US Fireplace Store Reviews 

I found the light I needed on line after unsuccessfully trying to order from another place. I called to insure your store had the item, the customer service was excellent! He asked several questions, took my phone number and contacted me within 30 minutes with everything I needed. I ordered and there was constant updates and communication until my package arrived. I highly recommend this business and will go to them first the next time. Item arrived just as ordered, arrived quickly and costumer service was excellent.

It was good but the fireplace was damaged in shipping

Fast efficient service and response. Kept me updated. Good price, great product.

I ordered a scupper with copper finish and waited almost a month to get it. When it arrived it was in a stainless steel finish. Not what I ordered. I put it in a request to customer support and it's been over a week now and I still don't have an answer on what they're going to do about this. My job is on hold because of this and their customer support and response times are horrible. I will never order from them again.

Terrible customer service. I bought a $480 remote that was recommended as add on to the fireplace I bought on their website but it was the wrong remote for my fireplace. My contractor could not install the remote/receiver to the fireplace. I had to bring in a professional fireplace specialist who concluded it was the wrong model for my fireplace. I called them to try to return but they won't because it's been more than 30 days even though the remote was never used. Ridiculous given they sold me the wrong remote.

THIS COMPANY HAS EXCELLENT CUSTOMER SERVICE AND FAIR PRICES

They are thieves, took my return and never refunded me!!!

Company kept in contact with me; had a substitution to propose and complied with my request timely. Delivery was as promised.

The only reason I gave it a one star is because I could not do zero stars. I bought a $1200 grill from them and it had a faulty part which was a dangerous part where the gas goes from the tank to the grill. It leaked badly. I contacted them sent pictures and they would not replace it. Beware do not buy from this place.

i recieved my stove last wednesday one of the logs was broken .called us fireplacestore to report the broken log .the lady who answered was very plesant and ask if i could send her a picture of the broken log. she sent a request for a replacement. i recived a hole set of logs today.i would recomend if you need a stove to call us fireplacestore for your stove.

From beginning to end, the service was absolutely wonderful, and the price was just right. What more could I ask for? Thank you so much!

I purchased a fireplace for a customer. When the fireplace arrived I wasn’t ready to install it yet. When I was ready I installed the fireplace and realized I needed a glass door since the fireplace didn’t have a damper to close off the flue. I had ordered a screen barrier. I wanted to return the screen barrier and buy the glass door. But since I was 5 days past their 30 day return policy I could not return the screen barrier. I was not pleased with the return policy. We have to order materials for jobs ahead of time to make sure we have it ready when we need it and I feel like the 30 day return window is far to short.

The burner didn't come with the hose and adapters to connect it to the gas line. I was chatting for a while with you guys and seems nobody had idea and did not help me with this. I was looking on your website and you did not sell those separately or give instructions. No good

They built and supplied a quote containing the wrong flue for my fireplace. I get it mistakes get made but the thing that was so frustrating was I had to argue with them over weeks on not paying shipping and restocking fees for their mistake. They were fine to work with until there is any issue with the order then it is terrible to work with them. I tried to make a change to the order after the fact and once again it was a terrible experience. The people that work there are great. Their process and procedures from a customer standpoint is painful.

Everything arrived unbroken but it was missing fastener packet 2.

Overall, the length of time it took to receive it was unacceptable. I had to call several times for the status and got wrong information each time.

Super American manufacturing business that stands behind their products with updated warranties. You will not be disappointed with their quality of products, prompt delivery, and customer service. And this is a promise!

After 18 months the new fan is rattling and make as much noise as the old one. Very disappointing...

All items arrived in a timely manner and customer service was excellent!

US fireplace store is great. Not only are they nice people, they go out of their way to help you. I ordered a fireplace grate and it is beautiful. Shipping was fast and carefully packaged.