US Fireplace Store Reviews 1,154

I am a repeated customer. Very good company and service

Purchased a blower for my woodstove
Was delivered to my house damaged due to poor packaging and not careful delivery
Contact customer service
They send me replacement
Like to deal with this company
Would recommend to use them for your needs

This place is not responsive to calls, emails, etc. They take your money and send products that don't work.
They can greatly improve their customer service by responding to concerns of their customers especially when the product doesn't work. Red flag them for all products they sell.

I ordered spray paint for DV stove pipe. It never made it to me in New York. It got flagged by UPS for not being properly labeled. Which is crazy because I paid $56 for shipping. I assumed the high cost was due to it being paint. I received an email saying I could pick it up in New Hampshire, 2.5 hours away. You can't talk to anyone there! You can speak with an outside agent. I spoke to a lovely woman in a foreign country who probably didn't know NH even exist. Let alone that it is 2.5 hrs away from me. 2 Weeks no refund, I am calling my credit card to dispute the charges. Buyer beware!!!

Great service.

They originally sent the wrong color spray paint, one of the two that I ordered but after a couple of emails I finally got the second correct can

Best price I could find, customer oriented staff member with whom I spoke, and fast shipping. A very satisfying experience

I purchased an item on 10/20/2025. On 10/29, I got an email stating they need another $250 to ship it. Customer service is also non-existent. Horrible scam company.

We purchased a pellet stove locally and realized we can’t install it until we have a certain chimney pipe piece. We placed an order 6 days ago now and it has yet to even be finalized by the warehouse. Seeing reviews on their website about quick shipping made me think it was going to be the same for us. I have a newborn and we don’t have heat until we have this pipe. It’s been getting around 40 degrees at night outside and 50’s during the day. The customer service lady was nice though and answered promptly but couldn’t exactly help to get this shipped quicker.

First order i had went great. The second order did not go so well. They took my order and after about a week they informed me they didn't have any and needed an additional 50$ to complete the order using another supplier. I am old fashioned, I believe in if you agree on a price you deliver it at said price. They did not see it that way as companies just are not what they used to be. Integrity is kind of a thing of the past in today's society. Make sure if you buy something from them its in stock prior to ordering.

When i bought the stove online it said in stock free shipping 3 day later I get a message saying it going to cost me 300 more for shipping what a scam you people are running. I'm a business owner installing pellet and wood stove this really cut into my profit. I'll never do business with you again or recommend you.

Bag of sand was cut and it’s spilled everywhere!!!

easy to order and shipping was quick

The fireplace screen is a great quality. I had a small issue and the customer service is quick and friendly and very helpful! Overall it was a pleasure doing business and I will order from them again! ⭐️⭐️⭐️⭐️⭐️

When I wanted to order I was not able to get by the order taker when I had questions. So I purchased a stove that was not exactly what I wanted. It works but it costs me $1000 extra to make it work as I wanted.

The worst customer service I have ever experienced. Impossible to speak to anyone and get an actual answer. Was promised a call back by order manager but have been waiting for over two weeks for that call.

Company will not honor 110% best price guarantee. I found exact item from authorized retailer for over $400 less and they said nothing.

The sales team misrepresented a gas log burner set as B-vent compatible, and recommended I buy an additional part to adapt the burner. RH Peterson, the manufacturer, confirmed I was misinformed, and furthermore insisted the burner could not be adapted without the risk of fire.

I understand people make mistakes, but when I tried to return the items, they insisted I pay a 25% restocking fee, plus the costs of shipping (both ways)

No manager would take my calls to discuss the problem. Every time I reached out, I received a "cut and paste" reply basically telling me that in order to be fair, we treat every issue the same, and take no responsibility for our misrepresentation and mistakes.

Lack of concern with resolving damaged heater delivered. Emailed repetitive excuses and potential reasons that US Fireplace was not required to take responsibility. Was told that it was my problem signing for delivery. The package looked perfect and packaged properly. Inside the factory packed container the heater was damaged beyond being safe to use. It took two weeks of emails, filing a MasterCard dispute claim, contacting the Manufacturer for help, and contacting my attorney. Last week I finally received an email telling me that I would be credited to my account. Still waiting for credit . Nightmare experience. I still have no heat at the beginning of winter.

Great prices, selection and customer service! I will definitely purchase from US fireplace Store again!

Our infrared patio heaters are the greatest. Enjoying them immensely. Hope they last. Time will tell.