I worked with Ren to pick out my fireplace and it was a great experience. HOWEVER, they charged me $419 for a termination vent that I could get on Amazon for $175. Before it was even installed I as... Vis mer
Selskapet har svart
Vi bekrefter ikke spesifikke uttalelser siden en forfatters mening er hens egen, men vi kan merke en anmeldelse som "bekreftet" når vi kan bekrefte at det har vært kontakt med virksomheten. Mer informasjon
For å beskytte plattformens integritet vil alle anmeldelser på plattformen—bekreftet eller ikke—bli undersøkt av vår automatiserte programvare (tilgjengelig hele døgnet). Denne teknologien er designet til å identifisere og fjerne innhold som bryter med retningslinjene våre, deriblant anmeldelser som ikke er basert på en faktisk erfaring. Vi vet at vi ikke kan fange opp alt. Hvis du tror at vi har gått glipp av noe, kan du rapportere det. Mer informasjon
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The website was easy to navigate plus it included prices allowing to see costs with the many different options. I spoke with costumer service and the representative was very helpful and offered to ass... Vis mer
Selskapet har svart
The locating of the correct parts was really important, since we had tried to order them from the company that sold the product, but with no success. The pricing of these products was nominal and no... Vis mer
Selskapet har svart
Horrible experience with US Fireplace trying to upcharge after getting over 4000$ from me. Would not purchase anything from them with these suspect business practices.
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Skrevet av virksomheten
Explore America's largest selection of heating solutions with over 100,000 products including gas, electric, and wood fireplaces, fire pits, log sets, stoves, and heaters. Trusted by over 25,000 households, contractors, and builders. Free shipping available. Open every day 8:00 AM - 11:59 PM ET. Give us a call today!
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Horrible experience with US Fireplace…
Horrible experience with US Fireplace trying to upcharge after getting over 4000$ from me. Would not purchase anything from them with these suspect business practices.
1. oktober 2026
Anmeldelse skrevet uten oppfordring
I had a tough order
I had a tough order, CS rep Adrian worked through the details, got everything right and delivered quickly. Great outcome and service. Thanks
1. oktober 2026
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Order was shipped to the wrong address…
Order was shipped to the wrong address - still no answers on where my order is located. Have called customer service 6 times and get the same answer... we will prioritize your concern and get back with you.
1. oktober 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We sincerely apologize for the continued delay and frustration this has caused.
Please rest assured that your concern is being closely monitored, and our team is already actively working on locating your order and resolving the issue with the shipment address.
We understand the urgency and will provide you with an update as soon as we have more information.
Thank you for your patience and understanding.
Not expecting fees for restocking but I…
Not expecting fees for restocking but I had to pay shipping and restocking fees for returning items check before you buy refund was prompt just added fees i did not like.
16. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We understand your concern regarding the shipping and restocking fees.
Please note that these fees are part of our company’s standard return policy and are applied consistently to returned items. Similar policies are also common among other retailers, where return shipping and restocking costs may be deducted from the refund.
We’re glad to hear that your refund was processed promptly, and we appreciate your feedback regarding the additional fees.
Thank you for your understanding.
I placed an order for some replacements…
I placed an order for some replacements parts. I received a 15% discount that they honored... After 15 days, and 3 attempts for a status update, I was informed the items were "out-of-stock". Which I called around the other dealers and found out the items are in-stock at the main US supplier and a few other smaller suppliers. They informed me that a "3rd party" had them in stock and the shipping was $300 and 6-8 week lead time. They offered to pay 50% of the shipping... my discount total was $107 on the order, and now they want me to pay $150... not a coincidence. Typical claw back and artificial shortage. They also said they would get back with me within 24-48 hours, that didn't happen either... BUYER BEWARE!!!
29. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We understand your frustration regarding the availability and shipping options for the replacement parts.
Please note that the alternative third-party shipping option was provided as an optional solution and was not mandatory. Inventory can change rapidly.
We also want to confirm that a full refund has been requested and is currently being processed.
We apologize for any inconvenience caused by the delay and the communication regarding the order status.
Thank you for your understanding.
DECEPTIVE ADVERTISING
When I placed my order, the website indicated that the items in my order were "in stock" . After I placed my order, I recieced an email indicating the gas logs and the blower assembly were being shipped. Upon inspection of the delivery, I discovered that the gas logs were the actual stackable logs only, no burner assembly.
