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.
Not a pleasent experience at all
Not a pleasent experience at all. You order, pay, and then someone, somewhere gets into action and orders whatever you ordered at their kitchen table, from a supplier. At that point they find out what is in stock and will be drop shipped. I had around $10K in not available items. Payment was taken, and they were not even sure when it would ship (took 2-3 months!).
We had an add on accessory box with one of the parts being the wrong part inside that box and when I finally reached someone, the first thing she could bring up was not an apology, or a "we're gonna fix this", but a "you are outside your complaint window".
You can tell by the many reviews, over 50% are NOT positive. That’s a horrible record. The only 5-stars are simple orders where nothing went wrong, and no further contact was needed.
When something does go wrong you get a “you are outside the return window, we got you cornered and will no longer take care of you”… and “that’s our policy”.
That’s ABSOLUTELY horrible horrible customer service.
All subsequent email conversations seem AI generated, unpersonal, generic answers. You get nothing taken care off.
Even tried to get a first name multiple times. It just gets ignored.
They have no real store, no real location. Learned my lesson the hard way.
Look a bit further, find a real store, and be happy.
31 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and regret that it did not meet your expectations.
We understand your frustration regarding item availability, lead times, and the accessory issue you described. While we do our best to provide accurate stock information from our suppliers and keep customers informed throughout the process, we recognize that delays and fulfillment changes can be disappointing.
Regarding your concern about support communication and the resolution of your issue, we also regret that you felt your concerns were not handled with the level of care and clarity you expected. Our team follows documented policies regarding return and claim windows, but we understand how important it is for customers to feel heard and supported when issues arise.
We take all feedback seriously, including concerns about communication style and customer experience. We are continuously working with our team and partners to improve responsiveness, clarity, and overall service.
We appreciate you bringing this to our attention and are sorry that your experience led to this outcome.
GREAT SERVICE OVERALL!!
29 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your wonderful feedback!
We're glad you were pleased with our service and appreciate your support. We look forward to serving you again!
Easy to work with
Easy to work with. They have been responsive and kept up great communication through the process.
21 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback!
We're happy to hear you found our team easy to work with and appreciated our communication. We look forward to serving you again.
Quick and easy
Quick and easy! We have an antique street gas light that needed some help. You guys had everything we were looking for. We have 2 more gas lights that need some parts and I’m planning on using this company again. Your company is great. Very quick delivery. Will definitely be returning.
5 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you so much for your kind words and support! We’re thrilled to hear that you found exactly what you needed for your antique street gas light and that your experience was quick and easy. It means a lot to know you plan on returning for parts for your other gas lights as well. We truly appreciate your business and look forward to helping you again in the future!
I just can’t believe that you still in…
I just can’t believe that you still in business! I ordered a complete Direct Vent Chimney kit. I received it! The corrugated boxes 📦 were falling apart, the flew pipes ends were bent up which took me hours to straighten to use. There was no packaging partitions or wrapping for end damage from shipping!!
8 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Hi,
We sincerely apologize for the condition in which your order arrived and understand your frustration regarding the damaged packaging and bent pipe ends.
We have sent you an email requesting photos of the actual damaged items. At this time, the images we received only show the damaged boxes/packaging, which can sometimes occur during transit without affecting the items inside. To properly file a shipping damage claim with the carrier, we will need clear photos of the damaged chimney pipe ends and any affected components.
Once we receive the requested photos, we will proceed with the claim process.
We appreciate your cooperation and patience as we work to resolve this matter.
Just what I needed
They had just what I needed and provided quick service!
8 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your wonderful feedback! We're so glad we had exactly what you needed and that you were happy with our quick service. We truly appreciate your support and look forward to serving you again in the future!
Great experience all around
Items were very well packed and arrived in pristine condition. All around very satisfied. Will definitely use again as needs arrise
12 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your kind feedback! We’re very happy to hear that your items arrived safely and in pristine condition. We truly appreciate your support and look forward to assisting you again in the future.
