eFireplaceStoreReviews 406

This place is a sham> Bought fireplace embers for my gas fireplace I replace them every few years I tried their more expensive platinum embers at a higher price because they said they are superior. Normally bag is about a halg gallon size of embers and the picture they showed online had them covering the whole grate. What I got for 17$ plus 12$ shipping was 1 gram of embers not enough for a candle. Could have been sent in a one stamp envelope. When I called they said I would have to eat shipping both ways and pay 15% restocking fee, DO NOT MAKE THEM SAME MISTAKE I MADE STAY FAR AWAY FROM THESE SCAMMERS

You can't get any more dishonest than this company. First they had no problem taking my $1100. 00 for a fireplace that was ILLEGAL TO SELL in the state of California. Then when I returned it, they claimed that it came in pieces and wasn't packed correctly. Really? I returned one of the two boxes completely unopened and the second was packed exactly the way they sent it to me. It couldn't have been sent any differently! The manager wouldn't even speak with me. I charged it back, and they wrote a letter stating that their items weren't repacked correctly and hence the heavy weight steel grate and logs returned to them in pieces. Wow! Such lies! Again, I never even opened one of the two boxes and that should have been completely obvious to them as the tape was never broken, next, they other box was repacked precisely as they sent it. Finally, UPS would never have taken two large boxes that were smashed and crushed enough to break a heavy metal grate into pieces. Geez! Instead of dealing with UPS it's easier for them to keep my money and lie to my credit card company. If you're wise you'll be wary!

I have the impression that this place is nothing more than a phone operation front that takes orders from it's website and drop ships everything.

I called efireplacestore before I ordered a river rock set to make sure it would replace the log set in my Napoleon XIR4 fireplace. The part was listed on their website under the XIR4 but the part description had a number of models listed but not the XIR4. Before I ordered it on line I decided to call and confirm assuming that a store that specialized in fireplaces and sold the fireplace I owned would have the expertise to know.

Adam H. In sales didn't know and spoke to the 'techs'. They said it was compatible so I ordered it. When it came it obviously was the wrong part. What I received had maybe half the rocks it would take to cover the XIR4. The instruction sheet in the kit showed it was for a 'patio flame' which is a round looking outside fireplace. It made no mention of the XIR4.

When I emailed them to take it back here's the answer I got.

"I do apologize for any miscommunication, however I pulled the recording of our conversation and I was only asked if the MKRY (part number you gave me) was compatible with the XIR4. I asked one of our techs to be sure, and he confirmed that it was compatible. I've attached a snippet of the accessories that are made for the XIR4, which is up to date. If you would like to return this, then it would have to be as a standard return, in which the original outbound shipping fee that we covered will not be refunded, and the manufacturers charge a 15% restocking fee. I will go ahead and request the RMA number needed for returns so you do not have to wait for it."

Then I searched google for the part number and no vendors show this being compatible with my XIR4. I probably could dump the rocks in the fire but that's where the compatibility ends.

Adam has spent the day emailing me back and forth trying to blame me and having me take pictures.

I simply am calling Discover card and having them stop the payment on this transaction.

Believe me, go buy your stuff from Amazon of some reputable vendor. I found a 'real' fireplace distributor that knows the product to get my part from."

I order triple wall pipe from them for my wood stove only to find out it was the wrong sizes. The one pace of pipe had a dent in the side and the middle was a little pushed in. Not thinking anything of it after all i am a single mom putting in wood stove pipe is new to me. Well anyway they sent me the wrong size pipe so spent the $60 to shipped it all back a. A week later then they send me a email saying the one pipe was damged and i would have to eat the money i paid for the pipe and the $60 and the $40 i had to pay back for them to ship it to me. Or i could pay for shipping again to have the pipe sent back to me. I cant understand how this company is still around. I will never refer them to anyone.