The online customer service was polite… The online customer service was polite and informative. The service helped us to find a stove to fit our specifications. The shipping was fast once we had ordered and paid. However, during the shipping the black paint had been chipped and scraped off along one whole edge of the stove, but not dented or damaged in any other way. Rather that ship it back, we bought special black stove paint and sprayed a new coating over that whole edge. We haven’t tried our new stove yet because it hasn’t yet been installed.

New 42 inch electric fireplace. Purchased an electric built-in fireplace to replace an older propane fireplace. Pricing was good and they had all of the options we wanted. Delivery was fast. Customer service was excellent. After receiving the fireplace, we decided not to use the expanded trim kit. I called customer service and they issued an RMA for the trim kit. Once they received the trim kit back, the cost of the trim kit was refunded to my credit card. We love the new fireplace and are thrilled with the experience we had buying from fireplacesusa.com. I would absolutely buy from them again.

Excellent Customer Service and Product When I originally contacted the company, I was told by customer service (800 number) that the product I was interested in was back-ordered until February 1, 2024. I called the company directly and spoke with Kevin. Somehow, he was able to expedite the order and it arrived at my home before Christmas! The gas logs work perfectly and look beautiful. Awesome service!

I absolutely love this fireplace! I absolutely love this fireplace! I really appreciate the way it was shipped to me. It arrived strapped to a pallet, so there was no way it could be damaged during shipping It definitely gave my wall the look it needed. I am so impressed with all of the options for colors of flames and crystals in the bottom. It looks very sleek on and off. I would definitely recommend this fireplace.

Unresponsive to item received late and damaged I placed an order and was told it was in back order. I received it a few weeks ahead of the anticipated delivery date but the item was badly damaged and useless. Customer service was at first responsive but stated no record of delivering and said they would get back to me. The scheduled delivery date approached and I get a message that item was already delivered. Of course it was the damaged item. I’ve repeatedly tried calling, messaging via website and emailing with no response.