Do not trust this store! Their sales rep verified a fireplace was in stock and at the warehouse ready to be delivered, got an email a week later saying it was on back order with a 3-5 week lead time.... Se mer
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Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
BEWARE!!! Sketchy company. The wrapping style fireplace screen arrived defective, with one side shorter than the other. Cost was around $800. Major hassle to photograph every side of the shipping box... Se mer
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I purchased an unfinished tv console and absolutely love it! I put beeswax on it and the oak grain is radiant! The customer service is also excellent. I wouldn’t go anywhere else to buy another tv con... Se mer
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The service is excellent as well as the product. The delivery was fast. There was damage to one of the logs during shipping and customer service quickly replaced it with no hassels! I highly recomm... Se mer
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Företagsinformation
Skrivet av företaget
Explore America's largest selection of heating solutions with over 100,000 products including gas, electric, and wood fireplaces, fire pits, log sets, stoves, and heaters. Trusted by over 25,000 households, contractors, and builders. Free shipping available. Open every day 8:00 AM - 11:59 PM ET. Give us a call today!
Kontaktuppgifter
3,2
Medel
1 tn omdömen
Ber kunder att lämna omdömen
Detta företag bjuder in sina kunder att lämna omdömen – oavsett om de är positiva eller negativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 1 vecka
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
It took a long while plus additional…
It took a long while plus additional information to even purchase the product. The process for returning it was even worse with multiple requests for photos and documentation along with a large bill for restocking.
19 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for sharing your experience, and we’re sorry to hear how difficult the purchasing and return processes were. We understand how frustrating it must have been to provide multiple photos and documents, especially with the additional restocking fee. Please note that these requirements and the restocking fee are part of our company policy and are applied in accordance with our standard return process. We appreciate your feedback and will share it with our team as we continue working to make the process as clear and straightforward as possible.
Deceptive w/ item availability
Do not trust this store! Their sales rep verified a fireplace was in stock and at the warehouse ready to be delivered, got an email a week later saying it was on back order with a 3-5 week lead time. I had to cancel my order and wait for a refund - and worse, this set back our construction timeline a month. The customer service person indicated that their warehouse inventory isn’t accurate, and I asked why do you have your sales team say it is? I find this this downright dishonest/deceptive as a way to make a sale and hope the customer doesn’t care when it’s delivered extremely late. If your inventory can’t be verified, don’t tell people it can.
18 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We’re sorry for the frustration and inconvenience this situation caused, especially given the impact on your construction timeline. Inventory can change quickly as orders are processed, items are allocated to other customers, shipments are received or delayed, and warehouse quantities are updated. In some cases, there can also be a timing discrepancy between the warehouse’s physical inventory and what is reflected in the system available to our sales team.
We understand how disappointing it is to be told an item is available and then learn that it is on back order. This was not intended to mislead you, and we sincerely apologize for the inaccurate availability information and the inconvenience it caused.
Well done order promptly filled. Correct part shipped and timely arrived.
Order correct and timely shipped the correct part!
7 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your positive feedback! We’re glad to hear that your order was promptly fulfilled, the correct part was shipped, and it arrived on time. We appreciate your business and look forward to serving you again!
It was quick and easy
It was quick and easy. I am a contractor and Will definitely be using yall for future fireplace products. Thank you
6 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for the great feedback! We’re glad to hear your experience was quick and easy. We truly appreciate your business and are especially happy to know you’ll be choosing us for your future fireplace projects. We look forward to working with you again!
Fire table arrived exactly as described…
Fire table arrived exactly as described and love it!
16 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your wonderful review! We’re so glad to hear that your fire table arrived as described and that you love it. We truly appreciate your support!
The service is excellent as well as the…
The service is excellent as well as the product. The delivery was fast. There was damage to one of the logs during shipping and customer service quickly replaced it with no hassels! I highly recommend!
7 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you so much for your wonderful review! We’re delighted to hear that you’re happy with both the product and our service. We’re also glad we could quickly resolve the issue with the damaged log and make things right for you. We truly appreciate your recommendation and support!
