"I was on the Canadian site and the price was 399 on sale when I put it into the cart it changed back to the original price but they tried tell me the Canadian price was 649 even when it said 399 ca on it. then the person from the American site,Hope (lol), told me to call her and then after some back and forth chatting she hung up on me! she also said this happens all the time so don't you think they would have at least tried to fix this problem. Worst customer service I have ever had (not had). "

"I purchased a Deraflame Electric fireplace which was indeed a nice unit. However, the lies started from them advertising that the unit was originally $339. After searching the internet I never found it sold for more the $190. While shopping at BJ'S wholesale store I noticed the same looking unit for $129, I paid $189. They have price match/guarantee so I took the pictures and emailed all the information. Of course they are refusing to credit me back any money. The customer service is horrible and now they will not call or email me back. I want to send it back and buy at BJS which is now only $89.
Just look around and do not buy from this company."

"No problems during the order process at all. Quick process, shipped via Fedex and was delivered without a hitch within a week. Item was initially back-ordered (which I knew when I ordered it), but came in stock just as it was supposed to and by the expected date. Item works without issue, had all parts necessary and was in new condition.

Will order from them again."

"I bought a fire place on 10/09/2017. On 10/11 I received a voicemail from the carrier company. The message was that the delivery was going to be on 10/13. I called them to confirm it and they told me that the delivery might be on Friday and that they can’t promise anything. Then I called “electric fire place direct” and twice a customer service representative hung up on me. Finally a representative named Crystal tried to help me. She made a phone call to the carrier company and then returned to me and told me the delivery is going to be on Friday 10/13. On Thursday I requested a day off for Friday and called the moving company to request a mover for 4 hours for $ 15 per hour. When I got home on Thursday I received another voicemail from the carrier company and they confirmed that the delivery is going to be on Friday. On Friday at 8:15 in the morning everything was setup for the delivery and I received a phone call from the carriering company and a representative named Debbie told me that the delivery can’t be made on Friday. I called back to Electirc Fire Place Direct and a representative Crystal who gave me her direct phone number on Wednesday told me that she is sorry for the inconvenience. When I asked who is gonna cover my expenses she told me that was not her problem. I asked for the supervisor and I never got connected. Liars, don’t buy from them."

"I ordered a $1400 fireplace and when it was delivered it was damaged. I notified the company and filed the required paperwork to initiate a refund. Unforunately, I was offered $130 which I refused and I have not heard from this company since then. They have not responded to my emails or my phone calls. DO NOT PURCHASE ANYTHING FROM THIS COMPANY"

"I'm having a house built and the builder ordered the fireplace I selected and when it was removed from the box it was damaged and since it was after 48 hours the company only offered the builder $100 credit. The fireplace cost over $1700 and I don't was the credit or a damaged fireplace. My appeal to the company was refused so I have no other choice to pass the word warning consumers on the horrible customer service of Electric Fireplace Direct/Net Direct Merchants and CEO/Owner Mr. Morse"

"I have a small chimney company and I purchased an electric fireplace from Electric Fireplaces Direct and I am completely unsatisfied. The unit was being shipped to my house originally and i decided it would be easier to ship it to our offsite storage. I requested the change with the shipping company when they called to schedule delivery. I was told it would have to be Ok'd by the shipper.and that I would be contacted once they heard back from the shipper. I waited several days and heard nothing. I called the shipping company again to find out what was happening and was told that the shipper had not responded. I asked them to do contact them again because there was no other way for me to get the change done. I waited a couple more days and called again and was told again that Electric Fireplaces Direct had not responded.

I told the shipping company I now needed the shipment asap and was told the shipment would be delivered the next day. Now EFD decided to respond and placed a hold on the shipment until I paid them $46 to change the address. That would have been fine except that the original shipment was to a residential address and the charge for residential delivery is actually more money than the change of address charge. I was not notified of the hold I decided to wait for the delivery to make sure it was OK incase I had to call with any other issue. Then a day later I found out about the hold on the shipment when I again called the shipping company.

I checked with some local providers and the price is exactly the same going through them so I will never feel the need to buy an electric fireplace from these jokers again. I hope you can benefit from my ridiculous experience and look for your Electric Fireplace somewhere else that actually takes care of their business and honors their customer's wishes. To hold up a $1300 unit over $46 that shouldn't even be charged is moronic and not deserving of anyone's patronage."

