At Belle Flame we provide you with an excellent shopping experience as our client’s satisfaction is our top priority. We have managed to build up a reputable establishment online. We have a great team and aim to grow our business more and more, offering our customers the best of products and service out there. We are proud to sell products Manufactured in the USA and have curated and partnered with top manufacturers in the industry which only translates in delivering our clients the best products in the market, brand new and with full warranty. All of this without having to leave your home since we will send your order directly to your door at no cost.
Written by the business, not verified by us.
Is Belle Flame legit?
Belle Flame (belleflame.com) has a 2.5 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Home & Garden and its reputation is poor. 57% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-09-07.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers frequently find the ordering process straightforward and appreciate the competitive prices available for a variety of heating products. Many people also mention receiving their items in good condition, accompanied by fast shipping times that met their expectations. Shoppers often highlight helpful staff members who assisted in resolving shipping or order details successfully.
However, some customers also noted frustrating issues regarding poor communication and delayed responses from the support team when seeking updates. Other reviewers experienced extended shipping delays, incomplete shipments, and occasionally received damaged goods that required complicated replacements or difficult refund processes.
Auto-generated from all reviews of this business. For reference only.
DO NOT PURCHASE FROM THIS COMPANY! it is a total and complete fraud and fake. I ordered a fireplace screen on October 31 that showed in stock and to be shipped within 7 days. Three weeks later, I inquired about the status and was told from Lionel that it was shipping from the manufacturer in 2-3 weeks. In December, I inquired again and was told by Lionel that they would let me know when it was received. When I asked for an ETA, not response. When I asked to cancel order, no response. I have been totally ghosted from this company with no responses. I now see similar experiences and should have researched vendor before. Lesson learned!
I'm 99.9% sure this is a fraudulent company. I placed an order on Oct 31, 2025 and they took my money but I have not had ANY communication from them since. No shipping/tracking updates, no stock update. I have reached out multiple times and zero response. Going to claim fraud with my credit card company. So disappointed.
Lionel was helpful until he received payment. Not a peep since payment confirmation email. Im hoping for a positive outcome, but have my doubts. Website disappeared the day after my order. Shame on me, should have read these reviews.
Web site states you can return logs. However, they don’t tell you that they will never email you or call you back to provide an RMA number (which is necessary to return anything).
I received the parts after several Months after placing the order.. I called to confirm the availability before placing the order and They just lied to my face and said they have the stock.. after placing the order they said the part is in back order and is going to take months..
I don't believe this is a legitimate business with legitimate sales team/employees behind it. I made a purchase (fireplace tool kit) in early Nov 2025 through their website, and haven't heard a peep from them since. I have emailed, called and left messages, and sent text messages through their belleflame.com website assistant and have received ZERO responses from anyone to any of my requests for order updates and assistance. There is only a messaging service on their phone number. No responses from their email addresses, and no response from the website text message assistant service. Don't waste your time and money, they will only steal both from you, there are other legitimate businesses in the US that sell these products and actually deliver to their customers. I'd give zero stars if possible.
You took my money, never delivered my product after waiting 3 weeks, never answered the phone or responded to my emails. Online chat is non existent and the 3rd week after the promised delivery date the phones were disconnected! Scammed and thiefs! DO NOT ORDER FROM THIS COMPANY.
Ordered a mantel. They said it was in stock and would ship in 3 business days. after 15 business days I called and they said it wasn't in stock and would be refunded. I just checked my cc statement and it's been 15 days since they said it would be refunded and so far nothing. I am now disputing.
TL:DR Item wasn't actually in stock as shown on website. Item had to be substituted after waiting 4 months. No communication for the last 4 weeks and now the website isn't loading.
My story with Belle Flame begins back in April of 2025. I ordered the Empire St Claire 3000 from their website as it clearly showed that it was in stock, as well as all of the accessories for said fireplace and many chimney parts to go with it. Although shipping for the accessories and chimney parts took longer than advertised on their website, I received all of those within a months time of the original order, however, the fireplace itself had not yet shipped. When I checked in a couple weeks after placing the order, I was told that it actually was not in stock and it would be another 2 weeks until it would ship. I checked in every 2 weeks for almost 4 months and they still didn't have it in stock! We were able to come to a compromise, and in September I was sent a different fireplace and did in fact receive it. Then I began going back and forth every 2 weeks or so to try and get all of the correct accessories up until their last communication on November 11th, exactly 4 weeks ago when they quit communicating altogether. I have written them several times, tried calling several times and left messages on their answering machine, wrote them on social media, tried using their chat service on their website, and after having done all of that, I have not been able to get ahold of anyone nor have I received a response to anything. I am sad to say that I felt comfortable enough doing business with them a second time after having finally received a fireplace from them, so I placed another smaller order at the beginning of November, that now over a month later has still not shipped. To make matters worse, I tried to get on their website today to find that it isn't even there anymore! I wish I knew what was going on, but it doesn't look good for Belle Flame. I'd love to get my products from them, but my faith is gone and since I can't get ahold of anyone with the company, I've reached out to my card services to recoup my losses on this one. To Belle Flame: I really would like my last order if y'all would reach out to me and make this right!
Order was placed over a month ago with no shipment yet. I have made multiple attempts via phone and email with no response. Very unhappy with my choice to purchase from Belle Flame.
Ordered online on 11/11/25, was instock & to be delivered in 4-12 days. It's 12/8/25 & have called (only can leave voicemail), emailed & tried the chat (sat for an hour twice no NO chat response).
Just want status on if it IS going to ship - think we need to cancel but not sure how to do that either.
Very disappointing with a non-working fireplace!
I placed a $1600 order for Class A pipe 15 days ago and have had absolutely no response to multiple voicemails, emails, and online chat. The worst customer relations I've had, ever. Horrible, non-responsive customer support. They won't return a phone call, email, or respond via online chat. I'm sure they'll be out of business within weeks. Horrible company. Stay far, far away.
Customer service is awful. Faulty unit I am stuck with.
Had a problem with the unit. They kept making me have it tested ($200). First company was not their required certification level. They did not believe second. Out $1,200 until I accidentally found a loose wire in the unit. Now I can turn it in manually but the remote does not work at all. They said to work with the manufacturer and the manufacturer said work with them. Total expensive disaster. Buy somewhere else.
Absolutely horrendous customer service!! I wouldnt shop here again if it were the last place on earth. I dont recommend this place at all. Ordered an item that has a serious safety defect after spending $2000 and no one is willing to help us. They're space heaters are trash!!! Do not buy them!! We are dealing with an issue that shouldn't even happen and yet again, NO ONE is available to help refund our money. Looks like we will be reaching out to a lawyer to assist with this one!!
Possible fraud? No response anymore by email or phone.
Update: No response to calls or emails other than 1 time saying it would ship the next week-it didn’t. Now the website for the store has been taken down. Appears to be a fraudulent site.
Previous: Will update when I receive my order. We are nearing 30 days from my order date and they told me my order would ship last week but I don’t have a tracking number yet. This is stressful as I need to make sure someone is there to receive the delivery and inspect it. I decided to give them a chance due to their nice prices. Also beware, website advertises no sales tax but then it is charged during checkout. They need to update the website. Also they haven’t answered the phone yet and only received one response email so far after the original order emails.
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