Direct Fireplaces Avaliações 346

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.

Placed an order for a Celsi Ultimate Fireplace on 2nd March 2022 on the basis it was a 7-14 day delivery. I contacted Direct Fireplaces on the 9th to ask for an expected delivery date to be told, w/c 21st March. We were then contacted on the 16th March to say the fireplace would not be ready till Mid-April - so why confirm the 21st March?

Nevertheless, we accepted the mid-April delivery time. I chased Direct Fireplaces for a delivery date to be told w/c 25th April due to the bank holiday, understandable. I have received an email today advising there is a further 2-3 week delay! After putting works on hold for this fireplace, I have no confidence in the fact it will arrive in 2-3 weeks so we have had to ask for an alternative, in stock fireplace. Failing this, we will ask for a full refund and we will avoid Direct Fireplaces in the future.

I understand that delivery is out of their control due to manufacturer being in Portugal, but the constant misinformation is not good enough. It would have been quicker to order a fireplace on a 6-7 week lead time, at least we would be having it sooner!

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.

Great company to deal with. Very helpful. I had to return a fire due to my error no problem at all.
Lucy and Nick deserve an extra mention. A credit to your company.
Donna

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!

Was a little while getting to chat to someone and although they couldn't supply me with parts Lisa was very friendly and helpful

We ordered 3 x multi fuel wood burners without pause
We have dealt with you guys before.
With out a doubt Lisa was professional polite quick to respond and should a massive pay rise.

Great help on live chat! Lisa was very helpful and able to answer all my questions.

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!!

The Celsi Electriflame Travertine Wall Mounted Electric Fire is technically superb and very effective in it's Travertine surround.
The recommendation is to mount on solid walls only. I see no reason why the mounting frame should not be mounted on a Cavity wall utilising the vertical wall studs. However these are usually at 60 cm centres and it would help if the mounting bracket were wide enough to enable this. I was lucky, having detected three suitable studs close together and I was able to additionally drill and mount for centre screws in addition to the four outer screws. I used 4 X 60 mm countersunk screws for added strength.

Not a good experience. we were looking for an electric fire as a replacement for a gas fire that was too awkward for an elderly user- first of all the fire was wrongly described on the website- 'type of heat- Convected' (its a very feeble fan heater). The fire came with a leaflet that stated 'Do not use this appliance as a primary heat source'? plugging it in I understood- a 1-2KW fire should produce useable heat?
The delivery note was from the manufacturer, not the supplier, and all their phone numbers were dead.
When we got through to the supplier, we were told that while their 'no-quibble return' applied, it would cost us £40 to return the package. When we challenged them on the 'primary heat source' question, we were told that we should have downloaded the PDF on the website that would have told us that - in addition to not allowing children to play with the fire --"This product is only suitable for well insulated spaces or occasional use
• Do not use this appliance as a primary heat source"

What else is an electric fire Actually for?

I can understand having to pay for a return if I had mis-measured a bespoke fireplace, but if an item is wrongly described, and the important detail- its only for 'occasional use' -is in a downloadable pdf this is ridiculous.
**Update: the supplier has replied, saying that they try to make the useage conditions ‘as clear as possible’. Maybe move that information out of the downloadable PDF, and into the product information?

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!!

Lucy was so helpful today she knew everything i wanted to know regarding my new fireplace. A lovely welcoming voice to. Hopefully delivery goes as good. Very happy so far.

Really disappointed, rang and was put through to a call centre messaging service, gave my details and was called the next day. Explained my situation and was told the sales team would call me back. Over a week later and still no response

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.

We had a problem with our fire which was purchased over six months ago but a quick email to Sarah at Direct Fireplaces and she arranged with the manufacturer quick delivery of a replacement unit. Five star plus service