorted and my fireplace insert arrived on time and in great condition. The local fitter had no issues installing it, and now my room looks absolutely stunning. Just want to give a shoutout to the team for being so fantastic!
Electric fireplace insert
I am really let down by the service I got from this company. The electric fireplace insert I bought was faulty right from the start, always cutting out and getting too hot. When I got in touch with customer service about it, they said to send the insert back for a replacement. But when I did what they said and sent it back, they said they couldn't locate it until I showed proof of delivery. Even after they got the return, I still haven't got a refund after three weeks of waiting. The way this company has not kept me updated or followed through is just not good enough.
Difficult purchase experience
This company is outrageous for refusing to assist a disabled lady in bringing her product into her home and checking if it was okay. To make matters worse, they have the audacity to imply that any damage found was probably the customer's fault. The phone manner was dreadful and the customer service was appalling. It's really disgraceful how they treat people, especially the disabled, even before a purchase is made.
Flavel Caress Contemporary Efficient Gas Fire for elderly mother
I bought a gas fire from Direct Fireplaces for my elderly mum recently, and I have to say I'm really happy with both the product and the service I got. I went for the Flavel Caress Contemporary model because it's efficient and easy for my mum to use. The slide action feature was especially important for her as she doesn't have to bend down to light the fire. Ordering online was easy, and I found the phone order option very convenient. The staff at Direct Fireplaces were really polite and quick in processing my order.
Remote-controlled fire for Mother
I had a wonderful experience with Direct Fireplaces from beginning to end. The customer service from Lucy was exceptional - she was so helpful, knew her stuff, and really went out of her way to find the ideal remote-controlled fire for my Mum. Lucy's knowledge and friendliness made everything so easy and pleasant. The fire itself is lovely and is just right for my Mum, who has trouble with her hands. The remote control makes it much simpler for her to use. I am really happy with my buy and the service from Direct Fireplaces.
Quick phone purchase
Why bother with an online site when you can just give them a ring and place your order in no time at all? The team handling customer care were absolutely lovely to speak to - no automated messages, just a nice personal touch. My new fire arrived the very next day, which was a wonderful surprise. The range and quality of fires to choose from were top-notch, and I am really happy with my purchase. Direct Fireplaces definitely know how to deliver excellent service when it comes to buying things like fires.
I always wanted a classic fireplace at my home
DirectFireplace got me the most exquisite designs of fireplaces according to my needs, home & budget. I love their assistance in getting my house and space details along with ' what I want'. I was the bit concerned about the price and it was bit high but apparently, it seems too worthy for what I got. I bought granite hearths, dark black design along with wooden sidings.
DirectFireplaces is the best you can have.Flavel Windsor fire
I bought the Flavel Windsor fire in January and everything went smoothly with the company and delivery. But once it was installed, I noticed a problem with the fire. One of the flames is much bigger than the others, causing soot to build up on the back panel. The manufacturer says it's normal, but it really affects how the fire looks and I'm quite disappointed.
Electric fire purchase for media wall
I bought an electric fire from this company for my media wall and I have to say, I'm really happy with my choice. I was thinking about going for a cheaper one at first, but I'm so pleased I chose the VisionFutura 1500. It's top-notch quality and looks amazing in my living room. The fire has brought a touch of elegance and warmth to the space and fits perfectly on my media wall.
Celsi Arcadia with faulty fascia
I recently purchased a Celsi Arcadia fireplace, but unfortunately, the front part of it isn't functioning properly. I contacted a lady called Sarah to address the issue, and instead of offering a solution, she advised me not to use it at all. I was quite surprised by this response, as it seems unsafe to use a fireplace without the front part working correctly. I invested a considerable amount of money in this purchase, and now I can't fully enjoy it. I regret not buying it from Amazon instead. I would not recommend this company to others based on this experience.
Log burning stove ordered
I recently ordered a log burning stove and it arrived right on time, like I had requested. The whole finance process was a breeze and the website made it really simple to apply for finance. The delivery guy was incredibly helpful, he even brought the pallet truck up our driveway without me even noticing him!
Ordered a fireplace basket
I bought a fireplace basket that was meant to be in stock, but it turns out they didn't actually have it and promised me a refund. It's been 8 days now and there's still no sign of my money! Every time I call, they just send me to some overflow message service. I've also sent a couple of emails but haven't heard anything back. If I don't get a response soon, I'll have to contact my bank and take things further with the necessary authorities.
Stove purchase
When I first bought a stove from this company, I was happy with the price and the service I got online. But then, when I had some issues with the stove, things went downhill. When I tried to sort it out over the phone, Adam was not very nice and seemed like he just didn't want to take responsibility. It's been three months now, and it looks like the warranty we were supposed to have is basically worthless unless we get a lawyer involved. It's sad to see a company prioritise making money over making sure their customers are happy.
Wood burner purchase
The customer service was really good, but I was let down by the installation. The company suggested an installer for my wood burner, but they didn't remove the rubbish, which ended up costing me an extra £150. On top of that, I had to hire a plasterer to sort out problems with the lining, which set me back another £300. I don't understand why these costs weren't included in the fitter's original quote. I would still recommend the company, but they definitely need to reconsider their choice of fitters.
Fireplace Purchase
Avoid dealing with Direct Fireplaces. They said they were just the go-between for the real supplier, but when it came to it, they didn't seem to have any control or interest in the order once we'd placed it. Be Modern said they'd deliver on a certain date, but then didn't turn up without any explanation until we contacted them. Our delivery ended up being delayed by a whole week, causing big problems for our renovation schedule. Definitely not worth the trouble.
Tried to cancel undelivered fireplace
I've sent two emails trying to cancel my order, but it's been three weeks now and I still haven't received a refund. I had to open a PayPal claim to get my money back, but they've been ignoring it. I wouldn't recommend buying from them, look for another place instead!
Review with most votes
Electric fire purchase for med
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