Cornerstone Mantels & FireReviews of cornerstonemantels.com

Response from Cornerstone Mantels & FireJul 21, 2015

Hello Conrad, We apologize that you had issues reaching out customer service agents. At the time you placed your order we were in the process of rolling out a new customer service process. So we had some delays in call answering while the new system was being rolled out. Looking at our records we have three tickets that were opened with our customer service: 1. On 6/10/15 you contacted our customer service with product questions. We responded the same day and answered all of your questions. 2. On 6/18/15 You placed an order through our online store (#14165) and it was processed the same day. 3. On 6/18/15 you sent a request to add a product to your order and specified in your request to only add the product to your order if it worked with the products you ordered in order #14165. The products of interest were not compatible so they were not added to your order. 4. Your order shipped on 6/23/15. This was 4 business days from the time you placed your order and within our shipping policy of 3-5 business day lead time to ship. (UPS 1Z19V86F0346864444) 5. 6/25/15 Order was delivered. (6 Business days from the time of your order) 6. 6/25/15 You contacted our customer service department and requested information on your order. 7. 6/25/15 our tech support department emailed you at the email address you provided to reach out for support. We have no further correspondence on your account after this contact email. If there are still issues that you need help with or questions on your order please email our tech support at [email protected] and we will get back to you same day if received before 1pm. Otherwise within 24 hours. Again our apologies for the inconvenience. Regards, George Customer Service CornerstoneMantels.com [email protected]

Response from Cornerstone Mantels & FireJul 14, 2015

Thanks for your feedback. Many of the fire pit parts are sold individually and as "parts". This includes all of the American Fireglass kits. Very similar to how you would purchase parts at your local hardware store. Only UL listed products/appliances come with instructions per US standards. We are more than happy to help you troubleshoot your installation. We have professional fireplace techs that can make sure you are using the right parts for your design. Your review does not include order number so if you can email us at [email protected] or contact us at 888-520-3473 and ask for level 2 tech support we can help with your fuel questions. If you are using a 20lb tank 5 nights of use is probably accurate depending on the burner system you have. Regards, George