Cornerstone Mantels & Fire Reviews 

We placed an order for a fire pit bowl insert for a client's landscaping project, and initially everything seemed fine. We'd received an order confirmation email after placing the order, but afterward communication of the order/shipping process was severely lacking.

We were given an 8-12 business day window for our order to arrive; about halfway into that period, after not hearing anything regarding the order being shipped or an update on the status (but after already being billed), we tried to reach out to Cornerstone.

We tried using the contact form on their website, but after not hearing anything for a few days, we called their customer service line. We were put on hold briefly and then the call was transferred to voicemail. We left a message asking to be contacted with the status of the order, but again, did not hear anything back. We called, again, the next day, this time trying both of the phone menu options (customer service and sales); not surprisingly, the call was sent to voicemail, where we again left a message. Why bother advertising your phone number and the ability to "talk to an expert" if there's never anyone to answer the phone or respond to emails.

After "googling" the company, we found other reviewers with similar experiences to ours, which was concerning. Finally, after becoming worried that this was all a big scam, we received an email from Cornerstone; it didn't acknowledge any of our other attempts to reach them, it just let us know that the order had been shipped. It didn't include any way to track the order, and we were surprised when a large truck pulled up in the evening, a few days later, to deliver the product (luckily we were home to accept it). Again, it would have been nice to receive some communication as to when we should have expected the order to arrive.

All-in-all, the product was as described, we were happy with the purchase, and it arrived within the delivery window, but we won't be using this company again. If they'd have simply kept us updated or been responsive to any of our numerous attempts to reach them, it would have been a much different experience. But, it all boils down to customer service and having confidence in the company - we received none of the former, so we have none of the latter.

Thank you...our emerald green fire glass looks spectacular in our new fire table. They arrived just in time for a party we had and everyone loved the look of the fire glass at night.

Our fire glass shipped per the posted time frame and arrived in great shape. Great price and great seller. Thank you!

Because of a shipping error from your supplier, we received the products we need extremely late. Being a landscape company we had a couple of angry customers.

Are you kidding? The product has not arrived and twice I have contacted customer service to with no response. Then you ask me to rate you?
Irony.

Thank you so much for the great service and the quality of the product.

I have been trying to get a key valve replaced that was labeled correctly in the manufactures box but contained product made with two different finishes the exposed Flange being the wrong color. They are treating this as returned product request.

The first customer service person said it would take two days to get an answer from the manufacturer I said there is nothing to be answered and offered to email a photo to show the two different finishes. She said they may request that, but we will get back to you. A week goes by and no response I call again, get voice mail , we are too busy please leave a message. I leave a very detailed message explaining the problem. Two more days go by no response, I call again and explain the issue.
CS person says I remember you, sorry the manufacturer never did back to me I will try again and will get back to you in two days. I said no I need to install this part in new masonry work which should be done in a few days, just send a new valve I will send back the old one. Now CS person says hold on let me call them right now, they usually answer right away. I hold, CS gets back on sorry no luck only got manufacturers voice mail, I will get back to you in two days. I said you have 3 mores hours left today can't call them again until they answer. CS I will try but if not I will get back in two days

Later this same day Tech Services responds and but has to leave me a voice mail. TS- your part is not defective, the valve body which is not visible when installed will not be the same finish as rest of the part. If that is not the problem please call back. My voice mail and both calls to CS explained it was the visible Flange not the valve body.

I call TS number and get CS again new person. I ask for Ray in Tech Service. CS person sorry I can't get you to TS but we can help and very slowly asks me for my first name, last name, order number, phone number.... I say you have all that info with the order number. CS Person I just need to verify, can I have your email, the date order was placed, what address was this shipped to....Stop I say I can't stay on the line any longer I need to leave, you have all that info with the order number just tell Ray in TS that the flange is wrong color not the valve so send new part please

CS person sorry I need to complete this info, can you tell me the product name, what day did you receive order......... I said, I have to go sorry, I hung up and have no idea if I will ever get the right part

Waited 2 weeks for my "in stock" item. Still had not shipped and no email updates about the status. Purchase did not show up on my account page. Called 800 number and its not the company. They can not answer any question and just take down your information. I will say once I disputed the charges with PayPal I received a refund the same day. Repurchased the same product from other on line retailer and it was at my house in 3 days.

Loving the fireglass that we purchased at Cornerstone... great price and a beautiful product...

Great Price - however quantity in the order was totally wrong! Only 10% of the order was received and I had to call back Cornerstone to correct the order. The additional fireplace glass was sent about 1 week or more later.

Sent wrong glass called them, pulled up order and resent new glass no charge !

I talked to someone from customer service before my purchase, then a person from technical support after my purchase. I cannot tell you how refreshing it is to talk to people who know their job & care about customer service. You have, by far, the best prices I found on the internet for the American fireglass products. Thanks for the great shopping experience.

15 minute hold times and customer service agents without order visibility or any product information make for a very frustrating experience

This was a great product and a beautiful addition to our patio but there weren't any instructions which is a little scary when you are working with propane. It does go through propane fairly quickly. We got about 5 evenings out of one tank (about 10 hours). It also cooks great s'mores.

Pros:
Super nice people, super easy transaction, delivered on schedule (time frame given) and the price...The price is just UNREAL Saved us HUUUUGE money on something that shouldnt cost as much as it does elsewhere. These guys had it priced right. Thank you!!!
Con:
The only issue is the tracking of my order and I am not sure it can be resolved since it is sent off to Manu for delivery. Not really even a "Con" except for people like to who track things every movement.

Great service from these guys! It was a bit unsettling having to leave a message for service but they promptly returned my call and helped me with my purchase.

Great product. Went together super easy (a screwdriver and my 50+ year old lady hands and decent directions.) Absolutely beautiful product -- helps prevent the wind blowing the flames flat. ALSO -- I was very impressed with the packaging. Minimal and secure. Everything arrived in one piece. A+ all the way.

I only received the rocks that were ordered but I was charged for ignitors and the fire pit covers they were never received and no one is returning emails or phone calls.

They lost our order. Nothing would have shipped if it weren't for me calling. But they were very nice and the fire glass looks awesome. Great pricing too.

We love this company for their fantastic products. However we ordered the product and were told it shipped about four times before we finally got confirmation. We called and didn't get calls back. We emailed questions without a great response. The product is the best, so we will probably keep ordering, but if it is a timely situation, you might want to order many weeks in advance.