Nothing Shipped, No Refund, and No Customer Support
I placed an online order for a tankless water heater with Belle Flame for $2,013.14 on 8/21/2025. After contacting them for an update, I was told that it would ship on 9/08/25. After checking with them again on 9/10/25, I was told it would now ship on 9/23/25. They tried to offer me an inferior water heater as a substitute. I then checked with them again on 9/23/25 after not receiving the order or hearing from them. They did not respond. I contacted them again on 9/30/25 and asked to cancel the order. They responded on 9/30/25 to say that the order would be canceled. I received the cancellation notice via email that day, which also stated that my payment had been refunded. After not receiving the refund, I contacted them again on 10/8/25 to ask when the refund would be processed. They responded on 10/9, stating that they sent a confirmation of the cancellation. I let them know I had received the notice but had not received the refund. After not hearing from them yet again, I contacted them on 10/13/25 to let them know that I've reached the limit of my patience. They responded that day, stating, "We apologise for the inconvenience. Recently we have changed our payment merchant for which some of the refund are going through. But we have already refunded this from ours end. If you contact with the bank and address the issues to them, it will be fixed." I have filed a dispute with my bank and with the Georgia Attorney General's Consumer Protection Division, but have yet to receive any refund or further response from Belle Flame. It is now Nov. 3rd! Shop at your own risk!!