Direct Fireplaces Reviews

Still not happy with fire. They suggested I returned, then stated they could’f find it, until I showed them proof that they had signed for delivery. My frustration with the electric insert, was that despite doing all they suggested, turning fire around etc. the fire still cuts out because unless I do as they suggest and remove the front grate under the insert, making the fire look ugly and dismantled, the fire will cut out as it still overheats. They have my returned insert, and have still not refunded after three weeks. Please don’t waste your money.

Ordered a basket that was showing as in stock, 3 days later told there was no stock so agreed refund that was 8 days ago no refund, constantly go through to their overflow messaging service, no response on recent emails chasing. Next step will contact bank and follow complaint bodies.

Sent these awful unprofessional people 2 emails (as requested) so I could cancel my undelivered fireplace. It’s now 3 weeks later and I’ve still not been refunded. I’ve had to open a PayPal claim to get my money returned and still they try and ignore the PayPal claim. My advice from dealing with these unprofessional people is don’t! Buy from elsewhere!

Placed an order for a fireplace with LUCY she was so knowledgeable and helpful re who the company was how long delivery and put my mind at rest ordering such an item on line.
Had to ring the company when it arrived as i was unsure about fittings Lucy dealt with my call.
She was so helpful double checked things for me was calm and put my mind at rest. Would definitely give 10 out of 10 for customer service. Great the company have a human on the phone and they answer the phone.

I purchased a marble fire place surround, it looks great and is good quality and was a good price compared to other sites we looked at.
We had a slight issue with the lights, but this was resolved quickly and easy via the customer service department.

I can highly recommend this company - which delivers to the Isle of Man. They cover a very wide range of products.
Their staff, particularly Lucy, was extremely helpful in assisting me to the right gas fire for our home, patiently leading me through the many options. She went out of her way to help me and was very pleasant throughout. Well done and many thanks!

I wanted to know the lead time so I used the chat function and it's a real person! Lisa checked with the supplier there and then if my fire was in stock (Celsi) and confirmed 3-5 days. And gave me the discount code saving me an extra £42.
What a great start!!

I ordered a Celsi Arcadia and having received it there is a fault with the fascia. Received a response from Sarah who suggested i dont use the fascia at all, hence leaving it dangerous to use!!! Very dismissive customer service and wished i had gone to Amazon. Having paid over £600 i would not recommend them. Very disappointed that they refuse to replace the faulty fascia!!

Outstanding customer service! Friendly, knowledgeable & professional staff. We had a slight issue with delivery however Sarah and Nick chased the courier and kept us informed throughout.
Absolutely gorgeous,quality fire and surround received today.
Thoroughly reccomend this company!!

Excellent service, we have had an issue with our fire, emailed and a lady named Sarah got back to us immediately and sorted out arrangements for the engineer to call, he has been today now the fire is working correctly, he too was brilliant knew immediately what was wrong.
Excellent service, very professional.

I am very disappointed with this company.
Avoid them at all costs
The delivery was delayed three days without giving me any notice. Costumer service was very unhelpful. The hearth I order was delivered with a huge wooden frame, that I had to keep. When I called to ask if they can take it away, they said I have to pay £100 to return it.

We ordered a fire place a few months back, decorated our living room over the easter weekend, the coles were broken upon opening the box, Sarah was amazing dealt with the issue straight away, replacement sent straight out, highly recommend this company, customer service after care was superb, our living is fab with the new fireplace. Really happy customer.

Found this company on the internet when looking for a replacement gas fire. From ordering the fire to delivery was all very quick and easy, with emails keeping me informed along the way. The fire arrived with a slight dink in the frame and a couple of coals had slight white marks on them. One email and pictures sent a lovely lady called Sarah who sorted replacements no problem. I’m absolutely over the moon with my fantastic new fire. Will deffo recommend this company to family and friends.

I recently bought a fireplace from this company. I clicked 'decorative fireplace' and expected the fireplace to come with a flat front and back as it was it is decorative. It has arrived with a big back on it that means there needs to ne a hole in the wall for it to go into. I have just called Direct Fireplaces to be told if I want to return it it will cost me £140. Don't buy anything unless you are sure it is going to be what you are looking for from this company...

I recently bought a wall mounted electric fireplace from Direct Fireplaces. After a hiccup with he appliance (noisy fan) I could not have been more impressed with the after sales service from Direct Fireplaces. They immediately addressed the issue to my complete satisfaction. Particular thanks to Sarah who dealt with things for me and the manufacturer. I would have no hesitation in ordering from Direct Fireplaces again and recommending them to others.