Reviews Analysed
21
We Collect & Analyse Reviews
Direct Fireplaces
Experiences & Reviews
Direct Fireplaces is a UK supplier of fireplaces, surrounds and related accessories. The company commonly sells traditional and contemporary fires (including gas and electric options), displays ranges in showrooms alongside online ordering, and arranges delivery, fitting and spare‑parts support. People searching reviews typically want information on product range, delivery and installation options, stock availability and after‑sales service.
Overview & Key Metrics
Positive Sentiment
81%
Latest Review
25d
Overall Rating
3.9
Our Analysis
🎯
Service quality
Most reviews describe punctual deliveries, helpful fitters and smooth installs; a minority report late, missing or rescheduled deliveries and related disruptions.
Share
Strong
19%
💰
Value for money
Some customers note reasonable or competitive pricing and good packaging; others complain about being charged for unavailable promotions or slow refunds.
Share
Mixed
6%
⚡
User experience
Many reviewers report straightforward showroom advice and tidy installations; several cite missing instructions, promised callbacks not made and frustrating delays.
Share
Mixed
21%
🔧
Product quality
Most customers praise product finish, packaging and overall appearance; a small number report wrong sizes, incorrect facias or damaged/stained stone bases.
Share
Strong
18%
📞
Communication
Numerous reviews mention helpful phone updates and quick after‑sales responses, while a notable subset report no replies, delayed callbacks or poor status updates.
Share
Mixed
14%
⭐
Overall experience
Overall impressions are more positive than negative for product and fitting, but recurring issues appear around stock, delivery timing and refunds or cancellations.
Share
Mixed
21%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – October 2025).
Months of Mistakes, No Accountability Avoid Direct Fireplaces
"I am deeply disappointed with my experience ordering three marble fireplaces from Direct Fireplaces, working with Faz as the main contact. Here’s what..."
Kris James
External Source
Jul 17, 2025
Featured for: Extensive negative: deliveries, sizing, communication failures
Brilliant service…
"My experience was brilliant from beginning to end. I placed my order by phone the lady I spoke to was so pleasant and helpful, she explained the deliv..."
Lorna
External Source
Sep 05, 2025
Featured for: Positive: punctual delivery and helpful fitters
My Elderly Mother purchased a Gas Fire…
"My Elderly Mother purchased a Gas Fire only to be told it had been discontinued after they had taken £590.00 from her bank accou..."
Stevie Dreemer
External Source
Aug 26, 2025
Featured for: Payment, discontinued product and refund delay
Pretty good but not perfect.
"Doing well - competitive price + quick delivery + good packaging. Not so good - we bought a 1250 wide fire instructions on how to remove the glass fro..."
Mr alan godfrey
External Source
Sep 17, 2025
Featured for: Mixed: good price, delivery; poor instructions
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: External Source (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025
M
Mr alan godfrey
External Source
Sep 17, 2025
Pretty good but not perfect.
Doing well - competitive price + quick delivery + good packaging. Not so good - we bought a 1250 wide fire instructions on how to remove the glass fro...
S
Stuart Holt
External Source
Sep 12, 2025
Really pleased with the fireplace.
Really pleased with the fireplace. Delivered on time with no fuss...
L
Lorna
External Source
Sep 05, 2025
Brilliant service…
My experience was brilliant from beginning to end. I placed my order by phone the lady I spoke to was so pleasant and helpful, she explained the deliv...
L
LorraineErskine
External Source
Sep 03, 2025
Indirect fires
Indirect fires Further to reading 7-10 day postag, I have still not received our fire , I have been contacted by a third party re the fire and still n...
m
margaret
External Source
Aug 27, 2025
Vanquish fire suite
After placing our order of fire suite we had phone call to arrange delivery ,then the day before the agreed delivery date we received another phonecal...
D
David Brearley
External Source
Aug 27, 2025
The fitter was excellent but…
The fitter was excellent but unfortunately the wrong facia was delivered...
S
Stevie Dreemer
External Source
Aug 26, 2025
My Elderly Mother purchased a Gas Fire…
My Elderly Mother purchased a Gas Fire only to be told it had been discontinued after they had taken £590.00 from her bank accou...
R
R Attwood
External Source
Aug 19, 2025
Our new fireplace
The Fireplace was delivered without any problems. We installed the Fireplace and it looks wonderful. We...
C
Colette Wrigley
External Source
Jul 29, 2025
All ordered and fitted on time and…
All ordered and fitted on time and fitters d...
K
Kris James
External Source
Jul 17, 2025
Months of Mistakes, No Accountability Avoid Direct Fireplaces
I am deeply disappointed with my experience ordering three marble fireplaces from Direct Fireplaces, working with Faz as the main contact. Here’s what...
M
Mr Skinner
External Source
Jul 15, 2025
Inset electric fire
So far so good. Not...
D
Denis Herdman
External Source
Jul 14, 2025
Very good expbrierience with this company
Very good experience with this company. Phone call check my address before delivery. Very fast delivery 2days .gas...
A
Alistair Mcpherson
External Source
Jul 11, 2025
Fire Fine but requested help never came!
The fire itself is fine but the instructions were poor. The front grate part was not explained properly. I was stuck and rang for help - after speakin...
s
sarah cranshaw
External Source
Jul 10, 2025
Super service
Super service, fast d...
E
Ed Carswell
External Source
Jul 09, 2025
Good range of Fires on show in the…
Good range of Fires on show in the showroom and excellent fitter. I would prefer the selling company and fitter to be t...
M
Maddie White
External Source
Jul 04, 2025
First Class Service
I wish all after sales services were as good as this company. I needed a replacement pa...
H
H
External Source
Jun 28, 2025
This company false advertises.
This company false advertises. They put promotions on their website they cannot fulfil, charge you in full, promise the deliveries and the...
D
Denise
External Source
Jun 26, 2025
Great advice in the show room regarding…
Great advice in the show room regarding measurements for the surround, explained fully...
H
Helen
External Source
Jun 14, 2025
Efficient from start to finish
Efficient from start to finish, first class job by the fitter Matt, no mess & it...
C
Customer
External Source
Jun 14, 2025
Excellent friendly professional service…
Excellent friendly professional service...
Conclusion
Reviews show many customers receive well‑packaged products, punctual deliveries and helpful fitters, and several praise showroom advice and product finish. However, there are repeated reports of stock shortages, incorrect parts (wrong facias or hearth sizes), delayed or missing deliveries and slow or absent refund communication. Before buying, confirm stock status, ask for written delivery windows and check refund and returns procedures. If prompt after‑sales contact matters, request direct contact details and a clear timeline for installation or replacement parts.