"Excellent customer service "
"We are not tech savey - we are old people. so we called the call center and asked for a salesperson. He should have been informed that a ventless stove would not function at our altitude. He wouldn't have known to ask that because a good salesperson is one who informs and teaches you. EVERY other salesperson we talked to after this "useless stove " was delivered to us not only informed us but taught us why this stove would not work at high altitude(we live at 7,000 feet in Colorado. So we went through the very difficult process of returning the stove. First of all they charged us the original shipping fee that was to be no charge. then a $451 restocking fee and there was another $499.88 Fed ex fee to ship it back. Of course efireplace.com says that all this information including the fact that we should check with the permitting department in our county was found in the disclaimer pages on line - not on the first page but you had to click through for more information. If we were computer savey enough to do that we would never have called for help!! This company is only interested in a sale and not helpful with the important details to make the stove compatible with your needs. We tried to deal with them on all of this with a salesperson named Tyler but again he was happy to send estimates but did not give us needed information on the product. Because of the covid 19 we are forced to deal online and had much higher expectations! As of now the company now tells us that the return was damaged and there will be no refund!! I bet they will still charge us restocking fee on "damaged" goods.I will take this up with FedEx also . I did take pictures and will seek legal advice if needed. I will keep you posted."
"On line purchase was excellent, every thing was as advertised fast delivery."
"The cap fits perfect and looks gr8!!"
"Fireback piece arrived damaged and we were told that the scrapes and scuffs on our piece were “normal and to be expected....and would disappear once we had a fire in our fireplace.”
We had wanted a first quality purchase!"
"This was my 1st time ordering from you. Super happy with delivery and the quality of the product. Thanks again "
"Easy ordering, shipment notification excellent. Product arrived well packaged, not damaged and as advertised. "
"Well, I just received my fireplace insert after waiting for about a week and I’m afraid it’s broken. I don’t even need to take it out of the box as I opened the it is in pieces.
Things can happen so I am requesting they replace it quickly, let’s give them another shot and see what happens."
"Ordering and navigating the site was very easy. The item descriptions are very accurate and definitely helpful when ordering. The order was delivered quickly and on time "
"I ordered the Forest Trail fireplace hearth rug. It was delivered so fast in 4 days. It is a beautiful, sturdy addition to our fireplace. "
"Easy to order. Arrived very quickly. Fit perfectly. Looks great. Does the job"
"I called the company about the Pilgrim 5 Piece Lodge Matte Black Fireplace Tool Set because I needed to make sure of a couple particular details since this is a gift for my boss. I spoke with a very nice gentleman, Will, who was very knowledgeable and answered all of my questions. I received the tool set this week and it was exactly as we discussed. And, the company had the best pricing for this item.
Thank you,
Diane"
"Fast shipping! Product as advertised."
"Item arrive before it was expected and was as described. This was the only store I could find reasonably priced glass fire place doors for my Superior wood burning flush mount. I only wish it came with spring hinges because my fire place did not have them pre installed."
"Great Service and quick to deliver!"