Cornerstone Mantels & FireReviews of cornerstonemantels.com

Response from Cornerstone Mantels & FireJul 20, 2016

Hi Dennis, Showing the correct product was delivered on 6/17/16. The original order was placed on 5/15/16. However, the items in your order were on back order until Mid-June. We did send an email notification with the back order status. However, our shipping department accidentally shipped out another product by mistake. The delay on the items you originally ordered was due to them being out of stock. We apologize for the inconvenience.

Response from Cornerstone Mantels & FireMay 20, 2016

Hi Robert, We sincerely apologize for the inconvenience. This item ships direct from the manufacturer. The order was received for fulfillment on 4/19/16 and we have requested feedback as to why it has not shipped as of yet. We will provide an answer to you within 24 hours. Regards, George

Response from Cornerstone Mantels & FireJan 11, 2016

Hi Robert, You ordered a logset on our website and ordered the wrong fuel type for your existing fuel source. Under our 100% satisfaction guarantee, we replaced the logset at no charge. We shipped the correct logset (again at no additional charge) and your reported it was received damaged. We then processed another new replacement order (again at no additional charge) and you refused the shipment. You have been refunded for your new order and the refused shipment. However, we have emailed you numerous times requesting the tracking information for the set you said you returned that was damaged. We have no record for this return. There was a return authorization issued for the original order. However, it was never received. If you have the tracking information for the return we would be able to investigate further. Thank you

Response from Cornerstone Mantels & FireSep 3, 2015

Hi Bud, We are sorry you had a bad experience with your purchase. We do have a new customer service team working on inbound calls and it is taking awhile to get them up to speed.

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]