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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
Showing 7 reviews with 3 stars · Clear filters
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
Colleen
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.
Response from Fireplaces USAJan 8, 2024
We apologize for the inconvenience caused by the bent fireplace insert upon receipt of the product. We appreciate your prompt action in reporting the issue to our customer service team with accompanying images. We regret any delay in response and assure you that our support team is actively working on addressing your request, which commenced on December 11. We're glad you find the product itself lovely, and we're committed to ensuring a swift resolution to this issue. Thank you for your patience and understanding.
Ben B.
I would have been grateful if the sales person had experience installing their products. Chimney pipe sections arrived with many dents. I was able to straighten out to an acceptable level in less than half an hour just expected better. I didn’t want to waste the company’s money by having them shipped back when I could make them work.
Response from Fireplaces USADec 21, 2023
We appreciate your feedback and apologize for any inconvenience caused by the dents in the chimney pipe sections. We understand your frustration, and we are sorry that our salesperson didn't meet your expectations regarding the installation experience. Your resourcefulness in straightening out the dents is commendable, and we value your effort in making the product work. We take your feedback seriously and will use it to improve our services. If you have any further concerns or if there's anything else we can do to assist you, please feel free to reach out to our customer service team. Thank you for bringing this to our attention.
David B.
The purchase went smoothly and delivery was very fast. However, I needed to return the fireplace as it did not meet my needs. This is where the rating dropped. It took 3 phone calls to have the return shipping label sent via email, despite being told on the previous 2 calls that it would be sent the next day. The second call was actually initiated by the company, calling to verify that I truly Wanted to return the item, not exchange it for a different item.
Response from Fireplaces USAMay 31, 2023
Hello David thanks for taking your time bringing this to our attention. We sincerely apologized for the inconvenience this may cause. The process took too long due to the issue on our emails previously which is our primary source of processing the returns. We will make sure to address the issue to our higher ups and have this issue corrected to avoid it from happening again. .
Albert
Order process was easy. Fireplace door took a month to receive. Order came damaged and I'm awaiting a response from customer service. They have been responsive.
Firebird
Flames are pretty, mirrored glass is beautiful! Weighs 55 pounds..only thing is that the crystals don’t stay put, not enough space between glass and base they keep falling down! Doesn’t come with stand so make sure you secure tightly on wall studs.
Response from Fireplaces USANov 8, 2022
Hi there! According to our Distributor it has something to do on how you arrange the crystals. Don't just pour it. Arrange them properly so it will not fall.