Although I had to wait 1 more week than I had expected, overall the service was excellent and the fire place was delivered to my dining room by a very helpful delivery man.
very pleased with the quality of the fireplace and the price.
Having had a disastrous experience trying to buy the same fireplace from Direct Fires on Line (see Trustpilot review) I was very pleased and am already looking to purchase more from this company in the next two weeks.
Having read the other consumer reviews I ordered my fireplace with confidence. The results were very different!
I waited two weeks for a delivery of a fire surround and the order arrived at 5.10 pm on a Friday afternoon. The delivery man refused to bring the package to the house saying it was far too big, and health and safety would not allow him to come onto the premises. He could only deliver the package to the pavement outside my house!
I am 64 years old and on that particular day my husband was away and there was no way I could have moved the package. After further discussion with someone at the depot the package was returned to the depot. Realizing this was not a problem caused by directfiresonline, I contacted them first thing on Monday morning. The phone was answered by Craig who was very helpful and agreed that the delivery man was in the wrong and he would try to get the package delivered by 10.0 pm the following day in time for the builder who was fitting the fireplace. I waited all day for Craig to contact me with confirmation of the delivery, he didn't.
Still feeling that Craig was probably trying to solve the problem I phoned directfiresonline the following day. I was told that Craig was in the showroom and when I asked if I could speak to him I was told no.
When I started to complain (for the first time) about the lack of communication and customer care they hung up on me. Trying the number again it was disconnected.
I then tried a second number and the same man answered, when asked if he had hung up on me, he said no. I then asked for a refund, and without any apology I was told me the money would go back into my account that day. A week later after
sending two emails, no one contacted me by phone or email and still no refund of my money. Once I started a dispute resolution with Pay Pal the money was immediately refunded.
Having read all the other fantastic views about directfiresonline customer care, I can only ask why me!
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