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 $175. Before it was even installed I as... Vis mer
Selskapet har svart
Vi bekrefter ikke spesifikke uttalelser siden en forfatters mening er hens egen, men vi kan merke en anmeldelse som "bekreftet" når vi kan bekrefte at det har vært kontakt med virksomheten. Mer informasjon
For å beskytte plattformens integritet vil alle anmeldelser på plattformen—bekreftet eller ikke—bli undersøkt av vår automatiserte programvare (tilgjengelig hele døgnet). Denne teknologien er designet til å identifisere og fjerne innhold som bryter med retningslinjene våre, deriblant anmeldelser som ikke er basert på en faktisk erfaring. Vi vet at vi ikke kan fange opp alt. Hvis du tror at vi har gått glipp av noe, kan du rapportere det. Mer informasjon
Se hva andre synes
The website was easy to navigate plus it included prices allowing to see costs with the many different options. I spoke with costumer service and the representative was very helpful and offered to ass... Vis mer
Selskapet har svart
The locating of the correct parts was really important, since we had tried to order them from the company that sold the product, but with no success. The pricing of these products was nominal and no... Vis mer
Selskapet har svart
Horrible experience with US Fireplace trying to upcharge after getting over 4000$ from me. Would not purchase anything from them with these suspect business practices.
Informasjon om virksomheten
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!
Kontaktopplysninger
3,2
Middels
1k anmeldelser
Ber kundene om å skrive anmeldelser
Denne virksomheten oppfordrer kundene til å skrive anmeldelser, enten positive eller negative
Har svart på 99 % av de negative anmeldelsene sine
Svarer vanligvis i løpet av én uke
Slik bruker virksomheten Trustpilot
Se hvordan anmeldelsene og vurderingene deres innhentes, vurderes og modereres.
Deceptive w/ item availability
Do not trust this store! Their sales rep verified a fireplace was in stock and at the warehouse ready to be delivered, got an email a week later saying it was on back order with a 3-5 week lead time. I had to cancel my order and wait for a refund - and worse, this set back our construction timeline a month. The customer service person indicated that their warehouse inventory isn’t accurate, and I asked why do you have your sales team say it is? I find this this downright dishonest/deceptive as a way to make a sale and hope the customer doesn’t care when it’s delivered extremely late. If your inventory can’t be verified, don’t tell people it can.
18. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We’re sorry for the frustration and inconvenience this situation caused, especially given the impact on your construction timeline. Inventory can change quickly as orders are processed, items are allocated to other customers, shipments are received or delayed, and warehouse quantities are updated. In some cases, there can also be a timing discrepancy between the warehouse’s physical inventory and what is reflected in the system available to our sales team.
We understand how disappointing it is to be told an item is available and then learn that it is on back order. This was not intended to mislead you, and we sincerely apologize for the inaccurate availability information and the inconvenience it caused.
Well done order promptly filled. Correct part shipped and timely arrived.
Order correct and timely shipped the correct part!
7. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your positive feedback! We’re glad to hear that your order was promptly fulfilled, the correct part was shipped, and it arrived on time. We appreciate your business and look forward to serving you again!
It was quick and easy
It was quick and easy. I am a contractor and Will definitely be using yall for future fireplace products. Thank you
6. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for the great feedback! We’re glad to hear your experience was quick and easy. We truly appreciate your business and are especially happy to know you’ll be choosing us for your future fireplace projects. We look forward to working with you again!
Fire table arrived exactly as described…
Fire table arrived exactly as described and love it!
16. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your wonderful review! We’re so glad to hear that your fire table arrived as described and that you love it. We truly appreciate your support!
The service is excellent as well as the…
The service is excellent as well as the product. The delivery was fast. There was damage to one of the logs during shipping and customer service quickly replaced it with no hassels! I highly recommend!
7. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you so much for your wonderful review! We’re delighted to hear that you’re happy with both the product and our service. We’re also glad we could quickly resolve the issue with the damaged log and make things right for you. We truly appreciate your recommendation and support!
I had a great experience with US…
I had a great experience with US Fireplace Store. Their customer service was excellent, and the entire ordering process was smooth and professional. They were very helpful, responsive, and made sure everything was handled correctly. I’m very satisfied with my purchase and would definitely recommend US Fireplace Store to anyone looking for quality products and great service.
13. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you so much for your kind words and recommendation! We’re thrilled to hear that you had a great experience with US Fireplace Store and that our team was able to provide helpful, responsive service throughout your purchase. We truly appreciate your trust and support, and we hope you enjoy your new product!
My experience with this company was…
My experience with this company was extremely disappointing. They shipped the wrong items not once, but twice, causing unnecessary delays and frustration. Unfortunately, the customer service experience was just as disappointing. There was little sense of urgency to resolve the issue, and communication felt scripted and impersonal. Regardless of the problem, the responses were repetitive and lacked any genuine effort to understand or address my concerns. It was also very difficult to reach a manager. When I finally did, the conversation was no different from those I had with the customer service and sales representatives. There was no additional authority, ownership, or willingness to resolve the problem. I would recommend that No One make purchases.
5. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We sincerely apologize for the frustration and inconvenience you experienced. We understand how disappointing it must have been to receive the wrong items twice and to experience additional delays while trying to get the issue resolved.
We also apologize that our communication did not meet your expectations. Your feedback regarding the lack of urgency, repetitive responses, and difficulty reaching a manager is important to us, and we will take it seriously as we work to improve our customer service and communication.
We regret that we were unable to provide the level of support and resolution you expected. Thank you for taking the time to share your experience with us.
Online Unfriendly
They did not specify the size of the logs we ordered, when received they were too small. Sent them back and they charged us a 25% restocking fee on my products and the Tax amount.
Stay clear of this merchant.
26. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We’re sorry to hear about your experience. Our refunds are calculated according to our return policy. The refund amount is based on the total order amount, including tax, minus any applicable discounts, the 25% restocking fee, and shipping costs both ways, as outlined in our policy.
We strive to apply our return policy fairly and consistently for all customers and appreciate your feedback.
I purchased an unfinished tv console…
I purchased an unfinished tv console and absolutely love it! I put beeswax on it and the oak grain is radiant! The customer service is also excellent. I wouldn’t go anywhere else to buy another tv console. I also look forward to replacing my wood stove in the coming year and I will get one from them as well.
25. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you so much for your wonderful feedback! We’re thrilled to hear that you love your unfinished TV console and that the beeswax finish brought out the beauty of the oak grain. We’re also glad to know you had a great experience with our customer service.
We truly appreciate your support and look forward to helping you with your future wood stove purchase. Thank you for choosing us!
I need 12 inch od bands
I need 12 inch od bands, not 14 inch bands. the choices do not list actual size of bands. I havea customer waiting on this. We need to get this resolved as soon as we can. How do I get the right ones on the way.
20. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We have checked your order, and our order processor is already working on this request. Please check your email for any updates. An email was sent by our support team 4 days ago, and we are currently awaiting your reply so we can proceed with the next steps.
Thank you for your patience and cooperation.
Terrible Return Policy
If you want to return something. They will keep almost all of your money. Item has no damage, they up charge you for a stocking fee and shipping. Horrible and they are not transparent about this. On a $200 item I got $30 back. Do not shop here.
28. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We’re sorry to hear about your experience. Our return policy is applied fairly and consistently to all customers. Return shipping costs and any applicable restocking fees are based on the terms outlined in our policy and are communicated to customers during the return process.
We appreciate your feedback and will continue working to make our policies and procedures as clear as possible.
Sold me an item and then said hey can we get more money
Sold me an item. Then sent me this
“Good Day!
We have received an update today that the item is out of stock but we have reached out to our third-party warehouse and, the good news they have the item in stock. However, there is an additional shipping cost due to the size, distance, and weight. The shipping cost is $200. As our valued customer, we are happy to cover 50% of the amount. So you only need to pay an additional $100 to ship the item. Please let us know if you wish to proceed.
Thank you again for doing business with us!
We will wait for your response. Have a great da”
8. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
Thank you for reaching out.
We understand your concern. However, please note that your order has been canceled, and no payment has been captured, as we only requested a payment authorization at the time of purchase. Payment is not captured until the order is confirmed and ready to be processed.
Regarding the additional shipping cost, we were not requiring you to pay the extra $100. We were simply providing it as an optional solution after our third-party warehouse confirmed they had the item in stock. We also offered to cover 50% of the additional shipping cost as a courtesy.
Since you have chosen not to proceed, your order has been canceled, and no charges have been made.
If you have any further questions, please let us know. We're happy to help.
Thank you.
