Poor communication
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 dealing with Chinese folks. This leads me to strongly suspect I was dealing with Chinese customer service people, not US based folks. They never address you question but assure you everything is well and you are there #1 customer etc. It took two weeks before my order was shipped even though they were in stock. In the end it arrived but only after much heartache. Buyer beware!