eFireplaceStoreReviews 408

I ordered fireplace tools and received a fireplace hearth rug. The numbers of the items were similar but there was a huge weight difference (shouldnt have happened). They had me file a claim with photos and I received the tool set a few days later. I had to return the rug via UPS which was a hassle as I live in a rural area not near UPS. The tool set also had an imperfection on it but I kept it rather than deal with another return or exchange. Price was the best by far. Too bad order experience was flawed.

EFireplace researched to find the part we needed to replace a 1980s cap that disappeared in Hurricane Irma. Then they matched competitor's price and very very quickly delivered the part to Florida after our order from Wisconsin. The delivery tracking was excellent and notification of completed delivery to an address 1500 miles from our home was especially appreciated. A great experience with many helpful staff. Would recommend wholeheartedly.

In the beginning when you place the order everyone is more than happy to help you. They use terminology to make their products sound like it can fit any fireplace. Then when you get it and it's not what you wanted or ordered and doesn't fit they charge you a large restocking fee, make you pay for the original shipping, and then make you pay for the return shipping. In the end I lost more than 50% of what I paid. I will never use this company again, and would warn anybody to be an expert in fireplaces before buying here. - Edward

Purchassed a FSD-ECUH4L- AB Elite Adjustable 4" Fireplace Hood with Lintel Mount. Item arrived, opened box and could already see issues with construction (individual pieces not cut exactly square) for providing good fitting joints when sized and attached in fireplace opening. Contacted seller and explained to them my concerns, really didn't care'! Stated I wanted to return then for previously stated reason. I was told procedures for returns were on web site, so went to web site to learn I needed to call number I just called and talked to a representative to request a return authorization number? WTF the first individual couldn't have done that!? Steadily went downhill from here on, 3 days letter got email with RMA # and told I would incur a 15% restocking fee for returning a overpriced piece of garbage, as well as the shipping cost to ship it to me (shipping not really a big deal). WTF you are selling inferior products online that noone can inspect except some preselected stock file photo of a like item, so on faith you purchase based on their description and hype, look at reviews to see what others have to say and then when you call them on their product they don't care and want to charge you extra fees! Wouldn't have needed to return item if it had been as described/presented etc. I believe I would be save in saying everyone they have sold has been poorly constructed but people either don't know they were sold crap or the don't care?

A couple of months ago I purchased a fireplace screen from them. I never received it and eventually when it dawned on me that I had not received it, I contacted them. They immediately returned my email with tracking information. When I tracked the package, they were indeed correct, and it said that the package had been left at the front door. I contacted them again to say that indeed, I see that it indicates the package was delivered, however I assume it was taken from my doorstep. I contacted them back and they immediately shipped me a new one that arrived in todays. I was so impressed with their trust of the customer, in this case me. I live in Beverly Hills and flip homes for a living. Moving forward, I will continue to give them business for all the homes I work on moving forward. I was so extremely impressed. It is not often you find a company with such an amazing customer service.

I e-mailed the fireplace store and explained to them what I needed. They got back with me and told me where to fine the information that I needed. And with a few days my parts arrive just like factory original parts. It was quick fast and easy. Thanks for your help!

What a wonderful experience! We are in the process of doing an addition to our family room. The fireplace needed to be removed and moved back 12 foot. Our flu pipes needed to be replaced and we had an awful time locating. We went to several different Chimney dealers in our area and no one could help. My husband did a Google search and low and behold eFireplace popped up. My addition project was at a standstill until we found you. Ordered parts, received quickly and they were installed perfectly this weekend! Thank you for jump starting my project and being able to settle an issue that nobody else could!

I called on Thursday with questions, they took my number and a tech called me back shortly when he was free from another customer. All my questions were answered and I placed my order. That afternoon I received email conformation for the transaction and another email that it had shipped. The next day at lunch time FEDEX freight calls me to set up a pick-up time for Monday. Fireplace and pipe arrived Monday undamaged. I was completely impressed with how quickly I received my order. This fireplace is being installed in a new house we are building and I will order from efireplace again when I need a fireplace.