I had a great experience with US…
I had a great experience with US Fireplace Store. Their customer service was excellent, and the entire ordering process was smooth and professional. They were very helpful, responsive, and made sure everything was handled correctly. I’m very satisfied with my purchase and would definitely recommend US Fireplace Store to anyone looking for quality products and great service.
13 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you so much for your kind words and recommendation! We’re thrilled to hear that you had a great experience with US Fireplace Store and that our team was able to provide helpful, responsive service throughout your purchase. We truly appreciate your trust and support, and we hope you enjoy your new product!
My experience with this company was…
My experience with this company was extremely disappointing. They shipped the wrong items not once, but twice, causing unnecessary delays and frustration. Unfortunately, the customer service experience was just as disappointing. There was little sense of urgency to resolve the issue, and communication felt scripted and impersonal. Regardless of the problem, the responses were repetitive and lacked any genuine effort to understand or address my concerns. It was also very difficult to reach a manager. When I finally did, the conversation was no different from those I had with the customer service and sales representatives. There was no additional authority, ownership, or willingness to resolve the problem. I would recommend that No One make purchases.
5 augusti 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Hello,
We sincerely apologize for the frustration and inconvenience you experienced. We understand how disappointing it must have been to receive the wrong items twice and to experience additional delays while trying to get the issue resolved.
We also apologize that our communication did not meet your expectations. Your feedback regarding the lack of urgency, repetitive responses, and difficulty reaching a manager is important to us, and we will take it seriously as we work to improve our customer service and communication.
We regret that we were unable to provide the level of support and resolution you expected. Thank you for taking the time to share your experience with us.
Online Unfriendly
They did not specify the size of the logs we ordered, when received they were too small. Sent them back and they charged us a 25% restocking fee on my products and the Tax amount.
Stay clear of this merchant.
26 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We’re sorry to hear about your experience. Our refunds are calculated according to our return policy. The refund amount is based on the total order amount, including tax, minus any applicable discounts, the 25% restocking fee, and shipping costs both ways, as outlined in our policy.
We strive to apply our return policy fairly and consistently for all customers and appreciate your feedback.
I purchased an unfinished tv console…
I purchased an unfinished tv console and absolutely love it! I put beeswax on it and the oak grain is radiant! The customer service is also excellent. I wouldn’t go anywhere else to buy another tv console. I also look forward to replacing my wood stove in the coming year and I will get one from them as well.
25 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you so much for your wonderful feedback! We’re thrilled to hear that you love your unfinished TV console and that the beeswax finish brought out the beauty of the oak grain. We’re also glad to know you had a great experience with our customer service.
We truly appreciate your support and look forward to helping you with your future wood stove purchase. Thank you for choosing us!
I need 12 inch od bands
I need 12 inch od bands, not 14 inch bands. the choices do not list actual size of bands. I havea customer waiting on this. We need to get this resolved as soon as we can. How do I get the right ones on the way.
20 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We have checked your order, and our order processor is already working on this request. Please check your email for any updates. An email was sent by our support team 4 days ago, and we are currently awaiting your reply so we can proceed with the next steps.
Thank you for your patience and cooperation.
Terrible Return Policy
If you want to return something. They will keep almost all of your money. Item has no damage, they up charge you for a stocking fee and shipping. Horrible and they are not transparent about this. On a $200 item I got $30 back. Do not shop here.
28 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We’re sorry to hear about your experience. Our return policy is applied fairly and consistently to all customers. Return shipping costs and any applicable restocking fees are based on the terms outlined in our policy and are communicated to customers during the return process.
We appreciate your feedback and will continue working to make our policies and procedures as clear as possible.
Sold me an item and then said hey can we get more money
Sold me an item. Then sent me this
“Good Day!
We have received an update today that the item is out of stock but we have reached out to our third-party warehouse and, the good news they have the item in stock. However, there is an additional shipping cost due to the size, distance, and weight. The shipping cost is $200. As our valued customer, we are happy to cover 50% of the amount. So you only need to pay an additional $100 to ship the item. Please let us know if you wish to proceed.
Thank you again for doing business with us!
We will wait for your response. Have a great da”
8 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Hello,
Thank you for reaching out.
