"I am building and the guys went over and beyond to make sure i had the right supplies that matched the fireplace I had."
"Located the item needed, was checked out within minutes and received in a couple of days. I appreciated knowing that the item was in stock, a lot of sites wait until you are checked out to tell you if the item is available or not."
"We appreciate the simplicity of the tools that we ordered. "
"The website was easy to navigate and our order came quick and in good condition."
"The whole process was flawless from getting a confirmation that the doors would fit our Desa fireplace, receiving a quote, being notified of order status and receiving the doors in a timely fashion in British Columbia, Canada. They fit perfect!"
"After 26 years of a small grate propped on bricks to provide air circulation in our rather large wood burning fireplace, we shopped locally and couldn’t find a heavy duty decent sized grate on tall legs. Found it here, delivered in 3 days and have already tested! It is heavy, and we look forward to many years of roasting marshmallows and enjoying the ambiance."
"Everything came in a timely fashion.
Reasonable prices compared to other companies."
"We received our set as stated on their website. Love the way they look and burn. We did have trouble getting them to light. The directions didn't tell us about the I S (idiot) switch on the side of the bottom control. After we turned it on the fireplace lite right away, and has been great sense. "
"The product can within the time frame advertised and was of fantastic quality. Thank you!"
"Confirmed they had the fireplace I couldn't find elsewhere and had it to me in a week. "
"I had the fireplace logs within a few days."
"I needed a new Pilot Kit and flame distribution pan, Natural Gas. The web sire was unclear, so I called in to review and clarify my needs. I described that I had bought a SPK-26 Kit for a different firplace in my home. In the picture on your web sire, it show's the Piot Kit attached to a distribution pan. I explained that I had bought under that part number in the past, and I got the Pilot Kit and the Pan. I confirmed with my sales person, that is what I would be getting. Confirmed it was in stock and asked to have it shipped UPS Blue and that I was willing to pay for the upgraded cost. Is was told you folks cant ship UPS Blue, but just UPS, which makes no sense. I ordered anyway. Within a day or two, I as happy to see it shipped, but it went FED EX 2 day, yeah. Well then Fed Ex became a delivery issue here in Seattle area, not eFireplace issue. When I finally got the box, it had a pan and a bag of sand, nothing else. I called in 3 times over the next week and had to leave VM's. I left all my contact information, order number, and the issue..no call back. I finally tracked down Jason, we discussed the issue and it appears your web sire was "confusing" and that he would discuss with Supervisor to correct the situation. I was told I would get an email. I got nothing back. During breaks between meetings I tried multiple times to get Jason on the phone again and kept going to VM, and when I pressed * for operator, got VM. I finally pressed 1 like I was ordering something new, and got a live person, then got to Jason. He advised he had review with my sales person, I think Brandon?, and that he said he would take care of the issue....NOTHING. After walking through the issue, I was told there was an error on your end, and the I would need to pay another ~$160 for the valve. I said no and was offered that you would take the pan and sand back. By the way I understand it should have had embers and I did not. I then got an email last Friday saying a return would be processed within 2-3 days. Its now 4 days, I got nothing. I will give it one more and claim against my credit card for failure to correct a dispute that you have agreed was your error.
Having Sales and service throughout my carrier, I always hoped if my clients had an issue I would here about it so I can review and address it. Someone needs to know this has been extremely poorly handled purchase and follow up."
"Shopped online,found what I wanted. Their website leads you to the size you need. Placed the order and they arrived in no time. Installed them myself and they work great."
"Just as depicted in the advertisement - exactly the look we wanted. Please note that the product details recommend a non-skid rug pad, which we also ordered based on the recommendation. It is absolutely necessary to prevent the hearth rug from slipping and sliding on the hardwood floor."
"Outstanding experience customer service was excellent product arrived within two days."