Don’t buy from US Fireplace
I bought a grey porcelain Malm fireplace and fitting pipes for $9,205,79 in July 2025. I was told it was made to order so it would take 10 months to fulfill. I agreed. Only the stainless pipes where delivered. Within 10 months, USfireplace has never updated me on my product. Yesterday, a note from « store team » said that the company making the fireplace stopped in December 2025!! I won’t have it, because they never even placed my order in July !! They issued a refund for only $8,200, because the others pipes I received in August can’t be refunded according to their refund policy!! What a scam ! Barely apologetic, the company seems to always get away with poor business practices. They don’t reply to messages. Their associate on their customer line has 0 power on any decisions to be made. They only interested in selling and cashing money. I know US fireplace will reply to this review trying to say they will improve, but they won’t! They won’t do anything for me. In fact, they still sell today the porcelain fireplace knowing since December that it will never be produced ! They don’t care. They sell high end products and have absolutely no clue about customer service and education.
Stay away from this company as they will keep your money for months and find a way to refund the minimum. There is nothing to do against thieves and practices like theirs, they get away with biased policies. I should have checked reviews when I bought online…
Let’s find out what kind of sugar coating reply they will post to that review. We all know they won’t refund me the entire order, but they will appear very concerned and willing to improve. Sure !!
After over a week, No refund has been made !! And their return policy is unacceptable when they are at fault to provide what I ordered 10 months ago ! I never asked to be delivered partial order! I am still waiting for my refund. I knew the reply would be pathetic and a big lie.
12 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We sincerely apologize for the frustration and disappointment caused by this order. Unfortunately, due to unforeseen circumstances with the manufacturer discontinuing production, we were unable to fulfill the fireplace portion of the order as originally expected.
Please note that estimated lead times, product references, and features may vary depending on manufacturer availability and production status. All arrangements regarding the estimated lead time, separate shipment of the pipe components, and order expectations were discussed before placing the order.
A full refund has been issued for all undelivered items. Regarding the stainless steel pipe components, these were shipped in August 2025 at your request to be delivered separately and ahead of the fireplace, for which we have supporting documentation. As these items were successfully delivered and are now outside of our return eligibility period, we are unable to issue an additional refund in accordance with our return policy.
We understand this situation has been extremely frustrating, and we regret that the experience did not meet expectations. We appreciate your feedback and sincerely apologize again for the inconvenience caused.
US Fireplace offered great service
US Fireplace offered great service, communication and price I could find. I will definetely use their services again.
11 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your kind words! We truly appreciate your feedback and are glad to hear that you were satisfied with our service, communication, and pricing. It was a pleasure assisting you, and we look forward to serving you again in the future!
Bad delivery service…
Nobody could tell me when my shipment would arrive after numerous phone calls. I mentioned that I would be out of town and wouldn’t be there to receive the shipment. Very frustrating so I will look for other companies to buy this product.
1 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We sincerely apologize for the delay and frustration you experienced while trying to get an update on your shipment. We understand how important it was for you to receive accurate delivery information, especially since you informed us that you would be out of town.
We regret that we were unable to provide the level of communication and service you expected. Your feedback is very important to us, and we will use it to improve our coordination and customer support moving forward.
Thank you for bringing this to our attention, and we truly apologize again for the inconvenience.
Fireplace is just great
Fireplace is just great , Easy to install and looks great, blower is wonderful
6 januari 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback! We’re glad to hear you’re enjoying the fireplace and that the installation process was easy. It’s great to know the blower is working wonderfully and that the fireplace looks great in your space. We truly appreciate your support!
Ordering was very easy and the representative was very helpful
Our experience with ordering and dealing with delivery and everything was very good. We have not put it together yet because we still are working on the house as soon as we do put it together. I will definitely send you a review.
13 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for sharing your experience! We’re glad to hear the ordering process was easy and that our representative was helpful throughout the delivery process. We completely understand that your project is still in progress, and we appreciate you keeping us updated. We look forward to hearing your feedback once everything is installed. Thank you again for your support!
