Stores Direct Ltd

Ordered a fire place chamber kit from these guys. Before buying had some questions about product and they were very quick with responding to my queries. Product arrived within a few days and was well packaged to reduce chance of damage. I have seen many bad reviews on this website but for us, the experience was very positive.

Bought a Villager Flatmate June 2nd 2016 did not start using it until Sept

happy with stove until Feb 2017 when the nuts and bolts holding the glass in started to get very rusty and a couple of them dropped off .We are not newbie’s to wood burning stoves having had one in our last property for a number of years with out any problems. Complained to Stoves Direct only to be told this had happened because we were over heating the stove………we have a thermometer on the flue pipe and NEVER allow it to over heat. Oh yes they will put it right at our cost but, if the same cheap nuts and bolts are used this problem will occur again. We bought this stove to use not as an ornament.

I would not advise any one to buy one of there wood burning stoves.

Do not deal with these people at all. Trading as FIREPLASESAREUS the returns process is terrible. Still waiting 1week later for a refund to my credit card. There explanation is that they are waiting for a credit note from the Manufactures, who have got the fire and are happy with its condition. Unable to get anybody to talk to at Fireplasesareus, only VIA E-mail. Terrible company will never deal with them or Stores Direct Ever again, neither will anybody I know either

Tried to buy an Aga stove from their Stove specialist website. It advertised free next day delivery, which was crucial as we had builders standing by. In fact, you get a bizarre email asking you to book a time with their couriers, who take 48 hours before they even respond. Long story short their lorry couldn't get down our drive, despite the fact a bin lorry manages it weekly, and they tried to charge me extra to deliver on a van. I cancelled the order, and they withheld £55 to return it to them. Best avoided.

Terrible company, don't waste your time or money with them.

I ordered a bed a month ago, was told when I ordered it that it would that 7-14 days. I am still no closer to getting my bed. There was no confirmation email at all so it is lucky that I took a note at the time of who I spent my money with and what the order number was.

I sent 2 emails through the website asking for details of what is happening with my order - no replies. Phoning them is pointless too as I always get the excuse that they are the middle men who order direct through the supplier. Well if their business is to act as the middle man then they need to be chasing their supplier. I am their customer and they have my money, it is their job to keep track of what is happening and to hurry things up.

I made a note at the time of order that if the bed was different to the one in the photo (various websites show 2 different beds despite being the same bed - one is an old model) then I wanted them to contact me before processing my order as I wouldn't have chosen that bed. No contact so I assumed it was the bed in the photo (as you would) but doubting the company I phoned the supplier direct to be told there is no way the bed I would receive would be the one in the photo.

I have asked for my order to be cancelled and my money refunded, I have been told there is no one from finance in and it would take 5 days. So that will be over a month they will have my money with no sign of me receiving my bed.

Appalling company with poor communication, and worse customer service. Don't waste your time with them.

Ordered to stoves over £1000. Delivery within 10 to 14 day . First one turned up after 4 days , where's the other one??

I rang and nobody seemed to know, I left it a week then rang again, a women told me there had been a fault and it was getting returned to china, how long I asked till I get it.... No idea!!!.

I said it would be nice if you had contacted me. No reply.

Rang up again a week later , still no clue what was going on, asked to speak with the manager, very rude, very unhelpful, very arrogant because he was on the phone and not face to face.

Request a refund, will let you know how I get on with that.

DO NOT USE , VERY VERY UNPROFESSIONAL

Ordered our multifuel stove on line, delivered when they stated. However, missing items and some items on the stove were broken. Very very poor customer service, did not call back had to ring numerous times, and still waiting for the missing parts.

Don't use.

The service is so bad that as a way of feeling like I have some closure I have elected for first time ever to review for an online retailer, this in over 10 years of buying online regualarly.

1. Our log burner cracked and so needed a new one in a hurry.

2. Bought online over a bank holiday using thier live stock status and free next delivery service, both advertised heavily on their website. First health warning it all a lie.

3. Based on the above we expected delivery two to three days later, i.e. allowing for the bank holiday.

4. Received an email two days later stating that they had spoken to their supplier and we should expect delivery in 5 - 7 days and call from the courier 2 days before delivery. So what happened to the item being in stock and on a next day delivery.

5. I emailed expressing my concerns and cancelled the order.

6. They phoned and stated they had the item in stock (like magic) and dlivery would be the next day (Friday between 9 and 5pm)

7. They emailed on the to confirm this and all looked good. My wife re-arranged her schedule and I expected to install over the weekend.

8. Log Burner did show so at 4pm Friday emailed the person at Store Direct (Karen Mountain). No response, no surprise!

9. Saturday still no log burner and couldn't get through on the phone.

10. Saturday, emailed cancelling my order and explained why.

11. Monday no response on email so phoned. Spoke to someone who matter of factly stated the log burner was still in the their warehouse. No apology, nothing. So I stated I wanted the order cancelled. No bother at this and that my email on Saturday would be processed and I would be refunded.But I sent another email just in case, as I'd lost faith, reasonable I think.

12. Tuesday still no confirmation of the cancellation and no refund. So phoned again and they confirmed the order was cancelled and I would be refunded in two days.

13. Wednesday, log burner was delivered to my home(AMAZING) and my wife refused delivery and I phoned up Stores Direct who again matter of factly stated that was normal and when the log burner was returned I would get a refund.

14. Thrusday, emailed asking for someone to please answer one of my emails and confirm the order was cancelled and when I would be refunded my £400.

15. Today - still no response.

My advice don't use them.

I PURCHASED A STOVE ON-LINE ON 19TH APRIL FROM STORES DIRECT LTD,VERY EASY TO DO. AFTER RECIEVING CONFORMATION EMAIL {WHICH I DIDNT LOOK AT UNTIL 3DAYS LATER}TO MY HORROR NOTICED I HAD ORDERED THE WRONG STOVE,GENUINE MISTAKE ON MY BEHALF.THE NEXT MORNING FORST THING I CONTACTED STORES DIRECT ON THE PHONE AND WAS QUICKLY REASSURED THAT EVERYTHING WOULD BE SORTED OUT A.S.P.TRUE TO THEIR WORD AND VERY QUICKLY MY MISTAKE WAS SORTED WITHIN 10MINUTES.ONE ORDER CANCELLED,NEW ORDER PROCESSED.I CANT SAY ENOUGH WORDS TO EXPRESS MY RELIEF AND GRATTITUDE TO THE TEAM AT STORE DIRECT LTD. IN THIS DEPRESSING ECONOMIC LULL WE ARE ALL SUFFERING IT IS SO NICE AND REASSURING TO KNOW THAT AT STORES DIRECT LTD,""CUSTOMER SERVICE IS THEIR FOREFRONT. HIGHLY RECOMMEND EVERYONE TO SHOP WITH STORES DIRECT LTD.

Last week I purchased a Little Wenlock Multifuel stove from Stores Direct (also trading as Stoves are Us). This is the second Little Wenlock I have purchased from them ( it is a great well constructed stove by Aga, which is easy to light and will keep on all night). I was able to chose the day of delivery - even if it was a little after the specified time, the driver was cheerful and very helpful. The price was competitive and included the flue pipe and cement. A good deal.