The website was easy to navigate plus it included prices allowing to see costs with the many different options. I spoke with costumer service and the representative was very helpful and offered to ass... Toon meer
Bedrijf heeft geantwoord
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The locating of the correct parts was really important, since we had tried to order them from the company that sold the product, but with no success. The pricing of these products was nominal and no... Toon meer
Bedrijf heeft geantwoord
I ordered and paid for a heater, to only be told later that it wasn’t in stock . I waited a year and it was back in the website as in stock, once again i purchased it and received another email to upg... Toon meer
Bedrijf heeft geantwoord
Ordered Rasmussen Pilot Thermocouple Assembly J95R-LP. It arrived 3 weeks late. It was defective. LP would not go through the unit. You would not honor refund or replacement but referred me to Ras... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Explore America's largest selection of heating solutions with over 100,000 products including gas, electric, and wood fireplaces, fire pits, log sets, stoves, and heaters. Trusted by over 25,000 households, contractors, and builders. Free shipping available. Open every day 8:00 AM - 11:59 PM ET. Give us a call today!
Contactgegevens
Verenigde Staten
- 888-992-1556
- support@usfireplacestore.com
- usfireplacestore.com
3,3
Gemiddeld
1K reviews
Vraagt klanten om een review
Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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I need 12 inch od bands
I need 12 inch od bands, not 14 inch bands. the choices do not list actual size of bands. I havea customer waiting on this. We need to get this resolved as soon as we can. How do I get the right ones on the way.
20 juli 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
We have checked your order, and our order processor is already working on this request. Please check your email for any updates. An email was sent by our support team 4 days ago, and we are currently awaiting your reply so we can proceed with the next steps.
Thank you for your patience and cooperation.
Terrible Return Policy
If you want to return something. They will keep almost all of your money. Item has no damage, they up charge you for a stocking fee and shipping. Horrible and they are not transparent about this. On a $200 item I got $30 back. Do not shop here.
28 juli 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
We’re sorry to hear about your experience. Our return policy is applied fairly and consistently to all customers. Return shipping costs and any applicable restocking fees are based on the terms outlined in our policy and are communicated to customers during the return process.
We appreciate your feedback and will continue working to make our policies and procedures as clear as possible.
Sold me an item and then said hey can we get more money
Sold me an item. Then sent me this
“Good Day!
We have received an update today that the item is out of stock but we have reached out to our third-party warehouse and, the good news they have the item in stock. However, there is an additional shipping cost due to the size, distance, and weight. The shipping cost is $200. As our valued customer, we are happy to cover 50% of the amount. So you only need to pay an additional $100 to ship the item. Please let us know if you wish to proceed.
Thank you again for doing business with us!
We will wait for your response. Have a great da”
8 juli 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Hello,
Thank you for reaching out.
We understand your concern. However, please note that your order has been canceled, and no payment has been captured, as we only requested a payment authorization at the time of purchase. Payment is not captured until the order is confirmed and ready to be processed.
Regarding the additional shipping cost, we were not requiring you to pay the extra $100. We were simply providing it as an optional solution after our third-party warehouse confirmed they had the item in stock. We also offered to cover 50% of the additional shipping cost as a courtesy.
Since you have chosen not to proceed, your order has been canceled, and no charges have been made.
If you have any further questions, please let us know. We're happy to help.
Thank you.
When trying to return items it was very…
When trying to return items it was very difficult. Then got charged 25% for restocking. Will never ever buy from them again.
14 juli 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your feedback. We're sorry to hear that your return experience was frustrating.
Our shipping and return policy, including the 25% restocking fee, is outlined on our website prior to purchase and can also be reviewed at any time. We encourage customers to check these policies before placing an order or initiating a return so there are no surprises.
We appreciate you taking the time to share your experience, and we're sorry we weren't able to meet your expectations.
