US Fireplace Store Reviews 1,154

I have been going through fire place grates every year. I have yet to find one that can hold up to the heat of an oak fire. My recent purchase of a 304 stainless grate should end this ridiculous yearly expense. I just received it and have yet to try it out. So I will with hold my evaluation for now but the purchase experience was flawless.

Need to talk to a knowledgeable person speaking English. Have someone call I have questions 701 261 7319 ask for Kim

i don't remember purchasing this item. when i called to ask about the invoice, the person couldn't find it and couldn't find the reference # either.
then i have to pay for the return and restocking - i wonder if anything is left to credit my card after this expensive venture? confused.....

great experiences, great product with ease of delivery.

Item is defective. Called the company and the issue for either a replacement or refund could not be resolved on the call, was referred to an email. I emailed the company as indicated and no response was received after three follow ups. Will be clawing back the money.

The Company sent me two fireplaces that were very poor quality. Dented and damaged. Took 3 months to get a partial refund after returning items. Poor service and poor products. I do not recommend

The item showed up damaged (dented and scratched) and without the hardware to fasten it to the brick. Honestly I expected better since the item was so pricey.

Still waiting on my full order from 1/3/26 and it is 2/2/26.

Would never do business with US Fireplace Store again! The part I ordered to repair was wrong the repair guy wouldn’t call me back and had to return like 32 days later US Fireplace Store wouldn’t let me return it.

The shipment was poorly packaged and arrived broken.

Emailed multiple times to get tracking information and no one was able to tell me when it would ship. Originally said within 10 days. It took 18 days to receive.
I think the $59 flat fee shipping was over charging for the small item I ordered. I will not use this site again nor will I recommend it to any of my clients as I own a chimney/fireplace business. Sent an email to get a refund and return this item and no response.

I spent just under $5000 for a fireplace at US Fireplace. The blower they sent me does not fit at all. When I called to see how this was going to be resolved I was told that they don't have anyone with technical expertise to help fix this problem. So, so far I am just stuck with a blower I cannot use. They were going to check and get back to me but so far they have not tried to get back to me with a resolution to my problem.

The customer service was subpar. It took days even weeks to get a response. Once we ordered we were told that there wasn’t any in stock so they would have to add an additional shipping cost of 100.00 to the order. At the time we were never notified it was delivering it just showed up. It was sandwiched between to full sized pallets it was completely overkill on the packaging. A month after delivery we received notifications that it was delivering. We were worried we were going to get charged again. We didn’t. It was just a delay in the notification. I would not purchase from them again. The product is good. Customer service was horrible and it was a hassle to work with them. We would find something local next time.

Everybody was very helpful and prompt with their delivery

Excellent communication and timely responses to inquiries

Great buying experience, people very helpful and provide you with fast easy delivery. They also were very quick to send a replacement part for an item that was missing from the shipment, within a day of reporting it. Thank you for a wonderful buying experience.

This is the second or third fireplace I bought from US Fireplace. Their price is always right in the ballpark of other websites carying the same item. But the best price doesn't stop them from delivering the best service and followup.

just what i needed

Item arrived as described
The only thing was the outer box looked fine but with that being said the product box inside the outer box looked like it had been through the ringer was in very rough shape
The actual product on the other hand appeared to be in good shape

US Fireplace Store located and shipped to me an item that is in very short supply. They kept me informed throughout the entire process.