FireplacesDirect

Hi Heber — we’re sorry to hear this. We were in frequent communication after delivery and had a replacement ready within five business days, but a chargeback was filed at that time, which paused the process. After the first dispute was resolved in our favor, you re-engaged and requested a return; however, we were unable to proceed without the required information to schedule pickup. A second chargeback was then filed and also resolved in our favor based on the full order and communication history. – Meg | Spotix Customer Solutions

Hey Mark, Thank you for the feedback. After checking all of our communication we do not see any notice from you requesting cancellation of this order. Did you call and speak to someone, or how did you send us notice? If you do not want these items we would be happy to setup a return for you. Please let us know how we can assist. Best, Vince FireplacesDirect

Hello Kat, Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Susan, Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Susan, Thank you for your review. We're so happy to hear that you're pleased with our service (especially Jon and Nick!), and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Jessica, Thank you for your review. We're so happy to hear that you're pleased with our service (especially Tom!), and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hey Keaton, Thank you for the feedback. We apologize that it was delayed, there was an issue in transit to us from the manufacturer and we shipped it out as soon as we received it. Unfortunately with this manufacturer we are unable to drop ship directly to our customers, and the carrier had a delay in delivering the items to us. Please let us know if there is anything more we can assist you with. Best, Vince FireplacesDirect

Hello, Thank you for your review. We're happy to hear that you're pleased with our service, and our product specialists respond to customers in live chat. Thank you for being our customer. Best, Fireplaces Direct/Spotix Customer Solutions

Hello Dan, Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Good morning Amy, Thank you for the feedback, and we are sorry to hear this. We just sent you an email requesting photos of the damaged log. Please reply to those so that we can get them to our warranty department to assist. Please let us know if you have any other questions, the email will come from [email protected] Best, Vince FireplacesDirect

Hi Danielle, Thanks for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Trevor, Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Joan, Thank you for your review. We're so happy to hear that you're pleased with our service and that we had what you wanted. We thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Ashley, We're sorry about the damage that occurred in transit to you. Thank you for clarifying that it is just the trim piece. We will need the serial number of your unit to get a replacement for you. We asked you for that on 4/8/24, and as soon as we get that from you we can work with the manufacturer. Best, Fireplaces Direct/Spotix Customer Solutions

Hello Jeff, Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Rod, Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! Best, Fireplaces Direct/Spotix Customer Solutions

Hello Will, Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! We appreciate your recommendation, and look forward to working with you again in the future. Best, Fireplaces Direct/Spotix Customer Solutions