US Fireplace Store

Thank you for your kind feedback! We’re very happy to hear that your items arrived safely and in pristine condition. We truly appreciate your support and look forward to assisting you again in the future.

We sincerely apologize for the frustration and disappointment caused by this order. Unfortunately, due to unforeseen circumstances with the manufacturer discontinuing production, we were unable to fulfill the fireplace portion of the order as originally expected. Please note that estimated lead times, product references, and features may vary depending on manufacturer availability and production status. All arrangements regarding the estimated lead time, separate shipment of the pipe components, and order expectations were discussed before placing the order. A full refund has been issued for all undelivered items. Regarding the stainless steel pipe components, these were shipped in August 2025 at your request to be delivered separately and ahead of the fireplace, for which we have supporting documentation. As these items were successfully delivered and are now outside of our return eligibility period, we are unable to issue an additional refund in accordance with our return policy. We understand this situation has been extremely frustrating, and we regret that the experience did not meet expectations. We appreciate your feedback and sincerely apologize again for the inconvenience caused.

Thank you for your kind words! We truly appreciate your feedback and are glad to hear that you were satisfied with our service, communication, and pricing. It was a pleasure assisting you, and we look forward to serving you again in the future!

We sincerely apologize for the delay and frustration you experienced while trying to get an update on your shipment. We understand how important it was for you to receive accurate delivery information, especially since you informed us that you would be out of town. We regret that we were unable to provide the level of communication and service you expected. Your feedback is very important to us, and we will use it to improve our coordination and customer support moving forward. Thank you for bringing this to our attention, and we truly apologize again for the inconvenience.

Thank you for your feedback! We’re glad to hear you’re enjoying the fireplace and that the installation process was easy. It’s great to know the blower is working wonderfully and that the fireplace looks great in your space. We truly appreciate your support!

Thank you for sharing your experience! We’re glad to hear the ordering process was easy and that our representative was helpful throughout the delivery process. We completely understand that your project is still in progress, and we appreciate you keeping us updated. We look forward to hearing your feedback once everything is installed. Thank you again for your support!

Thank you for your feedback! We’re glad to hear the process was quick and effective. It’s especially great to know your customer was happy; that’s what matters most. We truly appreciate your trust and look forward to assisting you again on future orders. Thank you!

Thank you for your feedback and for sharing your experience. We’re glad to hear the fire table looks great and is working well on your rooftop deck. We sincerely apologize for the disappointment regarding the wind guard configuration. We understand your concerns, especially given the investment made in this project. As discussed prior to processing the order, this was confirmed as a special-order item. While special-order items are subject to manufacturer return restrictions, our shipping and return policy is also posted on our website. We always want our customers to feel fully informed and supported throughout the process. We also appreciate your feedback regarding the product description and expectations, and we will take note of it moving forward. Thank you again for your business and for taking the time to share your experience.

We take pride in maintaining a service-oriented culture by providing tailored solutions, prompt delivery, and products that meet customer expectations. Thank you for your trust and support.

Thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating it can be to receive a damaged item. However, we would like to clarify that our store is separate from other retailers, including Amazon, and we strive to provide prompt assistance and support to all of our customers. Shipping damage can occasionally occur in transit, but we always encourage customers to contact us directly so we can work toward a resolution. Please reach out to us with your order information so we can review the situation further.

We’re sorry to hear that your experience did not meet expectations. We take all feedback seriously and would appreciate the opportunity to understand what went wrong and how we can make it right. Please feel free to reach out to us directly so we can assist you further.

Thank you for your feedback! We’re glad to hear you found the product information helpful and had a positive experience with our customer service. We truly appreciate your support and look forward to serving you again.

Thank you for your thoughtful feedback! We’re delighted to hear the firepit exceeded your expectations and that it was the perfect fit for your model home project. It’s great to know the 60" size worked well for your needs and that the packaging and delivery met your expectations. We truly appreciate your trust and look forward to working with you again on future projects.

Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration. We want to clarify that this matter is already being actively handled by our team, and we are closely monitoring the situation to ensure it is resolved as quickly as possible. We are in ongoing communication regarding the missing parts and are working toward a proper resolution. We take these concerns seriously and appreciate your patience while we work through this with you.

Thank you for your wonderful feedback! We’re glad to hear our team was able to assist you promptly and provide helpful guidance on your fireplace and accessories. It’s great to know the fast shipping helped you stay on schedule for your remodel, and that you found value in our pricing as well. We truly appreciate your support and look forward to serving you again in the future.

Thank you for your feedback! We’re glad to hear our team was able to assist you with your questions and support you in completing your project. It’s great to know you were satisfied with both the product and our service. We truly appreciate your recommendation and look forward to working with you again in the future.

Thank you for your feedback! We’re glad we could assist you in finding the 10" stove pipe for your forge and provide clear, timely answers to your questions. It’s great to hear you had a positive experience working with our team. We appreciate your support and look forward to helping you again in the future.

Thank you for your detailed feedback. We’re glad to hear the fireplace doors arrived well packaged and that you are happy with how they look on your fireplace. We’re sorry to hear about the communication challenges and the inconvenience regarding the mesh curtain. We understand how important it is for all components to be clear at the time of ordering, and we appreciate you bringing this to our attention. Regarding shipping, we would like to clarify that any additional shipping charges are not mandatory and are only offered as an option for customers who choose to proceed under special circumstances. We appreciate your patience throughout the process and your feedback, which helps us improve our service and communication.

Thank you for your feedback! We’re glad you had a positive experience. Your feedback encourages us to continue providing excellent service.

Thank you for your feedback. We appreciate you taking the time to share your experience. Your input helps us improve, and we remain committed to doing better.