US Fireplace Store Reviews 

great experiences, great product with ease of delivery.

Item is defective. Called the company and the issue for either a replacement or refund could not be resolved on the call, was referred to an email. I emailed the company as indicated and no response was received after three follow ups. Will be clawing back the money.

The Company sent me two fireplaces that were very poor quality. Dented and damaged. Took 3 months to get a partial refund after returning items. Poor service and poor products. I do not recommend

The item showed up damaged (dented and scratched) and without the hardware to fasten it to the brick. Honestly I expected better since the item was so pricey.

Still waiting on my full order from 1/3/26 and it is 2/2/26.

Would never do business with US Fireplace Store again! The part I ordered to repair was wrong the repair guy wouldn’t call me back and had to return like 32 days later US Fireplace Store wouldn’t let me return it.

The shipment was poorly packaged and arrived broken.

Emailed multiple times to get tracking information and no one was able to tell me when it would ship. Originally said within 10 days. It took 18 days to receive.
I think the $59 flat fee shipping was over charging for the small item I ordered. I will not use this site again nor will I recommend it to any of my clients as I own a chimney/fireplace business. Sent an email to get a refund and return this item and no response.

I spent just under $5000 for a fireplace at US Fireplace. The blower they sent me does not fit at all. When I called to see how this was going to be resolved I was told that they don't have anyone with technical expertise to help fix this problem. So, so far I am just stuck with a blower I cannot use. They were going to check and get back to me but so far they have not tried to get back to me with a resolution to my problem.

The customer service was subpar. It took days even weeks to get a response. Once we ordered we were told that there wasn’t any in stock so they would have to add an additional shipping cost of 100.00 to the order. At the time we were never notified it was delivering it just showed up. It was sandwiched between to full sized pallets it was completely overkill on the packaging. A month after delivery we received notifications that it was delivering. We were worried we were going to get charged again. We didn’t. It was just a delay in the notification. I would not purchase from them again. The product is good. Customer service was horrible and it was a hassle to work with them. We would find something local next time.

Everybody was very helpful and prompt with their delivery

Excellent communication and timely responses to inquiries

Great buying experience, people very helpful and provide you with fast easy delivery. They also were very quick to send a replacement part for an item that was missing from the shipment, within a day of reporting it. Thank you for a wonderful buying experience.

This is the second or third fireplace I bought from US Fireplace. Their price is always right in the ballpark of other websites carying the same item. But the best price doesn't stop them from delivering the best service and followup.

just what i needed

Item arrived as described
The only thing was the outer box looked fine but with that being said the product box inside the outer box looked like it had been through the ringer was in very rough shape
The actual product on the other hand appeared to be in good shape

US Fireplace Store located and shipped to me an item that is in very short supply. They kept me informed throughout the entire process.

The quality of the Vermont Castings iron work and design is exactly as advertised. The prepurchase questions I asked were answered promptly and candidly (that is, no overselling). The timeframe for delivery was reasonable (and free shipping is always a plus). My only (constructive) criticism is that assembly is not as easy as advertised for someone who is not an experienced DIY hand. The instructions could be clearer (perhaps with photo illustrations) explaining for a greenhand, for example, the differences among round, pan,and flat head screws. Color photos from front, back, and bottom perspectives of what the final assembly should look like would also be helpful. Finally, I would include a (cheap) 3/8" wrench miniaturized to fit the tight tolerances. That aside, I would recommend it and buy it again.

I thought that the price I paid included everythin, but I only received some plates. I understand that the price was too expensive

Great customer service, very helpful in explaining what I needed and what kind of system I had. Highly recommend.