They have gone silent for almost a month now....
TL:DR Item wasn't actually in stock as shown on website. Item had to be substituted after waiting 4 months. No communication for the last 4 weeks and now the website isn't loading. My story with Belle Flame begins back in April of 2025. I ordered the Empire St Claire 3000 from their website as it clearly showed that it was in stock, as well as all of the accessories for said fireplace and many chimney parts to go with it. Although shipping for the accessories and chimney parts took longer than advertised on their website, I received all of those within a months time of the original order, however, the fireplace itself had not yet shipped. When I checked in a couple weeks after placing the order, I was told that it actually was not in stock and it would be another 2 weeks until it would ship. I checked in every 2 weeks for almost 4 months and they still didn't have it in stock! We were able to come to a compromise, and in September I was sent a different fireplace and did in fact receive it. Then I began going back and forth every 2 weeks or so to try and get all of the correct accessories up until their last communication on November 11th, exactly 4 weeks ago when they quit communicating altogether. I have written them several times, tried calling several times and left messages on their answering machine, wrote them on social media, tried using their chat service on their website, and after having done all of that, I have not been able to get ahold of anyone nor have I received a response to anything. I am sad to say that I felt comfortable enough doing business with them a second time after having finally received a fireplace from them, so I placed another smaller order at the beginning of November, that now over a month later has still not shipped. To make matters worse, I tried to get on their website today to find that it isn't even there anymore! I wish I knew what was going on, but it doesn't look good for Belle Flame. I'd love to get my products from them, but my faith is gone and since I can't get ahold of anyone with the company, I've reached out to my card services to recoup my losses on this one. To Belle Flame: I really would like my last order if y'all would reach out to me and make this right!