Fireplaces USA Anmeldelser 

Horrible customer service!! They are polite but completely unhelpful, and there is no way to talk to anyone with more authority. I am stuck in an unending loop of no resolve. I purchased a fireplace with other parts needed for install in October. I am still waiting on pieces to finish the project. It is now 3 months past when they said I would have them and there has been no communication on when I might actually see the parts. When I inquire they have no idea what I am talking about. It is as if they can not see what has been delivered and what I still need, they say they have to talk to shipping department and they will get back to me. They never get back to me. I have to repeatedly call or email them.
I also requested a return of two items within their 30 day return window. When they finally replied they said that special order pieces are not returnable. I replied that the pieces I am requesting the return for are not the special order pieces. They replied, okay but now we are no longer in the 30 day return window. Yes but that is only because it takes them a week to reply to anything, and that is if they decide to reply at all. I have called their customer service at least 20 times over the last few months. I have emailed repeatedly. I am still waiting for someone to help me. I have tried to give them every opportunity to fix this but I feel like I have no other option than to file a fraud claim with my credit card company. I would not purchase from this company again, it is not worth the headache.

Order #FE2330

A bit delayed on back order but service was good and works beautifully.

Still waiting for parts to show up on an order we placed in November. Pieces went to Colorado when we are in Wa. No communication after 4 emails trying to get answers new pieces shipped….nothing! So not happy.

Overcharged for product. Price is $999 and I was charged $1247. Also defective. Called and your state was unwilling to accept return. Your site Advised free return. I was told I would have to pay shipping and a 30% restocking fee. I am in dispute with my credit card company

The extra effort Chuck and the staff went thru to accommodate my needs

Fast shipping. Great prices

Fireplace is damaged
Tried calling multiple times and can’t get a response

Update: I got an email saying they’ll have the ware house reach out to me but I still cannot get someone on the phone. I would not recommend this company to anyone. Their lack of communication after a sale is absolutely unacceptable.

The fireplace was delivered with broken glass. 6 weeks later the replacement glass was also damaged. The company is not responsive to scheduling returns. I have called and emailed half a dozen times. They do not have a technical support person who will return calls or emails. Buyer beware!!! Terrible service.

Despite the comments below, they say that I cannot return the broken fireplace they sent me. Absolutely criminal to not refund me for delivering broken parts and dragging me through 2.5 months of limited responses.

I appreciate the way it was shipped. The fireplace was strapped upright to a pallet, so there could be no damage. They truly care about their products. I love the fireplace and all of the options of colors of the flames and the crystals on the bottom. It looks great in my basement.

I absolutely love this fireplace! I really appreciate the way it was shipped to me. It arrived strapped to a pallet, so there was no way it could be damaged during shipping It definitely gave my wall the look it needed. I am so impressed with all of the options for colors of flames and crystals in the bottom. It looks very sleek on and off. I would definitely recommend this fireplace.

I purchased a $5000 gas fireplace for propane. Came without a conversion kit. Lava rock media does not have a tray, on instructions it shows going on the tray and media jig. 2 weeks of trying to contact company without any coherent response. Avoid at all costs.

I placed an order, #FE 2400, for an electric fireplace, Amantii ZECL-31-3228 STL & Square Surround from Fireplaces USA on October 24, 2023. After almost 2 months I received my order via FedEx on December 9, 2023. The next day, upon removing the electric fireplace from the box, I plugged the fireplace into a wall receptacle & turned the unit on. I immediately heard a loud pop sound from the rear of the fireplace. I immediately unplugged the unit. I checked my home circuit breaker for this outlet and found it was not tripped off. I waited 10 minutes or more to plug the unit in and attempted energize it. The unit will not turn on at all. The unit continues to be non-working after further attempts using other outlets in my home. Reading the trouble shooting section of the unit’s instruction booklet, it says possible causes of not turning on is the appliance fuse has blown or the circuit board is burnt out. At risk of fire in my home and the unreliability of this new unit, I contacted Fireplaces USA on December 11, 2023 with a description of this failure and requested under warranty to return this unit and square surround for a full refund. In addition to the non-working Amantii unit the dimensions of the square surround are different than those listed on the website. That same day, I received an email reply from Kevin of Fireplaces USA as follows: "Sorry for the inconvenience caused. We will check with our warehouse and let you know about the Updates." Two days later I received a call from Brandon P. from Amantii telling me he received notice from Fireplaces USA of an issue with my Amantii electric fireplace and requested a description of what happened. I described what happened & told him I am requesting a return & full refund under warranty for the surround & defective Amantii fireplace I received. Since December 13, 2023 I have heard nothing further from either Fireplaces USA or Amantii. I have attempted to contact both through email & have received no reply. I have attempted to contact Fireplaces USA customer service by telephone but was told by recording, "no-one was available to take the call & leave information for call back". I my opinion Fireplaces USA customer service is terrible & almost non-existent.

I received an email offering a $50 credit to write a review but after doing so they didn't honor their offer or respond to any of my emails.

I’m editing this after seeing your response.
My order # is FE2452. You have all my info to reach out to me and make this right.

The product is pretty and functions however fireplace insert was bent. On day of opening I called customer service to report, still no response to call. However, I emailed, immediately next day and provided pictures too., with box pictures showing no damage to box. There support team is still working on request ( 12/11 emails started). Product is lovely.

Maybe not a scam, but they have _very_ shady tactics, including: hanging up on you when you try to cancel an order, not calling you back when they say they will, ignoring your call if you try to call back, and lying about shipping timelines.
I tried to cancel my order 1 week after ordering because it hadn't shipped yet and I needed it by the end of the year. I was told on the phone to wait one more week and it would for sure be sent. Here we are, 3 weeks later and many phone calls back and forth and I still haven't been refunded the full amount due to "the policies of our system". Bottom line, they'll do whatever it takes to make a profit.
Additionally, if you are looking for a fireplace, just find companies like Arizona Fireplaces instead; this company just orders from companies like them and takes a profit on it. I ended up ordering from Woodland Direct and the order was shipped the next day.

When I originally contacted the company, I was told by customer service (800 number) that the product I was interested in was back-ordered until February 1, 2024. I called the company directly and spoke with Kevin. Somehow, he was able to expedite the order and it arrived at my home before Christmas! The gas logs work perfectly and look beautiful. Awesome service!

I ordered a remote control switch that I do not need. I have made multiple requests to return this item and receive a refund. I have been promised a return shipping label multiple times and have not yet received it. This has been going on for weeks now. I have filed a complaint with the Better Business Bureau. I will look to file a complaint with the state consumer protection agency next.

Ordering was easy. Instructions and installation was simple and straightforward. Highly recommend!

At first I was nervous about making such a big purchase online, but they really had the best prices, and the reviews were good so I went for it. I am glad I did, everything came in good condition and quickly, with the exception of one piece that came late because it was on backorder. I would have given five stars but it took two calls to customer service to find out where the rest of the order was. That made me nervous since it was a $500 insert, and their automated email looked as though it was already delivered. But, with that said, it came quickly once the date for the back order they provided came, and it was in good condition, so it they find a way to alert you to a delay that will be awesome. Good experience overall.