Fireplaces USAReviews of fireplacesusa.com

The fireplace was delivered with broken glass. 6 weeks later the replacement glass was also damaged. The company is not responsive to scheduling returns. I have called and emailed half a dozen times. They do not have a technical support person who will return calls or emails. Buyer beware!!! Terrible service. Despite the comments below, they say that I cannot return the broken fireplace they sent me. Absolutely criminal to not refund me for delivering broken parts and dragging me through 2.5 months of limited responses.

I purchased a $5000 gas fireplace for propane. Came without a conversion kit. Lava rock media does not have a tray, on instructions it shows going on the tray and media jig. 2 weeks of trying to contact company without any coherent response. Avoid at all costs.

I placed an order, #FE 2400, for an electric fireplace, Amantii ZECL-31-3228 STL & Square Surround from Fireplaces USA on October 24, 2023. After almost 2 months I received my order via FedEx on December 9, 2023. The next day, upon removing the electric fireplace from the box, I plugged the fireplace into a wall receptacle & turned the unit on. I immediately heard a loud pop sound from the rear of the fireplace. I immediately unplugged the unit. I checked my home circuit breaker for this outlet and found it was not tripped off. I waited 10 minutes or more to plug the unit in and attempted energize it. The unit will not turn on at all. The unit continues to be non-working after further attempts using other outlets in my home. Reading the trouble shooting section of the unit’s instruction booklet, it says possible causes of not turning on is the appliance fuse has blown or the circuit board is burnt out. At risk of fire in my home and the unreliability of this new unit, I contacted Fireplaces USA on December 11, 2023 with a description of this failure and requested under warranty to return this unit and square surround for a full refund. In addition to the non-working Amantii unit the dimensions of the square surround are different than those listed on the website. That same day, I received an email reply from Kevin of Fireplaces USA as follows: "Sorry for the inconvenience caused. We will check with our warehouse and let you know about the Updates." Two days later I received a call from Brandon P. from Amantii telling me he received notice from Fireplaces USA of an issue with my Amantii electric fireplace and requested a description of what happened. I described what happened & told him I am requesting a return & full refund under warranty for the surround & defective Amantii fireplace I received. Since December 13, 2023 I have heard nothing further from either Fireplaces USA or Amantii. I have attempted to contact both through email & have received no reply. I have attempted to contact Fireplaces USA customer service by telephone but was told by recording, "no-one was available to take the call & leave information for call back". I my opinion Fireplaces USA customer service is terrible & almost non-existent.

I received an email offering a $50 credit to write a review but after doing so they didn't honor their offer or respond to any of my emails. I’m editing this after seeing your response. My order # is FE2452. You have all my info to reach out to me and make this right.

NO CUSTOMER SERVICE

Maybe not a scam, but they have _very_ shady tactics, including: hanging up on you when you try to cancel an order, not calling you back when they say they will, ignoring your call if you try to call back, and lying about shipping timelines. I tried to cancel my order 1 week after ordering because it hadn't shipped yet and I needed it by the end of the year. I was told on the phone to wait one more week and it would for sure be sent. Here we are, 3 weeks later and many phone calls back and forth and I still haven't been refunded the full amount due to "the policies of our system". Bottom line, they'll do whatever it takes to make a profit. Additionally, if you are looking for a fireplace, just find companies like Arizona Fireplaces instead; this company just orders from companies like them and takes a profit on it. I ended up ordering from Woodland Direct and the order was shipped the next day.

I ordered a remote control switch that I do not need. I have made multiple requests to return this item and receive a refund. I have been promised a return shipping label multiple times and have not yet received it. This has been going on for weeks now. I have filed a complaint with the Better Business Bureau. I will look to file a complaint with the state consumer protection agency next.

Faulty damaged products poor response to customers