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eFireplaceStore.com
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www.efireplacestore.com
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1.0 12 Reviews

eFireplaceStore.com Complaints Summary

0 Resolved
12 Unresolved
Our verdict: Engaging with eFireplaceStore.com at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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eFireplaceStore.com reviews & complaints 12

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Newest eFireplaceStore.com reviews & complaints

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T
8:38 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

eFireplaceStore.com Fireplace

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.

Desired outcome: Deliver me a gas fireplace like I ordered

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10:43 am EST

eFireplaceStore.com Superior/IHP Triple Fan Blower with Magnetic Attachment

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.

Desired outcome: I want them to send me the missing item is all that I was asking for so that would be an acceptable solution.

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3:09 am EDT

eFireplaceStore.com Customer Service/Policies

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.

Desired outcome: Refund of $120

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Is eFireplaceStore.com legit?

Our verdict: Complaints Board's thorough examination reveals eFireplaceStore.com as a legitimate entity with notable strengths. Despite a 0% resolution rate on customer complaints, which invites a closer look, eFireplaceStore.com stands out for its commitment to quality and security. Clients considering eFireplaceStore.com should delve into its customer service record to gauge compatibility with their expectations.

eFireplaceStore.com earns 91% level of Trustworthiness

Perfect Trust Endorsement: eFireplaceStore.com achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for eFireplaceStore.com. The company provides a physical address, phone number, and email, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Efireplacestore.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several positive reviews for eFireplaceStore.com have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up eFireplaceStore.com and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While eFireplaceStore.com has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 0% of 12 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • eFireplaceStore.com protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
ComplaintsBoard
J
7:57 pm EDT

eFireplaceStore.com Damage product

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

Desired outcome: Partial refund

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2:17 pm EDT

eFireplaceStore.com Customer Service

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.

Desired outcome: No outcome they wont work with you or contact you back

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1:29 pm EST
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eFireplaceStore.com deceptive practices

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.

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10:27 am EST

eFireplaceStore.com returns - unethical behavior

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.

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6:04 am EST

eFireplaceStore.com They refused to help me

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.

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bobbiearky@gmail.com
, US
Dec 20, 2019 6:52 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I ordered a fireplace insert from eFireplace. It was faulty and would not burn over 15 minutes and shut off all propane to the unit, including the pilot. I called customer service and a snippy young girl told me that she was the insert expert and that i should blow out the pilot assembly with compressed air. When i tried to explain that this was new, having been used only two times for 15 minutes each, she snottily informed me that she was the expert and hung up. After several emails, the y had a tech call me who seemed to know the insert. He told that one of two parts in the unit had failed and they would both parts out for me to install. I explained that I was 85, and in bad health and did not have the energy or inclination to repair their failed product. Turned it over to paypal to resolve.
Do not buy from this source!

ComplaintsBoard
N
6:20 am EST

eFireplaceStore.com Very unprofessional service and company

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!

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3:05 pm EDT

eFireplaceStore.com Unethical behavior

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.

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4:51 pm EST

eFireplaceStore.com Returns and customer service

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."

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L
9:47 am EDT

eFireplaceStore.com Seller is real scammer

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.

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S
Sim Mong Kwee
, US
Sep 18, 2018 8:08 am EDT

Place an order but item did not delivery, payment by UOB credit card [protected] but receive payment on August 2018 thanks

O
O
OffGrid9
Enumclaw, US
Apr 15, 2015 12:43 am EDT

Before I start, I'd like to say that I am not connected in any way with eFireplaceStore.com, its owners, management, or employees, except as a satisfied customer.

I've never dealt with a more courteous, professional, and responsive outfit than eFireplaceStore.com. They have great selection of merchandise, including items I couldn't find elsewhere. Their prices are competitive. If an order is more than $99, shipping is free...if less than $99, shipping rates may be a bit high, but still in the ballpark of other merchants. Once, when I made a mistake in my initial order, they shipped a second order for free, even though it was well under the $99 threshold for free shipping. I didn't even ask for this favor, they told me they didn't want to penalize me for a simple mistake. This is not the attitude or behavior of an outfit that is "a total scam" or "the worst company ever". I am sorry that Lun38 had a bad experience, but I don't believe this company deserves the bitter, obscene invective used by Lun38 in his denunciation.

I agree that, if the stove ordered by Lun38 was back-ordered, he should have been notified immediately, before payment. Lun38 says that he was NOT advised until after payment was made. But after this initial mis-step, it appears that the eFireplaceStore.com rep was simply trying to work out a way to fulfill the order, but continued delays in the availability of the merchandise prevented a quick resolution. If Lun38 was totally dissatisfied, he should have asked for a refund -- based on my experience with this company, I'm pretty sure there would have been no argument.

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Phone number

1800 203 1642

Website

www.efireplacestore.com

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