US Fireplace Store Anmeldelser 

They are thieves, took my return and never refunded me!!!

Company kept in contact with me; had a substitution to propose and complied with my request timely. Delivery was as promised.

The only reason I gave it a one star is because I could not do zero stars. I bought a $1200 grill from them and it had a faulty part which was a dangerous part where the gas goes from the tank to the grill. It leaked badly. I contacted them sent pictures and they would not replace it. Beware do not buy from this place.

i recieved my stove last wednesday one of the logs was broken .called us fireplacestore to report the broken log .the lady who answered was very plesant and ask if i could send her a picture of the broken log. she sent a request for a replacement. i recived a hole set of logs today.i would recomend if you need a stove to call us fireplacestore for your stove.

From beginning to end, the service was absolutely wonderful, and the price was just right. What more could I ask for? Thank you so much!

I purchased a fireplace for a customer. When the fireplace arrived I wasn’t ready to install it yet. When I was ready I installed the fireplace and realized I needed a glass door since the fireplace didn’t have a damper to close off the flue. I had ordered a screen barrier. I wanted to return the screen barrier and buy the glass door. But since I was 5 days past their 30 day return policy I could not return the screen barrier. I was not pleased with the return policy. We have to order materials for jobs ahead of time to make sure we have it ready when we need it and I feel like the 30 day return window is far to short.

The burner didn't come with the hose and adapters to connect it to the gas line. I was chatting for a while with you guys and seems nobody had idea and did not help me with this. I was looking on your website and you did not sell those separately or give instructions. No good

They built and supplied a quote containing the wrong flue for my fireplace. I get it mistakes get made but the thing that was so frustrating was I had to argue with them over weeks on not paying shipping and restocking fees for their mistake. They were fine to work with until there is any issue with the order then it is terrible to work with them. I tried to make a change to the order after the fact and once again it was a terrible experience. The people that work there are great. Their process and procedures from a customer standpoint is painful.

Everything arrived unbroken but it was missing fastener packet 2.

Overall, the length of time it took to receive it was unacceptable. I had to call several times for the status and got wrong information each time.

Super American manufacturing business that stands behind their products with updated warranties. You will not be disappointed with their quality of products, prompt delivery, and customer service. And this is a promise!

After 18 months the new fan is rattling and make as much noise as the old one. Very disappointing...

All items arrived in a timely manner and customer service was excellent!

US fireplace store is great. Not only are they nice people, they go out of their way to help you. I ordered a fireplace grate and it is beautiful. Shipping was fast and carefully packaged.

I appreciate the help your customer service team provided. They walked me thru the products and provide great service. Thank You.

I feel the value for my money was compromised by the whole sales order process. I tried to order online myself picked out some of your options and when I received it, it had a small scratch in the glass - no visible damage to the packaging. I never suspected it via LTL and couldn't reject it because it was fine and packaged well. It wasn't worth my time to explain OVER AND OVER again to your c/S agents on email.

When calling, I also got a cold remedy with no resolve. All I asked for was more wood than the five scraghling pieces that don't look great in the fireplace. Or cannon balls. Just something to compensate for my troubles. I'm sure you have everything in your records and database. I won't purchase from you again.

Also your sales associates gave me the wrong FOB origin point which added a week of slip to my project and cost me in lost labor. That REALLY makes me angry!!!

They worked well with us and helped find the best deal!! Highly recommend

I rarely leave reviews, but my experience with this fireplace company was so unbelievably disappointing that I feel obligated to warn others. I purchased a fireplace for my clients that arrived completely damaged—not a minor flaw, unusable. Despite providing photos, documentation, and multiple attempts to resolve the situation, the company has refused to issue a refund.

Their customer service was shockingly unhelpful. Every conversation felt like being passed around in circles, with no accountability and zero urgency. Instead of standing behind their product, they hid behind policies and excuses. I was left with a broken fireplace and a massive bill, which I have to eat because of course I’m not going to put that on my clients.

A company that won’t take responsibility for a completely damaged product, which I notified them of right away is not a company you can trust. Save yourself the headache and look elsewhere. This was hands-down the worst customer service experience I’ve ever had.

At this point, I am going to take another customer’s advice and get my lawyers involved.

I never got my order! USF37647

Worst experience w a business....over 70 days still only received half of the 2 piece order 75 days later...company hasn't communicated about the order in about 30 days..lack of knowledge of wuts is going on with order..playing games about the order after receiving payment....