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
Företaget har svarat
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
Företaget har svarat
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
Företaget har svarat
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
Företaget har svarat
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.
Not your fault but you remedied everything. The damaged unit was picked up today and we received the new unit 2 weeks earlier than expected. Job well done.
Not your fault, Heater damaged in shipping however the return process which is still ongoing has been painful. I was informed that I would get a return label emailed to me but that has yet to happen.
If you would be so kind as to look into this for me, I understand our heater is delayed on backorder but we very much still want it.
Sincerely,
Mike Sharpe
28 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Hello,
We’re happy to let you know that your replacement has been delivered today.
Thank you for your patience and understanding throughout the process. We appreciate the opportunity to make this right and hope you’re satisfied with your replacement.
If you feel your experience has improved, we would greatly appreciate it if you could consider updating your review to reflect the resolution.
Thank you again for your support.
Box was missing screws and could tell…
Box was missing screws and could tell the item was a return that was just reboxed and send out to the next order.
10 juni 2026
Svar från US Fireplace Store
We're sorry to hear you received an item in that condition. That isn't the experience we want for our customers. Please get in touch with us with your order details, and we'll be happy to make this right by arranging a replacement or another appropriate resolution. Thank you for bringing this to our attention.
Impossible return process …
Make sure you research your order before you place it. I was assured the log set I ordered would fit. Unfortunately that was not the case. The return process was hands down the most tedious process I’ve ever had to do. Ultimately I had to dispute the charge with my bank to get a refund. Never an apology or more importantly never any help in getting the correct log set. I tried multiple times to get help but never was able to speak with anyone who could accomplish anything. Nice enough people but a nightmare customer experience.
1 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We understand that returns can be frustrating, especially when an item isn't the right fit. Our return process follows our established policies, which are designed to ensure consistency and fairness for all customers. We regret that this process left you feeling unsupported. Your comments regarding communication and assistance in finding the correct log set have been noted, as we always strive to provide better service. We appreciate your feedback and wish you the best moving forward.
Exactly what I wanted / needed
While it was disappointing that it took a while longer to get the fireplace control / remote equipment than I originally expected, the company was very communicative during the process and customer service very timely addressed an issue with missing control knob
26 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your thoughtful review! We appreciate your patience while your fireplace control and remote equipment was on its way. We're glad our team kept you informed throughout the process and was able to quickly resolve the issue with the missing control knob. It's great to hear you received exactly what you wanted and needed. Thank you for choosing us, and we hope you enjoy your fireplace!
I ordered a trim front for a majestic…
I ordered a trim front for a majestic fireplace and had questions post order. Everyone I talked to were so friendly and helpful and wanted to be sure I had the correct item. It arrived quickly and looks amazing. Great customer service, thank you so much.
3 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you so much for your kind words! We're thrilled to hear that our team was able to answer your questions and help ensure you received the right trim front for your Majestic fireplace. It's great to know your order arrived quickly and that you're happy with how it looks. We truly appreciate your feedback and your business. Enjoy your fireplace, and please don't hesitate to reach out if you ever need anything else!
very helpful information and assistance
I received very helpful information and assistance when placing my order. I was told how long it would take to receive my items, but they arrived much earlier!
9 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that you found the information and assistance helpful when placing your order. It's also great to know that your items arrived earlier than expected. We appreciate your support and look forward to serving you again in the future.
Beautiful fireplace!
15 maj 2026
Svar från US Fireplace Store
Thank you for your feedback! We're thrilled to hear that you love the fireplace. We appreciate your support and hope it brings warmth and enjoyment to your space for years to come.
PROMPT SERVICE AGAIN
ORDERED A SECOND SET OF CHIMNEY SURROUNDS AND THE PROMPTNESS OF GETTING THEM OUT AND DELIVERED WAS GREAT JUST LIKE THE FIRST ONE, I APPRECIATE THAT THEY ARE ON THEIR GAME.
30 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that your second set of chimney surrounds arrived promptly, just like your first order. We truly appreciate your continued business and are glad our team could provide you with another great experience. Thank you for taking the time to share your comments, and we look forward to serving you again in the future.
Great experience and prices
Great experience and prices. My order was promptly handled: product shipped and customer service stayed in touch via email. All of my concerns were rapidly and professionally dealt with. Highly recommend
2 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your kind words and recommendation! We're thrilled to hear that you had a great experience with both our pricing and service. Providing prompt order processing, clear communication, and responsive customer support is a top priority for us, so it's wonderful to know that we were able to address all of your concerns quickly and professionally. We truly appreciate your business and look forward to serving you again in the future!
Great customer support
Great customer support, and great pricing. In this inflationary economy we are always trying to find sources that help us stay close to margins. It's an uphill battle, particular in this space, but we are greatful as a licensed contractor that they work with us to hit targets
12 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your thoughtful feedback! We're honored to support licensed contractors like you and understand the challenges of maintaining healthy margins in today's economic environment. It's wonderful to hear that our pricing and customer support have helped your business stay competitive. We truly value your partnership and look forward to continuing to work with you to provide quality products, reliable service, and the value you need to meet your goals. Thank you for your trust and support!
Us Fireplace supplied us an exterior cap part
Us Fireplace supplied us an exterior cap for our new gas fireplace. They had competitive pricing, great communication on delivery and it arrived in perfect condition. Great company for these special items. Thank you!
