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3.4
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We own two gas fireplace inserts from this company. They do work well, but if you need a replacement part, customer service is questionable. They advised me on what part to order, it was incorrect, and they still made me pay for shipping and charge me the 20% restocking fee. This despite contacting them about the issue and sending multiple pictures showing how the part was incorrect. I’ll shop elsewhere next time.
Realfyrestore.com’s sales rep sold me a contemporary glass burner that was too big for my fireplace. The burner tray was fine, but the starter made the assembly too wide.
Mistakes happen. No big deal, I thought. But when I called for what I thought would be a simple exchange, I ended up in a five-month runaround led by the slippery clerk who heads their warranty department.
Despite the fact that the $1000+ tray had only been taken out of the box and hooked to a line, he said it was ineligible to return because the 30-day window had elapsed. When I explained the pandemic had caused a business shutdown in Pennsylvania making it impossible to schedule an installer, he said he would talk to his manager.
Two weeks go by, unsurprisingly, and no word. Another week and calls go unanswered. Finally he says my only option is a factory warranty claim.
As it turned out, when we hooked it up, not only was it too big, it didn’t fire. So I boxed it up and shipped it off to the manufacturer, RH Peterson, which had sent it with what turned out to be a dead battery.
This does not amount to a cause worthy of a warranty claim. However, RH Peterson did say they would retrofit a smaller starter if RealFyreStore.com worked it out with me. Good luck with that. Another two months went by without word from Realfyrestore.com
Eventually, RH Peterson took pity on me and exchanged the unit for a smaller one. It is less expensive than the one I purchased and less functional but at least it fits. Not counting on a refund nor a reimbursement for the failed installation from Realfyrestore.com
Realfyrestore.com is shameless. They don’t stand behind their products nor word nor have a sense of decency toward their customers. Stay away.
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