We understand your concern. However, please note that your order has been canceled, and no payment has been captured, as we only requested a payment authorization at the time of purchase. Payment is not captured until the order is confirmed and ready to be processed.
Regarding the additional shipping cost, we were not requiring you to pay the extra $100. We were simply providing it as an optional solution after our third-party warehouse confirmed they had the item in stock. We also offered to cover 50% of the additional shipping cost as a courtesy.
Since you have chosen not to proceed, your order has been canceled, and no charges have been made.
If you have any further questions, please let us know. We're happy to help.
Thank you.
When trying to return items it was very…
When trying to return items it was very difficult. Then got charged 25% for restocking. Will never ever buy from them again.
14 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback. We're sorry to hear that your return experience was frustrating.
Our shipping and return policy, including the 25% restocking fee, is outlined on our website prior to purchase and can also be reviewed at any time. We encourage customers to check these policies before placing an order or initiating a return so there are no surprises.
We appreciate you taking the time to share your experience, and we're sorry we weren't able to meet your expectations.
They sent me a broken heater and wouldn't refund it so I had to dispute the charge with my credit card
One of the heaters we ordered arrived broken (glass at the top shattered). I notified them immediately and sent a photo. Despite that it took over a month and a half of them stalling, deciding to make me mail back the entire thing and ultimately then telling me the heater wasn't in resellable condition so I could only get a partial credit for the return. I disputed with my credit card and won finally to get my money back.
I had wanted to return the second heater I ordered but they made the return which should have been cut and dry so difficult I just kept it.
Terrible terrible business.
16 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Hello,
We're truly sorry to hear about your experience and understand how frustrating this must have been.
We apologize for the delays and any inconvenience caused throughout the return process. We understand your concerns regarding the damaged heater and the outcome of your return request.
Our return decisions are based on the condition of the item upon inspection and the applicable return policy. However, we understand that this experience did not meet your expectations, and we regret that it led you to dispute the charge with your credit card.
We appreciate you taking the time to share your feedback. Your comments will be shared with the appropriate team as they help us review and improve our processes.
Thank you for bringing this to our attention, and we sincerely apologize again for your experience.
Great Customer Service Support
Great Customer Service Support
Great Technical Support
All Representatives were courteous
10 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Hello,
Thank you for your wonderful feedback! We're delighted to hear that you had a great experience with our Customer Service and Technical Support teams and that our representatives were courteous throughout your interaction.
We truly appreciate you taking the time to share your experience. Your kind words mean a lot to our team and encourage us to continue providing excellent service.
Have a wonderful day!
BEWARE!!
BEWARE!!! Sketchy company. The wrapping style fireplace screen arrived defective, with one side shorter than the other. Cost was around $800. Major hassle to photograph every side of the shipping box and the unit itself. Then asked to find out the country of origin and get more photos. The unit looks like it may be a knock off sold as a legitimate high end fire screen. The “brass” feels like plastic. We are doing further investigation but please beware of purchasing here.
1 juli 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Hello,
Thank you for bringing this matter to our attention. We have already forwarded your concern to our manufacturing team for further investigation.
Please rest assured that we are actively looking into this issue and will provide you with an update as soon as we receive feedback from the team.
We appreciate your patience and understanding while we work to resolve this matter.
Svar från US Fireplace Store
Thank you for your kind feedback! We truly appreciate your comments and are glad to hear that you had a positive experience with our communication and assistance. We’re always here to provide timely support whenever you need us.
Svar från US Fireplace Store
Thank you for your feedback! We appreciate your kind words and are glad to know you had a fast and reliable experience with our service. We look forward to assisting you again in the future.
Svar från US Fireplace Store
Thank you for your feedback. We understand your concern regarding the shipping charge. Shipping costs are calculated based on factors such as package size, weight, destination, and current carrier rates. We appreciate your input and will continue reviewing our shipping options to provide the best possible value for our customers.
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
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Att erbjuda belöningar för omdömen eller att bara be en viss grupp personer att skriva ett omdöme kan påverka företagets TrustScore. Detta strider mot våra riktlinjer.