The main issue is l ack of communication and meaningful communication. I have worked in China and dealt with folks there, and the kind of communication I received with US fireplaces was very much like... See more
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Review summary
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Chimney liner is wonderful also ordered an all weather cap in black and when I received it was galvanized silver. Not a huge deal but not what was ordered. Unfortunately I didn’t have time to worry ab... See more
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My initial order was shipped before they told me that a critical part of the unit was on a months long backorder so i never even had a chance to cancel the order and purchase elsewhere. When the b... See more
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I just can’t believe that you still in business! I ordered a complete Direct Vent Chimney kit. I received it! The corrugated boxes 📦 were falling apart, the flew pipes ends were bent up which took me... See more
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Company details
- #7 of 10 best companies in Fireplace Store
Written by the company
Explore America's largest selection of heating solutions with over 100,000 products including gas, electric, and wood fireplaces, fire pits, log sets, stoves, and heaters. Trusted by over 25,000 households, contractors, and builders. Free shipping available. Open every day 8:00 AM - 11:59 PM ET. Give us a call today!
Contact info
3.3
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Just what I needed
They had just what I needed and provided quick service!
May 8, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your wonderful feedback! We're so glad we had exactly what you needed and that you were happy with our quick service. We truly appreciate your support and look forward to serving you again in the future!
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Great experience all around
Items were very well packed and arrived in pristine condition. All around very satisfied. Will definitely use again as needs arrise
May 12, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your kind feedback! We’re very happy to hear that your items arrived safely and in pristine condition. We truly appreciate your support and look forward to assisting you again in the future.
Don’t buy from US Fireplace
I bought a grey porcelain Malm fireplace and fitting pipes for $9,205,79 in July 2025. I was told it was made to order so it would take 10 months to fulfill. I agreed. Only the stainless pipes where delivered. Within 10 months, USfireplace has never updated me on my product. Yesterday, a note from « store team » said that the company making the fireplace stopped in December 2025!! I won’t have it, because they never even placed my order in July !! They issued a refund for only $8,200, because the others pipes I received in August can’t be refunded according to their refund policy!! What a scam ! Barely apologetic, the company seems to always get away with poor business practices. They don’t reply to messages. Their associate on their customer line has 0 power on any decisions to be made. They only interested in selling and cashing money. I know US fireplace will reply to this review trying to say they will improve, but they won’t! They won’t do anything for me. In fact, they still sell today the porcelain fireplace knowing since December that it will never be produced ! They don’t care. They sell high end products and have absolutely no clue about customer service and education.
Stay away from this company as they will keep your money for months and find a way to refund the minimum. There is nothing to do against thieves and practices like theirs, they get away with biased policies. I should have checked reviews when I bought online…
Let’s find out what kind of sugar coating reply they will post to that review. We all know they won’t refund me the entire order, but they will appear very concerned and willing to improve. Sure !!
After over a week, No refund has been made !! And their return policy is unacceptable when they are at fault to provide what I ordered 10 months ago ! I never asked to be delivered partial order! I am still waiting for my refund. I knew the reply would be pathetic and a big lie.
May 12, 2026
Unprompted review
Reply from US Fireplace Store
We sincerely apologize for the frustration and disappointment caused by this order. Unfortunately, due to unforeseen circumstances with the manufacturer discontinuing production, we were unable to fulfill the fireplace portion of the order as originally expected.
Please note that estimated lead times, product references, and features may vary depending on manufacturer availability and production status. All arrangements regarding the estimated lead time, separate shipment of the pipe components, and order expectations were discussed before placing the order.
A full refund has been issued for all undelivered items. Regarding the stainless steel pipe components, these were shipped in August 2025 at your request to be delivered separately and ahead of the fireplace, for which we have supporting documentation. As these items were successfully delivered and are now outside of our return eligibility period, we are unable to issue an additional refund in accordance with our return policy.
We understand this situation has been extremely frustrating, and we regret that the experience did not meet expectations. We appreciate your feedback and sincerely apologize again for the inconvenience caused.
US Fireplace offered great service
US Fireplace offered great service, communication and price I could find. I will definetely use their services again.
May 11, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your kind words! We truly appreciate your feedback and are glad to hear that you were satisfied with our service, communication, and pricing. It was a pleasure assisting you, and we look forward to serving you again in the future!
