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1/5
Horrible Experience
"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."
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