Pretty good experience but took about 3 months to get my stove as it was on back order but they did get me a pretty decent price on it. Had some questions after I got it they sent me to there warehous... Toon meer
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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
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
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... 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
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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!
Us Fireplace supplied us an exterior cap part
Us Fireplace supplied us an exterior cap for our new gas fireplace. They had competitive pricing, great communication on delivery and it arrived in perfect condition. Great company for these special items. Thank you!
29 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your wonderful feedback! We're delighted to hear that you were happy with the competitive pricing, communication throughout the delivery process, and the condition of your exterior cap upon arrival. We strive to make purchasing specialty fireplace components as smooth and hassle-free as possible, and it's great to know we met your expectations. We truly appreciate your business and thank you for choosing us for your fireplace needs!
Replacement logs
Oder arrive promptly. One log was damaged but they quickly replaced it. Great customer service answering questions as well.
14 mei 2026
Antwoord van US Fireplace Store
Thank you for your feedback! We're glad to hear your order arrived promptly and that our team was able to quickly replace the damaged log. Providing responsive customer service and helpful support is very important to us, and we're pleased that we could answer your questions and resolve the issue to your satisfaction. We appreciate your business and look forward to serving you again in the future!
Runs a memorial day sale all items "in…
Runs a memorial day sale all items "in stock " order kit they respond saying its out of stock but theyll split the difference .. so another 70 bucks .. get said parts they send me stuff for a stove not for a chimney for a hot water heater .. total joke .. their fix is to purchase another 700 dollar kit they can eat a**
13 mei 2026
Antwoord van US Fireplace Store
Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you experienced. We understand how disappointing it is to place an order during a sale, be informed that an advertised in-stock item is unavailable, and then receive products that do not match your intended application.
Providing the correct parts and accurate inventory information is extremely important, and we regret that we fell short of your expectations. We also understand your concerns regarding the proposed resolution and the additional costs involved. Your feedback has been shared with our team for review so we can improve our inventory management, order accuracy, and customer support processes.
We appreciate you taking the time to share your experience and apologize again for the difficulties you encountered.
Poor communication
The main issue is l ack of communication and meaningful communication. I have worked in China and dealt with folks there, and the kind of communication I received with US fireplaces was very much like dealing with Chinese folks. This leads me to strongly suspect I was dealing with Chinese customer service people, not US based folks. They never address you question but assure you everything is well and you are there #1 customer etc. It took two weeks before my order was shipped even though they were in stock. In the end it arrived but only after much heartache. Buyer beware!
24 april 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for sharing your experience. We sincerely apologize for the frustration caused by the lack of clear and timely communication regarding your order. We understand how important it is to receive direct answers and regular updates, especially when an item is in stock. While we're glad your order ultimately arrived, we regret that the process took longer than expected and caused unnecessary stress. Your feedback is valuable and will be shared with our team as we continue working to improve our communication and customer service experience.
Good and Quick
I received a better discount than other online companies with good notifications and quick delivery
13 mei 2026
Antwoord van US Fireplace Store
Thank you for your kind feedback! We're delighted to hear that you received a great discount, appreciated our notifications, and were satisfied with the quick delivery. We value your support and look forward to serving you again soon!
Horrible service ordered fireplace in…
Horrible service ordered fireplace in half a year didn't get it, got bunch of attachments for that fireplace and they don't want to take it back I'm sitting around $1,000 out of my pocket
14 mei 2026
Antwoord van US Fireplace Store
Thank you for your feedback. We sincerely apologize for the frustration caused by the delay.
Throughout the process, we provided updates regarding the status of the fireplace order. Ultimately, you requested to cancel the fireplace because you could no longer wait for delivery, and we honored that request by issuing a full refund for the undelivered item.
Regarding the accessories delivered, they were shipped as ordered. Our Shipping and Return Policy, which is available on our website, outlines the terms and conditions for returns and refunds.
We understand how disappointing delays can be, and we appreciate your patience throughout the process. We value your business and continuously work with our support team to improve communication and delivery timelines for our customers.
Thank you for sharing your experience with us.
