Fireplaces USAReviews of fireplacesusa.com

The lady on the phone who helped me order my fireplace was very helpful. My fireplace arrived just when they said and was easy to install in my fireplace. I love the convenience of having a fire without having to chop wood or clean up a mess later. It really warms my house.

I did not receive my order. After calling to share, they said they will reimburse me. However, I was underwhelmed by the lack of customer service. I even had to inquire about when I’d be reimbursed and how that would be tracked. Maybe larger orders get better service and attention, but as a business owner, I believe in equity with customer service.

I ordered a $2,700 + fireplace that was delivered damaged and busted in a million pieces and this company refused to give me a full refund. They offered to send a replacement and my contractor had already replaced it for me. I told them I would pay the shipping fee to have it returned and wanted a full refund. After countless emails back and forth and calling them every day for 2 weeks to check the status of my issue, I was told they would give me a refund and send out the shipping label the next day, two weeks pass, and I still didn't receive a shipping label. I called them to check the status and they told me I would not be getting a refund, and they would send a replacement. I had to speak with upper management and STILL have not had this issue resolved. They don't know how to communicate and their customer service sucks. It has been a headache dealing with them and I HIGHLY recommend you do not buy from this company. Fireplaces "USA" also employees no one who speaks proper English, so that's a lie too. DO NOT BUY FROM THIS WEBSITE OR COMAPNY!!!!!

We received what we ordered in a timely manor and it looks great. The price of the gas log kit was the best we could find so that's a plus.

We ordered 2 fireplaces and the sales rep ordered the wrong products. We haven't been able to resolve this issue with the company, despite over 100 emails and phone calls to attempt to return these incorrect items. It's been the most frustrating customer service experience we've ever managed.

This went bad from the start. Was told ALL items in stock...October 16th order placed. October 27th...told ALL item shipped, but really only one item shipped....a trim kit. Following week told remainder of items shipped....but only 1 of two remaining shipped...the blower unit. Nov. 9th....THE ACTUAL FIREPLACE finally shipped by delivery company called FRAGILEPAK, whatever that is.... but won't be available for delivery till December 12 to the 15th..then will have to set up an actual delivery date to final location. Maybe a Merry Christmas or Happy New Year????!!! I sure hope the wait will be worth it with NO damage to the fireplace itself after more that 30 days on the road probably in a truck. Be aware. Really wish it could have been more postitive!

I purchased the Napoleon electric logs. These logs far exceed my expectations. The logs are hand painted and look Shockingly realistic. The red glow and flames are also realistic. They are a little pricey, but worth it. I recommend them without reservations.

The fireplace is awesome. Very easy to install and performs really well. I purchased the surround to go with it. Unfortunately, it was the wrong size and I was unable to use it. IMO, this could have been caught at the time of purchase. Perhaps a simple alert asking if I was sure I wanted that surround even though it was not compatible with the unit I purchased. Fireplace USA did take it back without issue. In the end, I decided to go without the surround and it came out great. Thanks, Mark