I called the company, to inquire about the shipping status of the Firebox and was told it would be another 4 to 5 weeks before it would arrive, as it was still at the factory. (NOT IN STOCK). I also inquired about the burner assembly, and was told that it was not included in thr sale and that I would have to purchase it separately.
I find this company and its advertising extremely deceptive in that the web advertising falsely indi rated the items were "in stock".
16. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We understand your frustration regarding the availability of the items in your order.
Please note that inventory can change rapidly, and there may be a delay between the actual inventory status and when the website is updated. We are working to ensure that the website reflects the most accurate and current availability.
When an item becomes unavailable or the estimated lead time changes after an order is placed, we always reach out to the customer to confirm whether they would still like to proceed before moving forward with the order.
We apologize for the confusion regarding the availability and the items included with your order, and we appreciate your understanding.
Double check the prices they give you.
I worked with Ren to pick out my fireplace and it was a great experience.
HOWEVER, they charged me $419 for a termination vent that I could get on Amazon for $175. Before it was even installed I asked about the price guarantee and they said NO.
So my word of advice is. Find a company who installs direct vent fireplace and let them order the fireplace and installation pieces, unless you have money to throw away.
31. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
Thank you for sharing your feedback. We understand your concern regarding the price of the termination vent.
Please note that pricing can vary between companies and retailers based on factors such as sourcing, availability, shipping, handling, and other associated costs. Prices offered by other retailers or marketplaces may therefore not be directly comparable to our pricing.
We appreciate your feedback and are glad to hear that you had a positive experience working with Ren.
Thank you for your understanding.
I would recommend avoiding this seller
I would recommend avoiding this seller. Spend a little extra money and save yourself a lot of hassle and frustration. In the long run, the extra $50–$100 is worth the peace of mind.
24. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We’re sorry to hear that your experience did not meet your expectations. We understand how frustrating it can be when an order does not go as smoothly as anticipated.
We appreciate you taking the time to share your feedback. We take customer concerns seriously and will use your comments to help us improve our service and communication moving forward.
Thank you for your feedback.
Pretty good experience but
Pretty good experience but took about 3 months to get my stove as it was on back order but they did get me a pretty decent price on it. Had some questions after I got it they sent me to there warehouse dept and they were kinda rude about my questions I had so that’s the real reason for the 3 star review but I got the stove in good condition and is a good product
9. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for sharing your experience. We’re glad to hear that you received your stove in good condition and that you were happy with the product and pricing.
We sincerely apologize for the delay caused by the backorder and for any negative experience you had when reaching out to us with your questions. We have responded to your concerns regarding the technical aspects of the product, and we want to clarify that there was never any intention to be rude or dismissive. Our goal was simply to provide you with accurate technical information and assistance.
Please also note that we only supply the product, and technical concerns are forwarded to the appropriate support team for assistance. We simply relay your questions and their technical guidance to help address your concerns as accurately as possible.
We truly appreciate your feedback and will use it to improve how we communicate with our customers. Thank you again for your patience and for choosing us.
Svar fra US Fireplace Store
Thank you for your review! We’re glad to hear your product arrived in less than a week and was delivered in good condition. We appreciate your business and hope you enjoy your purchase!
Got a really good price in a great fire…
Got a really good price on a great fire pit. Delivered in a timely manner. Salesperson helped my with the specs to ensure I was buying something that would work for my set up.
30. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you so much for your kind review! We’re thrilled to hear you got a great price on your fire pit and that it arrived promptly. We’re especially glad our salesperson could help you with the specifications and make sure you found the right fit for your setup. We truly appreciate your business and hope you enjoy your new fire pit!
Overall Great Experience
The website was easy to navigate plus it included prices allowing to see costs with the many different options. I spoke with costumer service and the representative was very helpful and offered to assist in placing my order. He was able to explain the different accessories. The online checkout asked for a tip which I thought was odd. The product was shipped quickly and the shippers were great . No damage. Overall a great experience.
18. august 2026
Svar fra US Fireplace Store
Thank you so much for sharing your experience! We’re delighted to hear that you found our website easy to navigate, appreciated the transparent pricing and options, and received helpful assistance from our customer service representative. We’re also glad your order arrived quickly and safely with no damage.