Great product and service
The US Fireplace Store sold us a great product, delivered it in a short period of time, and were very professional and easy to deal with. Five stars for this great company.
15 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
We're delighted to hear that you were happy with both the product and the service you received. Providing quality products, timely delivery, and a smooth customer experience is always our goal, so it's wonderful to know we met your expectations.
We truly appreciate your business and your trust in us. Thank you for choosing The US Fireplace Store, and we look forward to helping you with any future fireplace or home heating needs.
Amazing service they turned a bad…
Amazing service they turned a bad experience into a great one
1 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your review!
We're grateful for the opportunity to make things right and are delighted to hear that we were able to turn a challenging experience into a positive one. Providing excellent customer service and finding solutions for our customers are always our top priorities.
Thank you for your patience and for giving us the chance to assist you. We truly appreciate your business and look forward to serving you again in the future.
Never received gel fuel
Never received gel fuel. Your customer service team s horrible
3 juni 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
We sincerely apologize for the frustration caused by not receiving your gel fuel order.
This is not the experience we want our customers to have. Please contact us with your order information so we can investigate the issue and assist you further. We appreciate your feedback and the opportunity to make things right.
Thank you.
Antwoord van US Fireplace Store
Thank you for your wonderful feedback!
We're glad you enjoyed both our product and service. Your support means a lot to us, and we look forward to helping you again in the future.
Not a pleasent experience at all
Not a pleasent experience at all. You order, pay, and then someone, somewhere gets into action and orders whatever you ordered at their kitchen table, from a supplier. At that point they find out what is in stock and will be drop shipped. I had around $10K in not available items. Payment was taken, and they were not even sure when it would ship (took 2-3 months!).
We had an add on accessory box with one of the parts being the wrong part inside that box and when I finally reached someone, the first thing she could bring up was not an apology, or a "we're gonna fix this", but a "you are outside your complaint window".
You can tell by the many reviews, over 50% are NOT positive. That’s a horrible record. The only 5-stars are simple orders where nothing went wrong, and no further contact was needed.
When something does go wrong you get a “you are outside the return window, we got you cornered and will no longer take care of you”… and “that’s our policy”.
That’s ABSOLUTELY horrible horrible customer service.
All subsequent email conversations seem AI generated, unpersonal, generic answers. You get nothing taken care off.
Even tried to get a first name multiple times. It just gets ignored.
They have no real store, no real location. Learned my lesson the hard way.
Look a bit further, find a real store, and be happy.
31 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and regret that it did not meet your expectations.
We understand your frustration regarding item availability, lead times, and the accessory issue you described. While we do our best to provide accurate stock information from our suppliers and keep customers informed throughout the process, we recognize that delays and fulfillment changes can be disappointing.
Regarding your concern about support communication and the resolution of your issue, we also regret that you felt your concerns were not handled with the level of care and clarity you expected. Our team follows documented policies regarding return and claim windows, but we understand how important it is for customers to feel heard and supported when issues arise.
We take all feedback seriously, including concerns about communication style and customer experience. We are continuously working with our team and partners to improve responsiveness, clarity, and overall service.
We appreciate you bringing this to our attention and are sorry that your experience led to this outcome.
GREAT SERVICE OVERALL!!
29 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your wonderful feedback!
We're glad you were pleased with our service and appreciate your support. We look forward to serving you again!
Easy to work with
Easy to work with. They have been responsive and kept up great communication through the process.
21 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your feedback!
We're happy to hear you found our team easy to work with and appreciated our communication. We look forward to serving you again.
Quick and easy
Quick and easy! We have an antique street gas light that needed some help. You guys had everything we were looking for. We have 2 more gas lights that need some parts and I’m planning on using this company again. Your company is great. Very quick delivery. Will definitely be returning.
5 april 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you so much for your kind words and support! We’re thrilled to hear that you found exactly what you needed for your antique street gas light and that your experience was quick and easy. It means a lot to know you plan on returning for parts for your other gas lights as well. We truly appreciate your business and look forward to helping you again in the future!
