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Is US Fireplace Store legit?
US Fireplace Store (usfireplacestore.com) has a 3.4 out of 5 rating on OK.one, based on 103 user reviews collected here. It is listed under Home & Garden and its reputation is mixed. Opinions are polarized: 55% rate it 4 stars or higher while 32% give 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-08-11.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers frequently state that placing orders is a simple process, and many find the items arrive quickly and in great condition. Buyers also appreciate the helpful assistance, with several mentioning that staff members provide clear communication and quick responses from start to finish.
However, some customers also noted that certain products occasionally arrived damaged or defective due to poor packaging. A few people also experienced frustrating shipping delays and struggled to get effective assistance from support teams. Others mentioned encountering unexpected problems with wrong items or missing parts that required extra effort to fix.
Auto-generated from all reviews of this business. For reference only.
My experience with this company was extremely disappointing. They shipped the wrong items not once, but twice, causing unnecessary delays and frustration. Unfortunately, the customer service experience was just as disappointing. There was little sense of urgency to resolve the issue, and communication felt scripted and impersonal. Regardless of the problem, the responses were repetitive and lacked any genuine effort to understand or address my concerns. It was also very difficult to reach a manager. When I finally did, the conversation was no different from those I had with the customer service and sales representatives. There was no additional authority, ownership, or willingness to resolve the problem. I would recommend that No One make purchases.
Reply from US Fireplace Store2026-08-10
Hello,
We sincerely apologize for the frustration and inconvenience you experienced. We understand how disappointing it must have been to receive the wrong items twice and to experience additional delays while trying to get the issue resolved.
We also apologize that our communication did not meet your expectations. Your feedback regarding the lack of urgency, repetitive responses, and difficulty reaching a manager is important to us, and we will take it seriously as we work to improve our customer service and communication.
We regret that we were unable to provide the level of support and resolution you expected. Thank you for taking the time to share your experience with us.
They did not specify the size of the logs we ordered, when received they were too small. Sent them back and they charged us a 25% restocking fee on my products and the Tax amount.
Stay clear of this merchant.
Reply from US Fireplace Store2026-07-31
We’re sorry to hear about your experience. Our refunds are calculated according to our return policy. The refund amount is based on the total order amount, including tax, minus any applicable discounts, the 25% restocking fee, and shipping costs both ways, as outlined in our policy.
We strive to apply our return policy fairly and consistently for all customers and appreciate your feedback.
I purchased an unfinished tv console and absolutely love it! I put beeswax on it and the oak grain is radiant! The customer service is also excellent. I wouldn’t go anywhere else to buy another tv console. I also look forward to replacing my wood stove in the coming year and I will get one from them as well.
Reply from US Fireplace Store2026-07-31
Thank you so much for your wonderful feedback! We’re thrilled to hear that you love your unfinished TV console and that the beeswax finish brought out the beauty of the oak grain. We’re also glad to know you had a great experience with our customer service.
We truly appreciate your support and look forward to helping you with your future wood stove purchase. Thank you for choosing us!
I need 12 inch od bands, not 14 inch bands. the choices do not list actual size of bands. I havea customer waiting on this. We need to get this resolved as soon as we can. How do I get the right ones on the way.
Reply from US Fireplace Store2026-07-31
We have checked your order, and our order processor is already working on this request. Please check your email for any updates. An email was sent by our support team 4 days ago, and we are currently awaiting your reply so we can proceed with the next steps.
Thank you for your patience and cooperation.
If you want to return something. They will keep almost all of your money. Item has no damage, they up charge you for a stocking fee and shipping. Horrible and they are not transparent about this. On a $200 item I got $30 back. Do not shop here.
Reply from US Fireplace Store2026-07-31
We’re sorry to hear about your experience. Our return policy is applied fairly and consistently to all customers. Return shipping costs and any applicable restocking fees are based on the terms outlined in our policy and are communicated to customers during the return process.
We appreciate your feedback and will continue working to make our policies and procedures as clear as possible.
