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
Website use was very good. Easy to find the parts I needed and then the purchasing experience was great. My items arrived on time and fit perfectly when I installed them. Thanks.
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
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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
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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.
Besvarelse fra 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.
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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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. januar 2026
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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
Uopfordret anmeldelse
Besvarelse fra 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.
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