Belle FlameReviews of belleflame.com

Ordered online on 11/11/25, was instock & to be delivered in 4-12 days. It's 12/8/25 & have called (only can leave voicemail), emailed & tried the chat (sat for an hour twice no NO chat response). Just want status on if it IS going to ship - think we need to cancel but not sure how to do that either. Very disappointing with a non-working fireplace!

Order was placed over a month ago with no shipment yet. I have made multiple attempts via phone and email with no response. Very unhappy with my choice to purchase from Belle Flame.

Had a problem with the unit. They kept making me have it tested ($200). First company was not their required certification level. They did not believe second. Out $1,200 until I accidentally found a loose wire in the unit. Now I can turn it in manually but the remote does not work at all. They said to work with the manufacturer and the manufacturer said work with them. Total expensive disaster. Buy somewhere else.

I placed a $1600 order for Class A pipe 15 days ago and have had absolutely no response to multiple voicemails, emails, and online chat. The worst customer relations I've had, ever. Horrible, non-responsive customer support. They won't return a phone call, email, or respond via online chat. I'm sure they'll be out of business within weeks. Horrible company. Stay far, far away.

Update: No response to calls or emails other than 1 time saying it would ship the next week-it didn’t. Now the website for the store has been taken down. Appears to be a fraudulent site. Previous: Will update when I receive my order. We are nearing 30 days from my order date and they told me my order would ship last week but I don’t have a tracking number yet. This is stressful as I need to make sure someone is there to receive the delivery and inspect it. I decided to give them a chance due to their nice prices. Also beware, website advertises no sales tax but then it is charged during checkout. They need to update the website. Also they haven’t answered the phone yet and only received one response email so far after the original order emails.

Absolutely horrendous customer service!! I wouldnt shop here again if it were the last place on earth. I dont recommend this place at all. Ordered an item that has a serious safety defect after spending $2000 and no one is willing to help us. They're space heaters are trash!!! Do not buy them!! We are dealing with an issue that shouldn't even happen and yet again, NO ONE is available to help refund our money. Looks like we will be reaching out to a lawyer to assist with this one!!

I am still missing the soap stone cover for the stove. That is still not resolved.

Charged twice for $350 order. It took several days for my order to ship so I requested to cancel the order, but the order was shipped anyways. A month later I discover that my credit card was charged twice for the same product. I requested a credit and have never heard back. I had to open a dispute with my credit card company. Update: initially I used the name of the person who owns/works at Belle Flame. Belle Flame requested I remove the person’s name, although they never responded to my email requesting a credit.