Fireplaces USAReviews of fireplacesusa.com

The extra effort Chuck and the staff went thru to accommodate my needs

Fast shipping. Great prices

Fireplace is damaged Tried calling multiple times and can’t get a response Update: I got an email saying they’ll have the ware house reach out to me but I still cannot get someone on the phone. I would not recommend this company to anyone. Their lack of communication after a sale is absolutely unacceptable.

The fireplace was delivered with broken glass. 6 weeks later the replacement glass was also damaged. The company is not responsive to scheduling returns. I have called and emailed half a dozen times. They do not have a technical support person who will return calls or emails. Buyer beware!!! Terrible service. Despite the comments below, they say that I cannot return the broken fireplace they sent me. Absolutely criminal to not refund me for delivering broken parts and dragging me through 2.5 months of limited responses.

I appreciate the way it was shipped. The fireplace was strapped upright to a pallet, so there could be no damage. They truly care about their products. I love the fireplace and all of the options of colors of the flames and the crystals on the bottom. It looks great in my basement.

I absolutely love this fireplace! I really appreciate the way it was shipped to me. It arrived strapped to a pallet, so there was no way it could be damaged during shipping It definitely gave my wall the look it needed. I am so impressed with all of the options for colors of flames and crystals in the bottom. It looks very sleek on and off. I would definitely recommend this fireplace.

I purchased a $5000 gas fireplace for propane. Came without a conversion kit. Lava rock media does not have a tray, on instructions it shows going on the tray and media jig. 2 weeks of trying to contact company without any coherent response. Avoid at all costs.

I placed an order, #FE 2400, for an electric fireplace, Amantii ZECL-31-3228 STL & Square Surround from Fireplaces USA on October 24, 2023. After almost 2 months I received my order via FedEx on December 9, 2023. The next day, upon removing the electric fireplace from the box, I plugged the fireplace into a wall receptacle & turned the unit on. I immediately heard a loud pop sound from the rear of the fireplace. I immediately unplugged the unit. I checked my home circuit breaker for this outlet and found it was not tripped off. I waited 10 minutes or more to plug the unit in and attempted energize it. The unit will not turn on at all. The unit continues to be non-working after further attempts using other outlets in my home. Reading the trouble shooting section of the unit’s instruction booklet, it says possible causes of not turning on is the appliance fuse has blown or the circuit board is burnt out. At risk of fire in my home and the unreliability of this new unit, I contacted Fireplaces USA on December 11, 2023 with a description of this failure and requested under warranty to return this unit and square surround for a full refund. In addition to the non-working Amantii unit the dimensions of the square surround are different than those listed on the website. That same day, I received an email reply from Kevin of Fireplaces USA as follows: "Sorry for the inconvenience caused. We will check with our warehouse and let you know about the Updates." Two days later I received a call from Brandon P. from Amantii telling me he received notice from Fireplaces USA of an issue with my Amantii electric fireplace and requested a description of what happened. I described what happened & told him I am requesting a return & full refund under warranty for the surround & defective Amantii fireplace I received. Since December 13, 2023 I have heard nothing further from either Fireplaces USA or Amantii. I have attempted to contact both through email & have received no reply. I have attempted to contact Fireplaces USA customer service by telephone but was told by recording, "no-one was available to take the call & leave information for call back". I my opinion Fireplaces USA customer service is terrible & almost non-existent.