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
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Se hvordan anmeldelsene og vurderingene deres innhentes, vurderes og modereres.
Box was missing screws and could tell…
Box was missing screws and could tell the item was a return that was just reboxed and send out to the next order.
10. juni 2026
Svar fra US Fireplace Store
We're sorry to hear you received an item in that condition. That isn't the experience we want for our customers. Please get in touch with us with your order details, and we'll be happy to make this right by arranging a replacement or another appropriate resolution. Thank you for bringing this to our attention.
Impossible return process …
Make sure you research your order before you place it. I was assured the log set I ordered would fit. Unfortunately that was not the case. The return process was hands down the most tedious process I’ve ever had to do. Ultimately I had to dispute the charge with my bank to get a refund. Never an apology or more importantly never any help in getting the correct log set. I tried multiple times to get help but never was able to speak with anyone who could accomplish anything. Nice enough people but a nightmare customer experience.
1. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We understand that returns can be frustrating, especially when an item isn't the right fit. Our return process follows our established policies, which are designed to ensure consistency and fairness for all customers. We regret that this process left you feeling unsupported. Your comments regarding communication and assistance in finding the correct log set have been noted, as we always strive to provide better service. We appreciate your feedback and wish you the best moving forward.
Exactly what I wanted / needed
While it was disappointing that it took a while longer to get the fireplace control / remote equipment than I originally expected, the company was very communicative during the process and customer service very timely addressed an issue with missing control knob
26. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your thoughtful review! We appreciate your patience while your fireplace control and remote equipment was on its way. We're glad our team kept you informed throughout the process and was able to quickly resolve the issue with the missing control knob. It's great to hear you received exactly what you wanted and needed. Thank you for choosing us, and we hope you enjoy your fireplace!
I ordered a trim front for a majestic…
I ordered a trim front for a majestic fireplace and had questions post order. Everyone I talked to were so friendly and helpful and wanted to be sure I had the correct item. It arrived quickly and looks amazing. Great customer service, thank you so much.
3. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you so much for your kind words! We're thrilled to hear that our team was able to answer your questions and help ensure you received the right trim front for your Majestic fireplace. It's great to know your order arrived quickly and that you're happy with how it looks. We truly appreciate your feedback and your business. Enjoy your fireplace, and please don't hesitate to reach out if you ever need anything else!
very helpful information and assistance
I received very helpful information and assistance when placing my order. I was told how long it would take to receive my items, but they arrived much earlier!
9. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that you found the information and assistance helpful when placing your order. It's also great to know that your items arrived earlier than expected. We appreciate your support and look forward to serving you again in the future.
Beautiful fireplace!
15. mai 2026
Svar fra US Fireplace Store
Thank you for your feedback! We're thrilled to hear that you love the fireplace. We appreciate your support and hope it brings warmth and enjoyment to your space for years to come.
PROMPT SERVICE AGAIN
ORDERED A SECOND SET OF CHIMNEY SURROUNDS AND THE PROMPTNESS OF GETTING THEM OUT AND DELIVERED WAS GREAT JUST LIKE THE FIRST ONE, I APPRECIATE THAT THEY ARE ON THEIR GAME.
30. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that your second set of chimney surrounds arrived promptly, just like your first order. We truly appreciate your continued business and are glad our team could provide you with another great experience. Thank you for taking the time to share your comments, and we look forward to serving you again in the future.
Great experience and prices
Great experience and prices. My order was promptly handled: product shipped and customer service stayed in touch via email. All of my concerns were rapidly and professionally dealt with. Highly recommend
2. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your kind words and recommendation! We're thrilled to hear that you had a great experience with both our pricing and service. Providing prompt order processing, clear communication, and responsive customer support is a top priority for us, so it's wonderful to know that we were able to address all of your concerns quickly and professionally. We truly appreciate your business and look forward to serving you again in the future!
Great customer support
Great customer support, and great pricing. In this inflationary economy we are always trying to find sources that help us stay close to margins. It's an uphill battle, particular in this space, but we are greatful as a licensed contractor that they work with us to hit targets
12. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your thoughtful feedback! We're honored to support licensed contractors like you and understand the challenges of maintaining healthy margins in today's economic environment. It's wonderful to hear that our pricing and customer support have helped your business stay competitive. We truly value your partnership and look forward to continuing to work with you to provide quality products, reliable service, and the value you need to meet your goals. Thank you for your trust and support!
Us Fireplace supplied us an exterior cap part
Us Fireplace supplied us an exterior cap for our new gas fireplace. They had competitive pricing, great communication on delivery and it arrived in perfect condition. Great company for these special items. Thank you!
29. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your wonderful feedback! We're delighted to hear that you were happy with the competitive pricing, communication throughout the delivery process, and the condition of your exterior cap upon arrival. We strive to make purchasing specialty fireplace components as smooth and hassle-free as possible, and it's great to know we met your expectations. We truly appreciate your business and thank you for choosing us for your fireplace needs!
Replacement logs
Oder arrive promptly. One log was damaged but they quickly replaced it. Great customer service answering questions as well.
14. mai 2026
Svar fra US Fireplace Store
Thank you for your feedback! We're glad to hear your order arrived promptly and that our team was able to quickly replace the damaged log. Providing responsive customer service and helpful support is very important to us, and we're pleased that we could answer your questions and resolve the issue to your satisfaction. We appreciate your business and look forward to serving you again in the future!
Runs a memorial day sale all items "in…
Runs a memorial day sale all items "in stock " order kit they respond saying its out of stock but theyll split the difference .. so another 70 bucks .. get said parts they send me stuff for a stove not for a chimney for a hot water heater .. total joke .. their fix is to purchase another 700 dollar kit they can eat a**
13. mai 2026
Svar fra US Fireplace Store
Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you experienced. We understand how disappointing it is to place an order during a sale, be informed that an advertised in-stock item is unavailable, and then receive products that do not match your intended application.
