Fireplaces USAReviews of fireplacesusa.com

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.

Fast delivery. Beautiful flame, but have problem’s with the fireplace, the temperature from Celsius to Fahrenheit the Fahrenheit does not work. And the force fan seems not as strong as it should be. There is noise from where flame turns. I turned this in and hopefully will be addressed in a timely manner.

Product arrive approximately 2 weeks after ordering. Phone customer service was unable to provide an update about the product location. Notice about product delivery date occurred one day in advance of arrival. Box was delivered to the front door.

Great priduct

Fast and no issues.

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

Customer service was helpful before and after our fireplace purchase. We received the best price from Fireplaces USA after comparing several companies. There was not clear information on delivery of our fireplace which was confusing - the tracking information brought up a different order & an item we ordered was not included when delivered (even though the email listed it as being shipped) - but customer service quickly provided the correct tracking information, and our missing item was backordered without notice and we did receive it a couple weeks after. Overall, I would recommend Fireplaces USA!

Overall it was a very good experience. The only challenge was getting information on product for direct vent.