"I ordered a fireplace which was available for shipping. 1 week after my cc was charged, a shipping label was created. It is now over one week since shipping label.was created, 2 weeks since cc was charged and 3 weeks since order was placed. And that's it!! Spoke to James a couple times but he keeps changing hos answers. Blaming shipping dept and fireplace company... his answers don't add up but that this company is one BIG scamming people out of money!!
BEWARE OF BUYING WITH ELECTRIC FIREPLACE DEPOT."
"Ordered in Oct, still haven't received Jan. I understand it is back ordered but website made it seem like it was in stock. Called to try and find a product in stock to order instead, sales was supposed to send me some alternatives but never did. Eventually called to cancel after finding the same fireplace in stock (for considerably less money) direct from manufacturer, and it's already been two days with no refund. Shady."
"Emailed in about a price match where they state on their website they will match 110%. Sent in all details including a screenshot with the same model on another site with nearly a $200 price difference. Was told they would match via email, then called in and placed order. They called back and said 'marketing' couldn't honor the price and instead offered a 15% discount which was still $100 more than the competing price."
"Bought a fireplace that was supposedly available to be shipped out in 1-3 days. This was the only site I could find with this particular fireplace listed as in stock. Called to verify that the fireplace was actually available and was told that purchase order had come through and the fireplace would be shipped out by the manufacturer the next day. Still concerned, I did some research and discovered that the manufacturer listed this fireplace as out of stock on its website and restock date at least a month away. I have no idea what information the phone rep I spoke to was looking at but I have to assume she was giving rote info and had no idea what was actually going on with the order. I emailed and asked for the order to be canceled and my money refunded. The seller gets an extra star for doing so promptly. "
"It is so sad that a customer has to pay for "return shipping cost" when no charge was made to ship to the customer because it was added to the cost of the product. This was made clear to me by Kim in customer service. I will never refer to or use this website again. I do not recommend it, it took from March 17, 2021, to July 2, 2021, to receive my electric fireplace. The color was darker than described. Also, the wood is cheap. I am a 100% online shopper and very, very rarely do I return items. This is the worst customer service that I have experienced with online orders in over 25 years. I got burned on this and I would not recommend you get the same. To resend a fireplace that came in two separated boxes is expensive to return. I will post my receipt. "
"Our new fireplace arrive today broken. Boards were split in pieces. Boards were not flesh when we started putting it together making it impossible to put together. Had to email resolutions pictures and she told us when they have time they will get back to us. It’s not a cheap item. It’s ridiculous how unprofessional the customer service was. The lady Erin acts like we were a inconvenience to her. I won’t be doing business with this company ever again. I’m reporting them to the BBB"
"I ordered an electric stove heater from Amazon and the company that sells it is Electric Fireplaces Direct. They have a storefront on Amazon.
The total amount for this little heater was over $200 which is a lot for me because I am retired and live on a fixed income. However, I needed a heater.
The heater arrived and straight away I saw a big hole in the center of the box on the front side. I opened the box and sure enough, the heater was damaged. The glass on the front was scratched. When I removed the heater from the box completely I discovered more damage. The top right corner was very damaged and bent. The underside was damaged as well.
Of course I contacted the company and sent photos of the damage. I stated to them that I didn't want a refund. I wanted a replacement heater. Well, they handled this request and shipped out a brand new heater and it arrived safely. No damage.
This morning I received an email from this very same company with a list of things they expect me to do. Nine of them.
Whoever sent this to me seems to believe that I want a refund. I already have the replacement heater so what the ??????
In their list of demands they want me to buy insurance from a shipping company and pay to have the damaged heater sent back to the company. No. Not going to happen. If they want their damaged heater back they will have to pay for return shipping and I told them so.
They want me to pack the damaged heater in the original box it arrived in but THAT isn't going to happen either. The box was absolutely destroyed. Instead, I put the damaged heater into the box that the replacement heater arrived in. Simple solution.
This company also wants me to print out all sorts of stuff for them. Paperwork for the heater, shipping label and an invoice plus use clear tape to seal the box. I don't own a printer nor clear tape and I told them that as well. They need to have a shipping company of their choice bring a label to return the damaged item with. They also told me to drive to a FedEx or UPS drop-off location and drop off the damaged heater. Not going to happen.