We appreciate your feedback regarding the checkout tip option. It is completely optional, but we’ll certainly consider your feedback and make any changes if needed.
Thank you again for choosing us and for your kind review. We truly appreciate your business!
A great place for your fireplace needs
A great place for your fireplace needs. US Fireplace helped us you get the correct replacement glass for our fireplace after husband fell and shattered the glass with his head. It came quickly and was easy to install.
9. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you so much for your kind review! We’re glad we could help you find the correct replacement glass for your fireplace and that it arrived quickly and was easy to install.
We’re sorry to hear about your husband’s accident and hope he is doing well and has made a full recovery. We truly appreciate you choosing US Fireplace and are happy we could make the replacement process as smooth as possible. Thank you for your trust and support!
Stove arrived in good shape
Stove arrived in good shape, installed remote and Fan successfully. Bought a safety screen enclosure, still hasn’t arrived yet. But so far very pleased with the unit.
17. august 2026
Svar fra US Fireplace Store
Thank you for sharing your experience! We’re so glad to hear that your stove arrived in good condition and that you were able to successfully install the remote and fan. We’re also happy to know that you’re pleased with the unit so far.
Thank you again for choosing us; we truly appreciate your business!
I ordered and paid for a heater
I ordered and paid for a heater, to only be told later that it wasn’t in stock . I waited a year and it was back in the website as in stock, once again i purchased it and received another email to upgraded for 500$ to the next size up bc thats all they had in stock.. super frustrating
8. september 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We’re truly sorry for the frustration and disappointment you experienced. We completely understand how upsetting it must have been to place an order, wait for the heater to become available again, and then be informed that the same model was not in stock and that an additional $500 would be required to upgrade.
This is certainly not the experience we want for our customers. We sincerely apologize for the inconvenience and appreciate your patience throughout this process. Your feedback is important to us, and we will use it to help improve our inventory communication and customer experience moving forward.
Shipped quickly
Shipped quickly and I really appreciated how they kept me updated during the process. Would use them again.
12. august 2026
Svar fra US Fireplace Store
Thank you so much for your kind words! We’re glad you were happy with the quick shipping and communication throughout the process. We really appreciate your support and look forward to serving you again!
The locating of the correct parts was…
The locating of the correct parts was really important, since we had tried to order them from the company that sold the product, but with no success.
The pricing of these products was nominal and not over priced.
The delivery, although it took a long time to get out of the warehouse, was direct with no missed address or damaged parts.
11. august 2026
Svar fra US Fireplace Store
Thank you for taking the time to share your experience! We’re especially glad we could help you locate the correct parts and that you found our pricing fair. We also appreciate your patience with the warehouse delay and are happy to hear everything arrived safely and directly. We truly appreciate your business!
Awesome fire place!
The Fire Place came in excellent condition and we really like it. Looks beautiful in our living room.
24. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you so much for sharing! We’re thrilled to hear that your fireplace arrived in excellent condition and looks beautiful in your living room. We’re so glad you love it, and we truly appreciate your business!
Ordered Rasmussen Pilot Thermocouple…
Ordered Rasmussen Pilot Thermocouple Assembly J95R-LP. It arrived 3 weeks late. It was defective. LP would not go through the unit. You would not honor refund or replacement but referred me to Rasmussen. Since you bought this through another distributor and not Rasmussen, they would not honor refund either. What a waste of money!
7. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We’re sorry to hear about your experience and understand how frustrating it can be when an item does not perform as expected. We understand this may not always be the outcome a customer hopes for, and we appreciate your feedback as we continue working to make our policies and processes as clear and helpful as possible.
It took a long while plus additional…
It took a long while plus additional information to even purchase the product. The process for returning it was even worse with multiple requests for photos and documentation along with a large bill for restocking.
19. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for sharing your experience, and we’re sorry to hear how difficult the purchasing and return processes were. We understand how frustrating it must have been to provide multiple photos and documents, especially with the additional restocking fee. Please note that these requirements and the restocking fee are part of our company policy and are applied in accordance with our standard return process. We appreciate your feedback and will share it with our team as we continue working to make the process as clear and straightforward as possible.
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