The product is pretty and functions… The product is pretty and functions however fireplace insert was bent. On day of opening I called customer service to report, still no response to call. However, I emailed, immediately next day and provided pictures too., with box pictures showing no damage to box. There support team is still working on request ( 12/11 emails started). Product is lovely.

Went the extra mile I needed an anti-draft shield cap for my fireplace chimney. Fireplaces USA was one of the few places I could actually find it in stock and for a reasonable price. After placing my order for an item listed as in stock I was contacted by Fireplaces USA letting me know it was not actually in stock which was frustrating to say the least. They went above and beyond though, they followed up with me letting me know they double checked the warehouse and found one more. I was very happy and impressed they did this for me!

I would have been grateful if the sales… I would have been grateful if the sales person had experience installing their products. Chimney pipe sections arrived with many dents. I was able to straighten out to an acceptable level in less than half an hour just expected better. I didn’t want to waste the company’s money by having them shipped back when I could make them work.

Dimplex - 23" Multi-Fire XHDTM Electric Fast delivery. Beautiful flame, but have problem’s with the fireplace, the temperature from Celsius to Fahrenheit the Fahrenheit does not work. And the force fan seems not as strong as it should be. There is noise from where flame turns. I turned this in and hopefully will be addressed in a timely manner.

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.