I just can’t believe that you still in…
I just can’t believe that you still in business! I ordered a complete Direct Vent Chimney kit. I received it! The corrugated boxes 📦 were falling apart, the flew pipes ends were bent up which took me hours to straighten to use. There was no packaging partitions or wrapping for end damage from shipping!!
8 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Hi,
We sincerely apologize for the condition in which your order arrived and understand your frustration regarding the damaged packaging and bent pipe ends.
We have sent you an email requesting photos of the actual damaged items. At this time, the images we received only show the damaged boxes/packaging, which can sometimes occur during transit without affecting the items inside. To properly file a shipping damage claim with the carrier, we will need clear photos of the damaged chimney pipe ends and any affected components.
Once we receive the requested photos, we will proceed with the claim process.
We appreciate your cooperation and patience as we work to resolve this matter.
Just what I needed
They had just what I needed and provided quick service!
8 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your wonderful feedback! We're so glad we had exactly what you needed and that you were happy with our quick service. We truly appreciate your support and look forward to serving you again in the future!
Great experience all around
Items were very well packed and arrived in pristine condition. All around very satisfied. Will definitely use again as needs arrise
12 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your kind feedback! We’re very happy to hear that your items arrived safely and in pristine condition. We truly appreciate your support and look forward to assisting you again in the future.
Don’t buy from US Fireplace
I bought a grey porcelain Malm fireplace and fitting pipes for $9,205,79 in July 2025. I was told it was made to order so it would take 10 months to fulfill. I agreed. Only the stainless pipes where delivered. Within 10 months, USfireplace has never updated me on my product. Yesterday, a note from « store team » said that the company making the fireplace stopped in December 2025!! I won’t have it, because they never even placed my order in July !! They issued a refund for only $8,200, because the others pipes I received in August can’t be refunded according to their refund policy!! What a scam ! Barely apologetic, the company seems to always get away with poor business practices. They don’t reply to messages. Their associate on their customer line has 0 power on any decisions to be made. They only interested in selling and cashing money. I know US fireplace will reply to this review trying to say they will improve, but they won’t! They won’t do anything for me. In fact, they still sell today the porcelain fireplace knowing since December that it will never be produced ! They don’t care. They sell high end products and have absolutely no clue about customer service and education.
Stay away from this company as they will keep your money for months and find a way to refund the minimum. There is nothing to do against thieves and practices like theirs, they get away with biased policies. I should have checked reviews when I bought online…
Let’s find out what kind of sugar coating reply they will post to that review. We all know they won’t refund me the entire order, but they will appear very concerned and willing to improve. Sure !!
After over a week, No refund has been made !! And their return policy is unacceptable when they are at fault to provide what I ordered 10 months ago ! I never asked to be delivered partial order! I am still waiting for my refund. I knew the reply would be pathetic and a big lie.
12 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
We sincerely apologize for the frustration and disappointment caused by this order. Unfortunately, due to unforeseen circumstances with the manufacturer discontinuing production, we were unable to fulfill the fireplace portion of the order as originally expected.
Please note that estimated lead times, product references, and features may vary depending on manufacturer availability and production status. All arrangements regarding the estimated lead time, separate shipment of the pipe components, and order expectations were discussed before placing the order.
A full refund has been issued for all undelivered items. Regarding the stainless steel pipe components, these were shipped in August 2025 at your request to be delivered separately and ahead of the fireplace, for which we have supporting documentation. As these items were successfully delivered and are now outside of our return eligibility period, we are unable to issue an additional refund in accordance with our return policy.
We understand this situation has been extremely frustrating, and we regret that the experience did not meet expectations. We appreciate your feedback and sincerely apologize again for the inconvenience caused.
US Fireplace offered great service
US Fireplace offered great service, communication and price I could find. I will definetely use their services again.
11 mei 2026
Review zonder uitnodiging
Antwoord van US Fireplace Store
Thank you for your kind words! We truly appreciate your feedback and are glad to hear that you were satisfied with our service, communication, and pricing. It was a pleasure assisting you, and we look forward to serving you again in the future!
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