eFireplaceStore

I previously gave this company 5 stars for the selection and ordering ease... but I was too quick to judge. Several of the gas logs arrived damaged. We contacted the company and were met with poor customer service. EFireplaceStore required photos of the damaged items, as well as documentation they likely already had on file. We submitted the items multiple times... each time to a representative that had no idea that we had submitted the items previously. After over 3 months, the broken items have yet to be replaced. Clearly a middleman company that drop ships product with no desire or ability to provide adequate customer service for follow on issues

Was easy to order a fireplace door online, customer service rep told me what part( model I should get), I received package 3 days later and it was wrong size so I called for exchange... no such thing if you return you pay a shipping cost plus restocking and if product is damaged eFireplaceStore will not refund you at all... so sure thing i get an email with an image off a pile of glass and blurb about i hope you had insurance on the shipping since we will not reimburse you. So here I'm 160 for the door 50 for the shipping and no fire place door...
Don't use them... just dont

We ordered a ventless fireplace with ceramic logs and ceramic liner. I opened the fireplace box once the driver dropped it off and it was fine, exterior cardboard box not damaged. The problem came when the installer opened the undamaged box for the refractory panel liner and 2 of the 3 panels were broken in half. Packaging insufficient for fragile inserts. Since we were doing an addition, it was 4 weeks since we purchased the unit. Upon sending the photos and filing a claim, eFireplaceStore said since we didn't open we can't prove it was broken in transit and since it wasn't noted on the shipping label, they would do nothing but offer an apology. Paid $350 for broken panels. Unless you are going to make sure the driver (who wants to leave) stays the 20 minutes it takes to open every box and inspect, don't waste your time.

I ordered gas logs from the website using their resources to properly size the log set. When eFireplaceStore arrived I hired a local licensed installer. He installed the set and determined that they were defective because the pilot/valve did not work. We called efireplace at. That moment and instead of shipping out replacement parts like amazon or other online retailers who operate on a customer service priority platform we entered into a long process of back and forth where I had to video the logs malfunctioning, which I did, and then apply for a warranty claim which has been over 22 days involving me finally returning the logs out of frustration and still no credit. They have implied that since the logs were installed I may not get full credit although no one can explain how you determine they are not working properly without installation. It's been a nightmare. Thus far I have incurred the cost of the logs ($700) and the cost of the installer ($250) and have no logs. Lastly, nowhere on the site does it mention that the pilot/valve assembly for these particular logs is huge and shiny and that it prevents the logs from being centered in the fireplace if you have a typical side entry gas line and safety valve. The installer said I need a smaller set in order to center them and that this type of pilot assembly cannot be camouflaged. When this is resolved, I'll update appropriately.

We ordered a gas stove, and at first the information and speed of shipping was great. Then when installed the remote didn't work, so the units fan and temperature can't be turned on or controlled. After calling 4 times over a weeks time, each time being told we'd get a call back that never came, we received a short email saying a replacement would be sent in three weeks. We live somewhere where it's cold, we need the heater. Waiting what would be a month after installing the unit to receive a remote to make it work is not helpful or acceptable. The company told us return it or accept this. The unit has already been installed. We are appalled at the lack of follow up and inability to offer a reasonable solution after purchasing a high end expensive unit. Don't be fooled by the ship speed and ease of ordering, the customer service if you need it is not there. EFireplaceStore do not stand by their products.

We received our order but didn't have time to unpack everything to verify it was all intact. There was no visible damage to the packaging. When we finally got everything unpacked, we found some minor dents on some of the chimney sections, a chimney section so bent it was unusable but the packaging was not damaged and a dent in the bottom rear of the fireplace. We now have to fix the minor dents, but we contacted the retailer and eFireplaceStore were not willing to replace the bent chimney section at their expense. In fact they were very recalcitrant about doing anything other than us buying a new section. I would not deal with these people ever again. They do not make things right. The fact that I received several damaged parts is very concerning.

