eFireplaceStoreReviews 406

I had purchased an 18 year old Majestic vent free never installed gas fireplace. I installed it in November along with a blower kit but no thermostat but I decided to simplify things and get one. I went on eFirePlace.com which had numerous ones to choose from and I definitely picked a great one. So simple to install with two mounting options. It had a great price and came within 3 to 4 days regular shipping and they sent me an email with a site to get installation instructions the next day after I had ordered it. One of the easiest projects I've done in a long time and I'm 70 years old, thanks! R. Jones Also a great price

They are very quick to give advice but that does not mean the will ship what you order. I ordered chimmey pipe and the increased lenght of one section making chimmey to tall. Returns are a unforgatable night mare. Force you to pay return shipping and tell you a go idea ti insure. Then tell you no credit damaged in return. Will not allow shipper any photos or a place to inspect. These peple ar just drop shippers and do not want ANY returns
They are the lowest of any company I have ever purchaced on-lin

Researched info on U Tube first to see if I was capable of installing Refractory Panels on my own. Called efireplace Store and reviewed information on their internet website. Tech was patient, knowledgeable and very helpful, did not make you feel rushed and felt at ease asking whatever question needed to make sure you were buying the right product. Product was delivered almost immediately. Instruction on how to cure the product once installed were posted on the efireplace store website. Only one complaint which I hope will be corrected for future customers. The product was advertised as free delivery. However, upon almost completing the order, the tech advised me that Fed Ex would charge me roughly 165.00 to use the lift gate on their truck in order to deliver the product to the end of my driveway only. I was shocked to say the least. I can pay 65.00 in advance and avoid the 165.00 additional bill. The freight weight on the product was 300 lbs. I of course felt this was unfair to any customer. I politely protested but in the end thought it best to pay the extra 65.00 on a so called free delivery order. Free delivery should be free delivery. Happy holidays everyone.

I previously gave this company 5 stars for the selection and ordering ease... but I was too quick to judge. Several of the gas logs arrived damaged. We contacted the company and were met with poor customer service. They required photos of the damaged items, as well as documentation they likely already had on file. We submitted the items multiple times... each time to a representative that had no idea that we had submitted the items previously. After over 3 months, the broken items have yet to be replaced. Clearly a middleman company that drop ships product with no desire or ability to provide adequate customer service for follow on issues

"After purchasing a Fireplace and accessories that totaled over 3,600 dollars. Two items totaling $390 dollars arrived broken. After many emails and phone calls I finally got a $225 dollar refund on $390 dollars of broken merchandise. I am now waiting on getting the parts to complete the install that I had to purchase for $390. I am having to email to find out why nothing has shipped. The amount of frustration dealing with this company is horrible. I would never shop here again. I feel completely ripped off. I wanted to warn other shoppers so they can avoid getting ripped off. "

I ordered fireplace tools and received a fireplace hearth rug. The numbers of the items were similar but there was a huge weight difference (shouldnt have happened). They had me file a claim with photos and I received the tool set a few days later. I had to return the rug via UPS which was a hassle as I live in a rural area not near UPS. The tool set also had an imperfection on it but I kept it rather than deal with another return or exchange. Price was the best by far. Too bad order experience was flawed.

EFireplace researched to find the part we needed to replace a 1980s cap that disappeared in Hurricane Irma. Then they matched competitor's price and very very quickly delivered the part to Florida after our order from Wisconsin. The delivery tracking was excellent and notification of completed delivery to an address 1500 miles from our home was especially appreciated. A great experience with many helpful staff. Would recommend wholeheartedly.