US Fireplace Store Reviews 1,154

After the sales part of the transaction it has gone down hill. I have asked if your company can send me information for my tax credit. Your team said they would look into it. It has been 4 weeks and I have not heard anyrhing back. That should not take a month. The day the wood stove was delivered the driver unfortunately not equipped properly to deliver the stove. One driver to deliver a 400 pound package is just not enough. On top of that his pallet jack was not fully functional and my 80 year old father who was there just to recieve the stove had to help push it into the garage. Next after unpacking the stove I noticed I did not recieve the catalyst package I purchased. Which I emailed your team to let them know. I was lucky there was a picture taken apon delivery because by the emails back and forth it sounds like without the image proving that the box was not included I would havw been ripped off of the 200 dollars I paid for the missing part. Taking a picture of items in your warehouse does not prove you shipped the correct packages. Especial when there are two packages side by side in the image. Which I proved the wrong one was sent to me. A picture of one package being loaded into the truck would be more accurate. But since I provided the proof 6 daya ago. I after not heard a single thing from your team. Not an update, or a packages is on its way. Nothing, just left with a "we will look into it".

The people I dealt with were very knowledgeable and very helpful even after my purchase.

Easy to work with.

Just Greay fast service

We were guaranteed a 6 week delivery and ended up with a 9 week delivery.

Came on time specified. Well packed . Have not set it up yet but looks great in the room.

Very accommodating and prompt in their responses. Quality product and looking forward to enjoying it for many years to come

Placed an order and paid. Company confirmed the order. (I noted that the web site purports to track the number of buyers who have put the product in a cart.)
Three days later, the company emailed me that they did not have the product in-stock, but they had found a supplier and were willing to honor the order for $500 more, which they would split with me.
I declined. This is bait-and-switch, fraudulent and false and deceptive marketing. At no time did the company inform me that it was not selling a product from its own inventory. The company touts its extensive access to inventory but then thinks it is acceptable to charge more than they agreed. A total absence of integrity.

I ordered the Real Fyre log set with vent free burners. The staff was able to answer the few questions clearly for me. Delivery was as expected and packaging highly adequate assuring no problems.

Order was not complete, hard to talk to once order was paid.

Order a sauna stove almost 3 months ago, website said it was in stock, received email saying it is on backorder until September 2, one hour later another email saying that my order is being processed for shipping. A week later another email about backorder. I agreed to wait until September 2, no updates. On September 10 I asked about my order, after some back and forth it was shipped, received on September 16 only to find out that it was a smaller model, not the one I ordered. Shipped it back, they said they have a similar model for the same price if I want it. I said yes, ship it! Now they are taking about sending me the invoice for the replacement while they still have my money! No resolution in site so far, going to file a complaint with the BBB if nothing happens by the end of the week.

Great communication with delivery timeline. Arrived earlier than expected. Iron fireplace screen is well made, quality product. We needed some exact measurements and this fit our needs perfectly. Very Happy with purchase.

Everything went well with my order with the exception of delivery. Somehow my previous home phone number, a landline not used in years got connected to my order. I was waiting for days without hearing from the delivery company to contact me for appointment. I eventually dug deep enough to find this. But once I figured out the problem I contacted US Fireplace and all was well. Everything else was great.

I purchased a fireplace for several thousand dollars, waited seven weeks for delivery, and it arrived damaged. I received no clear and immediate update on how US Fireplace would address this issue.

Long lead times

Poor packaging and damaged parts

Poor / no response from customer support

Bad customer service lack of pro solutions poor handling and still unresolved situation ongoing at the moment

Great help and communication, items arrived very quickly and in great condition.

Easy and very straight forward. The sales person worked very hard to get me a price within my budget and the fireplace arrived in great shape. Thanks.

Everyone I spoke to was very knowledgeable and helpful. Excellent follow up as well