29 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your wonderful feedback! We're delighted to hear that you were happy with the competitive pricing, communication throughout the delivery process, and the condition of your exterior cap upon arrival. We strive to make purchasing specialty fireplace components as smooth and hassle-free as possible, and it's great to know we met your expectations. We truly appreciate your business and thank you for choosing us for your fireplace needs!
Replacement logs
Oder arrive promptly. One log was damaged but they quickly replaced it. Great customer service answering questions as well.
14 maj 2026
Svar från US Fireplace Store
Thank you for your feedback! We're glad to hear your order arrived promptly and that our team was able to quickly replace the damaged log. Providing responsive customer service and helpful support is very important to us, and we're pleased that we could answer your questions and resolve the issue to your satisfaction. We appreciate your business and look forward to serving you again in the future!
Runs a memorial day sale all items "in…
Runs a memorial day sale all items "in stock " order kit they respond saying its out of stock but theyll split the difference .. so another 70 bucks .. get said parts they send me stuff for a stove not for a chimney for a hot water heater .. total joke .. their fix is to purchase another 700 dollar kit they can eat a**
13 maj 2026
Svar från US Fireplace Store
Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you experienced. We understand how disappointing it is to place an order during a sale, be informed that an advertised in-stock item is unavailable, and then receive products that do not match your intended application.
Providing the correct parts and accurate inventory information is extremely important, and we regret that we fell short of your expectations. We also understand your concerns regarding the proposed resolution and the additional costs involved. Your feedback has been shared with our team for review so we can improve our inventory management, order accuracy, and customer support processes.
We appreciate you taking the time to share your experience and apologize again for the difficulties you encountered.
Poor communication
The main issue is l ack of communication and meaningful communication. I have worked in China and dealt with folks there, and the kind of communication I received with US fireplaces was very much like dealing with Chinese folks. This leads me to strongly suspect I was dealing with Chinese customer service people, not US based folks. They never address you question but assure you everything is well and you are there #1 customer etc. It took two weeks before my order was shipped even though they were in stock. In the end it arrived but only after much heartache. Buyer beware!
24 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for sharing your experience. We sincerely apologize for the frustration caused by the lack of clear and timely communication regarding your order. We understand how important it is to receive direct answers and regular updates, especially when an item is in stock. While we're glad your order ultimately arrived, we regret that the process took longer than expected and caused unnecessary stress. Your feedback is valuable and will be shared with our team as we continue working to improve our communication and customer service experience.
Good and Quick
I received a better discount than other online companies with good notifications and quick delivery
13 maj 2026
Svar från US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that you received a great discount, appreciated our notifications, and were satisfied with the quick delivery. We value your support and look forward to serving you again soon!
Horrible service ordered fireplace in…
Horrible service ordered fireplace in half a year didn't get it, got bunch of attachments for that fireplace and they don't want to take it back I'm sitting around $1,000 out of my pocket
14 maj 2026
Svar från US Fireplace Store
Thank you for your feedback. We sincerely apologize for the frustration caused by the delay.
Throughout the process, we provided updates regarding the status of the fireplace order. Ultimately, you requested to cancel the fireplace because you could no longer wait for delivery, and we honored that request by issuing a full refund for the undelivered item.
Regarding the accessories delivered, they were shipped as ordered. Our Shipping and Return Policy, which is available on our website, outlines the terms and conditions for returns and refunds.
We understand how disappointing delays can be, and we appreciate your patience throughout the process. We value your business and continuously work with our support team to improve communication and delivery timelines for our customers.
Thank you for sharing your experience with us.
Great product and service
The US Fireplace Store sold us a great product, delivered it in a short period of time, and were very professional and easy to deal with. Five stars for this great company.
15 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We're delighted to hear that you were happy with both the product and the service you received. Providing quality products, timely delivery, and a smooth customer experience is always our goal, so it's wonderful to know we met your expectations.
We truly appreciate your business and your trust in us. Thank you for choosing The US Fireplace Store, and we look forward to helping you with any future fireplace or home heating needs.
Amazing service they turned a bad…
Amazing service they turned a bad experience into a great one
1 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your review!
We're grateful for the opportunity to make things right and are delighted to hear that we were able to turn a challenging experience into a positive one. Providing excellent customer service and finding solutions for our customers are always our top priorities.
Thank you for your patience and for giving us the chance to assist you. We truly appreciate your business and look forward to serving you again in the future.
Never received gel fuel
Never received gel fuel. Your customer service team s horrible
3 juni 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We sincerely apologize for the frustration caused by not receiving your gel fuel order.
This is not the experience we want our customers to have. Please contact us with your order information so we can investigate the issue and assist you further. We appreciate your feedback and the opportunity to make things right.
Thank you.
Svar från US Fireplace Store
Thank you for your wonderful feedback!
We're glad you enjoyed both our product and service. Your support means a lot to us, and we look forward to helping you again in the future.
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.
Vi skyddar vår plattform med hjälp av dedikerade medarbetare och smart teknologi. Läs mer om hur vi bekämpar falska omdömen.
Läs mer om omdömesprocessen på Trustpilot.
Här är 8 tips på hur man kan skriva omdömen på bästa sätt.
Verifieringen hjälper till att säkerställa att det är riktiga människor som skriver omdömena som du läser på Trustpilot.
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.