Sold me an item and then said hey can we get more money
Sold me an item. Then sent me this
“Good Day!
We have received an update today that the item is out of stock but we have reached out to our third-party warehouse and, the good news they have the item in stock. However, there is an additional shipping cost due to the size, distance, and weight. The shipping cost is $200. As our valued customer, we are happy to cover 50% of the amount. So you only need to pay an additional $100 to ship the item. Please let us know if you wish to proceed.
Thank you again for doing business with us!
We will wait for your response. Have a great da”
Reply from US Fireplace Store2026-07-27
Hello,
Thank you for reaching out.
We understand your concern. However, please note that your order has been canceled, and no payment has been captured, as we only requested a payment authorization at the time of purchase. Payment is not captured until the order is confirmed and ready to be processed.
Regarding the additional shipping cost, we were not requiring you to pay the extra $100. We were simply providing it as an optional solution after our third-party warehouse confirmed they had the item in stock. We also offered to cover 50% of the additional shipping cost as a courtesy.
Since you have chosen not to proceed, your order has been canceled, and no charges have been made.
If you have any further questions, please let us know. We're happy to help.
Thank you.
When trying to return items it was very difficult. Then got charged 25% for restocking. Will never ever buy from them again.
Reply from US Fireplace Store2026-07-24
Thank you for your feedback. We're sorry to hear that your return experience was frustrating.
Our shipping and return policy, including the 25% restocking fee, is outlined on our website prior to purchase and can also be reviewed at any time. We encourage customers to check these policies before placing an order or initiating a return so there are no surprises.
We appreciate you taking the time to share your experience, and we're sorry we weren't able to meet your expectations.
They sent me a broken heater and wouldn't refund it so I had to dispute the charge with my credit card
One of the heaters we ordered arrived broken (glass at the top shattered). I notified them immediately and sent a photo. Despite that it took over a month and a half of them stalling, deciding to make me mail back the entire thing and ultimately then telling me the heater wasn't in resellable condition so I could only get a partial credit for the return. I disputed with my credit card and won finally to get my money back.
I had wanted to return the second heater I ordered but they made the return which should have been cut and dry so difficult I just kept it.
Terrible terrible business.
Reply from US Fireplace Store2026-07-16
Hello,
We're truly sorry to hear about your experience and understand how frustrating this must have been.
We apologize for the delays and any inconvenience caused throughout the return process. We understand your concerns regarding the damaged heater and the outcome of your return request.
Our return decisions are based on the condition of the item upon inspection and the applicable return policy. However, we understand that this experience did not meet your expectations, and we regret that it led you to dispute the charge with your credit card.
We appreciate you taking the time to share your feedback. Your comments will be shared with the appropriate team as they help us review and improve our processes.
Thank you for bringing this to our attention, and we sincerely apologize again for your experience.
Great Customer Service Support
Great Technical Support
All Representatives were courteous
Reply from US Fireplace Store2026-07-13
Hello,
Thank you for your wonderful feedback! We're delighted to hear that you had a great experience with our Customer Service and Technical Support teams and that our representatives were courteous throughout your interaction.
We truly appreciate you taking the time to share your experience. Your kind words mean a lot to our team and encourage us to continue providing excellent service.
Have a wonderful day!
BEWARE!!! Sketchy company. The wrapping style fireplace screen arrived defective, with one side shorter than the other. Cost was around $800. Major hassle to photograph every side of the shipping box and the unit itself. Then asked to find out the country of origin and get more photos. The unit looks like it may be a knock off sold as a legitimate high end fire screen. The “brass” feels like plastic. We are doing further investigation but please beware of purchasing here.
Reply from US Fireplace Store2026-07-10
Hello,
Thank you for bringing this matter to our attention. We have already forwarded your concern to our manufacturing team for further investigation.
Please rest assured that we are actively looking into this issue and will provide you with an update as soon as we receive feedback from the team.
We appreciate your patience and understanding while we work to resolve this matter.
