Fireplaces USAReviews of fireplacesusa.com

I received an email offering a $50 credit to write a review but after doing so they didn't honor their offer or respond to any of my emails. I’m editing this after seeing your response. My order # is FE2452. You have all my info to reach out to me and make this right.

NO CUSTOMER SERVICE

The product is pretty and functions however fireplace insert was bent. On day of opening I called customer service to report, still no response to call. However, I emailed, immediately next day and provided pictures too., with box pictures showing no damage to box. There support team is still working on request ( 12/11 emails started). Product is lovely.

Maybe not a scam, but they have _very_ shady tactics, including: hanging up on you when you try to cancel an order, not calling you back when they say they will, ignoring your call if you try to call back, and lying about shipping timelines. I tried to cancel my order 1 week after ordering because it hadn't shipped yet and I needed it by the end of the year. I was told on the phone to wait one more week and it would for sure be sent. Here we are, 3 weeks later and many phone calls back and forth and I still haven't been refunded the full amount due to "the policies of our system". Bottom line, they'll do whatever it takes to make a profit. Additionally, if you are looking for a fireplace, just find companies like Arizona Fireplaces instead; this company just orders from companies like them and takes a profit on it. I ended up ordering from Woodland Direct and the order was shipped the next day.

When I originally contacted the company, I was told by customer service (800 number) that the product I was interested in was back-ordered until February 1, 2024. I called the company directly and spoke with Kevin. Somehow, he was able to expedite the order and it arrived at my home before Christmas! The gas logs work perfectly and look beautiful. Awesome service!

I ordered a remote control switch that I do not need. I have made multiple requests to return this item and receive a refund. I have been promised a return shipping label multiple times and have not yet received it. This has been going on for weeks now. I have filed a complaint with the Better Business Bureau. I will look to file a complaint with the state consumer protection agency next.

Ordering was easy. Instructions and installation was simple and straightforward. Highly recommend!

At first I was nervous about making such a big purchase online, but they really had the best prices, and the reviews were good so I went for it. I am glad I did, everything came in good condition and quickly, with the exception of one piece that came late because it was on backorder. I would have given five stars but it took two calls to customer service to find out where the rest of the order was. That made me nervous since it was a $500 insert, and their automated email looked as though it was already delivered. But, with that said, it came quickly once the date for the back order they provided came, and it was in good condition, so it they find a way to alert you to a delay that will be awesome. Good experience overall.