Bad delivery service…
Nobody could tell me when my shipment would arrive after numerous phone calls. I mentioned that I would be out of town and wouldn’t be there to receive the shipment. Very frustrating so I will look for other companies to buy this product.
May 1, 2026
Unprompted review
Reply from US Fireplace Store
We sincerely apologize for the delay and frustration you experienced while trying to get an update on your shipment. We understand how important it was for you to receive accurate delivery information, especially since you informed us that you would be out of town.
We regret that we were unable to provide the level of communication and service you expected. Your feedback is very important to us, and we will use it to improve our coordination and customer support moving forward.
Thank you for bringing this to our attention, and we truly apologize again for the inconvenience.
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Fireplace is just great
Fireplace is just great , Easy to install and looks great, blower is wonderful
January 6, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback! We’re glad to hear you’re enjoying the fireplace and that the installation process was easy. It’s great to know the blower is working wonderfully and that the fireplace looks great in your space. We truly appreciate your support!
Ordering was very easy and the representative was very helpful
Our experience with ordering and dealing with delivery and everything was very good. We have not put it together yet because we still are working on the house as soon as we do put it together. I will definitely send you a review.
April 13, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for sharing your experience! We’re glad to hear the ordering process was easy and that our representative was helpful throughout the delivery process. We completely understand that your project is still in progress, and we appreciate you keeping us updated. We look forward to hearing your feedback once everything is installed. Thank you again for your support!
Quick effective
Quick effective. I’m an electrician customer was happy so I am happy. Will not hesitate to order again.
Thank you
April 15, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback! We’re glad to hear the process was quick and effective. It’s especially great to know your customer was happy; that’s what matters most. We truly appreciate your trust and look forward to assisting you again on future orders. Thank you!
Great service UNTIL there is a problem …
I previously commented on the excellent service, price, and delivery. We just had a crane lift our Warming Tends AON 72” fire table to our rooftop deck. Looks and works great!
A bit of a problem with wind guard. I was sent a wind guard with 2 pieces of glass on each of the long sides of the guard. Acceptable but when spending over $6000, I would assume they would have sent the better (one piece of glass per side) or at least told me. No where in the description of the wind guard did I see it described this way.
Now I’m told no returns because the order was a special order but they might allow me to return the wind guard with a 25% restocking charge plus shipping both ways.
Not what I call good customer service.
May 2, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback and for sharing your experience. We’re glad to hear the fire table looks great and is working well on your rooftop deck.
We sincerely apologize for the disappointment regarding the wind guard configuration. We understand your concerns, especially given the investment made in this project. As discussed prior to processing the order, this was confirmed as a special-order item.
While special-order items are subject to manufacturer return restrictions, our shipping and return policy is also posted on our website. We always want our customers to feel fully informed and supported throughout the process. We also appreciate your feedback regarding the product description and expectations, and we will take note of it moving forward.
Thank you again for your business and for taking the time to share your experience.
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Service oriented culture
Taylor solutions; prompt delivery; product met expectation
April 29, 2026
Unprompted review
Reply from US Fireplace Store
We take pride in maintaining a service-oriented culture by providing tailored solutions, prompt delivery, and products that meet customer expectations. Thank you for your trust and support.
Do not purchase from US fireplace
Do not purchase from US fireplace! My stove came damaged in 2 spots. Terrible customer service! You have been warned. Pay the extra 300.00 and order on Amazon.
April 17, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating it can be to receive a damaged item.
However, we would like to clarify that our store is separate from other retailers, including Amazon, and we strive to provide prompt assistance and support to all of our customers. Shipping damage can occasionally occur in transit, but we always encourage customers to contact us directly so we can work toward a resolution.
Please reach out to us with your order information so we can review the situation further.
Great product information
Great product information. Very good customer service.
April 6, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback! We’re glad to hear you found the product information helpful and had a positive experience with our customer service. We truly appreciate your support and look forward to serving you again.
bad bad bad bad bad
April 27, 2026
Unprompted review
Reply from US Fireplace Store
We’re sorry to hear that your experience did not meet expectations. We take all feedback seriously and would appreciate the opportunity to understand what went wrong and how we can make it right. Please feel free to reach out to us directly so we can assist you further.
