eFireplaceStore

Returned the item in exact same original box without opening it. But, after 4 weeks still waiting for my refund! Do NOT deal with this seller! They only care about collecting money from you. There is absolutely NO customer service when it comes to issues or return!

Customer Service is horrible, i got yelled at by stating that the order i picked is different what arrived. Beware of talking to * from customer support. She is not shy to blame the customer and telling what they do wrong.
Item received vs item advertised
Update: I received a call from Customer Service Manager,*. She was very kind and did her best to resolve my problem. I have received refund within 4 business days (~95% of my original purchase price). Thanks for that. Regardless, i should have never had to escalate this issue to begin with.
Anyway i am upgrading my rating from 1 star to 3 stars.

*Personal information redacted by admin

We received our order but didn't have time to unpack everything to verify it was all intact. There was no visible damage to the packaging. When we finally got everything unpacked, we found some minor dents on some of the chimney sections, a chimney section so bent it was unusable but the packaging was not damaged and a dent in the bottom rear of the fireplace. We now have to fix the minor dents, but we contacted the retailer and they were not willing to replace the bent chimney section at their expense. In fact they were very recalcitrant about doing anything other than us buying a new section. I would not deal with these people ever again. They do not make things right. The fact that I received several damaged parts is very concerning.

We ordered a gas stove, and at first the information and speed of shipping was great. Then when installed the remote didn't work, so the units fan and temperature can't be turned on or controlled. After calling 4 times over a weeks time, each time being told we'd get a call back that never came, we received a short email saying a replacement would be sent in three weeks. We live somewhere where it's cold, we need the heater. Waiting what would be a month after installing the unit to receive a remote to make it work is not helpful or acceptable. The company told us return it or accept this. The unit has already been installed. We are appalled at the lack of follow up and inability to offer a reasonable solution after purchasing a high end expensive unit. Don't be fooled by the ship speed and ease of ordering, the customer service if you need it is not there. They do not stand by their products.

Received the shipment damaged, notified them within 24 hours - they denied the claim. Apparently I was supposed to notify the carrier but when I called in they never told me that. It was a $260 piece on a $4650 order. Ridiculous that they would decide to not send out a replacement.

I purchased a fireplace and mantle from this company and there was a sizing error made by them on the mantle. While it was their mistake they made me return the incorrect mantle at my cost back to them, complaining that they had spent money shipping the item to me. If you have any problem of any sort you can be sure that these folks will look out for themselves. I am sorry I bought from them and if you think you are being smart by buying from them, if there is any problem you will be stuck with much higher costs. Buy somewhere else!

I received shipment from fed-ex that came from e-fireplace. The pallet was poorly wrapped for shipment and items came damaged. Some were documented that they were damaged on arrival. Somewhere, someone wrapped more shrink wrap so visually looked o k on the out side but when I removed the plastic, the back of the fireplace was dented up with tines from a forklift. Now I waiting to hear back from and could take up to six weeks before damaged product is resolved, then 3 weeks shipping for a new fireplace.

I previously gave this company 5 stars for the selection and ordering ease... but I was too quick to judge. Several of the gas logs arrived damaged. We contacted the company and were met with poor customer service. They required photos of the damaged items, as well as documentation they likely already had on file. We submitted the items multiple times... each time to a representative that had no idea that we had submitted the items previously. After over 3 months, the broken items have yet to be replaced. Clearly a middleman company that drop ships product with no desire or ability to provide adequate customer service for follow on issues

Great customer service until the stuff gets delivered! Be careful - free shipping is NOT free shipping. If it's Fed-ex delivery they'll try to sneak additional charges to you just for taking it off the truck and bringing it into your house! Make sure you ask ahead of time how it's being delivered and if there are any additional fees. Free shipping is going to cost us $375!

