US Fireplace Store Reviews 1,154

Refuse to answer multiple requests for help . No managers available for over a week . Have requested a full refund for last duplicate purchase. The US Fireplace rep I spoke to was in the Philippines and kept checking if someone was available ?? Please explain

Customer support was excellent.
I was help my questions regarding product availability.

I am trying to return the fireplace remote I ordered as it is not the same as the one pictured online and is not compatible with my fireplace insert. I am not getting ANY satisfaction in the return process. I would like a return shipping label emailed to me and a refund issued (minus the return shipping and the restocking fee). I will be reaching out to the Better Business Bureau regarding the lack of follow through on my return request, also that the picture displayed online is not what the product is.

The current environment for sellers is to have no-charge freight. US Fireplace had a large, fixed dollar amount for freight, which I accepted when I ordered several items, BUT US Fireplace did not have stock for a couple of the items that I ordered, which made the fixed, large dollar amount of freight a large percentage of the total sale.

Easy to order. Arrived in a reasonable time. easy to install. Good communication about the order.

I returned my order to US Fireplace via your shipping wharehouse after several phone calls, emails and pictures requested by US Fireplace. I started contact with them within 3 days after receiving the order. On 12/10/25 I paid the USPS, $92.05 to return my order,(2boxes)to your warehouse; F&C Distributors.; They deducted $209. for restocking fee, taken out of the Bread Financial refund leaving me to pay back to Bread $183.10. All of this plus Bread Financial threatening my credit and $25.00 late fees for something I didn’t even have, after contacting Bread several times about the issue, three weeks before payment was due. So I end up getting burned for nearly $500.00 by US Fireplace and Bread Financial because I returned the items that were not suitable for our home. This is the worst experience I have ever had with any company, purchase or return. I will be contacting the Federal Trade Commission, Better Business Bureau and my attorney over this matter.

Easy to navigate the website and determine exactly what product was right for our fireplace. Price was fair, and the look of the logs was one of the best, most realistic designs for the ventless logs that we researched. After purchase, email updates were frequent, and the logs arrived on time and in great condition, with easy installation.

Still waiting on parts that did not ship. I was told they would check with the wareouse and its been over a week. Initial response to email was great then. .....nothing sent a second email ...nothing

Good experience. Would do it again.

Part of my order was delayed but they stayed in contact with me and overall I am very happy with the product, price and customer service

This company tried to bait and switch. Advertised at a good price, then said the item was discontinued when several other stores still had the item available for sale.

I cannot possibly tell you in this amount of space how bad my experience was. From confirmation of order on 11-19-25 USF 36050 to numerous inconsistent communications on 12-3, 12-4 after calling to inquire about my order, 12-5, 12-6 when I was told it was out for delivery to 12-16, when it was delivered. In addition, there are several scratches which I decided that I would live with rather than try to have any communication with anyone at your company. Surely, you can look at the communications (emails) associated with this order and realize how frustrating this entire experience was.

I ordered fireproof panels for my Osburn wood stove. they panels were broken when they arrived. i sent pictures and a description of what happened to them and within a week I had two other panels arrive, both Broken again, I sent pictures and a description again.
about a week later I received another package, the panels were in good shape. costumer service is very good, they stand behind their company. they do need to be a little more attentive in packaging, but it all worked out in the end.

Thank You
Gregg

First of all, the fireplace screen is beautiful and well made. Ordering was super easy. I used Venmo to avoid the credit surcharge at the suggestion of their customer service representative. He was so patient and helpful. The first screen arrived damaged, but they answered my email that day and began the process of sending a replacement immediately. I knew they would make it right, and they did!

This order took TOO long to ship. I was watching tracking and it was stuck at a nearby facility for days past expected delivery. So I inquired about why it was taking too long and was met with unprofessionalism and “not our problem “ attitude. (Don’t use the holidays as an excuse! I ordered many things online with no delay or issues.) So I stated I would not accept delivery if it did not arrive on time. Then it was delivered without requiring a signature. I received an email that insisted I inspect and sign for delivery in case of damage. The delivery company dropped it off and left. There were boxes on the pallet that were crushed and wrong way up. I ordered from the WRONG company and I will never order from this place again.

The flame doesn’t look anything like the pictures shown. I waisted $1000 on garbage. I should have spent a little extra to get something better.

I know it is not the gas pressure coming in. My lp gas pressure is 14.59wc.

Garbage experience. Still waiting on the woodstove purchased a month ago, website right now as of this writing shows "Estimated Delivery Date: Between Friday, Dec 26 and Sunday, Jan 4 to all states excl. Alaska & Hawaii if ordered in the next 22 hours 57 minutes 39 seconds." which is COMPLETE BS. The extra item on the 27 November 2025 purchase, a $250 blower fan arrived yesterday, 23 Dec and the account status shows the stove status as fulfilled though it most certainly is NOT. same song and dance everytime I phone or chat with customer service. Based on my experience there is no way i would recommend this company unless there is absolutely no other source for your stove or fireplace. Buyer beware.

The reply by US Fireplace is a complete LIE. They 100% have the ability and responsibility to accurately represent the product they are selling on their website, as well as its availability which today they still depict as "IN STOCK" knowing full well that it is NOT in their stock and may or may not be available from their mfg/supplier. I am still waiting on them to ship my purchase which was charged to my bank over a month ago. Don't do it.

We bought a Sunheat heater through US Fireplace. I read some reviews afterwards that said they were slow in shipping. That wasn't at all the case with us. I ordered the product, they kept me updated with the shipping status, and in less than a week we had our heater delivered. The package was in great shape when we got it and we love our heater.

The customer support / sales personnel and assistance is extremely slow - you have to almost beg them to respond.

They also represent a 110% price match guarantee but when an offer that is less expensive they WILL NOT honor it.

My reply: correct a you won’t have any orders since you don’t honor your price match guarantee and I can’t get a manager to call or email me back. It’s probably good that I didn’t move forward with my ~$6k order