They sent me a broken heater and wouldn't refund it so I had to dispute the charge with my credit card
One of the heaters we ordered arrived broken (glass at the top shattered). I notified them immediately and sent a photo. Despite that it took over a month and a half of them stalling, deciding to make me mail back the entire thing and ultimately then telling me the heater wasn't in resellable condition so I could only get a partial credit for the return. I disputed with my credit card and won finally to get my money back.
I had wanted to return the second heater I ordered but they made the return which should have been cut and dry so difficult I just kept it.
Terrible terrible business.
16 juli 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Hello,
We're truly sorry to hear about your experience and understand how frustrating this must have been.
We apologize for the delays and any inconvenience caused throughout the return process. We understand your concerns regarding the damaged heater and the outcome of your return request.
Our return decisions are based on the condition of the item upon inspection and the applicable return policy. However, we understand that this experience did not meet your expectations, and we regret that it led you to dispute the charge with your credit card.
We appreciate you taking the time to share your feedback. Your comments will be shared with the appropriate team as they help us review and improve our processes.
Thank you for bringing this to our attention, and we sincerely apologize again for your experience.
Great Customer Service Support
Great Customer Service Support
Great Technical Support
All Representatives were courteous
10 juli 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Hello,
Thank you for your wonderful feedback! We're delighted to hear that you had a great experience with our Customer Service and Technical Support teams and that our representatives were courteous throughout your interaction.
We truly appreciate you taking the time to share your experience. Your kind words mean a lot to our team and encourage us to continue providing excellent service.
Have a wonderful day!
BEWARE!!
BEWARE!!! Sketchy company. The wrapping style fireplace screen arrived defective, with one side shorter than the other. Cost was around $800. Major hassle to photograph every side of the shipping box and the unit itself. Then asked to find out the country of origin and get more photos. The unit looks like it may be a knock off sold as a legitimate high end fire screen. The “brass” feels like plastic. We are doing further investigation but please beware of purchasing here.
1 juli 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Hello,
Thank you for bringing this matter to our attention. We have already forwarded your concern to our manufacturing team for further investigation.
Please rest assured that we are actively looking into this issue and will provide you with an update as soon as we receive feedback from the team.
We appreciate your patience and understanding while we work to resolve this matter.
Antwoord van US Fireplace Store
Thank you for your kind feedback! We truly appreciate your comments and are glad to hear that you had a positive experience with our communication and assistance. We’re always here to provide timely support whenever you need us.
Antwoord van US Fireplace Store
Thank you for your feedback! We appreciate your kind words and are glad to know you had a fast and reliable experience with our service. We look forward to assisting you again in the future.
Antwoord van US Fireplace Store
Thank you for your feedback. We understand your concern regarding the shipping charge. Shipping costs are calculated based on factors such as package size, weight, destination, and current carrier rates. We appreciate your input and will continue reviewing our shipping options to provide the best possible value for our customers.
Not your fault but you remedied everything. The damaged unit was picked up today and we received the new unit 2 weeks earlier than expected. Job well done.
Not your fault, Heater damaged in shipping however the return process which is still ongoing has been painful. I was informed that I would get a return label emailed to me but that has yet to happen.
If you would be so kind as to look into this for me, I understand our heater is delayed on backorder but we very much still want it.
Sincerely,
Mike Sharpe
28 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Hello,
We’re happy to let you know that your replacement has been delivered today.
Thank you for your patience and understanding throughout the process. We appreciate the opportunity to make this right and hope you’re satisfied with your replacement.
If you feel your experience has improved, we would greatly appreciate it if you could consider updating your review to reflect the resolution.
Thank you again for your support.
Box was missing screws and could tell…
Box was missing screws and could tell the item was a return that was just reboxed and send out to the next order.
10 juni 2026
Antwoord van US Fireplace Store
We're sorry to hear you received an item in that condition. That isn't the experience we want for our customers. Please get in touch with us with your order details, and we'll be happy to make this right by arranging a replacement or another appropriate resolution. Thank you for bringing this to our attention.