Was easy to order a fireplace door online, customer service rep told me what part( model I should get), I received package 3 days later and it was wrong size so I called for exchange... no such thing if you return you pay a shipping cost plus restocking and if product is damaged they will not refund you at all... so sure thing i get an email with an image off a pile of glass and blurb about i hope you had insurance on the shipping since we will not reimburse you. So here I'm 160 for the door 50 for the shipping and no fire place door...
Don't use them... just dont

Ordered a wood burning stove and blower attachment for over 3 grand. Two weeks after taking the order they call and say it is not avaiable! Also, they had shipped the blower attachment and wanted me to coordinate return in order for my refund to be processed. Of course I told them to deal with it on their own, which ultimately they did. Full refund was given same day but now they have delayed our construction project by at least two weeks!

What a wonderful experience! We are in the process of doing an addition to our family room. The fireplace needed to be removed and moved back 12 foot. Our flu pipes needed to be replaced and we had an awful time locating. We went to several different Chimney dealers in our area and no one could help. My husband did a Google search and low and behold eFireplace popped up. My addition project was at a standstill until we found you. Ordered parts, received quickly and they were installed perfectly this weekend! Thank you for jump starting my project and being able to settle an issue that nobody else could!

In the beginning when you place the order everyone is more than happy to help you. They use terminology to make their products sound like it can fit any fireplace. Then when you get it and it's not what you wanted or ordered and doesn't fit they charge you a large restocking fee, make you pay for the original shipping, and then make you pay for the return shipping. In the end I lost more than 50% of what I paid. I will never use this company again, and would warn anybody to be an expert in fireplaces before buying here. - Edward

These jerks sent me broken parts. Seven weeks later, no replacements. I returned some of the wrong parts they sent and charged me for. They claim they arrived broken - therefore no refund. I've never been screwed so badly before in my entire life. Do NOT use these guys unless you want an experience like mine. Ewwwwwww.

From order to installation the process has been wonderful. The panel was shipped immediately. I was concerned about it breaking in shipment but it was packaged perfectly. My husband installed it with no complications. We will begin the "curing" process tonight! I would highly recommend this company.

I received the product on time and in great condition. Packed properly on a palette and well padded to insure undamaged delivery. Easy install with very good instructions. Followed them to the letter and passed final county/city inspection with no issues to resolve. I am most pleased.

Ordered a panel and after a few uses it cracked. Followed the manufactures recommendations to properly cure before use. Filled out the warranty information and in a matter of less than a week a new one have arrived. Absolutley the best customer service I have experienced with a online order. Super job. Thank you very much. Johnny B

Called with question on timing of delivery. Very helpful and knowledgable. Needed a mantel quickly. Could get the one I wanted in 1-2 days. Ordered on a Friday and received on Monday. Good looking, nice product. Great service.

Had a very positive experience with eFireplace.com and my salesman, Will Murray. Not only did Will take the time to answer all my questions, he took the information that I gave him regarding my existing/out dated fire place insert, and helped me pick a new log set and burner that fit my requirements. Price, selection, service, shipping and personal commitment to my needs were met beyond my expectations. I HIGHLY recommend eFireplace.com for all your fireplace needs. A+++

Found out in Calif that I needed EPA Phase 2 fireplaces which raised cost from $800 to $2800. Further my contractor bid the chimney parts out at $4000. In both cases the expert at eFireplaceStore knew exactly what was needed, was responsive, gave me his best discount and even thought I spent thousands, he save me thousands... so thanks to great service and great pricing.

Takes customer service to the next level especially when all the info you have to make an ordering decision is a photo and manufactures description.
My experience went from disappointment to very satisfied as a result of efireplace and their business integrity.

Erin the sales rep was very helpful! The fireplace was what we wanted and needed. It arrived quickly. The remote was missing but came four days later. The logs were a little pricey but much better than our last ones.

Update as of 6/30/2022 EfireplaceStore said they don't care that my fireplace was delivered damage They will not pay the claim, That I have to take the loss of 2400. 00 You can see clearly the damage on the bottom. Can't install this. DO NOT BUY From EfireplaceStore.com