Providing the correct parts and accurate inventory information is extremely important, and we regret that we fell short of your expectations. We also understand your concerns regarding the proposed resolution and the additional costs involved. Your feedback has been shared with our team for review so we can improve our inventory management, order accuracy, and customer support processes.
We appreciate you taking the time to share your experience and apologize again for the difficulties you encountered.
Poor communication
The main issue is l ack of communication and meaningful communication. I have worked in China and dealt with folks there, and the kind of communication I received with US fireplaces was very much like dealing with Chinese folks. This leads me to strongly suspect I was dealing with Chinese customer service people, not US based folks. They never address you question but assure you everything is well and you are there #1 customer etc. It took two weeks before my order was shipped even though they were in stock. In the end it arrived but only after much heartache. Buyer beware!
24. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for sharing your experience. We sincerely apologize for the frustration caused by the lack of clear and timely communication regarding your order. We understand how important it is to receive direct answers and regular updates, especially when an item is in stock. While we're glad your order ultimately arrived, we regret that the process took longer than expected and caused unnecessary stress. Your feedback is valuable and will be shared with our team as we continue working to improve our communication and customer service experience.
Good and Quick
I received a better discount than other online companies with good notifications and quick delivery
13. mai 2026
Svar fra US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that you received a great discount, appreciated our notifications, and were satisfied with the quick delivery. We value your support and look forward to serving you again soon!
Horrible service ordered fireplace in…
Horrible service ordered fireplace in half a year didn't get it, got bunch of attachments for that fireplace and they don't want to take it back I'm sitting around $1,000 out of my pocket
14. mai 2026
Svar fra US Fireplace Store
Thank you for your feedback. We sincerely apologize for the frustration caused by the delay.
Throughout the process, we provided updates regarding the status of the fireplace order. Ultimately, you requested to cancel the fireplace because you could no longer wait for delivery, and we honored that request by issuing a full refund for the undelivered item.
Regarding the accessories delivered, they were shipped as ordered. Our Shipping and Return Policy, which is available on our website, outlines the terms and conditions for returns and refunds.
We understand how disappointing delays can be, and we appreciate your patience throughout the process. We value your business and continuously work with our support team to improve communication and delivery timelines for our customers.
Thank you for sharing your experience with us.
Great product and service
The US Fireplace Store sold us a great product, delivered it in a short period of time, and were very professional and easy to deal with. Five stars for this great company.
15. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We're delighted to hear that you were happy with both the product and the service you received. Providing quality products, timely delivery, and a smooth customer experience is always our goal, so it's wonderful to know we met your expectations.
We truly appreciate your business and your trust in us. Thank you for choosing The US Fireplace Store, and we look forward to helping you with any future fireplace or home heating needs.
Amazing service they turned a bad…
Amazing service they turned a bad experience into a great one
1. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for your review!
We're grateful for the opportunity to make things right and are delighted to hear that we were able to turn a challenging experience into a positive one. Providing excellent customer service and finding solutions for our customers are always our top priorities.
Thank you for your patience and for giving us the chance to assist you. We truly appreciate your business and look forward to serving you again in the future.
Never received gel fuel
Never received gel fuel. Your customer service team s horrible
3. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
We sincerely apologize for the frustration caused by not receiving your gel fuel order.
This is not the experience we want our customers to have. Please contact us with your order information so we can investigate the issue and assist you further. We appreciate your feedback and the opportunity to make things right.
Thank you.
Svar fra US Fireplace Store
Thank you for your wonderful feedback!
We're glad you enjoyed both our product and service. Your support means a lot to us, and we look forward to helping you again in the future.
Not a pleasent experience at all
Not a pleasent experience at all. You order, pay, and then someone, somewhere gets into action and orders whatever you ordered at their kitchen table, from a supplier. At that point they find out what is in stock and will be drop shipped. I had around $10K in not available items. Payment was taken, and they were not even sure when it would ship (took 2-3 months!).
We had an add on accessory box with one of the parts being the wrong part inside that box and when I finally reached someone, the first thing she could bring up was not an apology, or a "we're gonna fix this", but a "you are outside your complaint window".
You can tell by the many reviews, over 50% are NOT positive. That’s a horrible record. The only 5-stars are simple orders where nothing went wrong, and no further contact was needed.
When something does go wrong you get a “you are outside the return window, we got you cornered and will no longer take care of you”… and “that’s our policy”.
That’s ABSOLUTELY horrible horrible customer service.
All subsequent email conversations seem AI generated, unpersonal, generic answers. You get nothing taken care off.
Even tried to get a first name multiple times. It just gets ignored.
They have no real store, no real location. Learned my lesson the hard way.
Look a bit further, find a real store, and be happy.
31. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra US Fireplace Store
Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and regret that it did not meet your expectations.
We understand your frustration regarding item availability, lead times, and the accessory issue you described. While we do our best to provide accurate stock information from our suppliers and keep customers informed throughout the process, we recognize that delays and fulfillment changes can be disappointing.
Regarding your concern about support communication and the resolution of your issue, we also regret that you felt your concerns were not handled with the level of care and clarity you expected. Our team follows documented policies regarding return and claim windows, but we understand how important it is for customers to feel heard and supported when issues arise.
We take all feedback seriously, including concerns about communication style and customer experience. We are continuously working with our team and partners to improve responsiveness, clarity, and overall service.
We appreciate you bringing this to our attention and are sorry that your experience led to this outcome.
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