I order triple wall pipe from them for my wood stove only to find out it was the wrong sizes. The one pace of pipe had a dent in the side and the middle was a little pushed in. Not thinking anything of it after all i am a single mom putting in wood stove pipe is new to me. Well anyway eFireplaceStore sent me the wrong size pipe so spent the $60 to shipped it all back a. A week later then they send me a email saying the one pipe was damged and i would have to eat the money i paid for the pipe and the $60 and the $40 i had to pay back for them to ship it to me. Or i could pay for shipping again to have the pipe sent back to me. I cant understand how this company is still around. I will never refer them to anyone.

EFireplace researched to find the part we needed to replace a 1980s cap that disappeared in Hurricane Irma. Then eFireplaceStore matched competitor's price and very very quickly delivered the part to Florida after our order from Wisconsin. The delivery tracking was excellent and notification of completed delivery to an address 1500 miles from our home was especially appreciated. A great experience with many helpful staff. Would recommend wholeheartedly.

I recently purchased 2 vermiculite boards for my Drolet wood burner. Efireplace not only had the best price, but also has the best customer/claim service. The first set of boards I received were severely broken. I filed a claim (which is extremely easy to do) and a second set was sent which was also severely damaged. These boards are very fragile and were more than likely damaged in transit. I filed another claim. The third set of boards was packed inside of another box and was not damaged at all. Thank you to Efireplace for working with me to get these boards.

Bought refractory panels which were delivered on time and in factory condition. Installation was a snap for someone with basic construction skills. Carefully followed all the conditioning precautions by burning no less than ten small, 20 minute fires. We never had an opportunity to have a regular fire because the rear panel cracked. We live in sunny Southern California so temperature extremes are not an issue. Although the manufacturer initially denied my claim, efireplace did send a replacement unit very soon thereafter. This is a do it yourself project that can save you big bucks with only minimal skills.

It is a great place to order fireplace supplies and equipment. I ordered a new 8 inch flue pipe assembly for my older pre fabricated fireplace. Every item came in one order and was at my home 2 days after the order. That is great as my items were shipped by freight. I was shocked eFireplaceStore arrived so quickly. I would not hesitate to order from them again and the quality of the items I received was excellent.

I asked a question about it online and received an answer within a couple days. I ordered it and received it faster than expected. I was packed well.
I easily put it in my Heatilator direct vent fireplace. The back of the fireplace is 15 inches. The fire back I ordered is listed as 18' but the back is 16 1/2". This worked fine since it kept the back from going right up against the back of the fireplace which is good since at the bottom of the back of the fireplace there is what I assume to be an air intake opening. It reflects the flames very nicely which is what I got it for. The front of my fireplace is enclosed in glass so it not going to direct more heat out. I, ve used it about a month and a half for and hour or two each day. It still looks like it did the day I put it in. I get it again in a second.

Purchassed a FSD-ECUH4L- AB Elite Adjustable 4" Fireplace Hood with Lintel Mount. Item arrived, opened box and could already see issues with construction (individual pieces not cut exactly square) for providing good fitting joints when sized and attached in fireplace opening. Contacted seller and explained to them my concerns, really didn't care'! Stated I wanted to return then for previously stated reason. I was told procedures for returns were on web site, so went to web site to learn I needed to call number I just called and talked to a representative to request a return authorization number? WTF the first individual couldn't have done that!? Steadily went downhill from here on, 3 days letter got email with RMA # and told I would incur a 15% restocking fee for returning a overpriced piece of garbage, as well as the shipping cost to ship it to me (shipping not really a big deal). WTF you are selling inferior products online that noone can inspect except some preselected stock file photo of a like item, so on faith you purchase based on their description and hype, look at reviews to see what others have to say and then when you call them on their product eFireplaceStore don't care and want to charge you extra fees! Wouldn't have needed to return item if it had been as described/presented etc. I believe I would be save in saying everyone they have sold has been poorly constructed but people either don't know they were sold crap or the don't care?

