US Fireplace Store Anmeldelser 

Part of my order was delayed but they stayed in contact with me and overall I am very happy with the product, price and customer service

This company tried to bait and switch. Advertised at a good price, then said the item was discontinued when several other stores still had the item available for sale.

I cannot possibly tell you in this amount of space how bad my experience was. From confirmation of order on 11-19-25 USF 36050 to numerous inconsistent communications on 12-3, 12-4 after calling to inquire about my order, 12-5, 12-6 when I was told it was out for delivery to 12-16, when it was delivered. In addition, there are several scratches which I decided that I would live with rather than try to have any communication with anyone at your company. Surely, you can look at the communications (emails) associated with this order and realize how frustrating this entire experience was.

I ordered fireproof panels for my Osburn wood stove. they panels were broken when they arrived. i sent pictures and a description of what happened to them and within a week I had two other panels arrive, both Broken again, I sent pictures and a description again.
about a week later I received another package, the panels were in good shape. costumer service is very good, they stand behind their company. they do need to be a little more attentive in packaging, but it all worked out in the end.

Thank You
Gregg

First of all, the fireplace screen is beautiful and well made. Ordering was super easy. I used Venmo to avoid the credit surcharge at the suggestion of their customer service representative. He was so patient and helpful. The first screen arrived damaged, but they answered my email that day and began the process of sending a replacement immediately. I knew they would make it right, and they did!

This order took TOO long to ship. I was watching tracking and it was stuck at a nearby facility for days past expected delivery. So I inquired about why it was taking too long and was met with unprofessionalism and “not our problem “ attitude. (Don’t use the holidays as an excuse! I ordered many things online with no delay or issues.) So I stated I would not accept delivery if it did not arrive on time. Then it was delivered without requiring a signature. I received an email that insisted I inspect and sign for delivery in case of damage. The delivery company dropped it off and left. There were boxes on the pallet that were crushed and wrong way up. I ordered from the WRONG company and I will never order from this place again.

The flame doesn’t look anything like the pictures shown. I waisted $1000 on garbage. I should have spent a little extra to get something better.

I know it is not the gas pressure coming in. My lp gas pressure is 14.59wc.

Garbage experience. Still waiting on the woodstove purchased a month ago, website right now as of this writing shows "Estimated Delivery Date: Between Friday, Dec 26 and Sunday, Jan 4 to all states excl. Alaska & Hawaii if ordered in the next 22 hours 57 minutes 39 seconds." which is COMPLETE BS. The extra item on the 27 November 2025 purchase, a $250 blower fan arrived yesterday, 23 Dec and the account status shows the stove status as fulfilled though it most certainly is NOT. same song and dance everytime I phone or chat with customer service. Based on my experience there is no way i would recommend this company unless there is absolutely no other source for your stove or fireplace. Buyer beware.

The reply by US Fireplace is a complete LIE. They 100% have the ability and responsibility to accurately represent the product they are selling on their website, as well as its availability which today they still depict as "IN STOCK" knowing full well that it is NOT in their stock and may or may not be available from their mfg/supplier. I am still waiting on them to ship my purchase which was charged to my bank over a month ago. Don't do it.

We bought a Sunheat heater through US Fireplace. I read some reviews afterwards that said they were slow in shipping. That wasn't at all the case with us. I ordered the product, they kept me updated with the shipping status, and in less than a week we had our heater delivered. The package was in great shape when we got it and we love our heater.

The customer support / sales personnel and assistance is extremely slow - you have to almost beg them to respond.

They also represent a 110% price match guarantee but when an offer that is less expensive they WILL NOT honor it.

My reply: correct a you won’t have any orders since you don’t honor your price match guarantee and I can’t get a manager to call or email me back. It’s probably good that I didn’t move forward with my ~$6k order

Our $500 screen arrived heavily damaged in transit. The box had obvious signs of damage. We would like a return label and to have our money returned. We have sent multiple volleys of pictures, including duplicates that apparently were lost repeatedly. Seems like stalling or an attempt to wear us down. Its been two weeks of messages and no action.

We really did not have a great experience with our purchase. We called and had a sales rep help us build our shopping cart with a fireplace and everything we would need to hook it up. He gave us the incorrect pipe size for the fireplace we ordered. A few items never arrived. After calling and emailing for nearly a month, we are no closer to resolution. They keep asking us to send photos of the incorrect pipe. What we ordered is what we received (less the missing items) but we were lead to the wrong size. They allow a full week or more to go by before responding to an email and they ask again for photos. When you call customer service, you speak to people with dogs barking in the background or kids screaming. This has been a nightmare with no resolution. We spent nearly $4000 and can’t even hook up our fireplace.

Practically a scam company. All customer service is outsourced to the phillipines. You can't talk to anyone in their "wyoming office", if that even exists. I ordered three items and after waiting a week for them to ship, they've informed me they will take 8-9 weeks to arrive. Why are they even selling products that would take that long to arrive? After reading reviews here, I am lucky I never received the items because it sounds like they would be the wrong size or defective. The entire business model is sketchy. DO NOT ORDER FROM THIS COMPANY. I'm also reporting to BBB.

I was looking for a specific fireplace door, I sent them the size of my door and was guaranteed it would fit. Of course it did not. Then was informed of a 25% restocking fee for their mistake, Fine. Of my $490 for my doors I only got back $168. Their math is off, and when I emailed them they informed me it was $200 for shipping! (Those doors maybe weighed 10 lbs) Crooks. I gave them ample time to resolve this and nothing. Apparently they don’t care about my future business either as I have many rentals with fireplaces.

Asked numerous times when I was ordering if the deck covers come with the polls that ordered for my gas lanterns, I was assured at that point that they were included when the order was delivered there was no covers for the deck called up. I was told at that time Sorry I made a mistake. It will be another $600 for the covers. I made sure and the time to make sure they were in stock so I waited till the next day to get a phone call from Cass who is my sales person from the start it is very sweet but seems to not know her product knowledge paid another 500 dollars to have the cover sent waited one day to make sure they had them in stock in their warehouse not the vendors warehouse two weeks later still waiting no covers . If you have time do your homework this would not be the place to buy your expensive backyard project from

When I ordered the fireplace I talked to Jordon and told him what I had and what I wanted. I asked him if the logs were included and he said yes. I need the logs. Why would I order a burner without the logs that goes with them

The entire purchase was seamless. Communication was good, they were able to price match, payment was easy, delivery and delivery communication went well and on time. After uncrating the item I noticed some scratches in the paint, took some pictures and sent to the company to address my concerns and was sent a can of touch up spray paint promptly.