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The firepit I ordered was even nicer…
The firepit I ordered was even nicer looking in person. I decorate model homes and this was for one of them. I needed an oversized 60" table and that is hard to find. The firepit was packaged well and arrived on time. I will order from US fireplace Store again in the future.
April 1, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your thoughtful feedback! We’re delighted to hear the firepit exceeded your expectations and that it was the perfect fit for your model home project. It’s great to know the 60" size worked well for your needs and that the packaging and delivery met your expectations.
We truly appreciate your trust and look forward to working with you again on future projects.
WARNING: DO NOT WORK WITH THIS COMPANY
Bought the product, it came missing required pieces, informed them via email with photos and reference to the user manual, this was over one month ago, since then I keep getting brushed off with a "we're monitoring the situation"-type emails that never conclude. I've reported them to the Better Business Bureau. WARNING: DO NOT WORK WITH THIS COMPANY!
March 31, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration.
We want to clarify that this matter is already being actively handled by our team, and we are closely monitoring the situation to ensure it is resolved as quickly as possible. We are in ongoing communication regarding the missing parts and are working toward a proper resolution.
We take these concerns seriously and appreciate your patience while we work through this with you.
Chimney Product
I recently ordered a chimney cover for a client to finish a product. I had many questions and the staff was very helpful in answering them. I would highly recommend the products and service. Thank you
April 2, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback! We’re glad to hear our team was able to assist you with your questions and support you in completing your project. It’s great to know you were satisfied with both the product and our service. We truly appreciate your recommendation and look forward to working with you again in the future.
Prompt and friendly responses helping…
Prompt and friendly responses helping me locate my fireplace and provide advice on what accessories were offered for the unit. Provided extremely fast free shipment so it arrived well before needed for my remodel.
Overall had a great experience and price was less than other sites I checked!
April 1, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your wonderful feedback! We’re glad to hear our team was able to assist you promptly and provide helpful guidance on your fireplace and accessories. It’s great to know the fast shipping helped you stay on schedule for your remodel, and that you found value in our pricing as well.
We truly appreciate your support and look forward to serving you again in the future.
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REAL ANSWERS
I was looking for product 10" stove pipe for a forge. These people followed up and answered all my questions. Great to work with.
March 31, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback! We’re glad we could assist you in finding the 10" stove pipe for your forge and provide clear, timely answers to your questions. It’s great to hear you had a positive experience working with our team. We appreciate your support and look forward to helping you again in the future.
I ordered glass fireplace doors for my…
I ordered glass fireplace doors for my home. The woman I spoke with to place the order was difficult to understand and had a difficult time. Understanding me. I can’t remember whether I placed the order through a salesman or through her, but I was looking at the website when I ordered the doors. They were not in stock so I waited several weeks to get them. They arrived, packaged nicely, and they look great on my fireplace. The real difficulty was when we realized, the day the Installer) was here, but there was no mesh curtain to go behind the doors. I guess it was a separate piece on the website, but I feel like whomever I ordered from should have asked if I wanted them.
I called back to order them again the same difficult communication, was referred to a salesman who told me that they were back ordered and a callback in 4 to 6 weeks to see if they had come in in case he lost track of my request.
All of this tells me that a single order, not amounting to too much, it’s not top on a priority list. Paragraph oh, and because the fireplace glass itself was not in stock I had to pay an extra $300 for shipping.
March 3, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your detailed feedback. We’re glad to hear the fireplace doors arrived well packaged and that you are happy with how they look on your fireplace.
We’re sorry to hear about the communication challenges and the inconvenience regarding the mesh curtain. We understand how important it is for all components to be clear at the time of ordering, and we appreciate you bringing this to our attention.
Regarding shipping, we would like to clarify that any additional shipping charges are not mandatory and are only offered as an option for customers who choose to proceed under special circumstances.
We appreciate your patience throughout the process and your feedback, which helps us improve our service and communication.
Super service!
The 110% price match was honored and there was great communication through the whole process.
March 20, 2026
Unprompted review
Reply from US Fireplace Store
Thank you for your feedback! We’re glad you had a positive experience. Your feedback encourages us to continue providing excellent service.
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