Thank you for your feedback! We appreciate your kind words and are glad to know you had a fast and reliable experience with our service. We look forward to assisting you again in the future.
Thank you for your kind feedback! We truly appreciate your comments and are glad to hear that you had a positive experience with our communication and assistance. We’re always here to provide timely support whenever you need us.
Thank you for your feedback. We understand your concern regarding the shipping charge. Shipping costs are calculated based on factors such as package size, weight, destination, and current carrier rates. We appreciate your input and will continue reviewing our shipping options to provide the best possible value for our customers.
Not your fault but you remedied everything. The damaged unit was picked up today and we received the new unit 2 weeks earlier than expected. Job well done.
Not your fault, Heater damaged in shipping however the return process which is still ongoing has been painful. I was informed that I would get a return label emailed to me but that has yet to happen.
If you would be so kind as to look into this for me, I understand our heater is delayed on backorder but we very much still want it.
Sincerely,
Mike Sharpe
Reply from US Fireplace Store2026-07-09
Hello,
We’re happy to let you know that your replacement has been delivered today.
Thank you for your patience and understanding throughout the process. We appreciate the opportunity to make this right and hope you’re satisfied with your replacement.
If you feel your experience has improved, we would greatly appreciate it if you could consider updating your review to reflect the resolution.
Thank you again for your support.
Box was missing screws and could tell the item was a return that was just reboxed and send out to the next order.
Reply from US Fireplace Store2026-07-03
We're sorry to hear you received an item in that condition. That isn't the experience we want for our customers. Please get in touch with us with your order details, and we'll be happy to make this right by arranging a replacement or another appropriate resolution. Thank you for bringing this to our attention.
Make sure you research your order before you place it. I was assured the log set I ordered would fit. Unfortunately that was not the case. The return process was hands down the most tedious process I’ve ever had to do. Ultimately I had to dispute the charge with my bank to get a refund. Never an apology or more importantly never any help in getting the correct log set. I tried multiple times to get help but never was able to speak with anyone who could accomplish anything. Nice enough people but a nightmare customer experience.
Reply from US Fireplace Store2026-07-01
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We understand that returns can be frustrating, especially when an item isn't the right fit. Our return process follows our established policies, which are designed to ensure consistency and fairness for all customers. We regret that this process left you feeling unsupported. Your comments regarding communication and assistance in finding the correct log set have been noted, as we always strive to provide better service. We appreciate your feedback and wish you the best moving forward.
I ordered a trim front for a majestic fireplace and had questions post order. Everyone I talked to were so friendly and helpful and wanted to be sure I had the correct item. It arrived quickly and looks amazing. Great customer service, thank you so much.
Reply from US Fireplace Store2026-07-01
Thank you so much for your kind words! We're thrilled to hear that our team was able to answer your questions and help ensure you received the right trim front for your Majestic fireplace. It's great to know your order arrived quickly and that you're happy with how it looks. We truly appreciate your feedback and your business. Enjoy your fireplace, and please don't hesitate to reach out if you ever need anything else!
While it was disappointing that it took a while longer to get the fireplace control / remote equipment than I originally expected, the company was very communicative during the process and customer service very timely addressed an issue with missing control knob
Reply from US Fireplace Store2026-07-01
Thank you for your thoughtful review! We appreciate your patience while your fireplace control and remote equipment was on its way. We're glad our team kept you informed throughout the process and was able to quickly resolve the issue with the missing control knob. It's great to hear you received exactly what you wanted and needed. Thank you for choosing us, and we hope you enjoy your fireplace!
I received very helpful information and assistance when placing my order. I was told how long it would take to receive my items, but they arrived much earlier!
Reply from US Fireplace Store2026-06-23
Thank you for your kind feedback! We're delighted to hear that you found the information and assistance helpful when placing your order. It's also great to know that your items arrived earlier than expected. We appreciate your support and look forward to serving you again in the future.
Thank you for your feedback! We're thrilled to hear that you love the fireplace. We appreciate your support and hope it brings warmth and enjoyment to your space for years to come.
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