I invested $4,700 in a wood-burning stove, expecting a high-quality product. Instead, it arrived rusted and looking like it had already been used. I reached out to the company hoping they would s... See more
Company replied
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See what reviewers are saying
Working with a gas fireplace, 22 years old, thanks to the photos posted on your website, I was able locate the Copreci 72PKNQM which is an exact match to my needs. Instructions with part were clear.... See more
Company replied
This guy knows what he's doing! The fireplace in my new house was very much not up to code, and he fixed/replaced the damaged bits inside and out, and even resurfaced the interior so it looks fantasti... See more
Company replied
Yesterday when I called my wait time for a sales representative was less than 45 seconds. When Nick got on the line he was very helpful in answering questions that I had after viewing the website,... See more
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Company details
Written by the company
We're glad you're here, because we wouldn't get to work for this great company without you. What makes us so great, you ask? We work hard. Our team has decades of hearth, patio, and barbecue experience. We know our products inside and out, and we use this knowledge to better serve you. When you call, one of the smiling faces below will answer the phone and help you to the best of their abilities every time. We do our best to ensure you're happy with every purchase. We play hard. We've been one of the fastest growing companies in the Eastern Iowa Corridor for several years running. We were also named one of the "Coolest Places to Work" by a local business journal. It's no accident — lunch cookouts, a casual atmosphere, and a truly awesome team of people make us a unique group. Satisfied team members create satisfied customers.
Contact info
2810 Stoner Court, 52317, North Liberty, United States
- 877.374.2070
- sales@spotix.com
- fireplacesdirect.com
4.1
Great
987 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Reply from FireplacesDirect
Hello Joseph,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Wonderful costomer service!
November 21, 2023
Reply from FireplacesDirect
Hello Gayle,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Their customer support is very good.
November 20, 2023
Reply from FireplacesDirect
Hello Timothy,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Ted,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Shawn,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Fred,
Thank you for your review. We're glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Terrible Experience
As I previously indicated you sold me one product and sent me a different one. Classic bait and switch. The wrong product took way longer to arrive than stated (over promised under delivered).
November 15, 2023
Reply from FireplacesDirect
Hello Robert,
Thank you for the feedback. We have passed that along to the manufacturer. As we have stated to you, this was a photo error that was provided to us from the manufacturer. We have offered a return for a refund. We apologize for the inconvenience.
Best,
Vince
FireplacesDirect
pellet stove blower motor
They got my order for a blower motor for the pellet stove and we got it in a couple days. they were fast and the cost was reasonable. Cheaper then others and works wonderful. Defintiely would buy again from them.
November 28, 2023
Reply from FireplacesDirect
Hello Debbie,
Thank you for your review. We're so glad that you're happy with our service. We thank you for being our customer, and would love to work with you again in the future!
Best,
Fireplaces Direct/Spotix Customer Solutions
I absolutely love my new logs & burner
I absolutely love my new logs & burner! The logs look fab and the remote works great to vary the height of the flame and even to turn the flame all the way down until only the pilot is lit.
No lie, I was very nervous to pay/invest the money for this system simply because you see set-ups in the big box stores that are less expensive, but I bought one last December (Lowes) and it stopped working properly after 3 months or so. Shoddy mfg with those big box (Lowes) fireplaces so I’m very happy with this new purchase!
November 15, 2023
Reply from FireplacesDirect
Hi Nanette,
Thanks for your review. We're so happy to hear how pleased you are with your purchase. It's a big investment, and we appreciate you being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Part was in stock and promptly shipped
Part was in stock and promptly shipped. Could have used an envelope vs box
November 17, 2023
Reply from FireplacesDirect
Hello Adam,
Thank you for your review. We're glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
The item I ordered was shipped the same…
The item I ordered was shipped the same day I ordered it. Fantastic service!
December 5, 2023
Reply from FireplacesDirect
Hello Bill,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Michael,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Ted,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Fast service need to send emails out…
Fast service need to send emails out when shipping parts
November 29, 2023
Reply from FireplacesDirect
Hello Martin,
Thank you for the message. We do send emails with tracking information when orders are shipped to our customers. Your email was sent the day yours shipped to the email you entered in your order.
Best,
Fireplaces Direct/Spotix Customer Solutions
Great service and product
Item was exactly as described and delivery was fast. I couldn't locate the item elsewhere but they had the item I needed in stock. Had never used this company before but transaction was smooth start to finish.
November 14, 2023
Reply from FireplacesDirect
Hello Don,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer! We'd appreciate working with you again in the future.
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Jim,
Thank you for your review. We're sorry that there was a problem with your order, but so glad that you're happy with our service. Thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Amazing service
December 1, 2023
Reply from FireplacesDirect
Hello Sharon,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
The customer service is absolutely…Horrible! Do Not Shop Here.
The customer service is absolutely horrible. There was a bag of sand and ember missing from the two burner kits I had ordered. The plumber installed both of them yesterday. I called for ONE BAG of SAND and ONE BAG OF EMBER today. They asked me to uninstall the burner and send it back for replacement! So pay the plumber $100 for uninstall and $100 for reinstall for ONE BAG of SAND. The agent was completely unsympathetic to my situation. I repeatedly mentioned this is a $10 bag of sand we are talkig about. I would sooner just buy a new bag than unistall this. This is a perfect example of why custoemr service has gone to hell with online purchases since there is no accountability. Do not waste your money at this company.
November 14, 2023
Reply from FireplacesDirect
Hi Kasra,
We apologize for the confusion and any related inconvenience you encountered. We understand your frustration with the interaction regarding the missing sand from your order.
I see a no cost replacement order was processed roughly one hour prior to this posting. A 25lb bag of sand should deliver to you by the end of the day tomorrow, the tracking has been emailed to you.
Per this recounting of the events it is clear to me that mis-communication occurred regarding our process as well as what we were asking of you. This provided an opportunity for reflection and improvement.
Under no circumstances were we asking you to incur costs. We are sorry that it was perceived that way, that was not the intent.
We understand your frustration and we appreciate the feedback as an opportunity to constantly improve.
I am happy to address any additional questions or concerns you may have directly and at your convenience.
Best,
Joel
FireplacesDirect CS
WAS GREAT TO USE THE ORDER PART ON-LINE…
WAS GREAT TO USE THE ORDER PART ON-LINE BUT TRIED CALLING A FEW TIMES & NEVER GOT THROUGH TO ASK SOME QUESTIONS BEFORE PLACING ORDERS
November 30, 2023
Reply from FireplacesDirect
Hello Bill,
Thank you for your review. We're sorry that you weren't able to reach us via phone. We have a friendly and knowledgeable group of product specialists who are here to talk with customers Mon.-Fri. 8am-5pm Central Time. We appreciate your business, and are here for you if you need us in the future.
Best,
Fireplaces Direct/Spotix Customer Solutions
Excellence From the web site’s clarity
From the web site’s clarity, sales team’s help in answering questions about product, transportation specialist’s assistance in resolving shipping problems Fireplace Direct’s personnel have provided a professional experience. I would highly recommend this company.
November 29, 2023
Reply from FireplacesDirect
Hello Alfred,
Thank you for your review. We're so glad that you're happy with our website and service. We thank you for being our customer and would love to work with you again in the future!
Best,
Fireplaces Direct/Spotix Customer Solutions
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