eFireplaceStore

Received the shipment damaged, notified them within 24 hours - they denied the claim. Apparently I was supposed to notify the carrier but when I called in they never told me that. It was a $260 piece on a $4650 order. Ridiculous that they would decide to not send out a replacement.

I purchased a fireplace and mantle from this company and there was a sizing error made by them on the mantle. While it was their mistake they made me return the incorrect mantle at my cost back to them, complaining that they had spent money shipping the item to me. If you have any problem of any sort you can be sure that these folks will look out for themselves. I am sorry I bought from them and if you think you are being smart by buying from them, if there is any problem you will be stuck with much higher costs. Buy somewhere else!

I previously gave this company 5 stars for the selection and ordering ease... but I was too quick to judge. Several of the gas logs arrived damaged. We contacted the company and were met with poor customer service. They required photos of the damaged items, as well as documentation they likely already had on file. We submitted the items multiple times... each time to a representative that had no idea that we had submitted the items previously. After over 3 months, the broken items have yet to be replaced. Clearly a middleman company that drop ships product with no desire or ability to provide adequate customer service for follow on issues

Order was processed and delivered in a timely manner. Log set was perfect for our needs and very reasonably priced. Has some interaction with tech support and it went as well as it could. Would do business with them again without reservation.

Was easy to order a fireplace door online, customer service rep told me what part( model I should get), I received package 3 days later and it was wrong size so I called for exchange... no such thing if you return you pay a shipping cost plus restocking and if product is damaged they will not refund you at all... so sure thing i get an email with an image off a pile of glass and blurb about i hope you had insurance on the shipping since we will not reimburse you. So here I'm 160 for the door 50 for the shipping and no fire place door...
Don't use them... just dont

Bought refractory panels which were delivered on time and in factory condition. Installation was a snap for someone with basic construction skills. Carefully followed all the conditioning precautions by burning no less than ten small, 20 minute fires. We never had an opportunity to have a regular fire because the rear panel cracked. We live in sunny Southern California so temperature extremes are not an issue. Although the manufacturer initially denied my claim, efireplace did send a replacement unit very soon thereafter. This is a do it yourself project that can save you big bucks with only minimal skills.

Ordered a wood burning stove and blower attachment for over 3 grand. Two weeks after taking the order they call and say it is not avaiable! Also, they had shipped the blower attachment and wanted me to coordinate return in order for my refund to be processed. Of course I told them to deal with it on their own, which ultimately they did. Full refund was given same day but now they have delayed our construction project by at least two weeks!

What a wonderful experience! We are in the process of doing an addition to our family room. The fireplace needed to be removed and moved back 12 foot. Our flu pipes needed to be replaced and we had an awful time locating. We went to several different Chimney dealers in our area and no one could help. My husband did a Google search and low and behold eFireplace popped up. My addition project was at a standstill until we found you. Ordered parts, received quickly and they were installed perfectly this weekend! Thank you for jump starting my project and being able to settle an issue that nobody else could!

In the beginning when you place the order everyone is more than happy to help you. They use terminology to make their products sound like it can fit any fireplace. Then when you get it and it's not what you wanted or ordered and doesn't fit they charge you a large restocking fee, make you pay for the original shipping, and then make you pay for the return shipping. In the end I lost more than 50% of what I paid. I will never use this company again, and would warn anybody to be an expert in fireplaces before buying here. - Edward

Had a very positive experience with eFireplace.com and my salesman, Will Murray. Not only did Will take the time to answer all my questions, he took the information that I gave him regarding my existing/out dated fire place insert, and helped me pick a new log set and burner that fit my requirements. Price, selection, service, shipping and personal commitment to my needs were met beyond my expectations. I HIGHLY recommend eFireplace.com for all your fireplace needs. A+++