Dear Direct Fireplaces

I ordered the Cranbourne Fireplace a couple of weeks ago which I needed urgently as part of a renovation project. The service I received was absolutely excellent – the fireplace was turned around in about three working days despite me changing the actual fire at the last minute when I realised the one I ordered was not suitable for my flue type.

Everyone I spoke to was extremely kind and helpful. My new fire looks amazing and I will send photos when I have some! J

Thanks so much for brilliant service.

Kirsty Steele

Received 18-06-12

We received our fireplace 2 weeks ago and have fitted it ourselves, it looks really great in our room and we are very happy with the overall service and help that we received from yourselves.  Thank you very much direct fireplaces, we would recommend you to anyone that is interested in buying a fireplace.
 
Regards

Rita Munday

Received - 11-03-12

Hi,
 
Just wanted to drop you a note to confirm I received the below on Friday, thank you for turning the order around so quickly for me.
 
Your customer service throughout was exceptional, likewise the delivery driver was friendly and helpful (called prior to arrival and helped unload). It's sad that this is too often the exception but it was greatly appreciated all the same!
 
Happy to send photo's when it's in place and the remaining work is finished if you'd like to use it for marketing etc.
 
Thanks again,

Barry Hayter

Received - 13/02/12

Good Morning.

The fireplace arrived this morning and is in good order.  The delivery guys were excellent and very professional.  They were careful, patient, polite and empathised with my situation on Friday.  A credit to their company and you.  Certainly not a 'Mickey Mouse' company from my experience this morning.

Many thanks for chasing this through and please thank the logistics company for reacting so quickly to put things right.  That's what really counts. 

Regards.
Dave.

Received - 13-02-12

Dear Ben,
May I take this opportunity to thank you for your outstanding customer service and great product. As I mentioned before I went on-line and found you after spending a few weeks dealing with both local independent fireplace shops and a couple of national retailers. My experience with them was consistently bad so in the end I went online and found you guys.

You were well priced, attentive and managed to work with your suppliers to push things forward according to my requests, even last minute changes in delivery by me were dealt with efficiently.

You have the best customer service I have encountered for some time....

Well done you !

Regards and best wishes

Richard

Received - 12-02-12

Thank you ben for your quick response you dealt with this quite promptly great customer service skills pass this on to your manager.
 
Mubarak Bux

Received - 08-02-12

Just to let you know that we were absolutely delighted by the service you provided.The fire arrived within 2 days of an afternoon purchase.The same fire would have cost over 150 pounds more in our local high street,

Thank you John and Trish Anderson

Received - 30-01-12

Our fireplace arrived safe and sound.

Thanks for the amazing service!

Alison Jenieson

Received - 11-01-12

Hello Ben,
Happy New Year and thanks for this guide which was invaluable. We fitted the fireplace before Christmas and your tips were fantastic. It looks wonderful and we are very pleased with the whole effect.

Thanks for your trouble and have a very successful 2012.

Chris and Nick Holden

Received - 03-01-12

Hello Mark

The fire surround and gas fire are now fitted and look great.

Thanks for your super service.
Happy Christmas and a great 2012
Tom Rooke

Received - 29-12-11

Thank you very much for your excellent service. Fire has arrived on time and is working well.
Eileen Kerr

Received - 24-12-11

I have recently taken delivery of a Dimplex Castillo free standing fire from Direct Fireplaces. The service received from placing an order to delivery ( which was free) was excellent. I have no hesitation in giving  my recommendation to your Company. Well done !

Lynda Wilson
Stourbridge

Received - 17-12-11

I have recently ordered and taken receipt of the Madrid 60 Portugese Limestone Fire Place and would like to take this opportunity to congratulate Fireplaces direct on a superb service.  I have on occasion called to request delivery information along with technical advise and found your staff to be friendly, professional and always willing to help.  The fire place is superb and was delivered on time in excellent order.  Please pass on my thanks to your staff.
Regards

Rick Fryer

Received - 13-12-11

To whom it may concern
 
Re the order below.  I have now received and had fitted my fireplace which I have to say looks absolutley beautiful.  I am extremely  happy with the quality and the look.  It completely finishes off the room.
Well worth the money.