Quick effective
Quick effective. I’m an electrician customer was happy so I am happy. Will not hesitate to order again.
Thank you
15 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback! We’re glad to hear the process was quick and effective. It’s especially great to know your customer was happy; that’s what matters most. We truly appreciate your trust and look forward to assisting you again on future orders. Thank you!
Great service UNTIL there is a problem …
I previously commented on the excellent service, price, and delivery. We just had a crane lift our Warming Tends AON 72” fire table to our rooftop deck. Looks and works great!
A bit of a problem with wind guard. I was sent a wind guard with 2 pieces of glass on each of the long sides of the guard. Acceptable but when spending over $6000, I would assume they would have sent the better (one piece of glass per side) or at least told me. No where in the description of the wind guard did I see it described this way.
Now I’m told no returns because the order was a special order but they might allow me to return the wind guard with a 25% restocking charge plus shipping both ways.
Not what I call good customer service.
2 maj 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback and for sharing your experience. We’re glad to hear the fire table looks great and is working well on your rooftop deck.
We sincerely apologize for the disappointment regarding the wind guard configuration. We understand your concerns, especially given the investment made in this project. As discussed prior to processing the order, this was confirmed as a special-order item.
While special-order items are subject to manufacturer return restrictions, our shipping and return policy is also posted on our website. We always want our customers to feel fully informed and supported throughout the process. We also appreciate your feedback regarding the product description and expectations, and we will take note of it moving forward.
Thank you again for your business and for taking the time to share your experience.
Service oriented culture
Taylor solutions; prompt delivery; product met expectation
29 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We take pride in maintaining a service-oriented culture by providing tailored solutions, prompt delivery, and products that meet customer expectations. Thank you for your trust and support.
Do not purchase from US fireplace
Do not purchase from US fireplace! My stove came damaged in 2 spots. Terrible customer service! You have been warned. Pay the extra 300.00 and order on Amazon.
17 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating it can be to receive a damaged item.
However, we would like to clarify that our store is separate from other retailers, including Amazon, and we strive to provide prompt assistance and support to all of our customers. Shipping damage can occasionally occur in transit, but we always encourage customers to contact us directly so we can work toward a resolution.
Please reach out to us with your order information so we can review the situation further.
Great product information
Great product information. Very good customer service.
6 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback! We’re glad to hear you found the product information helpful and had a positive experience with our customer service. We truly appreciate your support and look forward to serving you again.
bad bad bad bad bad
27 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
We’re sorry to hear that your experience did not meet expectations. We take all feedback seriously and would appreciate the opportunity to understand what went wrong and how we can make it right. Please feel free to reach out to us directly so we can assist you further.
The firepit I ordered was even nicer…
The firepit I ordered was even nicer looking in person. I decorate model homes and this was for one of them. I needed an oversized 60" table and that is hard to find. The firepit was packaged well and arrived on time. I will order from US fireplace Store again in the future.
1 april 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your thoughtful feedback! We’re delighted to hear the firepit exceeded your expectations and that it was the perfect fit for your model home project. It’s great to know the 60" size worked well for your needs and that the packaging and delivery met your expectations.
We truly appreciate your trust and look forward to working with you again on future projects.
WARNING: DO NOT WORK WITH THIS COMPANY
Bought the product, it came missing required pieces, informed them via email with photos and reference to the user manual, this was over one month ago, since then I keep getting brushed off with a "we're monitoring the situation"-type emails that never conclude. I've reported them to the Better Business Bureau. WARNING: DO NOT WORK WITH THIS COMPANY!
31 mars 2026
Omdöme utan inbjudan
Svar från US Fireplace Store
Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration.
We want to clarify that this matter is already being actively handled by our team, and we are closely monitoring the situation to ensure it is resolved as quickly as possible. We are in ongoing communication regarding the missing parts and are working toward a proper resolution.
We take these concerns seriously and appreciate your patience while we work through this with you.
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