Impossible return process …
Make sure you research your order before you place it. I was assured the log set I ordered would fit. Unfortunately that was not the case. The return process was hands down the most tedious process I’ve ever had to do. Ultimately I had to dispute the charge with my bank to get a refund. Never an apology or more importantly never any help in getting the correct log set. I tried multiple times to get help but never was able to speak with anyone who could accomplish anything. Nice enough people but a nightmare customer experience.
1 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We understand that returns can be frustrating, especially when an item isn't the right fit. Our return process follows our established policies, which are designed to ensure consistency and fairness for all customers. We regret that this process left you feeling unsupported. Your comments regarding communication and assistance in finding the correct log set have been noted, as we always strive to provide better service. We appreciate your feedback and wish you the best moving forward.
Exactly what I wanted / needed
While it was disappointing that it took a while longer to get the fireplace control / remote equipment than I originally expected, the company was very communicative during the process and customer service very timely addressed an issue with missing control knob
26 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your thoughtful review! We appreciate your patience while your fireplace control and remote equipment was on its way. We're glad our team kept you informed throughout the process and was able to quickly resolve the issue with the missing control knob. It's great to hear you received exactly what you wanted and needed. Thank you for choosing us, and we hope you enjoy your fireplace!
I ordered a trim front for a majestic…
I ordered a trim front for a majestic fireplace and had questions post order. Everyone I talked to were so friendly and helpful and wanted to be sure I had the correct item. It arrived quickly and looks amazing. Great customer service, thank you so much.
3 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you so much for your kind words! We're thrilled to hear that our team was able to answer your questions and help ensure you received the right trim front for your Majestic fireplace. It's great to know your order arrived quickly and that you're happy with how it looks. We truly appreciate your feedback and your business. Enjoy your fireplace, and please don't hesitate to reach out if you ever need anything else!
very helpful information and assistance
I received very helpful information and assistance when placing my order. I was told how long it would take to receive my items, but they arrived much earlier!
9 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that you found the information and assistance helpful when placing your order. It's also great to know that your items arrived earlier than expected. We appreciate your support and look forward to serving you again in the future.
Beautiful fireplace!
15 mei 2026
Antwoord van US Fireplace Store
Thank you for your feedback! We're thrilled to hear that you love the fireplace. We appreciate your support and hope it brings warmth and enjoyment to your space for years to come.
PROMPT SERVICE AGAIN
ORDERED A SECOND SET OF CHIMNEY SURROUNDS AND THE PROMPTNESS OF GETTING THEM OUT AND DELIVERED WAS GREAT JUST LIKE THE FIRST ONE, I APPRECIATE THAT THEY ARE ON THEIR GAME.
30 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that your second set of chimney surrounds arrived promptly, just like your first order. We truly appreciate your continued business and are glad our team could provide you with another great experience. Thank you for taking the time to share your comments, and we look forward to serving you again in the future.
Great experience and prices
Great experience and prices. My order was promptly handled: product shipped and customer service stayed in touch via email. All of my concerns were rapidly and professionally dealt with. Highly recommend
2 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your kind words and recommendation! We're thrilled to hear that you had a great experience with both our pricing and service. Providing prompt order processing, clear communication, and responsive customer support is a top priority for us, so it's wonderful to know that we were able to address all of your concerns quickly and professionally. We truly appreciate your business and look forward to serving you again in the future!
Great customer support
Great customer support, and great pricing. In this inflationary economy we are always trying to find sources that help us stay close to margins. It's an uphill battle, particular in this space, but we are greatful as a licensed contractor that they work with us to hit targets
12 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your thoughtful feedback! We're honored to support licensed contractors like you and understand the challenges of maintaining healthy margins in today's economic environment. It's wonderful to hear that our pricing and customer support have helped your business stay competitive. We truly value your partnership and look forward to continuing to work with you to provide quality products, reliable service, and the value you need to meet your goals. Thank you for your trust and support!
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