Kind Regards

Mary Toussi

Received - 09-12-11

Recieved our fireplace in perfect condition.Its an excellent product for a good price.

We have fitted it and it looks brill.

Thank you for your good customer service.

Richard Fieldings

Received - 03-12-11

Hi Mark,
 
Just wanted to say how pleased we are with the fireplace. Installation was very easy and it looks great.
 
Thanks!

Matthew Dowle

Received - 19-11-11

Hi Ben & co

My fire surround arrived this morning - all ok.

Many thanks for speeding up the delivery as soon as you were able.

Siobhan Evans

Received - 08-10-11

Hi,  just to say thanks for the prompt delivery and a very smooth transaction. 
 
Best wishes

Philip Pickering

Received - 23-08-11

Hi Caroline

Thank you for the fireplace it is just right.  The fire is taking a bit long to light but I have told Lee and hope he will check this with me. 

Many thanks for arranging this.  It looks beautiful

Regards

Erica McInns

Received - 19-07-11

Hello Adam
 
Thank you, Received my items today. 

Will definitely recommend your company.

Fantastic.
 
Regards
 
Tony Hunt

Received - 09-05-11

Hi Ben

Just want to say I am delighted with it!  It has far exceeded my expectations and will happily put a review on your website as I believe its real value for moneyl.
 
Many thanks for your help.

Susan Crawford

Received - 28-04-11

Thanks for our fireplace. We fitted it this weekend and its all fine.

A very nice job indeed.

Thanks for all your help. Its lovely.
Regards
Simon Park

Received - 27-03-11

Dear Mark,
 
I am emailing to thank you for the great service I recieved when ordering my fireplace. From order to delivery (which was on time), to the excellent technical help, and not to mention the price compared to high street shops, I would highly recommend your company for the great service provided!
 
Regards

Graham Futter
(Lincolnshire)

Received - 28-02-11

Hi Caroline,

Just to say very pleased with the fireplace, looks perfect in my room and pleasantly surprised at the heat considering it's the decorative model - I'd definitely recommend you in future.

Could you ask Craig please for an invoice and any certificate of compliance that he would be responsible for as we didn't discuss on Saturday.


Regards,

Mike Hollister

Received - 22-02-11

Just received my firebasket - it is perfect, and looks wonderful in its new setting.

Many Thanks 
Roz Preston

Received - 18-02-11

Hi Ben,
 
The fireplace installation was finished today and I have to say that it looks great.  I was a little concerned about the surround when I first unpacked it but it looks perfect with the black granite and the brass fire.
 

 
Best wishes to all at Direct Fireplaces

Miss Emma Anderson

Received - 17-02-11

Good afternoon,
 
Thought I would just drop a line to say how pleased I am with my new fireplace received from yourselves last Tuesday. It arrived in perfect condition and at the time arranged with the delivery company.  It was quite easy to assemble which my partner was able to do we had a couple of queries whilst assembling but you were able to help with these over the telephone.
 
Would like to especially thank Caroline who went through the order with me and advised me the best option for my home the optiflame on the fire looks really nice and has made a big difference to my room.
 
I will definitely recommend you to my friends and family, and would certainly use yourselves again.
 
Once again a big thank you.
 
Kind regards

Alison Maddock

Received - 16-02-11

Dear Mark
 
I'm not often moved enough to write and appreciate individuals or companies but what fantastic service!

I bought a fire basket from your company several years ago and was pleased with both the product and the swift delivery. When I then needed to look at another related product this week, I didn't think to go elsewhere but came straight back to you.

What a good job that I did! 

Given the rather complicated nature of my requirements, I was extremely impressed with the professional and personal service you provided. Too many companies would have been quick to sell me whatever I asked for and thought I wanted. Not you. You took the time to run through and check the details and offer suggestions.

The result... I have the right product, at the right price and at the right time. I would not hesitate to recommend you to others. Thank you so much.
 
Kind regards,
 
Claire Williams
Walter's Ash, Buckinghamshire

Received - 09-02-11

Dear Caroline

I just wanted to say a very big thank you to you and your team for the beautiful fireplace I purchased from you. It has now been fitted and looks stunning! The price was exceptional and the delivery went smoothly.