When trying to return items it was very…
When trying to return items it was very difficult. Then got charged 25% for restocking. Will never ever buy from them again.
14. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your feedback. We're sorry to hear that your return experience was frustrating.
Our shipping and return policy, including the 25% restocking fee, is outlined on our website prior to purchase and can also be reviewed at any time. We encourage customers to check these policies before placing an order or initiating a return so there are no surprises.
We appreciate you taking the time to share your experience, and we're sorry we weren't able to meet your expectations.
They sent me a broken heater and wouldn't refund it so I had to dispute the charge with my credit card
One of the heaters we ordered arrived broken (glass at the top shattered). I notified them immediately and sent a photo. Despite that it took over a month and a half of them stalling, deciding to make me mail back the entire thing and ultimately then telling me the heater wasn't in resellable condition so I could only get a partial credit for the return. I disputed with my credit card and won finally to get my money back.
I had wanted to return the second heater I ordered but they made the return which should have been cut and dry so difficult I just kept it.
Terrible terrible business.
16. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We're truly sorry to hear about your experience and understand how frustrating this must have been.
We apologize for the delays and any inconvenience caused throughout the return process. We understand your concerns regarding the damaged heater and the outcome of your return request.
Our return decisions are based on the condition of the item upon inspection and the applicable return policy. However, we understand that this experience did not meet your expectations, and we regret that it led you to dispute the charge with your credit card.
We appreciate you taking the time to share your feedback. Your comments will be shared with the appropriate team as they help us review and improve our processes.
Thank you for bringing this to our attention, and we sincerely apologize again for your experience.
Great Customer Service Support
Great Customer Service Support
Great Technical Support
All Representatives were courteous
10. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
Thank you for your wonderful feedback! We're delighted to hear that you had a great experience with our Customer Service and Technical Support teams and that our representatives were courteous throughout your interaction.
We truly appreciate you taking the time to share your experience. Your kind words mean a lot to our team and encourage us to continue providing excellent service.
Have a wonderful day!
BEWARE!!
BEWARE!!! Sketchy company. The wrapping style fireplace screen arrived defective, with one side shorter than the other. Cost was around $800. Major hassle to photograph every side of the shipping box and the unit itself. Then asked to find out the country of origin and get more photos. The unit looks like it may be a knock off sold as a legitimate high end fire screen. The “brass” feels like plastic. We are doing further investigation but please beware of purchasing here.
1. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
Thank you for bringing this matter to our attention. We have already forwarded your concern to our manufacturing team for further investigation.
Please rest assured that we are actively looking into this issue and will provide you with an update as soon as we receive feedback from the team.
We appreciate your patience and understanding while we work to resolve this matter.
Great communication
Great communication, assistance and timely.
8. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your kind feedback! We truly appreciate your comments and are glad to hear that you had a positive experience with our communication and assistance. We’re always here to provide timely support whenever you need us.
Svar fra US Fireplace Store
Thank you for your feedback! We appreciate your kind words and are glad to know you had a fast and reliable experience with our service. We look forward to assisting you again in the future.
Svar fra US Fireplace Store
Thank you for your feedback. We understand your concern regarding the shipping charge. Shipping costs are calculated based on factors such as package size, weight, destination, and current carrier rates. We appreciate your input and will continue reviewing our shipping options to provide the best possible value for our customers.
Not your fault but you remedied everything. The damaged unit was picked up today and we received the new unit 2 weeks earlier than expected. Job well done.
Not your fault, Heater damaged in shipping however the return process which is still ongoing has been painful. I was informed that I would get a return label emailed to me but that has yet to happen.
If you would be so kind as to look into this for me, I understand our heater is delayed on backorder but we very much still want it.
Sincerely,
Mike Sharpe
28. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Hello,
We’re happy to let you know that your replacement has been delivered today.
Thank you for your patience and understanding throughout the process. We appreciate the opportunity to make this right and hope you’re satisfied with your replacement.
If you feel your experience has improved, we would greatly appreciate it if you could consider updating your review to reflect the resolution.
Thank you again for your support.
Dette er Trustpilot
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Vi har et eget team og smart teknologi som beskytter plattformen vår. Finn ut hvordan vi motvirker falske anmeldelser.
Lær om anmeldelsesprosessen på Trustpilot.
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Det kan gi en skjev TrustScore å tilby belønning for eller be bare enkelte kunder om å skrive en anmeldelse, og dette går imot retningslinjene våre.