The fireplace is beautiful and high quality. It was shipped in a timely manner and was packaged insanely well. It was a little intimidating to see all the pieces that had to be put together, but it we... Se mere
Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
I worked with Ren to pick out my fireplace and it was a great experience. HOWEVER, they charged me $419 for a termination vent that I could get on Amazon for $175. Before it was even installed I as... Se mere
Virksomheden har svaret
So far so good. My purchase came within a week from order. Happy about that. It was easy to track my package. Happy about that. I'm disappointed that I spent $1,200 then had to go to the hardware stor... Se mere
Virksomheden har svaret
When I placed my order, the website indicated that the items in my order were "in stock" . After I placed my order, I recieced an email indicating the gas logs and the blower assembly were being sh... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
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!
Kontaktoplysninger
3,3
Middel
1 t anmeldelser
Bed kunder om at skrive en anmeldelse
Denne virksomhed inviterer sine kunder til at skrive en anmeldelse, uanset om den er positiv eller negativ
Har besvaret 100 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Shipped quickly
Shipped quickly and I really appreciated how they kept me updated during the process. Would use them again.
12. august 2026
Besvarelse fra US Fireplace Store
Thank you so much for your kind words! We’re glad you were happy with the quick shipping and communication throughout the process. We really appreciate your support and look forward to serving you again!
The locating of the correct parts was…
The locating of the correct parts was really important, since we had tried to order them from the company that sold the product, but with no success.
The pricing of these products was nominal and not over priced.
The delivery, although it took a long time to get out of the warehouse, was direct with no missed address or damaged parts.
11. august 2026
Besvarelse fra US Fireplace Store
Thank you for taking the time to share your experience! We’re especially glad we could help you locate the correct parts and that you found our pricing fair. We also appreciate your patience with the warehouse delay and are happy to hear everything arrived safely and directly. We truly appreciate your business!
Awesome fire place!
The Fire Place came in excellent condition and we really like it. Looks beautiful in our living room.
24. august 2026
Uopfordret anmeldelse
Besvarelse fra US Fireplace Store
Thank you so much for sharing! We’re thrilled to hear that your fireplace arrived in excellent condition and looks beautiful in your living room. We’re so glad you love it, and we truly appreciate your business!
Ordered Rasmussen Pilot Thermocouple…
Ordered Rasmussen Pilot Thermocouple Assembly J95R-LP. It arrived 3 weeks late. It was defective. LP would not go through the unit. You would not honor refund or replacement but referred me to Rasmussen. Since you bought this through another distributor and not Rasmussen, they would not honor refund either. What a waste of money!
7. juli 2026
Uopfordret anmeldelse
Besvarelse fra US Fireplace Store
We’re sorry to hear about your experience and understand how frustrating it can be when an item does not perform as expected. We understand this may not always be the outcome a customer hopes for, and we appreciate your feedback as we continue working to make our policies and processes as clear and helpful as possible.
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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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. august 2026
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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!
Dette er Trustpilot
Alle kan skrive en anmeldelse på Trustpilot. En anmeldelse er ejet af personen, som har skrevet den, og vedkommende kan derfor redigere eller slette den til enhver tid. En brugers anmeldelser bliver vist, så længe vedkommendes konto er aktiv.
Vi bruger en kombination af dedikerede medarbejdere og avanceret teknologi til at beskytte vores platform. Find ud af, hvordan vi bekæmper falske anmeldelser.
Læs om anmeldelsesprocessen på Trustpilot.
Hér finder du 8 tips til at skrive anmeldelser.
Verificering kan være med til at sikre, at det er rigtige mennesker, der skriver de anmeldelser, du læser på Trustpilot.
Det kan påvirke TrustScoren, når man tilbyder incitamenter i bytte for anmeldelser, eller når man kun spørger bestemte kunder, og det er imod vores retningslinjer.