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Business Profile

Fireplaces

Ethanol Fireplaces

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplaces.

Complaints

This profile includes complaints for Ethanol Fireplaces's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ethanol Fireplaces has 3 locations, listed below.

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    Customer Complaints Summary

    • 63 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed on: 12/25/2023 Order Number: ******** Price paid: $619.99 Regal Flame *** ** ******* ** Landrum, SC 29356 I never received my order for a Spectrum 50 Inch Modern Linear Electric 3 Sided Wall Mounted Built-in Recessed Fireplace. I have tried on numerous occasions to reach out to this vendor and I have gotten no responses nor feedback. I've tried calling and emailing.

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order number is ********. Regal Flame charged our credit card for two ethanol fireplace log sets, which they continued to backorder. In recent months they stopped taking phone calls, they have not answered emails, nor responded to social media messaging. I requested a refund, or replacement/exchange for their ethanol fuel product (which they have successfully shipped before) instead. Shipping $379 of the fuel product seems to me a reasonable request. Any assistance would be appreciated.

    • Initial Complaint

      Date:01/08/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for a fireplace in November. The item is back ordered and I will be notified with shipping information. I reached out to them by phone, email, their online chat, etc. several times for all communication methods. No reply from them.

    • Initial Complaint

      Date:12/26/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dispute details: On Oct. 14, 2023, I placed an online order with Regal Flame for $639.96 and as of today, Dec. 22, 2023 I still have not received my items and the company is unresponsive. The order receipt states the order was being shipped via FedEx but I never received a tracking number. I reached out to request a tracking number through the contact us form on the company's site but never received a response nor a confirmation that my message was received. I called the company numerous times (10/24/23, 10/27, and 10/30/23) and left voicemails each time. I never received a return call. I filled out the contact form on the company's site again to file a complaint and again never heard back. I paid for the order with my *** **** ***** **** and the transaction was debited from my account on 10/16/23. In November, I filed a dispute with my bank to request a refund, which is still under their investigation with a due date of Jan. 24, 2024. I'm filing this complaint to request your investigation into the company's fraudulent activity of accepting my payment for an order that was not fulfilled and that they have not responded to any of my attempts to find out more information about my order. Since I have an open dispute that my bank is investigating, I'm not currently requesting monetary assistance from the BBB. However, should the company respond to your outreach, I do ultimately want my money refunded, which would allow me to notify my bank that the dispute was resolved. I no longer want the product as I purchased the item from another company at the end of November when it became clear I was not going to receive a response from Regal Flame. I've attached the following items for reference: - Order Receipt from Regal Flame with their contact information, order number, items ordered, and cost. - My phone record from Oct. 8, 2023 to Nov. 7, 2023 showing my attempts to call Regal Flame - The email notification that my order was received.

    • Initial Complaint

      Date:11/17/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered fireplace tabletop have yet to receive have sent numerous emails called and no one answers they should be held accountable and be made to pay back customer

    • Initial Complaint

      Date:11/07/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 27, 2023, I placed an order for 2 tabletop ethanol fireplaces in the color white, and a case of ethanol. Approx a week later, I received something galvanized they do not even sell on their website. I contacted them on numerous occasions via phone, email, and computer and have had no response, have had an email returned to me as "undeliverable" and have been told by their chat bot via chat feature that my order does not exist.

    • Initial Complaint

      Date:11/07/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed an order for a fireplace on 1/18/2022 and was told it was delayed because of shortage from covid19. Now i cant get ahold of anyone and just goes to voice mail when i call. I tried to email them and it says the address is not good anymore. I just want my money back at this point.

    • Initial Complaint

      Date:10/27/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 10.14.2023 I ordered off regalflame.com, order #********. ********** Convert Gel Fuel Cans to Ethanol Cup Burner Insert $29.99 6BFUEL Regal Flame Premium Ventless Bio Ethanol Fireplace Fuel - 6 Quart $49.99 For a total of $79.98 which was promptly paid out of my checking account on 10.16.2023 Today is 10.26.2023 and I have not received any product or correspondence concerning my order despite contacting them by their online contact form once and by phone twice, which goes directly to voicemail. Online chat just says "this did not work" when I give it my order information or try to cancel. I don't see any other way to cancel my order onsite. The website specifies their shipping method as FedEx, but FedEx does not show my order on the list. So it appears I'm out of luck. ??

    • Initial Complaint

      Date:10/12/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 3 items from “EthanolFireplaces” on 10/07/23. I have not received the items and I am unable to track the order because there is no tracking number. They are not answering my emails or phone messages. After reading earlier complaints, I’m certain they are not even a real company.

    • Initial Complaint

      Date:09/18/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Same as everyone else who tried to purchase a bio ethanol fireplace from them... Paid for it on their website believing it was shipping on the date they had listed on their website, then they just kept pushing the date out and not responding to calls, emails or website inquiries. I ordered last November 17th 2022 and haven't gotten so much as a returned email and now when you email them, the email gets rejected as not even being a good email address. This place is a total scam

    Ethanol Fireplaces is NOT a BBB Accredited Business.

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