What a wonderful experience! We are in the process of doing an addition to our family room. The fireplace needed to be removed and moved back 12 foot. Our flu pipes needed to be replaced and we had an awful time locating. We went to several different Chimney dealers in our area and no one could help. My husband did a Google search and low and behold eFireplace popped up. My addition project was at a standstill until we found you. Ordered parts, received quickly and eFireplaceStore were installed perfectly this weekend! Thank you for jump starting my project and being able to settle an issue that nobody else could!

I'm a builder and have ordered from them 3 times. 2 of the fireplaces ordered, the reps at efireplace sent the wrong venting. One of those fireplaces that venting wasn't known until after it wasn't installed. A third fireplace, we needed warranty work on one of their higher end fireplaces. The warranty side of their department is terrible. You struggle to get any part, if anything is wrong eFireplaceStore won't send the part, even though it could be their fault to begin with. We have one fireplace where the serial number isn't in the fireplace- we couldn't get the replacement parts through warranty because the fireplace they sent, didn't come with the common metal serial number attached to the fireplace. All in all, the prices are typically the best, but if you have anything wrong or depend on them to get information correct, then it's best to shop elsewhere. After shopping elsewhere, they ate barely cheaper for the same fireplace than an in town store, which warranties, easy to access, etc. due to numerous issues with the company over the past 1 year, I atringly Advise shooing with a company that backs their products up, especially the higher end products. Unfortunately a lot of fireplaces you can't order parts from the manufacturer, you're forced to go through the dealer, a dealer that doesn't help.
The fireplace shown had a defective lighting module. At first we thought the light hikes were bad, but it turned out the module never worked. We were unable to get that part from efireplace, they DID NOT hold to their warranty

I had planned to create my own hearth, but after pricing the materials at the local big box store, I concluded that it would cost about 2/3 of the price of this prefabricated hearth, and I'd still have to do all the work. I've seen other reviews complaining that the photograph doesn't accurately reflect the color, which is true, but it's actually much more attractive than the photo, in my opinion. It was delivered much more quickly than I expected, by a very helpful and pleasant carrier, in perfect condition. I installed it, drilled the necessary gas line hole, and now I'm anxiously awaiting delivery and installation of my new fireplace.

Great customer service until the stuff gets delivered! Be careful - free shipping is NOT free shipping. If it's Fed-ex delivery they'll try to sneak additional charges to you just for taking it off the truck and bringing it into your house! Make sure you ask ahead of time how it's being delivered and if there are any additional fees. Free shipping is going to cost us $375!

I called to get specific info to match a Empire furnace damaged on a Fish house Wheel house due to an accident in transit. I needed to match all ducting and venting to safely replace what I had installed as a pkg. The Technician helped via a call back after he investigated all necessary adaptations and performance issues to get an acceptable match. The Tech also shared where the info was located in my original Empire guide and shared the part numbers and placed the order for me. The order arrive and was installed and was a success to get my fish house back on the Lake before the season ended. Appreciate the expert help to match and keep safety first attitude for a successful install.

You can't get any more dishonest than this company. First eFireplaceStore 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. If you're wise you'll be wary!

In the beginning when you place the order everyone is more than happy to help you. EFireplaceStore use terminology to make their products sound like it can fit any fireplace. Then when you get it and it's not what you wanted or ordered and doesn't fit they charge you a large restocking fee, make you pay for the original shipping, and then make you pay for the return shipping. In the end I lost more than 50% of what I paid. I will never use this company again, and would warn anybody to be an expert in fireplaces before buying here. - Edward

My wife and I recently purchased a fireplace insert and chimney lining supplies (she purchased the fireplace she wanted, I went back and purchased the installation supplies) and despite an error I am still giving them 5 stars! The fireplace arrived quickly and everything was perfect. When I received the installation supplies - the wrong parts were sent. When I contacted customer services my call was answered quickly, I was given simple instructions to correct the issue and was sent the correct parts the following day. The correct parts were FedEx delivered on a Sunday! Great products, Great Service! I will definitely use this company again in the future.