Fireplaces USA Reviews 167

Ordered a trim piece. When it arrived it was not the same part # as ordered. Cust service asked for pics, pics sent. Cust service quickly responded with paid return label. Item sent received verification the company received it then crickets.... No returned emails, ph# hangs up immediately, now website is gone. My guess, the company is too! No refund will be coming!

If I could give this place zero stars I would. This site is a scam. I returned a fireplace back In February and to this date I have not received a refund or call back. You can’t get anyone on the phone and no one on the chat. They stole my money.

I placed an order and was told it was in back order. I received it a few weeks ahead of the anticipated delivery date but the item was badly damaged and useless. Customer service was at first responsive but stated no record of delivering and said they would get back to me. The scheduled delivery date approached and I get a message that item was already delivered. Of course it was the damaged item. I’ve repeatedly tried calling, messaging via website and emailing with no response.

Open box and missing parts costumer service never fixed my issue

Item did not fit, there was over an inch gap between the doors. Yes I measured the entire fireplace.... I emailed to inquire about replacement and never got a response

It's been a month since order. No good tracking number. Did not get my fireplace. No return chat available, no return email, there phones don't work. Scam!

Placed a large order and was told that it would take a week. No response to my emails and currently their phone systems has been disconnected all day today.

Product, Price, ease of order, on time delivery, easy to install. Everything went perfect.

I ordered a fireplace on March 12, 2024 and was told that it would ship right away and then I should expect to have it with him a week. Yesterday was April the third and it just arrived. I called at least twice to find out about it, and no one could tell me where it was at in the shipping process. Both times someone was supposed to call me back and did not.
I am not dissatisfied with the fireplace just with the customer service.

Absolutely horrible. Returned a fireplace in December and still trying to get a refund or even a call back! I was even on the phone with the delivery driver while he was offloading to their loading dock and they still say that i still have it. Amazing!

Ordered online and item arrived promptly well packaged and in good shape.

Very easy experience, and quick shipping.

Everything has gone wrong with this company. We ordered a fireplace over three months ago and after over two months finally received the fireplace but not the rest of the items we ordered to install it. I just want our money back and will be happy to ship the fireplace back in the same timely manner they took care of us so maybe by the 4th of July. We’re considering legal action. No one should be treated like this!

We expected the material sooner than it shipped and communication could have been better.

It was a good price but not a seamless transaction.

Fitment was fine shipping took much longer than anticipated

The fireplace itself was great but we had major issues with shipping and getting clear communication.

Fireplace damaged. Customer service ignoring my emails. Contacted the BBB

HORRIBLE - 3 WEEKS STILL WAITING ON MATERIAL

NO RESPONSE TO EMAILS
PHONE CALLS USUALLY GO UNANSWERED
UNFULFILLED PROMISES TO CHECK AND ADVISE ON ORDER

HORRIBLE

Horrible customer service!! They are polite but completely unhelpful, and there is no way to talk to anyone with more authority. I am stuck in an unending loop of no resolve. I purchased a fireplace with other parts needed for install in October. I am still waiting on pieces to finish the project. It is now 3 months past when they said I would have them and there has been no communication on when I might actually see the parts. When I inquire they have no idea what I am talking about. It is as if they can not see what has been delivered and what I still need, they say they have to talk to shipping department and they will get back to me. They never get back to me. I have to repeatedly call or email them.
I also requested a return of two items within their 30 day return window. When they finally replied they said that special order pieces are not returnable. I replied that the pieces I am requesting the return for are not the special order pieces. They replied, okay but now we are no longer in the 30 day return window. Yes but that is only because it takes them a week to reply to anything, and that is if they decide to reply at all. I have called their customer service at least 20 times over the last few months. I have emailed repeatedly. I am still waiting for someone to help me. I have tried to give them every opportunity to fix this but I feel like I have no other option than to file a fraud claim with my credit card company. I would not purchase from this company again, it is not worth the headache.

Order #FE2330