Direct Fireplaces Tracking Order Status

Electric fire stopped working within months (despite being very expensive). Customer service really poor. An email to say they'd ask the manufacturer and then no follow up.

I was greeted on the telephone by a lovely lady called Lucy who displayed exemplary customer service skills. She knew exactly what I required, listened attentively and helped with my enquiries down to the exact fine detail. She helped in every way she could via the telephone plus engaged in friendly small talk and laughter. The fire is beautiful, works a treat for my Mother, and the remote takes the strain out of controlling it as the dexterity in her hands has diminished. I couldn’t recommend the company highly enough. And please give Lucy a promotion and a pay rise. Rich T from Brum 🧔‍♂️x

We opted for an insert electric fire from this company quite last minute (we were looking at a cheaper one) but am really pleased we went with their VisionFutura 1500. Great product that looks fantastic. Good delivery, we had someone install so can’t comment on how easy it was but instructions were good. Solid high quality product.

Great customer service. They recommend an installer for my wood burner. The installer does not take away the rubbish and believe me there was a lot! Cost me a further £150 to get it removed. Had to find a plasterer who said that the lining had been cut short so he had to fiddle with it to make it right…that was a £300 extra expense! Why wasn’t it all included in the fitter’s fees?! Would recommend this company but they need to have a serious rethink about their fitters …totally disappointed After the company’s response I would add that the fitters could sub contract to people who can remove the rubbish and sub contract a plasterer to finish the job off!

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!