eFireplaceStore

I received shipment from fed-ex that came from e-fireplace. The pallet was poorly wrapped for shipment and items came damaged. Some were documented that they were damaged on arrival. Somewhere, someone wrapped more shrink wrap so visually looked o k on the out side but when I removed the plastic, the back of the fireplace was dented up with tines from a forklift. Now I waiting to hear back from and could take up to six weeks before damaged product is resolved, then 3 weeks shipping for a new fireplace.

I ordered fireplace tools and received a fireplace hearth rug. The numbers of the items were similar but there was a huge weight difference (shouldnt have happened). They had me file a claim with photos and I received the tool set a few days later. I had to return the rug via UPS which was a hassle as I live in a rural area not near UPS. The tool set also had an imperfection on it but I kept it rather than deal with another return or exchange. Price was the best by far. Too bad order experience was flawed.

The process to buy was clean and simple. The service rep made sure I had the right size logs for my fireplace. I've never purchased gas logs before so I asked the service rep to help sure I had everything I needed.

When a technician assembled the unit, he commented there were no lava rocks. I assumed I had purchased everything I needed and had I been asked about lava rocks at purchase time, I would have gladly purchased them. I had to go buy some locally.

Aside from that, good experience.

Shipment of product and advice on what to buy was good. But when I received the product and called about the placement of the gas line as gas source was on left side and gas line on right side. I was told that most are made with gas connection on right side and I need to route a longer flexible gas line to the right side. I hired a plumber and the plumber took one look and reversed the gas connection so it can be hooked up to the left side. How could their tech guy not know this very basic fact.

I purchased a fireplace unit, mantle and other accessories on October 16th with an understanding that they were in stock. Shortly after my purchase I was notified that the unit was not in stock and would ship on Nov. 16th. On Nov. 19 I asked about the unit again and was told it would not ship until Dec. 15th. And asked if would I like a different unit. But, I have already paid for and received the blower unit and lighting. After some communication with the customer service department they resolved the issue fairly and promptly.

Ordered gas log set on 11/12. Salesperson said they were in stock and would ship the same day. Called today to get status of order. I was told it will be 8 weeks before they would get a shipment. Went to their website and they are still showing the same gas log set as being in stock. It's obvious they are taking orders for items that are advertised as "in stock" when in fact they are not in stock. Cancelled the order. Don't believe a word they say.

We ordered a surround and safety barrier package for our 50" double-sided fireplace. The manufacturer erred and sent only the surrounds. efireplacestore.com advised us to refuse the shipment and they would correct it. The follow through was great. After the manufacturer received the original returned packages, the correct item was shipped via 2-day delivery and works perfectly. We will definitely buy from again. The way a store handles errors is often more important than all the orders that were handled correctly. The efireplacestore employees were great and I did not have to leave a message and wait for a return call - nice to communicate with actual people!

We received our order but didn't have time to unpack everything to verify it was all intact. There was no visible damage to the packaging. When we finally got everything unpacked, we found some minor dents on some of the chimney sections, a chimney section so bent it was unusable but the packaging was not damaged and a dent in the bottom rear of the fireplace. We now have to fix the minor dents, but we contacted the retailer and they were not willing to replace the bent chimney section at their expense. In fact they were very recalcitrant about doing anything other than us buying a new section. I would not deal with these people ever again. They do not make things right. The fact that I received several damaged parts is very concerning.

We ordered a gas stove, and at first the information and speed of shipping was great. Then when installed the remote didn't work, so the units fan and temperature can't be turned on or controlled. After calling 4 times over a weeks time, each time being told we'd get a call back that never came, we received a short email saying a replacement would be sent in three weeks. We live somewhere where it's cold, we need the heater. Waiting what would be a month after installing the unit to receive a remote to make it work is not helpful or acceptable. The company told us return it or accept this. The unit has already been installed. We are appalled at the lack of follow up and inability to offer a reasonable solution after purchasing a high end expensive unit. Don't be fooled by the ship speed and ease of ordering, the customer service if you need it is not there. They do not stand by their products.

Service was great! I reviewed their website and then called them with a few questions I had. The sales rep was very knowledgeable and what she didn't know, she phoned someone else and got my answers from tech support. I placed my order with her. Shipping was a little confusing in that it came from multiple warehouses and 3 different carriers, but with her help we were able to track everything and all was received in less than a week and no damage.