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NorthlineExpress Reviews Summary
The company enjoys a solid reputation for product quality and reliability, with customers frequently praising the excellent selection and value of items offered. Many reviews highlight the professionalism in packaging and prompt delivery, contributing to overall satisfaction. However, some customers express concerns regarding service delays, particularly with backorders and order processing times, which can lead to frustration. While customer service is often noted as responsive and helpful, there are occasional issues related to returns and order accuracy. Overall, the sentiment reflects a balance of appreciation for quality products alongside a need for improved efficiency in order fulfillment.
This summary is generated by AI, based on text from customer reviews
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I purchased a lifetime fireplace grate for my Fireplace Xtrordinair fireplace (not an insert). The website showed a lifetime warranty, but not for wood stoves, inserts, or outdoors. The manufacturer enclosed a notice that stated the warranty was not valid with wood stoves, inserts, outdoors, or high efficiency fireplaces (like mine). I contacted NorthlineExpress customer service to return the item, and the agent (who never gave me a name) said that I would be responsible for return shipping. The agent was indifferent that their website was less restrictive than the manufacturer, and insisted that my fireplace was an insert, and that return shipping was on me. Next time, I'll buy a similar product from Amazon, where they understand customer service principles.
The website was simple enough to use but it's been over two weeks now and I still haven't received my order. When I called in I was told there was a delay with the supplier. Emails looking for updates are not responded to in a timely manner. The calls are answered right away and there was follow up.
Will acknowledge good product, good shipping service, however extremely overpriced. Just couldn't find alternative suppliers.
We are pleased with the shovels we ordered. Exactly what we were looking for and reasonably priced.
The customer service was good and the shipping was fast. The only reason for 4 stars is because we got an email that looked like spam saying our order would be canceled if we didn't call. There was no indication that it was from Northline Express and we almost deleted it, which would have canceled a time sensitive order.
Initial order was damaged in shipment. Northline immediately ordered a replacement, which I just received in good shape.
Easy website to navigate! Great prices! Everything I needed for my new wood stove!
Ordering and shipping where excellent. I have tken to box to the jobsite, but I have not opened and inspected the Now I hope the shipping and return policey are just as good.
I find what I am looking for very easily and love the prompt shipping!
I never received it or heard anything about it in over a month after already paying for it
Dear Mike, We are very sorry for this experience with our company and understand your frustration. Our Shipping Department is working overtime to process your order and get it shipped out of our facility as promptly as possible and we apologize for the delay. If you've received an Order Confirmation with a tracking number, and that has not resolved your question, then please contact our Customer Service Department at [email protected] and we will respond as soon as possible. Again, we deeply apologize for this inconvenience and appreciate you bringing this to our attention.
I've waited for my 6th purchase to write a review as I wanted my opinion to cover more than just one product and purchase experience.
I purchased chimney and stove pipe along with the many accessories that go with a project like that. All the products arrive well packed and on time as you would expect. However one of the sections of pipe arrived damaged so I needed to engage with customer support. After the first couple emails to establish the damage and the solution, Northline Express immediately sent a replacement section of pipe without the delay of needing to RMA the product before getting the replacement to me. This was super nice and kept my project on schedule. I've purchased several more items after that all with good results. It's really how a company reacts when there is a problem that you can see how good they are. Northline Express proved to be a worthy partner I'll continue to use them in the future.
Mark
Experience with customer service was exceptional. I placed my order over the phone and the representative was very friendly and helpful. I placed my order on a Monday afternoon and she told me the delivery date was going to be about a week. It was actually on my porch on Wednesday afternoon, 1 1/2 days later. Very unexpected!
Great shopping experience love the quality of the product.
Unfortunately, not a good experience for a first time customer. I ordered two fire grates that showed the control valve included on the website but turns out the control valve isn't included... that's extra. Additionally, they only sent me one fire grate but charged my CC for two! As of today, I've been refunded for only one grate. I'm calling today in hopes that I'll be refunded for the second grate.
Dear Geoffrey, Thank you for bringing this error to our attention. We have a dedicated Web Development team who will receive this information to improve your experience with our website. We apologize for the inconvenience this error has caused you and appreciate your patience as we work to resolve this issue. You feedback helps us do better, we appreciate your comments!
Shipped and arrived in a timely manner. Well made, reasonably priced. Will purchase from NorthlineExpress again when needed.
The order process was easy and my goods arrived very quickly. Very happy.
The rug I bought is so thickand beautiful.I bought it to put in front of my wood stove to protect my new livingroom rug and it is doing just that.It was worth every penny I paid.They also shipped it fast,I had it in just a few days.It does not move around like I was afraid it would.It stays in place. I love the colors in the rug and it just looks really nice where it is.Ijust love it. Thank you
From the business
We offer top quality, hand selected, indoor and outdoor fireplaces, stoves, stove pipe and more to heat your life up. Great prices and Fast Shipping!
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Jeff s, We are very sorry for this experience with our company and understand your frustration. Our Shipping Department is working overtime to process your order and get it shipped out of our facility as promptly as possible and we apologize for the delay. If you've received an Order Confirmation with a tracking number, and that has not resolved your question, then please contact our Customer Service Department at [email protected] and we will respond as soon as possible. Again, we deeply apologize for this inconvenience and appreciate you bringing this to our attention.