US Fireplace Store Anmeldelser 

I received a large order of glowing embers quickly when I needed them in our busy season

High quality grate and they worked super fast to get it shipped by Christmas. Thank you!

Although I had a rough start because the unit I ordered was discontinued, the company came through and the logs were expedited and arrived in time for my husband’s bday. I had several calls and chats and was very pleased with the company response. We love our new logs! Thank you!

Company lied about delivery times, prolonged the order twice, customer support lied about call back times and promises, charged me shipping both ways and charged me a restocking fee on a blower for a wood stove order that was cancelled because of company’s neglect of accurate availability and ability to fulfill order in a timely manner

Shipping was amazing also the item was double boxed with enough padding to cushion the glass part. This beautiful piece is definitely a conversation starter although I haven’t gotten to use it yet… so I cannot tell about the functional aspect. I wouldn’t expect any issues though

Refuse to answer multiple requests for help . No managers available for over a week . Have requested a full refund for last duplicate purchase. The US Fireplace rep I spoke to was in the Philippines and kept checking if someone was available ?? Please explain

Customer support was excellent.
I was help my questions regarding product availability.

I am trying to return the fireplace remote I ordered as it is not the same as the one pictured online and is not compatible with my fireplace insert. I am not getting ANY satisfaction in the return process. I would like a return shipping label emailed to me and a refund issued (minus the return shipping and the restocking fee). I will be reaching out to the Better Business Bureau regarding the lack of follow through on my return request, also that the picture displayed online is not what the product is.

The current environment for sellers is to have no-charge freight. US Fireplace had a large, fixed dollar amount for freight, which I accepted when I ordered several items, BUT US Fireplace did not have stock for a couple of the items that I ordered, which made the fixed, large dollar amount of freight a large percentage of the total sale.

Easy to order. Arrived in a reasonable time. easy to install. Good communication about the order.

I returned my order to US Fireplace via your shipping wharehouse after several phone calls, emails and pictures requested by US Fireplace. I started contact with them within 3 days after receiving the order. On 12/10/25 I paid the USPS, $92.05 to return my order,(2boxes)to your warehouse; F&C Distributors.; They deducted $209. for restocking fee, taken out of the Bread Financial refund leaving me to pay back to Bread $183.10. All of this plus Bread Financial threatening my credit and $25.00 late fees for something I didn’t even have, after contacting Bread several times about the issue, three weeks before payment was due. So I end up getting burned for nearly $500.00 by US Fireplace and Bread Financial because I returned the items that were not suitable for our home. This is the worst experience I have ever had with any company, purchase or return. I will be contacting the Federal Trade Commission, Better Business Bureau and my attorney over this matter.

Easy to navigate the website and determine exactly what product was right for our fireplace. Price was fair, and the look of the logs was one of the best, most realistic designs for the ventless logs that we researched. After purchase, email updates were frequent, and the logs arrived on time and in great condition, with easy installation.

Still waiting on parts that did not ship. I was told they would check with the wareouse and its been over a week. Initial response to email was great then. .....nothing sent a second email ...nothing

Good experience. Would do it again.

Part of my order was delayed but they stayed in contact with me and overall I am very happy with the product, price and customer service

This company tried to bait and switch. Advertised at a good price, then said the item was discontinued when several other stores still had the item available for sale.

I cannot possibly tell you in this amount of space how bad my experience was. From confirmation of order on 11-19-25 USF 36050 to numerous inconsistent communications on 12-3, 12-4 after calling to inquire about my order, 12-5, 12-6 when I was told it was out for delivery to 12-16, when it was delivered. In addition, there are several scratches which I decided that I would live with rather than try to have any communication with anyone at your company. Surely, you can look at the communications (emails) associated with this order and realize how frustrating this entire experience was.

I ordered fireproof panels for my Osburn wood stove. they panels were broken when they arrived. i sent pictures and a description of what happened to them and within a week I had two other panels arrive, both Broken again, I sent pictures and a description again.
about a week later I received another package, the panels were in good shape. costumer service is very good, they stand behind their company. they do need to be a little more attentive in packaging, but it all worked out in the end.

Thank You
Gregg

First of all, the fireplace screen is beautiful and well made. Ordering was super easy. I used Venmo to avoid the credit surcharge at the suggestion of their customer service representative. He was so patient and helpful. The first screen arrived damaged, but they answered my email that day and began the process of sending a replacement immediately. I knew they would make it right, and they did!

This order took TOO long to ship. I was watching tracking and it was stuck at a nearby facility for days past expected delivery. So I inquired about why it was taking too long and was met with unprofessionalism and “not our problem “ attitude. (Don’t use the holidays as an excuse! I ordered many things online with no delay or issues.) So I stated I would not accept delivery if it did not arrive on time. Then it was delivered without requiring a signature. I received an email that insisted I inspect and sign for delivery in case of damage. The delivery company dropped it off and left. There were boxes on the pallet that were crushed and wrong way up. I ordered from the WRONG company and I will never order from this place again.