eFireplaceStore.com
Reviews and Complaints

I ordered a natural gas fireplace they sent me a propane one. So now I have a fireplace I can't use. They were going to send me a freight tag to send it back but of course two weeks later no tag and now there not responding to my calls. So now I am out the money and have a fireplace I can't use. Not sure what to do at this point. I am out the money and can't use the fireplace.

They simply didn't ship the component to me along with everything else that I purchased and then once I realized that it wasn't an installed component, blower go inside of the stove so why would they ship is separately, I reached out to them immediately.

"You are outside the 3 day window to report missing items" is what they said. It doesn't matter that this item is something that I paid for and it didn't get what I paid for. It didn't matter that this is their fault not mine.

In March, I placed an order for fireplace tools. I used my phone and auto fill put in the incorrect info including an incorrect shipping address. Upon confirmation of my order I noticed this and called the company. They were gone for the night, so I emailed them through their website. When I awoke, I called them right away and they informed me the order already shipped and there was nothing they could do. REALLY?! A full month later, I got a refund, but they charged me a $120 restocking fee. yes $120.

I purchased an empire 42 inch gas fireplace it was delivered on a pallet wrapped in plastic they would only leave it at the base of my driveway so in 38° weather in the rain I unpacked everything the only piece of wrapping I left on was the base under the fireplace because it was wet on the ground the next day when I went to install it there was a dent on the bottom from the forklift or pallet jack the company would not do anything about it and not offer any partial refund or replace the unit they just offered me a discount code to buy a new one. Worst customer service I've ever experienced

Say away. Sold me a broken fire. Cant get a replacement and so far no refund. They dont call back or respond. Not only that they knew my fire was broken and then they sold out of the fire and had no replacement. Stay away.

I ordered a fireplace smoke hood that was said to fit "36" zero clearance fireplace with tracks". It did not fit and when I asked for a return label, they quoted their "policy" which essentially says they are not responsible for errors in their description and the customer is on the hook for their misrepresentation. They would accept a return minus shipping both ways plus an outrageous restocking fee, essentially knocking the returned money down to almost nothing. A very dishonest and deceptive operation.

11/28/17

Description:
I ordered a fireplace from this company. Upon arrival, I realized it needed to be returned. Per their policy, it says if the item is unopened/unused it can be returned for the full amount.

A customer service representative submitted the return for me and a request to get the restocking fee back since it was unopened/unused. This rep indicated their RMA department would be contacting me to discuss this request. When speaking with the RMA Rep, they stated, I'll let you in on a secret, you are not getting the re-stocking fee back. The amount I was told that I would get back after the fee amounts to 50% of the product price. I also lose the shipping cost to and the return shipping should I send it back for the 50% recovery.

After I said calmly, well we needed to find a fireplace that would work still, but with this type of service we will not be getting it from you, the rep hung up on me.

Resolution:
I'd like to advise consumers not to order from this company. Ideally, I'd like to return this item for the full price. Obviously, this isn't going to happen.

Do not even think about ordering from this website www.efireplacestore.com! They sent me my parts and everything arrived broken. Package was very poor and completely ripped off. And guess what they said when I contacted their support service? They claimed that was not their fault and that when my order left their store everything was ok. They said that they can offer me a small discount on my next order as an excuse and that was the only thing they could do for me. There was no chance for me getting a refund or a replacement. Don't buy from this store, if anything happens to your order they will not help you.

Ordered logs from www.efireplacestore.com and they gave me nothing but headache. Two days after I made my order someone from Efireplacestore contacted me and said that my order was no longer available and they said that I can pick something else. I refused and asked for a refund and was surprised to hear that it was impossible. They said that there was no way to cancel my order. In the end I made another order and did receive it, but that doesn't mean anything! I did not want anything else but they did not give me any other options!

You can't get any more dishonest than this company. First they had no problem taking my $1100.00 for a fireplace that was ILLEGAL TO SELL in the state of California. Then when I returned it, they claimed that it came in pieces and wasn't packed correctly. Really? I returned one of the two boxes completely unopened and the second was packed exactly the way they sent it to me. It couldn't have been sent any differently! The manager wouldn't even speak with me. I charged it back, and they wrote a letter stating that their items weren't repacked correctly and hence the heavy weight steel grate and logs returned to them in pieces. Wow! such lies! Again, I never even opened one of the two boxes and that should have been completely obvious to them as the tape was never broken, next, they other box was repacked precisely as they sent it. Finally, UPS would never have taken two large boxes that were smashed and crushed enough to break a heavy metal grate into pieces. Geez! Instead of dealing with UPS it's easier for them to keep my money and lie to my credit card company.

Terrible return policy and They don't know what they're selling

I have the impression that this place is nothing more than a phone

operation front that takes orders from it's website and drop ships

everything.

I called efireplacestore before I ordered a river rock set to make sure

it would replace the log set in my Napoleon XIR4 fireplace. The part was

listed on their website under the XIR4 but the part description had a

number of models listed but not the XIR4. Before I ordered it on line I

decided to call and confirm assuming that a store that specialized in

fireplaces and sold the fireplace I owned would have the expertise to

know.

Adam H. in sales didn't know and spoke to the 'techs'. They said it was

compatible so I ordered it. When it came it obviously was the wrong

part. What I received had maybe half the rocks it would take to cover

the XIR4. The instruction sheet in the kit showed it was for a 'patio

flame' which is a round looking outside fireplace. It made no mention of

the XIR4.

I immediatly called them and spoke to a women who said an email would be

going out with the return authorization information. It's been hours

and it hasn't come. It never did come.

When I emailed them to take it back here's the answer I got.

"I do apologize for any miscommunication, however I pulled the recording

of our conversation and I was only asked if the MKRY (part number you

gave me) was compatible with the XIR4. I asked one of our techs to be

sure, and he confirmed that it was compatible. I've attached a snippet

of the accessories that are made for the XIR4, which is up to date. If

you would like to return this, then it would have to be as a standard

return, in which the original outbound shipping fee that we covered will

not be refunded, and the manufacturers charge a 15% restocking fee. I

will go ahead and request the RMA number needed for returns so you do

not have to wait for it."

Then I searched google for the part number and no vendors show this

being compatible with my XIR4. I probably could dump the rocks in the

fire but that's where the compatibility ends.

Adam has spent the day emailing me back and forth trying to blame me and

having me take pictures.

I simply am calling Discover card and having them stop the payment on

this transaction.

Believe me, go buy your stuff from Amazon of some reputable vendor. I

found a 'real' fireplace distributor that knows the product to get my

part from."

I ordered wood stove from www.efireplacestore.com. Only after I paid for the order, the seller informed that it was out of stock. He offered me to wait couple of weeks, and I agreed. After that he only promised and asked to wait for more time. Total scam, so don’t buy from them.The worst company ever, so avoid these ### and post comments about your experience with them.