Monday, November 9, 2026 · Customer reviews of US businesses
The Fair Hearing score
Great
309 reviews
Direct BrandSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Get replacement parts for wood/pellet stoves, appliances, commercial kitchen equipment, HVAC, Plumbing and more - Direct to your door!
Direct Brand (direct-brand.com) has 309 customer reviews on The Fair Hearing, with an average rating of 4.4 out of 5.
Showing 30 reviews with 1 star · Clear filters
I STILL HAVE NOT RECEIVED THE ITEM, I E-MAILED THE COMPANY AND HAVE NOT RECEIVED A RESPONSE.
By Myesha T.
Response from Direct Brand· Mar 11, 2020
Hi Myesha, thank you for taking the time to leave a review. Unfortunately, we are unable to trace any emails from you regarding this part. The tracking information suggests that the part was delivered on March 5th at 11.04.
The igniter is not a Laars OEM and can't be used.
By Christine S.
Response from Direct Brand· Feb 24, 2020
Hi Christine, we do not claim that this is an OEM. Our website clearly states that it is a replacement igniter. We have not heard from you regarding this issue. If you can contact us on [email protected] we will arrange for this to be returned. Once inspected we will issue you a refund
The part we ordered is defective and must be returned We are unable to contact customer service at 1-833-829-4121, the number listed on our receipt. No answer, no voicemail.
By Guest
Response from Direct Brand· Feb 11, 2020
Hi, it appears that you have not contacted us regarding this defective part. If you contact us we can refund or send you a replacement part. We apologise for the part arriving in a less than acceptable condition. It appears that the number you were trying is not in service, we have updated this to ensure this problem does not occur again. Thank you for highlighting this problem.
Never received product-will never order from them again-canceled cc transaction
By ralph E.
Response from Direct Brand· Jan 9, 2020
Hi Ralph, I have looked into this and the part was returned to us. Apparently you entered the address wrong and the delivery driver returned the parcel with a ''address unknown' tag.
Shipping took forever!
By Juan F.
Response from Direct Brand· Dec 17, 2019
Dear Juan, Please accept our sincere apologies for the delay you suffered in receiving your part. I have looked into this matter and as a sign of goodwill I have refunded your shipping costs.
Not happy. I placed the order on September 13th. Part shipped 7 days later on September 20th. I have the tracking number but no delivery still.
By Reza
Response from Direct Brand· Oct 21, 2019
Hi Reza, sorry to hear about your problems. Hopeful;ly, we resolved this during our contact with you and that you have located the part.