This morning's email arrived AFTER someone else from this company contacted me last week. This particular employee is the one who said they would send out a replacement heater and they did. This person also told me to just sit the damaged heater (in a box) on my front porch and it will be picked up.
It absolutely drives me to madness when companies don't communicate with each other. Don't they put the customer's information into their system so anyone working in the ordering department can read it?????
This isn't the first time I have an encounter like this with a company who sells on Amazon. It happens more than you realize.
I am happy with the electric heater stove. It's nice and keeps my office warm. It has fake logs and a realistic flame but I usually keep that turned off.
I am happy with the person who I dealt with originally and handled the exchange professionally. I am just baffled however that I received such a ridiculous email this morning with all the demands. There was no person's name on it either. Good thing.
"
"Box came torn, crushed and obviously from warehouse that way. Unit was broken and they offered me $17. Bad business. Good friendly sales staff and great price, but after that....rolling the dice."
"I left several unanswered emails, phone calls even a request for Expert Chats. After reviewing specs and what I believe were only selected positive reviews on electricfireplacesdirect.com's site I decided to go ahead and purchase what the site quoted as "a simple plug in and enjoy fireplace." Delivery was left in the rain in a busted box. No phone call as the site suggested regarding delivery schedule. The 3-prong outlet was NOT included as the site suggested. I called customer service which gave me the runaround then misinformation that the unit I purchased did not include the 3-prong and for $54 they would send me one...supposedly easy to set up without the need to hire an electrician. I never received confirmation for the 3prong. I called they said they would look into it and get back to me. Instead of a phone call I received an email that the 3prong the rep said she would send was not compatible with the unit I purchased and offered no other solution. When I called them back on Friday at 6pm EST, low and behold the office was closed until Mon normal business hours. This infuriated me because now I have a useless unit and unable to return it in it's original packaging and I would have to pay for shipping. Now I will have the added and unnecessary expense of hiring an electrician not even knowing whether the unit works because as I stated the packaging was severely damaged. Had they returned my phone call, chat, or email all of this could have been avoided. What I found amazing was how convenient I wasn't able to leave a review on their website."
"I NEVER write reviews but I feel the need to tell people to NEVER buy from this company. I have never had such horrible & rude customer service. Even though my order is on back order, they took over $800 out of my bank account and now tell me it will be days before I get the money back *IF they can cancel my order- which they will also not be able to confirm for a few days. The women on the phone were over talking me and rude as can be. I’m honestly SHOCKED! I feel like this company is possibly a scam."
"Kipling Electric Fireplace Mantel Package in Burnished Oak - 6030E-BO. This is an attractive fireplace. The faux wood and slate are high quality. The glowing logs/embers are bright and realistic. The flames are okay. I almost gave this unit 4 stars because the actual firebox is not very big. The whole unit is a great size, but I bought it for the fire, and that part isn't big enough for me. But there is nothing wrong with the unit if you don't mind the smaller fire. Took about 2.5 hours to assemble. Highest marks to Hope who answered every question promptly and gave me excellent service. Product arrived undamaged in 6 days!"
"My fireplace arrived quickly less than 2 weeks after purchase. It was way better quality than I imagined. The directions were straightforward with a lot of pictures very helpful.
Looks great in my large bedroom, warms up the room nicely and the 3D effect on the flame is gorgeous."
"I would give them more than 5 stars if it was available. I have purchased a fireplace mantel and insert. I love it and the customer service was excellent "
"In the midst of ordering our appliances for a remodel I accidently purchased the wrong type of Dimplex fireplace. It sat in a box for a few weeks while waiting for installation. Our contractor then discovered the error. He called to get things switched and was treated rudely on the phone. I called a short time later and was told they could probably exchange it even though it was outside of the 30 day window. Today I received the verdict from the restitution department that they would not exchange it for the right model. I understand the policy but where is the allowance for someone who makes an honest mistake and can return the product in the original box, basically unopened. Never buying from them again."
"They sell toxic products from China and their return process is absurd. "