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Fireplaces USA (fireplacesusa.com) has 163 customer reviews on Five Star Index, with an average rating of 3.9 out of 5.
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Decoration & Interior · San Jose, California
Excellent
Decoration & Interior · Los Angeles, California
Excellent
Decoration & Interior · Ontario, California
Excellent
Decoration & Interior · Agoura Hills, California
Excellent
163 approved reviews, newest moderated first
Lukas S.
Fitment was fine shipping took much longer than anticipated
Response from Fireplaces USAFeb 16, 2024
Hi Lukas, Thank you for your feedback! We're glad to hear that the fitment met your expectations. We apologize for the delay in shipping and are actively working to improve our delivery times. Your patience is greatly appreciated, and we aim to provide a smoother experience in the future. Regards, Jordan
Christine C.
The fireplace itself was great but we had major issues with shipping and getting clear communication.
Response from Fireplaces USAFeb 16, 2024
Hi Christine! Thank you for sharing your experience. We're delighted to hear that you found the fireplace great. We apologize for any inconvenience caused by shipping and communication issues. Your feedback is invaluable, and we'll use it to improve our processes to ensure a smoother experience for all our customers. Regards, Jordan
Kim S.
Fireplace damaged. Customer service ignoring my emails. Contacted the BBB
Response from Fireplaces USAFeb 2, 2024
Hi Kim, I apologize for the inconvenience caused. Rest assured, we will prioritize your concern and take necessary steps to resolve the issue. I just wanted to confirm whether you would like to return the entire order or just the fireplace?
J Howard H.
HORRIBLE - 3 WEEKS STILL WAITING ON MATERIAL NO RESPONSE TO EMAILS PHONE CALLS USUALLY GO UNANSWERED UNFULFILLED PROMISES TO CHECK AND ADVISE ON ORDER HORRIBLE
Response from Fireplaces USAFeb 6, 2024
Hi Howard, We sincerely apologize for the inconvenience caused. We've noted your concerns and are actively working to resolve them swiftly. Rest assured, we prioritize your satisfaction and are committed to improving our response times. Thank you for bringing this to our attention; your feedback helps us enhance our service delivery. Regards, Jordan
Jennifer P.
Horrible customer service!! They are polite but completely unhelpful, and there is no way to talk to anyone with more authority. I am stuck in an unending loop of no resolve. I purchased a fireplace with other parts needed for install in October. I am still waiting on pieces to finish the project. It is now 3 months past when they said I would have them and there has been no communication on when I might actually see the parts. When I inquire they have no idea what I am talking about. It is as if they can not see what has been delivered and what I still need, they say they have to talk to shipping department and they will get back to me. They never get back to me. I have to repeatedly call or email them. I also requested a return of two items within their 30 day return window. When they finally replied they said that special order pieces are not returnable. I replied that the pieces I am requesting the return for are not the special order pieces. They replied, okay but now we are no longer in the 30 day return window. Yes but that is only because it takes them a week to reply to anything, and that is if they decide to reply at all. I have called their customer service at least 20 times over the last few months. I have emailed repeatedly. I am still waiting for someone to help me. I have tried to give them every opportunity to fix this but I feel like I have no other option than to file a fraud claim with my credit card company. I would not purchase from this company again, it is not worth the headache. Order #FE2330
Response from Fireplaces USAJan 31, 2024
Hi Jennifer! We sincerely apologize for the frustrating experience you've had with our service. We understand the importance of timely communication and resolution, and we regret the delays you've faced. Please know that your concerns are a top priority for us, and we are actively working to address the issues surrounding your fireplace order and return requests. We acknowledge the challenges you've encountered and are committed to resolving them promptly. Our team is reviewing the situation and will provide you with a comprehensive update within the shortest possible time. Your patience is greatly appreciated, and we are dedicated to ensuring your satisfaction. If there's anything specific you'd like to discuss or expedite, please feel free to reach out directly. We value your feedback and are determined to make things right. Thank you for your understanding and continued patience. Regards, Jordan
Ilya B.
A bit delayed on back order but service was good and works beautifully.
Response from Fireplaces USAFeb 6, 2024
Cheers Ilya! I'm glad to hear that despite the delay with the back order, you found the service satisfactory, and the product is working beautifully. Sometimes, delays happen, but it's great when the end result meets your expectations. If you have any further questions or need assistance, feel free to reach out. Regards, Customer Service Team Fireplaces USA
Graig E.
Still waiting for parts to show up on an order we placed in November. Pieces went to Colorado when we are in Wa. No communication after 4 emails trying to get answers new pieces shipped….nothing! So not happy.
Response from Fireplaces USAJan 25, 2024
We sincerely apologize for the delay and the inconvenience you've experienced with your order. We understand the frustration of waiting for parts, and we want to assure you that we are actively working to resolve this issue. The parts are en route to your correct address in Washington, and we have enhanced our communication processes to prevent such issues in the future. Your satisfaction is of the utmost importance to us, and we appreciate your patience and understanding as we work to make things right. If you have any further concerns or questions, please don't hesitate to reach out.
herbert C.
Overcharged for product. Price is $999 and I was charged $1247. Also defective. Called and your state was unwilling to accept return. Your site Advised free return. I was told I would have to pay shipping and a 30% restocking fee. I am in dispute with my credit card company
Response from Fireplaces USAJan 24, 2024
We appreciate your feedback. The Napoleon Alluravision™ 42 Deep Series Wall Hanging Electric Fireplace was priced at $1,419.00, and with the 10% discount, the final amount was $1,277.10. Please note that we don't offer free returns, and our return policy includes a restocking fee and return shipping costs. If you have specific concerns, feel free to contact our customer support for assistance.