Belle FlameReviews of belleflame.com

Customer service representative Lionel was a great help and we appreciate all he did for us. Excellent customer service. Made 80 plus Senior very happy.

I like the product. It was delivered in good condition also fair prices. Thank you!

Very responsive and best price. Check these guys out you wont be dissapointed

Good communication and my replacement firebox and felt arrived in perfect condition ! Will order again Thanks

On 7/9/25, I ordered a Navien NPE-210SC tankless water heater. The website said the item was in stock and should ship in 1 to 3 business days. On 7/22/25, I had not received my order or any shipping information, so I contacted the company. On 7/23/25, I received an email from Lionel saying that they were processing my order from the manufacturer and it would be another 1 to 2 weeks. I replied back later that day after checking their website, and this exact product was showing as in stock and would be able to ship out in 1 to 3 days. So, I started looking at the company reviews and found stories that sounded like mine. I then went to the manufacturers website and called Navien. I was told that Navien does not sell directly to the public, but you can buy them from an authorized distributor. I asked if Belle Flame was on their list of authorized distributors and they could not find that company name in their system. They said I could also search for an authorized distributor on their website. You can search by City and State and see who is authorized to sell these products. After seeing all this information, I canceled my order on 7/23/25. On 7/24/25, I called my credit card company and filed a dispute about this charge. On 7/24/25, I went back to Navien’s website to find an authorized distributor and emailed a few companies for a quote about the tankless water heater. On 7/25/25, I received an email from Lionel letting me know that my order was canceled and I would receive my refund in 1 to 3 business days. On 7/29/25, I emailed asking where my refund was and I was told it would be in another 1 to 3 business days. On 7/30/25, I submitted a formal complaint to the Better Business Bureau about this company. According to the BBB.org website, Belle Flame is not a BBB accredited business, with an “F” rating. A few hours later on 7/30/25, I sent an email to Belle Flame that I had filed a formal complaint with the Better Business Bureau, my credit card company and Navien against their company. I received an email back from Lionel at 7pm on 7/30/25 that said, “You are such a waste of garbage.” At 7:15pm on 7/30/25, I received an email showing my refund of the full amount of my order. At 7:16pm on 7/30/25, I received an email from Mike Boryc saying, “We acknowledge receipt of your recent message regarding your formal complaint filed with the Better Business Bureau (BBB). While we understand delays can be frustrating, please be advised that shipping and fulfillment timelines for certain items, particularly those shipped directly from the manufacturer are beyond our direct control. As we clearly communicated during the order process, Navien experienced unforeseen delays which impacted your shipment. We would also like to bring to your attention that a full refund has already been issued in good faith. Despite this, you have continued to post multiple defamatory and misleading reviews and complaints that include false statements about our business and the circumstances of your transaction. These actions are damaging to our reputation and are not only unethical but may constitute defamation and tortious interference with business relations, both of which are actionable offenses under applicable state and federal laws. You are hereby formally requested to remove all false and defamatory reviews and complaints within 24 hours of this notice. Failure to comply will leave us with no option but to escalate this matter further, including pursuing legal remedies for reputational harm and filing a counterclaim with the relevant platforms and authorities. We urge you to reconsider your approach and allow this matter to be resolved in a fair and professional manner.” The refund was issued; I am waiting for it to be reflected on my statement.

The absolute WORST company to deal with (stay far away from Belle flame). We ordered a Hot Water Heater from Belle Flame and they were fast to charge $2000 to our credit card. They told us they would ship out fast from their NY location and we would have it within a week. A week later we received nothing, no contact at all from them, no email with shipping info, no contact from them at all. A week later we called to find out if our order shipped and we found out nothing had shipped and they said it would ship out on Tuesday and we would recieve it in 3-4 days. Another week went by with no news from them, no receipt of the water heater we ordered and paid for, no emails, no shipping tracking number, nothing from them. Another week went by with no contact and no news from them, no item shipped or received, they are the absolute WORST company I ever delt with. I would say they have poor customer service but the truth is they have NO customer service at all. Long story short, they waisted our time and money and we never received anything from them. Please save yourself the time and aggravation and stay far away from Belle flame. - I'd give them zero stars if it were an option. A big waist of time and money and frustration with this company. The absolute WORST seller in the internet!!!!

I have been waiting almost two months for materials for a client. They have lied and misled me, when they decide to respond, about delivery date. Ordered on 6/3. Delivery was first First it 6/28, then it was 7/12, then 7/22. Now I am told beginning of August. This wait is endless and difficult to even get into contact with someone, who I have no idea if they're lying to me or not.

Great product. Fast shipping. Great value. Terrific communication. There was a minor hiccup in what was delivered vs. what I expected and the company was very responsive and corrected the issue without any hassle to me. I would definitely buy from them again and will go here first when making future purchases.