eFireplaceStoreReviews 408

Ordered some fyre logs to ship to Canada. Good price and in stock. Responded quickly to both my questions and in providing a quote. Disappointed that Shipping was 1/2 the price of the item at $140 because no free shipping to Canada. Had to call them back after my order as my package hadn't been picked up by UPS according to the tracking #. They quickly fixed the problem when I asked. A few days later I get an second invoice for $100 brokerage fee from UPS. I would have still ordered but I would of appreciated being told the full price of shipping was $240 or that additional charges would apply.

Outstanding
Nevins was terrific. He guided me through the complete transaction. The company replaced a faulty component immediately when I notified them of the problem

Shipment of product and advice on what to buy was good. But when I received the product and called about the placement of the gas line as gas source was on left side and gas line on right side. I was told that most are made with gas connection on right side and I need to route a longer flexible gas line to the right side. I hired a plumber and the plumber took one look and reversed the gas connection so it can be hooked up to the left side. How could their tech guy not know this very basic fact.

I received gas logs and no remote. I paid a plumber to set them up when I was out of town, and I found out I did not receive a remote, after they were installed. After weeks of sending pictures of the boxes, the logs etc, several times, I was told the logs I received were the wrong logs and not compatible for a remote. They even tried to blame my plumber, for installing the wrong logs, when he did not know what I had ordered or that a remote was supposed to be included. Over a month later, And me repeatedly calling them, And them repeatedly not calling me back as promised, I finally agreed on keeping the logs with a small credit. However, the credit was for the logs only. I'm anxious to see if the refund is on my credit card statement. Very disappointed after spending almost 1500. 00

Was looking for a fireplace. Spoke to both Will & Nevins and both of them are EXTREMELY knowledgeable and well versed in everything I was asking about. There was not a single question that they did not know the answer to and have a personal opinion on. I had a long list of questions and spent over an hour picking both of their brains before I made my decision about which item was right for me and I know that with their knowledge I picked the best one I could have selected. Their prices were also fantastic and the people who I spoke with in customer service were also smart, efficient and fantastic. In a day and age when so much is farmed out to other countries and people are just reading facts from a screen its incredibly refreshing to find a company where you can tell everyone is passionate about what they do. Cant say enough good here; definitely the place to go. OH! And it was supposed to come a week later and it came like 2 days later; so shipping was fast too.

I ordered a $1400. 00 fireplace log set made by Real Fire G46-30-11p. The delivery went fine but that was it. I have installed many log sets. This set in particular was tough from the beginning. I can't blame the fireplace store for this. It was what followed that I am giving them the rating. It took five phone calls to the technical department. Four times I was disconnected after waiting on the live for a total of almost 2 hours. When I finally got through Brennan could not help but promised he would contact the factory and get back to me. He never did. On the sixth call to the seller I was told there was no Brennan.

Skip this company at all costs