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 on time with helpful staff and easy installation advice.
“Delivered on time with no fuss.”
Smooth, well-communicated delivery and very helpful fitters.
“The 2 delivery men were so helpful and put the hearth exactly where I wanted it”
Fire not received within advertised timeframe and communication unclear.
“I have still not received our fire”
Delivery delayed due to stock issues but item arrived well packaged.
“fire suite arrived well packaged and as described.”
Fitter excellent but wrong fascia delivered, still awaiting correct fit.
“wrong facia was delivered”
Fire sold then discontinued without email; refund still awaited.
“She is STILL waiting to be refunded.”
Delivered without issues and the fireplace meets expectations.
“Direct Fireplaces produce an excellent product”
Ordered and fitted on time; tidy fitters and great result.
“All ordered and fitted on time”
Multiple measurement errors, poor communication and unfinished work.
“no meaningful resolution, no ownership, no apology.”
Working well so far, not yet tested in winter.
“So far so good.”
Fast delivery, great packaging and helpful pre-delivery check.
“Very fast delivery 2days .gas fire great price beautiful fire .Best packaging I have ever seen .”
Product fine but poor instructions and no promised support call.
“the instructions were poor.”
Fast delivery and well packed; excellent service.
“Super service, fast delivery, packed great.”
Good showroom range and excellent fitter; no problems experienced.
“Good range of Fires on show in the showroom”
Quick, responsive after-sales service provided replacement part promptly.
“I wish all after sales services were as good as this company.”
Alleged false advertising, full charges, and ignored correspondence.
“This company false advertises.”
Helpful showroom advice and respectful, efficient fitting team.
“Great advice in the show room regarding measurements”
Efficient fitting by Matt transformed room into cosy relaxing place.
“first class job by the fitter Matt”
Friendly professional service highly recommended.
“Excellent friendly professional service”
The Gallery Collection's Lytton Cast Iron Fire insert and Gallery Collection Small Cottage Gas Fire Basket are among the most precious items in our home. We did an online order during the last winter and they were very helpful especially to our last born who was a month old. They helped keep the room warm and we did not have to complain about the cold throughout the season. The delivery was very timely, the prices were reasonable and the customer support team guided us through the ordering process. This was to assist us get the right item for our budget and at the
same serve our needs. We are very happy that they also adds beauty to our living room.
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.