US Fireplace Store

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.

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.

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!

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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!

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!

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.