Thanks again for an extremely professional service - I will certainly be recommending you!

Kind regards 

Mandy Cullum 

Received - 24-01-11

FAO Ben/Mark,
 
Our Tiger Plus Stove has arrived, the door glass and the outside faces of the Stove look fine, I haven`t ventured inside the Stove yet, but I would expect that all is ok. Thank you for your excellent response to the damaged item.
 
Regards

Harry Jackson

Received - 19-01-11

Hi There
 
I just wanted to thank you so much for the delivery of my fireplace which came last Thursday.
 
I had a call from your carrier and arranged a delivery time of 16.00 to 16.30 and when I arrived at 15.50 the driver was there already waiting for me.

He brought the crate right up the driveway and waited while I checked the contents.
 
Great product, Great service, Great Value
 
Thanks again
 
Best Regards
 
Dave Brown

Received - 17-01-11

I received the basket yesterday and it is absolutely brilliant. I have installed it and the fire is working.   I am really pleased with it.Thanks very much for all your help. I will recommend your company to anyone that needs a gas fire.
 
Once again many thanks for all your help.
 
Best regards
 
Jenny Scott

Received - 07-01-11

Dear Adam
 
I just wanted to drop you a quick email to say thank you for your help with our stove, it arrived safely today. The courier company were very helpful.
It has been a pleasure to do business with you.
 
Many Thanks

Julie Hall

Received - 05-01-11

Hi,
 
Firstly wanted to say a huge thank you to direct-fireplaces for providing fantastic customer service.  At short notice you managed to get a fireplace to me before Christmas after being let down by a far less reputable on-line fireplace company.  In particular Mark Eccleshall in sales and a guy in logistics (Ben) were superb in chasing up the couriers when they didn't have the correct pallet, collecting the fireplace and re-delivering for the next day.  You have been friendly helpful and professional.  Thank you all very much.
 
I am now in possession of my fireplace and was wondering if there were any fitting instructions for the Gallery Fires - Barcelona Cast Iron fireplace for a solid fuel fire.  I just want to check that I am doing the right thing while I fit it.  It looks fairly straight forward but just want to double check everything before lighting our first fire.
 
Many Thanks
 
John Adams

Received - 27-12-10

Ben
 
My stove was fitted at the weekend and it is great, thank you very much for your assistance in ensuring it is in situ in time for Christmas.  I quite fancy a couple more in other rooms and will definitely use direct fireplaces.

Regards

Sara Crowther

Received - 20-12-10

Hi Adam
 
I would like to thank you and your team for all your help last week and for your dispatching this party so quickly.
 
It is really appreciated and meat the we were able to get the fire installed on Saturday morning.
 
Kind regards

Richard Horner                                                                   

Received - 14-12-10

Dear Mark

We recently purchased a 'Tulip' Fireplace package from your good selves and I am writing to say a big thank you for the excellent service and advice that we received from you when placing our order. Quite exceptional in our experience!

The back-up that we then received from your depot and delivery company were also faultless.

Please accept our grateful thanks.

Yours Sincerely,

Simon Holding
St.Abbs
Berwickshire

Received - 06-12-10

Hi.. just wanted to say its so nice to find an efficient company.

Fire received and now fitted all working okay.

Excellent service.....   thank you so much
 
Mrs. Jones

Received - 25-11-10

Dear Anthony, Adam, Ben and Lee “pack-it” Perkins
 
Thank you very much indeed for all your efforts in getting our Esse 350 Multi-fuel Inset Stove to us. It looks as good as we had hoped and we are looking forward to having it installed and in use before too long.
 
With best wishes to you all

Alison Pascoe

Received - 19-11-10

Fantastic Adam - thank you very much. 

The fireplaces look wonderful now they're installed but will look both wonderful and perfect with the dampers!

Regards

Susan Cambridge

Received - 11-11-10

Hi Adam,
Just a quick note to say the fire arrived today and how pleased we are with your prompt and excellent service.  We shall definitely be recommending your company and have written a letter praising you and the service you provided.

