Belle FlameReviews of belleflame.com

Not satisfied at all at this point with our purchase. Our 1st order was canceled for some reason and we just received an email notification. The 2nd order took over a month to arrive. This purchase started back in July. Upon unboxing the stove and paying for someone to come install it, it appeared damaged on the front surface and all 4 corners from the box rubbing on the stove. I reported it back to Sales via email with pictures attached and got a reply "So it just needs touch-up paint?" For this expensive purchase!? Are you kidding me? I am still waiting on a simple reply so I can work with someone to resolve this issue. It is bad enough that your website doesn't mention anything about the fact that this product has a specific style of vent pipe that cannot even be obtained due to it costing 4 times that of any of the others. I have called every supplier in our area and they say they can't get the pipe! Our new home now has a fireplace with no stove and we are very frustrated. I am willing to box it all up and ship it back to Belle Flame for a full refund or undamaged replacement if needed. I just need someone to reply and communicate with us please. The last email reply I received was over a week ago and the last email I sent requesting communication was on 9/20. Still no answer.

**EDIT** I sent an email the night before last to cancel my order, same time I left my review. Well do you know my order was cancelled that very next day. They did that very quick and asked me to remove my review. I am still giving 1 star because ALL I asked for in the beginning was for someone to inform me when to expect my package to ship and was never able to get through to anyone: through online chat, phone or email Placed an order with them in mid June and on the confirmation email it stated home and garden items would be received in 6-12 business days. On July 3rd I receive and email that states "We are processing your ordered item from the manufacturer. ETA is 2-3 weeks. We will let you know once it's ready to ship." I have still not received any shipping info, tracking number. I have called multiple times and the one time I got through to a live person she immediately transferred me to an answering machine and then would not answer when I called back. I am starting to believe this is a scam and the good reviews are purchased. If I could have talked to one person to make an inquiry I would think other wise, but it has been complete silence!

They never shipped my order, and when I had them cancel it, the refund was never posted. I disputed the charge, and the bank got my money back from them. Based on my experience, online reviews, and their C rating with the Better Business Bureau, failure to ship and failure to refund money seems to be standard operating procedure. Update: 6/1/2024 On Mon, May 13, at 10:18 AM I placed an order for $446.00 with Belle Flame On Thurs, May 23, 2024, at 6:54 PM I emailed them and said, "I placed this order 10 days ago and it has not shipped. This is my first order from Belle Flame. Is this the norm? When will I receive my order?" On May 24, 2024, at 10:30 AM, Belle Flame responded and said, "The order is shipping out today." At this point, I'm extremely frustrated because it has been 11 days and they still have not shipped it. On Fri, 24 May, 2024 at 10:52 PM I responded and said, "Can we just cancel it? I ordered the same thing from a more responsive vendor." Two minutes later, Belle Flame responded and said, "It’s already packaged ready to be shipped out and we are waiting for our carrier to pick it up." He did not offer an explanation or apology, and I had zero faith that he was telling the truth, so I called their office and spoke to someone else. who canceled the order. On Fri, May 24, 10:57 AM, I received the cancelation confirmation with a stated refund for the full $446. Four days later, on May 28, when the refund wasn't showing up at all, not even as pending, I decided to dispute the charge with the bank. On May 30, the dispute was resolved in my favor. On May 31, I felt it was my civic duty to protect others and left several online reviews. Later that same day, I received an email from Belle Flame stating, "We cancelled it and refunded it to you at the same day when you ask us to cancel. But you are posting and leaving a review everywhere that the refund was not posted? It was you who asked to cancel as you said that the item was ordered somewhere else. We then simply cancel it and refunded it. This is never a gentleman thing going and posting out fake things and hampering other business." These statements from Belle Flame are false, and he still has not offered an apology or explanation. Based on my firsthand experience and all of the similar online reviews, I believe shoppers need to be protected from this business. Update: 6/13/2024 Belle Flame responded yesterday. They either have no idea what they are doing, or they are deliberately dishonest. Look at all the reviews across the internet and check out the Better Business Bureau, and you will see a variety of experiences just like mine. My experience seems to be standard operating procedure for Belle Flame, regardless of their claim.

Can someone advise how to get a refund for a cancelled order that you are told is your responsibility to dispute. Ordered in December and money taken from account within 30 minutes. May still no product and dates changed from Jan-Feb-Mar-April, was told money taken for production of our order. Now I am told that they refund but not their fault we do not have the money. No proof of refund, told to dispute with my bank. This is aweful customer service and feels like fraud. We are owed our $1,400.oo back

Product shown and description did not reflect actual product. Customer service is non-existent. No calls returned, ever. No complaints taken. DO NOT ORDER FROM THIS COMPANY

Awful customer service. I specifically asked the fellow if this set of logs included everything needed to just attach the propanegas line. Yes maam. It didn’t! And he refused to accept a return until many weeks of back and forth then he was taking a huge restocking fee and I had to pay to return! These are very heavy!

Only sent half of my order. Won’t return my calls from customer service.

better communication on delivery, took way to long for what I paid for. Also called and guy said was being mailed that day, two days later I get email with label created.