US Fireplace Store Reviews 1,154

Our $500 screen arrived heavily damaged in transit. The box had obvious signs of damage. We would like a return label and to have our money returned. We have sent multiple volleys of pictures, including duplicates that apparently were lost repeatedly. Seems like stalling or an attempt to wear us down. Its been two weeks of messages and no action.

We really did not have a great experience with our purchase. We called and had a sales rep help us build our shopping cart with a fireplace and everything we would need to hook it up. He gave us the incorrect pipe size for the fireplace we ordered. A few items never arrived. After calling and emailing for nearly a month, we are no closer to resolution. They keep asking us to send photos of the incorrect pipe. What we ordered is what we received (less the missing items) but we were lead to the wrong size. They allow a full week or more to go by before responding to an email and they ask again for photos. When you call customer service, you speak to people with dogs barking in the background or kids screaming. This has been a nightmare with no resolution. We spent nearly $4000 and can’t even hook up our fireplace.

Practically a scam company. All customer service is outsourced to the phillipines. You can't talk to anyone in their "wyoming office", if that even exists. I ordered three items and after waiting a week for them to ship, they've informed me they will take 8-9 weeks to arrive. Why are they even selling products that would take that long to arrive? After reading reviews here, I am lucky I never received the items because it sounds like they would be the wrong size or defective. The entire business model is sketchy. DO NOT ORDER FROM THIS COMPANY. I'm also reporting to BBB.

I was looking for a specific fireplace door, I sent them the size of my door and was guaranteed it would fit. Of course it did not. Then was informed of a 25% restocking fee for their mistake, Fine. Of my $490 for my doors I only got back $168. Their math is off, and when I emailed them they informed me it was $200 for shipping! (Those doors maybe weighed 10 lbs) Crooks. I gave them ample time to resolve this and nothing. Apparently they don’t care about my future business either as I have many rentals with fireplaces.

Asked numerous times when I was ordering if the deck covers come with the polls that ordered for my gas lanterns, I was assured at that point that they were included when the order was delivered there was no covers for the deck called up. I was told at that time Sorry I made a mistake. It will be another $600 for the covers. I made sure and the time to make sure they were in stock so I waited till the next day to get a phone call from Cass who is my sales person from the start it is very sweet but seems to not know her product knowledge paid another 500 dollars to have the cover sent waited one day to make sure they had them in stock in their warehouse not the vendors warehouse two weeks later still waiting no covers . If you have time do your homework this would not be the place to buy your expensive backyard project from

When I ordered the fireplace I talked to Jordon and told him what I had and what I wanted. I asked him if the logs were included and he said yes. I need the logs. Why would I order a burner without the logs that goes with them

The entire purchase was seamless. Communication was good, they were able to price match, payment was easy, delivery and delivery communication went well and on time. After uncrating the item I noticed some scratches in the paint, took some pictures and sent to the company to address my concerns and was sent a can of touch up spray paint promptly.

I haven’t received my package yet. Apparently it was shipped to the wrong address and returned to the sender… I’m hoping this will be resolved in a timely manner.

I ordered a 5“ x 25‘ chimney liner from you and you sent a 5.5 x 25‘ chimney liner. Your effort to accept responsibility and rectify the situation was very disappointing. Had I followed the course that you offered Iwould’ve ended up paying even more for the product than I originally ordered and it would take six weeks to receive. Winter will be over by the time I took advantage of your options. I’m working with a local fireplace shop come up with a solution with stuff you sent me. I’m totally not impressed with your company.

Excellent experience

I bought a wood stove that was damaged and returned it, but still have not received a refund after over a month. Customer service is ineffective. I had to dispute the charge on my credit card twice, and the dispute is still not resolved due to delays on the vendors part.

Excellent customer service, excellent selection excellent pricing. Stove was shipped exactly when requested. Would recommend this company 100%.

Great company. It did take a few days to ship. But I received exactly what I ordered. High quality and perfect. They are a small business and I support small businesses.

Had the fireplace screen I wanted in stock. As an added bonus, Received a flash sale 15% discount. Free shipping, and received quickly. My only minor complaint is that they ship in the box from the company that made it. Box was torn on the side and fireplace screen had torn through the middle of the box. Despite the poor packaging, we are happy with our experience with Fireplace Store.

Easy to do business with. Provided great customer service.

Delivery took so long that I purchased the pipe nearby. Process to return took weeks being charged for restocking and return shipping after paying fifty dollars to have it shipped to me and probably only weighs one pound in box. Highway robbery

Staff was Amazing price was fair. No issues with shipping. All around great job

From my first phone call to the store, I knew I had chosen the perfect place to order my fireplace logs! I was greeted with a great customer service person who talked me through how and what to order. The ordering was super simple after that, the price was great, and the shipping and speed of delivery was exceptional. Excellent product, price, and customer service!! Thank you.