eFireplaceStoreReviews 408

We received our order but didn't have time to unpack everything to verify it was all intact. There was no visible damage to the packaging. When we finally got everything unpacked, we found some minor dents on some of the chimney sections, a chimney section so bent it was unusable but the packaging was not damaged and a dent in the bottom rear of the fireplace. We now have to fix the minor dents, but we contacted the retailer and they were not willing to replace the bent chimney section at their expense. In fact they were very recalcitrant about doing anything other than us buying a new section. I would not deal with these people ever again. They do not make things right. The fact that I received several damaged parts is very concerning.

eFireplaceStore.com sold me a $3000 gas fireplace insert in 7/2020 that was operated for the first time and identified as defective in December 2021 and they have done nothing helpful to service the unit or refund my money. eFireplaceStore.com required me to hire at my own expense ($300) a certified NFI technician to verify the failure of the unit due to an internal problem. EFireplaceStore is now advising me that they want me to wait until 4/1/2021 for the manufacturer (RH Peterson) to find and send me a replacement gas valve (an off the shelf part) despite the fact that they have in writing advised that that part may not be the actual cause of the system failure. Are you willing to risk the entire value of your order in the event that the product that eFireplaceStore.com sells you is defective? Are you willing to waste months communicating with eFireplaceStore.com support as you sit in your cold house and look at the defective fireplace while they do nothing to replace, repair, or refund the cost of the product?

We ordered a fireplace unit And then canceled 17 hours later and was told we would receive a confirmation of the cancellation. A few hours later they sent an acknowledgment of shipment through FedEx. We called immediately and was told the cancellation apparently wasn't seen by the shipping department so it was shipped. I called FedEx and told them we would refuse the item and we never saw a FedEx truck come to our home to make the delivery. Now they are saying we signed for the delivery - not true. Efireplacestore told us the item was returned damaged and that we were responsible for the restocking charges which was $616.46-WOW. Lookout or you too could lose hundreds.

The process to buy was clean and simple. The service rep made sure I had the right size logs for my fireplace. I've never purchased gas logs before so I asked the service rep to help sure I had everything I needed.

When a technician assembled the unit, he commented there were no lava rocks. I assumed I had purchased everything I needed and had I been asked about lava rocks at purchase time, I would have gladly purchased them. I had to go buy some locally.

Aside from that, good experience.

I put in a concise review and the SITEJABBER rejected it because it was less than 50 characters. The experience with e-fireplace was great, but the idea that a communication cannot be meaningful unless it exceeds 49 characters is insulting and offensive. I don't expect this to be published, but I hope that the person screening these comments doesn't just ignore my frustration and change comes from the investment of my time to communicate honestly with you.

Had a very positive experience with eFireplace.com and my salesman, Will Murray. Not only did Will take the time to answer all my questions, he took the information that I gave him regarding my existing/out dated fire place insert, and helped me pick a new log set and burner that fit my requirements. Price, selection, service, shipping and personal commitment to my needs were met beyond my expectations. I HIGHLY recommend eFireplace.com for all your fireplace needs. A+++

I ordered a blower from them and realized once it arrived that the way the gas line was placed I would have to hire someone to move gas line and the glass plate and logs in order to put this blower in and get it to fit. It wasn't worth it IMO. Trying to return and their return policy is outrageous. They are trying to charge me for original shipping that I got for free, restocking fee of %15 and I have to pay to ship it back. So the total will be over $80 for something I didn't need. They won't budge.

I ordered gas logs from the website using their resources to properly size the log set. When they arrived I hired a local licensed installer. He installed the set and determined that they were defective because the pilot/valve did not work. We called efireplace at. That moment and instead of shipping out replacement parts like amazon or other online retailers who operate on a customer service priority platform we entered into a long process of back and forth where I had to video the logs malfunctioning, which I did, and then apply for a warranty claim which has been over 22 days involving me finally returning the logs out of frustration and still no credit. They have implied that since the logs were installed I may not get full credit although no one can explain how you determine they are not working properly without installation. It's been a nightmare. Thus far I have incurred the cost of the logs ($700) and the cost of the installer ($250) and have no logs. Lastly, nowhere on the site does it mention that the pilot/valve assembly for these particular logs is huge and shiny and that it prevents the logs from being centered in the fireplace if you have a typical side entry gas line and safety valve. The installer said I need a smaller set in order to center them and that this type of pilot assembly cannot be camouflaged. When this is resolved, I'll update appropriately.

I recently purchased 2 vermiculite boards for my Drolet wood burner. Efireplace not only had the best price, but also has the best customer/claim service. The first set of boards I received were severely broken. I filed a claim (which is extremely easy to do) and a second set was sent which was also severely damaged. These boards are very fragile and were more than likely damaged in transit. I filed another claim. The third set of boards was packed inside of another box and was not damaged at all. Thank you to Efireplace for working with me to get these boards.

I had almost bought from one of their competitors until they dragged their feet when I was trying to order. Because they were slow I read the BBB reviews and was glad I didn't use them. I contacted eFireplaceStore because their BBB reviews were really positive. I confirmed what I wanted met my needs and went through a seamless online ordering process in about 15 minutes. I was kept informed of the orders process, received tracking info and received the skid of two boxes by FedEx intact with no visible outside damage. The prep work done to secure the boxes to the skid was excellent. And there was no damage internally either because of the way the burner and the logs were packed. Their competitor did finally get back to me with a discount but I had already placed an order with eFireplaceStore. I used their 110% price guarantee and to my astonishment they gave me a credit amount bigger than the late discount from their competitor and that was AFTER I had placed the order. They have my future business because they earned it!