Direct Stoves Ltd

I contacted them in August to get a replacement after my stove door had warped while under warranty. First they tried to say another firm must have sold it to me as they couldn't locate their own invoice number. Then, and for the next 7 weeks, there was a chain of unanswered emails from me with them seeking additional information with the clear objective of not honouring the warranty. Eventually they got what they were seeking - the installation was too close to the back brick wall compared to the guide. How this could warp the front hinges is a challenge to physicists. Poor customer service and warranties that should not be relied upon. I'd shop elsewhere. [update after their comments to correct innacuracies] 1) steel expands at 0.07% for each 100f so the maximum expansion of the box is less than an inch and the box was free standing. 2) There is no form of physics that links that to warped front panel/hinges after 4 years use. 3) I sent you the order number on 31st August 2022. That day you responded with "Could you confirm that you purchased the stove off us at Direct Stoves and NOT Stoves Direct? They are two different companies and that order number does not relate to our system". I then sent you the original order confirmation email on 3rd Sept. I got no response and chased on 7th Sept. You responded on 14th Sept with "When this stove was purchased we were not a Stovax dealer and the number you have given us does not relate to our system". I sent you your order email again that day. A fortnight later (30th Sept) I chased that up as you hadn't responded. Then the various questions about installation started once you had apparently accepted that you had actually sold me the stove. What I have said is undeniable because they are the facts and this is clearly poor customer service.
Jan 10th, 2023

When we opened the stove the back of the fire had been broken. Obviously had been dropped as there was old glass inside the stove but a new window had been fitted. Clearly been sold a dud but Direct Stoves customer service is appalling. It has been over 2 weeks and nobody has come back to me with a solution (replacement or refund). Despite numerous emails and phone call
Apr 11th, 2023

Sent a damaged stove, couldnt care less about the tradesmen i had waiting and had to pay for waiting around. Asked me to get the fitter to repair after forking out a shed load. Poor customer service. No interest in resolving anything
Mar 28th, 2023

Feb 1st, 2023

I am not someone who usually posts reviews but I need to commend Direct stoves on their excellent customer service. Julie and Lucy have been amazing in explaining our order and helping us through the process. Today we visited the shop and Lucy was so helpful,cheerful and professional and made it all seem so easy. Shout out to Mark as well Thanks Lynn and Mike
Jan 14th, 2023