US Fireplace Store Reviews 

Professional, friendly, and prompt service. Delivered as promised. Order completed accurately.

Bought a 5 tube grate heater (ZC5) with the blower kit. It has made a big difference in the transfer of heat from the fireplace. It's currently 9 degrees Fahrenheit outside, I have my thermostat set at 62, and the fireplace with the grate heater is keeping the temperature at 67.

Without the grate heater, the fireplace would hardly keep the thermostat off.

As far as ascetics go, it's not all that pleasing, but functionality speaking I couldn't be more pleased with this product.

Excellent Customer service. Great communication & Experience.

Chimney liner is wonderful also ordered an all weather cap in black and when I received it was galvanized silver. Not a huge deal but not what was ordered. Unfortunately I didn’t have time to worry about exchange as I needed to get the wood stove up and running before a cold front moved in.

I ordered an empire 65000 btu propane stove. I got it for a good price and it was delivered with no problems and in good shape. The communication was excellent and I am a happy customer.

Very helpful and everything has been great!

Ordered a few times US Fireplace. Always great service, help, pricing and fast shipping.

My initial order was shipped before they told me that a critical part of the unit was on a months long backorder so i never even had a chance to cancel the order and purchase elsewhere.
When the backordered parts finally came they were damaged due to poor packing. This happened twice. By the third delivery they came undamaged but the weather was too severe to finish the unit.
Also,i purchased a highly overpriced vinyl cover which did not fit.
When i returned it i only got back $17 from a $90 cover due to restocking fee and my cost to ship it back.
I would not recommend this company.

Nice heaters. Fan a little louder than I like. Other than that we like it.

Jordan my sales rep was great explained everything answerded all my questions and helped with my purchase drom start ro finish

Zero stars if it was an option. Dont order anything from there same your money and time , I placed two big orders and they have a website with not available items, but you can purchase and then wait and wait and wait, and you call customer service and they say not even available. Not in stock. They give you a story about their system. Lies and lies. Will never by anything from this store again.

that i was able to find a new blower unit for my fireplace insert.

I received a large order of glowing embers quickly when I needed them in our busy season

High quality grate and they worked super fast to get it shipped by Christmas. Thank you!

Although I had a rough start because the unit I ordered was discontinued, the company came through and the logs were expedited and arrived in time for my husband’s bday. I had several calls and chats and was very pleased with the company response. We love our new logs! Thank you!

Company lied about delivery times, prolonged the order twice, customer support lied about call back times and promises, charged me shipping both ways and charged me a restocking fee on a blower for a wood stove order that was cancelled because of company’s neglect of accurate availability and ability to fulfill order in a timely manner

Shipping was amazing also the item was double boxed with enough padding to cushion the glass part. This beautiful piece is definitely a conversation starter although I haven’t gotten to use it yet… so I cannot tell about the functional aspect. I wouldn’t expect any issues though

Refuse to answer multiple requests for help . No managers available for over a week . Have requested a full refund for last duplicate purchase. The US Fireplace rep I spoke to was in the Philippines and kept checking if someone was available ?? Please explain

Customer support was excellent.
I was help my questions regarding product availability.

I am trying to return the fireplace remote I ordered as it is not the same as the one pictured online and is not compatible with my fireplace insert. I am not getting ANY satisfaction in the return process. I would like a return shipping label emailed to me and a refund issued (minus the return shipping and the restocking fee). I will be reaching out to the Better Business Bureau regarding the lack of follow through on my return request, also that the picture displayed online is not what the product is.