Customers often praise helpful showroom staff, fast delivery, and tidy, professional fitters. Many highlight the look of the fires, realistic flame effects, and strong heating. Others describe service and communication breaking down, with missed deliveries, refusals to install, and slow email replies. A smaller group reports items arriving faulty or with parts missing.
Examples from available reviews (Nov 2021 – Feb 2026).
Great product with brilliant installation; fire looks fantastic.
“Great product, brilliant installation experience and the fire looks fantastic”
Fitters were unprofessional, made a mess and left poor workmanship.
“worst experience we have ever had letting these people into our house.”
Poor email communication and unanswered product questions; did not purchase.
“back and forth emails for over two months and they would either not reply, or completely ignore some questions on my email.”
Delivered loose limestone pieces without adhesive or fixing brackets; incomplete suite.
“I did not receive a fireplace, I received pieces of limestone to build a fireplace”
Many reviews praise attentive sales staff, on-time delivery, and careful fitters who leave a neat finish. Several mention installers sourcing specialist parts and carrying out checks on site before delivery. Another group describes poor behaviour on site, mess left behind, and refusals to install.
Several customers call the pricing competitive and say the overall cost feels fair when the product and installation go as expected. A minority object to being charged in full after cancellations or when fulfilment failed. Mentions of unexpected costs appear less often than comments about reasonable pricing.
Many reviewers describe an easy process from showroom visit to finished installation, with clear dates and useful advice. Some report delays linked to stock issues or measurement mistakes, plus occasional wrong information about installation timing. A smaller set found booking and delivery unclear or had to chase repeatedly.
Many reviews praise solid build quality, realistic flame effects, and quick room heating. Others report faults on arrival, including noisy motors, colour mismatches, and missing brackets or parts. Complaints about missing or incorrect components sit alongside strong praise for the finished product.
Repeated complaints mention slow or absent email replies, no delivery updates, and refund or discontinuation messages left unresolved. Several customers credit named staff or fitters for keeping them updated and sorting problems out. Some reviewers say communication failed at first but improved later.
Many buyers are happy with the installed fire and the support they received in the showroom. A significant minority describe frustrating experiences due to service, installation, or communication failures. Reviews show two clear patterns: strong outcomes after installation and recurring service problems.
For each review, the core experience based on original source reviews.
Sources: External Source (20) · Trustpilot (20) · Reviews (19) · Reviews (1) · Quotes shortened · As of: February 2026
Delivered early but electrical cable colour did not match the fire.
“supplied with a white (rather than black) electrical cable”
Helpful staff and good delivery; minor heater issue passed to manufacturer.
“Very happy with the staff at Direct fireplaces.”
Reviewer describes the product as a compact little fire.
“Compact little fire”
Staff were very helpful, with particular praise for Mr Dodds.
“Very helpful staff, especially Mr Dodds.”
Attentive staff, good showroom selection and tidy fitting arranged.
“Attentive and knowledgeable staff.”
Paid over £2,000; fire arrived faulty and replacement or engineer delayed.
“It arrived faulty , motor too loud to even have on.”
Finished fireplace looks as advertised; initial delivery wait but good courier.
“looks as good as the advert”
Easy ordering, prompt delivery and excellent realistic flame effect.
“THE FLAME EFFECT IS SUPERB AND SILENT AND THE MIX OF CRYSTALS, COAL AND LOGS LOOKS WARM AND COSY.”
Engineer refused installation and company declined to install or assist.
“engineer just refused to install.”
Awaiting unboxing but reports good delivery service.
“Good delivery service though.”
Poor email communication and unanswered product questions; did not purchase.
“back and forth emails for over two months and they would either not reply, or completely ignore some questions on my email.”
Product good but colour mismatch, missing screw hole and unclear manual.
“the instruction manual could do with an update”
Fitters were unprofessional, made a mess and left poor workmanship.
“worst experience we have ever had letting these people into our house.”
Fireplace and fitting arrived quickly and were completed promptly.
“Fire place arrived quickly”
Perfect ordering to fitting with clear communication and no extra costs.
“From placing the order to having the fire fitted has been perfect.”
Delighted with fireplace, warms large hall and provides brightness.
“We are delighted with our fireplace suite.”
Late delivery, incorrect sizes on website, and missing instructions.
“Terrible service from start to finish.”
Delivery driver left pallet on elderly mother's pathway; reviewer upset.
“The Delivery Driver literally left the Item, on a pallet, on her actual Pathway?? I found this ridiculous...”
Fitters left mess and old rubbish; company refused to resolve.
“they were rude, dismissive and wouldn't take any responsibility”
Product and delivery were excellent; staff helpful and recommended.
“Cannot fault product ordered ,delivery received at designated time .”
Love the fire once installed, but experienced delivery and communication hiccups.
“Firstly love the fire now it’s all in place.”
Helpful sales staff, punctual installation and very tidy fitter.
“Leanne kept us upto date with installation”
Great service from start to finish.
“Great service from start to finish .”
Customer is very happy with the fire's quality and appearance.
“great quality and looks amazing.”
Electric fire looks good and functions well.
“Good looking electric fire & it works well”
Delivered loose limestone pieces without adhesive or fixing brackets; incomplete suite.
“I did not receive a fireplace, I received pieces of limestone to build a fireplace”
Ordering was delayed due to staff misinformation about installation timing.
“Poor customer service, telling untruth to get a sale.”
Helpful advice and timely delivery; reviewer recommends the company.
“Fire was received within the timescale provided.”
Showroom visit was welcoming, staff helpful, and purchase met expectations.
“The atmosphere was very warm and welcoming.”
Retailer provided poor service and fitter lacked communication about fitting.
“Poor service from the retailer and lack of communication from the fitter.about the fitting .”
Ordering to delivery was slick and professional with outstanding service.
“Whole experience of ordering to delivery was very slick and professional.”
Multiple fulfilment and fitting failures led to poor service experience.
“POOR CUSTOMER SERVICE”
Delivery delays, poor handling, and inadequate communication caused dissatisfaction.
“I have given this a poor rating due to the poor level of service received throughout.”
Great product with brilliant installation; fire looks fantastic.
“Great product, brilliant installation experience and the fire looks fantastic”
Heats room quickly with great warming power; smooth delivery.
“This fireplace is excellent.”
Initially poor email communication but issues were later resolved.
“Communication if you have a problem, which I did is abysymal.”
Very pleased with fireplace quality and flawless delivery.
“Really pleased with the quality of the fireplace”
Staff specially ordered and arranged fitting; kept well informed.
“kept us well informed about the delivery”
Repeated missed deliveries and poor tracking communication left reviewer frustrated.
“I have waited all day and feel let down.”
Good price, delivery and packaging but lacked removal instructions.
“competitive price + quick delivery + good packaging.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Direct Fireplaces sells gas and electric fires, fireplace suites, and mantelpieces for homes. Customers can visit showrooms to see flame effects, fuel options, and finishes. The company provides delivery, installation by trained fitters, and accessories such as fascias, hearths, and trims. It also offers after-sales support and replacement parts to keep installed units running.