eFireplaceStoreReviews 408

I purchased a fireplace unit, mantle and other accessories on October 16th with an understanding that they were in stock. Shortly after my purchase I was notified that the unit was not in stock and would ship on Nov. 16th. On Nov. 19 I asked about the unit again and was told it would not ship until Dec. 15th. And asked if would I like a different unit. But, I have already paid for and received the blower unit and lighting. After some communication with the customer service department they resolved the issue fairly and promptly.

I'm a builder and have ordered from them 3 times. 2 of the fireplaces ordered, the reps at efireplace sent the wrong venting. One of those fireplaces that venting wasn't known until after it wasn't installed. A third fireplace, we needed warranty work on one of their higher end fireplaces. The warranty side of their department is terrible. You struggle to get any part, if anything is wrong they won't send the part, even though it could be their fault to begin with. We have one fireplace where the serial number isn't in the fireplace- we couldn't get the replacement parts through warranty because the fireplace they sent, didn't come with the common metal serial number attached to the fireplace. All in all, the prices are typically the best, but if you have anything wrong or depend on them to get information correct, then it's best to shop elsewhere. After shopping elsewhere, they ate barely cheaper for the same fireplace than an in town store, which warranties, easy to access, etc. due to numerous issues with the company over the past 1 year, I atringly Advise shooing with a company that backs their products up, especially the higher end products. Unfortunately a lot of fireplaces you can't order parts from the manufacturer, you're forced to go through the dealer, a dealer that doesn't help.
The fireplace shown had a defective lighting module. At first we thought the light hikes were bad, but it turned out the module never worked. We were unable to get that part from efireplace, they DID NOT hold to their warranty

We ordered a gas stove, and at first the information and speed of shipping was great. Then when installed the remote didn't work, so the units fan and temperature can't be turned on or controlled. After calling 4 times over a weeks time, each time being told we'd get a call back that never came, we received a short email saying a replacement would be sent in three weeks. We live somewhere where it's cold, we need the heater. Waiting what would be a month after installing the unit to receive a remote to make it work is not helpful or acceptable. The company told us return it or accept this. The unit has already been installed. We are appalled at the lack of follow up and inability to offer a reasonable solution after purchasing a high end expensive unit. Don't be fooled by the ship speed and ease of ordering, the customer service if you need it is not there. They do not stand by their products.

Was easy to order a fireplace door online, customer service rep told me what part( model I should get), I received package 3 days later and it was wrong size so I called for exchange... no such thing if you return you pay a shipping cost plus restocking and if product is damaged they will not refund you at all... so sure thing i get an email with an image off a pile of glass and blurb about i hope you had insurance on the shipping since we will not reimburse you. So here I'm 160 for the door 50 for the shipping and no fire place door...
Don't use them... just dont