"Ok I ordered the Comfort Smart Cfs-760-1 on the date provided and received it rather quickly. When I got home the box mas in my porch opened it and immediately notice that the stove was full of mold. I don't know if they keep all there product in some old run down warehouse with no type of ventilation or what. I decided to give it a try I went to press on the main switch that powers the whole unit but could not it was stuck in the off position. I actually ended up taking a hamper and wacked it and got it freed. Now the heating was not the greatest but it did work but I was just scared of the mold. So immediately contacted them to get it exchanged, submitted the form and pics. They contacted me the next day and provided a prepaid shipping label and FedEx came by a couple of days later and a day later got my replacement. Now this one heats way better than the old one but it has some real ruff edges and also has areas that are not even painted so it doesn't look the greatest it almost looks used. The thermostat doesn't really work on it. So I contacted them again and one of the options they offer is if you would take a discount depending on the extent of damage and so opted for that. Don't ask me why but I did maybe I did it to avoid all the hassle. But it is now 12/31/14 and have not heard from them. I submitted the form and pics about 4 times now and even called the return department and lady doesn't even answer the phone so left a message and nothing. Now what I really want is a full refund. I don't want to deal with them ever again and would I recommend them to any one. No not even to my worst enemy."

"Ordered the Comfort Smart CFS-760 from this company on 11/30/13. Got it by 12/3/13, a lot faster than I thought. It came from Florance, Alabama and I live in Indianapolis, IN. The first thing I noticed was that the fireplace I received was not the one I ordered, It had several differences from the one pictured on their site. The top of the fireplace had an entirely different design, the design of the logs was entirely different, and one horizontal and two vertical bars were missing from the glass. Then after further inspection I also noticed some damage. The logs are held in place by clips that are screwed in, and one of the clips was screwed in first, then the logs were just slammed down on top of the clip, so that tab that would have inserted into that clip had just broken off. But the worst part about this was how rude the lady was when I called to tell them I had received the wrong item, wish I remember remember her name to list it here, she told me someone would call or email me in a day or two. A guy named Carlos ended up eventually handling the issue and Carlos was nice in tone of voice at least but still gave me a run around. After asking me to send him pics of the fireplace and of the damage he was able to find out that "the manufacturer" had totally changed the design of this particular model. Electric Fireplaces Direct has now changed their pic to match the product, to their credit. They also offered me a partial refund or to accept a return or exchange at their expense. So in the end they made it right. But they were rude, and even the nice guy lied to me IMO. Because I did some more research. I noticed that this fireplace, that was shipped from Florance, AL, was also manufactured in Florence, AL. Electric Fireplaces Direct.com, DuraFlame, ElectriFireplaceOutlet.com, and ComfortSmart all appear to be the same company, Net Direct Merchants, LLC. So when they blamed the change on "the manufacturer," they were really saying it was their own fault but didn't want to accept the blame. So basically they're rude, have poor communication skills with others and within their own company, and poor quality control."

"Horrible seller. Poor communication!!! Charged my credit card and did not ship product. When I called 4 days later, they said the manufacturer did not even process the order. I cancelled the order and disputed the charge. "

"I had a great experience buying from electric fireplaces direct. I found a better price on another site, and they matched it. The fireplace arrived in good shape 5 days later. I did have an issue with the firebox insert (not their mistake - I just wanted a different one), and they quickly sent out the replacement and provided free shipping for the original. I would definitely buy from them again."

"Worst 3 months experience EVER!
My 82 year old mother wanted to purchase an electric fireplace. I put it on my visa card. It came very timely with a defective part so we couldn't put it together. I called the # on the directions and they ordered another piece. Ten day later no piece and they told me it was ordered but never ship and would not explain. They order it again, not sending it fed ex as requested. 10 day later we received another misdrilled piece. I requested a full refund. They wanted to send another fireplace. I told them I would never purchase a fireplace from a company with such poor customer service. They sent a return authorization and fed ex would only pick up one piece. After another week and a few phone calls, fed ex finally picked up the other piece (customer service didn't know that the fireplace came in two pieces??? Right!) We are now going into the 3rd month of this nightmare with this company. The only reason this company got a one star is because there wasn't a choice for -100 stars. The sales people were great, the customer service didn't care what they were putting my 82 year old mother through. This company would be wise to go above and beyond to fix all their or their manufacturer's errors. Go local!"

"Ordered a Dimplex Lincoln Freestanding Electric Stove - DS5629, the product was shipped by DB Shenker. The product arrived covered in plastic wrap which we later realized was hiding damage to the box. When we opened the box, and removed the packing material, we found the stove completely destroyed. The stove is made of particle board and the top and left sides of the stove had separated completely from the rest of the stove. The particle board essentially splintered in half. We contacted customer service, received a case number, but no resolution has been offered as of yet. I would not recommend this product, merchant, or shipper."

"I thought the product is good because of more than a hundred good reviews. I called their Customer service twice and they just blamed
my room insulation instead of saying sorry.
When I wrote some complaining review, I realized why it had such good reviews.
DO NOT BELIEVE THEIR GOOD REVIEWS. I wrote the product review twice and they NEVER SHOWED (or delete, or hide) MY COMPLAINING REVIEW."