eFireplaceStore Reviews 9

Ordered chimney pieces. They arrived with chipped paint and missing pieces. There was no item list or instructions to determine what should have been included. I ordered two identical pieces, they came in different boxes and included different pieces, with no clear way to complete the install with either of them.

I returned one of the pieces and they claimed it was damaged in shipping and couldn't issue a refund.
This would appear to be an intentional scam. I don't know how many times these parts were sent out before me.

eFireplace has a returns and damage claim process that seems great when filing a claim. What's not great is the emails week after week (45 days now) either telling me that they haven't heard from the manufacturer, or they just talked to the manufacturer and replacement parts are on the way. It's a runaround. I am disputing and returning because the warranty process is useless.

This company is a complete fraud!! Stay away from this company!! I bought a fireplace screen which needed to be returned and I had great difficulty getting it approved for a return. Once they received it back, they claimed it had beem damaged in return transport. They refused the refund of almost $500 and suggested I file a claim with UPS for the item. This is their process. This way, they keep the original payment and UPS covers my refund. Complete fraud!! I let UPS and the better business bureau know what this company is doing!!

Product: Pool fire bowl/scupper combo.
1. Took forever to arrive, then they even emailed me to say it was going to be even longer.
2. They told me I'd need the propane tank connectors they sell separately. I didn't need them at all so I contacted em to return and they agreed to accept a return if I paid original shipping back, shipping to send all 3 back to em, and a restocking fee. Basically, nearly all of the purchase price. Customer service is TERRIBLE

Bought a replacement remote for our propane fireplace for our house and the Eastern Sierra mountains. I bought it on the 12th, from here instead of Amazon trying to save a couple bucks.

Place claims same day shipping, so I didn't expect it to ship until the 15th of October since I ordered it close to the weekend.

Got an email saying my order was shipped either the 15th or 16th, and was expected delivery last Tuesday the 21st.

Fast forward to today, Sunday, the 25th, and apparently it's barely in Raleigh North Carolina.

Usually when things like this happen, the remote either doesn't work or the box is going to be damaged, which I'm already anticipating, and anticipating sending back.

I should have not worried about the extra five bucks, order it from amazon, and had it two days later. Good thing it's only in the low teens at night, and not -20° like it usually is.

If you can find your part elsewhere, I recommend using a different merchant. I'll never order from here again.

Had to come here and write something positive as I'm sure people tend to follow up more often when they're mad vs happy. I had a frame I bought for a fireplace YEARS ago. It sat in storage, never used it. Sold it. But unknown to me, it was missing the rods and bolts. Dude I sold it to was understandably disappointed. Had no idea what they were. So I called eFireplace. Dude on the phone told me that there's no direct line to the manufacturer but he went to the trouble to call the manufacturer directly, quiz them on the specifics of the parts, got the answer, and got it back to me. All on a sale from like, 3 years ago. Super nice guy. Just wanted to leave this review so his efforts weren't in vain. Thanks!

Ordered a gas fireplace insert. Shipping company allowed it to be signed by an unauthorized signer. When unboxed found the unit was damaged, the supplier refused to refund or exchange since the shipment was accepted, even though it wasn’t accepted by the authorized purchaser. Run from this company

I own a high-end roofing company and needed chimney caps for a customer we whose house we were working on and have an expensive machine rented to work on their chimney. So we were supposed to be out by the weekend because they are having a party and I made that completely aware of this.
So I called and spoke with a sales person and got a quote, and told them I had to get the $500.00 for overnight shipping approved and would call back. I got it approved and called back and got voice mail and left a message. After a 1/2 hour I called back and spoke with another person because I needed them before the weekend. The other salesman had a better deal and the price for overnight went from $500.00 to $163.00. Friday morning the next day I had not gotten a tracking number so I called them. I was told that there was nothing that they could do about it. I asked for a manager and spoke with a female manager and she asked if I wanted to cancel my order. I told her to check on the shipping and let me know the status. She did not call back. So I called and told them to cancel the order and the said it already shipped out today. I told the person to stop it because I had found them in town and do not need them and I will not pay for them. I will dispute all charges from them.
So if you want to be lied to and not have your calls returned use these people. If you do not want to be lied to use another company!

I purchased a set of fireplace doors and some embers. The doors arrived in a cheesy thin box (china?), barely wrapped and the box was open and damaged, the doors were not broken. The doors did not fit my fireplace opening, so I began the adventure of a return. The doors cost $299.00 plus tax. When I emailed to return them, it said to use the box it was shipped in, put no stickers on including a (fragile) sticker. I used the same cheesy box, purchased a heavy duty wrap unlike the thin one the doors were packed in and sent it using UPS. Was told via email that the doors were broken and they would not give me a refund. By the way I was told I had to pay the $33.51 for return shipping and a restock fee of over $40.00. Received an email stating they would not refund the money. Spoke with several employees to no avail. UPS would not cover anything glass I was told when trying to recover some of the cost.
Bottom line is be care full ordering from them, because it is impossible to make a return.