US Fireplace Store Reviews 1,154

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

Order was easy to place

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....

The long-delayed door arrived as explained by customer service, after being held up by manufacturing issues at Osburn.

We received notification that it was damaged by UPS and when we reached out your office was unable to provide any information or direction as to next steps. The fireplace FINALLY arrives and came without a remote so we were unable to test everything in the appropriate time frame to return the item and when we called the answer was you have x days return. We then called tech support and it was same person each time and she mentioned she is the only one. We did get the remote but the paperwork provided with the item wasn’t for that remote. All in all fireplace works but your organization and tech support did not offer a seamless experience which will deter us from purchasing or recommending.

We needed a specialty product, and US Fireplace Store had exactly what we needed, at the best price available, with quick shipping. Great transaction, 10/10, highly recommend.

I purchased a fireplace in September that was advertised as “in stock” and complete. Instead, I received only half of the unit. The firebox — which is required to actually install and operate the fireplace — didn’t arrive until six weeks later.

After finally having the full unit professionally installed (at my expense), it did not work. I called the company repeatedly, but they refused to speak with me directly. Instead, they required me to pay a professional to come back out and test the unit. I did that and submitted all documentation as requested.

They then claimed a part was defective and sent a replacement. I paid again to have a professional return and install the new part — and the fireplace still didn’t work.

At that point, they told me I would need to deal directly with the manufacturer. It felt like buying a tool from Home Depot, returning it to the store because it didn’t work, and being told to call DeWalt yourself. Completely unacceptable.

After more than 25 phone calls, countless emails, and hours of my time, I never once got someone on the phone. I only received repeated emails saying someone would contact me within 24–48 hours — which never happened.

In the end, I had to purchase an entirely new fireplace to fit into the firebox, costing me even more money on top of installation fees.

This has been one of the worst customer service experiences I’ve ever had. Save yourself the frustration. Spend a little extra and buy locally or from a company that actually stands behind their products.

Great representative to deal with and a great product.

Slow shipping horrible customer service! Dont recommend purchasing anything for them

I canceled the order, it showed up at my house still. I can only return it if I pay a ridiculous restock fee, and shipping to return it. Even after I canceled the order with over 13days before it even shipped!

There was an issue with missing screws, and it was promptly addressed by the company. The fireplace screen is beautiful.

fireplace arrived early. great notification on delivery. definitely packaged for shipment. very easy company to deal with and price was great!

Product arrived damaged. Beat up pretty bad during shipping.