US Fireplace Store Reviews 1.135

I ordered glass fireplace doors for my home. The woman I spoke with to place the order was difficult to understand and had a difficult time. Understanding me. I can’t remember whether I placed the order through a salesman or through her, but I was looking at the website when I ordered the doors. They were not in stock so I waited several weeks to get them. They arrived, packaged nicely, and they look great on my fireplace. The real difficulty was when we realized, the day the Installer) was here, but there was no mesh curtain to go behind the doors. I guess it was a separate piece on the website, but I feel like whomever I ordered from should have asked if I wanted them.

I called back to order them again the same difficult communication, was referred to a salesman who told me that they were back ordered and a callback in 4 to 6 weeks to see if they had come in in case he lost track of my request.

All of this tells me that a single order, not amounting to too much, it’s not top on a priority list. Paragraph oh, and because the fireplace glass itself was not in stock I had to pay an extra $300 for shipping.

The 110% price match was honored and there was great communication through the whole process.

Everything went wrong and if I don't get a100% refund consumers protection is hear to help me 100%

Fire pit arrived quickly and appears to be undamaged. I haven't used it yet.

They claim free shipping over $400, once my order was placed and paid for they contacted me saying that the product is not in their warehouse and they have to order it from a 3rd party and there is an additional $200 shipping charge.

I told them to cancel. What a scam site!

Read received the andirons without the hardware to secure them. Who does that? At least explain that they don’t come with any hardware.

I found the light I needed on line after unsuccessfully trying to order from another place. I called to insure your store had the item, the customer service was excellent! He asked several questions, took my phone number and contacted me within 30 minutes with everything I needed. I ordered and there was constant updates and communication until my package arrived. I highly recommend this business and will go to them first the next time. Item arrived just as ordered, arrived quickly and costumer service was excellent.

It was good but the fireplace was damaged in shipping

Fast efficient service and response. Kept me updated. Good price, great product.

I ordered a scupper with copper finish and waited almost a month to get it. When it arrived it was in a stainless steel finish. Not what I ordered. I put it in a request to customer support and it's been over a week now and I still don't have an answer on what they're going to do about this. My job is on hold because of this and their customer support and response times are horrible. I will never order from them again.

Terrible customer service. I bought a $480 remote that was recommended as add on to the fireplace I bought on their website but it was the wrong remote for my fireplace. My contractor could not install the remote/receiver to the fireplace. I had to bring in a professional fireplace specialist who concluded it was the wrong model for my fireplace. I called them to try to return but they won't because it's been more than 30 days even though the remote was never used. Ridiculous given they sold me the wrong remote.

THIS COMPANY HAS EXCELLENT CUSTOMER SERVICE AND FAIR PRICES

They are thieves, took my return and never refunded me!!!

Company kept in contact with me; had a substitution to propose and complied with my request timely. Delivery was as promised.

The only reason I gave it a one star is because I could not do zero stars. I bought a $1200 grill from them and it had a faulty part which was a dangerous part where the gas goes from the tank to the grill. It leaked badly. I contacted them sent pictures and they would not replace it. Beware do not buy from this place.

i recieved my stove last wednesday one of the logs was broken .called us fireplacestore to report the broken log .the lady who answered was very plesant and ask if i could send her a picture of the broken log. she sent a request for a replacement. i recived a hole set of logs today.i would recomend if you need a stove to call us fireplacestore for your stove.

From beginning to end, the service was absolutely wonderful, and the price was just right. What more could I ask for? Thank you so much!

I purchased a fireplace for a customer. When the fireplace arrived I wasn’t ready to install it yet. When I was ready I installed the fireplace and realized I needed a glass door since the fireplace didn’t have a damper to close off the flue. I had ordered a screen barrier. I wanted to return the screen barrier and buy the glass door. But since I was 5 days past their 30 day return policy I could not return the screen barrier. I was not pleased with the return policy. We have to order materials for jobs ahead of time to make sure we have it ready when we need it and I feel like the 30 day return window is far to short.

The burner didn't come with the hose and adapters to connect it to the gas line. I was chatting for a while with you guys and seems nobody had idea and did not help me with this. I was looking on your website and you did not sell those separately or give instructions. No good