Belle FlameReviews of belleflame.com

Bad customer service. Ordered a fireplace, got it quickly, that’s the good. It was missing a few things. Contacted sales who told me those parts needed to be ordered separately…wrong. After I showed him they were supposed to be included, he asked me if I took a picture of the fireplace on delivery.huh? What is that going to prove. One part is literally an adjustable piece of sheet metal. Why would I want another one? Manufacturer took care of the problem right away. I won’t be buying anything more from Belle Flame.

I ordered an Empire propane wall heater on 2/3/25 Many many delays and excuses later, it is now 3/3/25 and they still cannot say a date for shipping. Went with a more reputable company. Do not recommend

Customer service has been terrible. Slow to answer, incorrect information.

I placed an order on an item that I needed for a project. Online it said 4-12 days for delivery on the 12th day they just sent an email saying they didn’t have it in stock and the order was canceled. They didn’t bother to give me that information earlier. I needed that item to complete a project in time and now I’m left trying to get that same item from somewhere else at the last minute.

So angry with them right now. I bought a fireplace on Black Friday and then gave the specs to my builder to build out an insert for this exact fireplace. Only to find out that this fireplace has been discontinued and if the vendor had just been honest up front we would not be facing hundreds of dollars from our builder to redo the opening for either another fireplace or no fireplace. UGHHHH. (btw this fireplace is still showing as available and will ship in 3 days on their website)

Customer service could not be any worse. Do not buy anything from this company unless you plan on keeping the item no matter what. You will never get your money back. I have been trying to get a refund on an item I returned back in Oct. '24 and I still have not received it. I had to call my bank and dispute the charge. Still awaiting resolution. Buyer beware!

Ordered two water bowls on September 28th, 2024. They charged my credit card on Oct.4th, 2024. That is when the run around started. Their website says shipped in 7-10 days. When I did not receive the product, I called with no response. Started emailing them and was told that this product takes 4-6 weeks. Six weeks went by and no water bowls. Then it was numerous new dates with the latest one being December 20th, 2024. Still no water bowls. You can never speak to anyone on the phone and you are lucky if you get a reply by email, but it doesn't matter because it was a lie anyway. Definitely would never recommend anyone to deal with this company, if I could give them zero stars, I would have but unfortunately it was not an option.

When I ordered the fireplace insert the website said shipping in 3-5 days. After several times of "next Monday" it will be shipped it was finally shipped but without the chimney liner that I ordered. Of course, all this happens with no communication. Finaly after several days I finally get a response that its on back order and possibly it will be shipped in several weeks from now. At this rate I might have it in time for next summer.