Many thanks

Chris Hill

Received - 10-11-10

I recently ordered a Burley electric stove and would just like to say thank you for your efficient service and the very nice item which was delivered exactly as arranged via Burley themselves.

Thanks to all involved in the ordering process.

Kind regards

Jane  Harvey

Received - 21-10-10

Well Ben, it arrived this morning at 8:22 am. 
 
Great service - lets hope I can help put more business your way.
 
Thanks for your help and support.

Keep up the good work,

John Bond 

Received - 15-10-10

Hi Mark

I would just like to say thank you for all the help you have given me - also all the guys in your despatch department.

My fire arrived on time and was exactly what we wanted, it looks great and works really well.
I wouldn't hesitate to recommend you to all my friends and family.

Once again thank you.

Best Regards

Sarah Gubby

Received - 11-10-10

Dear Mark and colleagues,
 
My husband and I came up to Stockport to view a fireplace which e were keen on a couple of months ago.
 
We then went on to buy this limestone fireplace and want to thank you for all the help you gave us, both on our visit to you and afterwards.  We thought you were exceptional in your care and attention, accepting our nervousness in installing the fireplace.  However it looks beautiful and we were are very pleased and won't hesitate to recommend you as a company.
 
Thank you.
 
Regards,

Alan and Susan Spencer.

Received - 29-09-10

Hi
 
Just bought a 'Dimplex Wynford' electric fire from you and must say it looks lovely.
 
Would also like to say a very big thank you for the helpful service I received on phoning
the company.
 
Plus the fast and efficient delivery service which was much appreciated - Many thanks to all those concerned.
 
Regards

Sylvia Wagner

Received - 24-09-10

Dear Dispatch Team,

The order  has arrived safely this afternoon.

We would just like to say how much we appreciate the personal service Sid and the man on the phone today have given us.  It has been a pleasure dealing with you.

Yours sincerely, with Many Thanks.

Jennifer and Harry Patterson

Received - 24-09-10

Hi direct fireplaces,
 
Just received my order, fire surround & Electric fire. The whole process took 2 weeks from order to delivery, first class service throughout.

My wife and I could not be more pleased with quality, price of the products and service from all your staff. I will recommend your company to all our friends.

Many thanks again and please free to use this testimonial on your web site.
 
Denis Robinson  Durham

Received - 12-09-10

Hello,
 
I would just like to say that I am completely impressed with your Company, so far. I ordered my fire from you on evening of 8th Sept. I received confirmation emails almost immediately. I sent an email to you yesterday, requesting a Friday delivery.
 
My fire arrived this morning.
 
To my mind, that is exemplary service. Well done.
 
Thank you all so very much.
 
Trevor Brandon

Received - 10-09-10

Direct Fireplaces

Thank you so much for organising the electric stove fire to be delivered on saturday in time for my mother's party.  We were all most appreciative.

Regards,

Rosey Ford

Received - 01-09-10

Dear Caroline
  
Thank you for  helping me for finding the right fireplace.

I must say I've been to other shops and they were not very helpful. I've installed the fireplace and it's lovely to look at it.

Keep up with the good work.
 
Thank You

Kozeta Serini

Received - 31-08-10

Dear Caroline

Just a quick note to say a very big thank you for all your help.  My fireplace is now fully installed and working and looks beautiful.

I have found you and your Company to be very professional whilst still offering a friendly and personal service, from you in particular, as your after sales service is excellent.  As is often the case, once a sale has been gained, the aftercare is sadly lacking but not so with you - so thank you for that.

Hopefully, I will have no cause to contact you again unless I have a problem, but I will be recommending your Company, indeed my Gas fitter may be contacting you as he liked the fireplace.
 

Kind regards

Bernadette Pearson

Received: 14th August 2010

Hi Adam

May I apologize first of all for our pig headedness, due to our delivered fireplace which the arch part was broke you asked us to accept from the dispatch company as damaged; I was very against this idea, but you assured me it will sorted from your end within 48 hrs.

You did and kept your word.

Now the fireplace is in and looks excellent it is the Madrid Limestone.

Thank you Adam & team.

I will recommend you to all.  

Thanks again Mr Sephton.

Received: 12th August 2010