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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:12/30/2022

      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.
      I ordered and paid $350 for a fireplace insert in Jan. (2022). Order number: ******** I have contacted Regal Flame multiple times over the last 12 months requesting a status. I received excusses up until June. At that time I was able to use their online inquiry system and it found my order but responded with excusses. As of Nov. I do not even receive a response. The online sytem tells it cannot even find my order. My opinion is that this is a fraudulent company. Beware!

    • Initial Complaint

      Date:12/01/2022

      Type:Billing 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.
      Date - 11/23/2022 Placed order #******** on https://www.regalflame.com/ for a total of $289.00. Received one email detailing the sale with no tracking or delivery information. Since then I have phoned them, sent a message through their website, and emailed them 3 times requesting a refund and to cancel my order...with no response.

    • Initial Complaint

      Date:10/26/2022

      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 a fireplace insert and fuel on May 20,2022 for $578.98. At the time of purchase the item appeared to be in stock. I have emailed the company several times to get a ship date and their reply is always that the item is back ordered 4-5 weeks. It is impossible to speak to a person via phone. After five months I finally asked for a refund. I’ve received no email or phone call from the company confirming my request. The customer service of this company is horrible .

    • Initial Complaint

      Date:10/18/2022

      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.
      Date of Transaction: 2/2/22 Amount Paid: $620.99 Committed to Provide: Spectrum 60-inch Modern Linear Electric 3 Sided Wall Mounted Built-in Recessed Fireplace Nature of Dispute: The item was paid in full on 2/2/22 and was stated online that it would ship within 48 hours. I then received a confirmation email that said the item was back ordered. The delivery date has been pushed back daily. Currently online the company states that a pre order of the same fireplace I purchased would be delivered before my estimated delivery date. I would either like a firm delivery date before December 2022 or I would like to be refunded for the item. Has Business Tried to Resolve: After multiple attempts to contact via chat, email, and phone there has been no attempt to resolve the issue. I have requested to speak to a person numerous times, left multiple voicemails and have never received a call back. The only updates I receive are from an automated online chat that pushes the delivery date back daily. Order Number: ********

    • Initial Complaint

      Date:10/17/2022

      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 purchased an ethanol burner in late September 2021. I was charged and customer service repeatedly told me my item would be shipped soon, it was back ordered, etc. Now, customer service and completely stopped responding. I have never received any product. I am seeking a refund and get no response.

    • Initial Complaint

      Date:10/13/2022

      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 a 3 sided fireplace from this company. After waiting forever, I checked on the status and it said it was on back order and gave me a delivery date of when it would show up.. after that date has come and gone, same thing. I tried contacting them numerous times by phone and by email no response ever..Then finally got an email saying that they were on back order and that i was in que saying i was was 4th in line and was unsure when i would receive it. It said that their were a few models that were readily avail if i wanted to switch my order or cancel it all together.. I tried contacting them numerous times trying to switch to a different model and No response ever. I probably tried at least 20-30 times with no exaggeration. At this point after reding all these similar complaints, I just want an apology and a full refund.. At this point I don't even think the company is legit.. I feel like its just one giant Scam. They have a few different numbers and company names.. So I warn everyone, before you buy look into the company first and read the reviews.

    • Initial Complaint

      Date:10/07/2022

      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.
      Ethanol fireplace order (*** *****) over $249.99 was placed from their ***** ***** website on Nov 28, 2021. At the time of ordering, the item was listed as in stock. Over the next 6 months, there have been several email communications about the delay of shipping the item due to COVID supply chain issues. In May 2022, I decided to cancel the order and the last communication I received from the business on 5/16/2022 was an acknowledgement of the cancellation and the promise to issue a refund within 10 business days. Since then, no refund was issued and no email or voicemail returned. I did try to claw back the funds through my credit card company, but unfortunately, their return window closed as they consider transactions longer than 90 days as settled. I am enclosing the email thread with their Customer Service.

    • Initial Complaint

      Date:09/23/2022

      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 on this company's website (regalflame.com) on 12/2/2021 with order #*****. It was listed as in stock and available at the time of ordering. After not hearing about shipping, I started emailing the company starting 12/14/2021 and was told it would be about 4-5 weeks out. After another 4 weeks passed with no updates, I reached out again and got the same 4-5 weeks out. I continued to check every month and stopped receiving responses after July. I wrote to cancel my order in August but had to send in several inquiries before I received a response 8/29/2022 that they've cancelled my order and that it would take 7-10 business days to receive the refund. It is now 9/22/2022, and I've yet to receive a refund. I've tried recontacting the business by email and phone and have not received any responses (and no one ever picks up the phone).

    • Initial Complaint

      Date:08/31/2022

      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 March 17, 2022, I purchased three items from Regal Flame, aka Ethanol Fireplaces, totaling $359.97. The order was never received, though my credit card was changed on March 20, 2022. I contacted the company, via email, on April 7, 2022, May 16, 2022, June 6, 2022, July 18, 2022 and August 8, 2022. Each email was responded to with the same information that due to the popularity of the items, it would be 4-5 weeks before they were shipped out. (at one point I was told I was 4th in the queue and that it was recommended I keep my spot.) Also, I had heard that stock for most companies was running late due to the shipping delays. Finally, on August 8, 2022, I decided enough was enough and I requested the order be canceled. I got a reply that it would be canceled and a refund issued within 7-10 business days. As of this date, August 31, 2022, no refund has been issued. I have contacted the company three times by email and left a voicemail but have not received a reply. I hope you are able to help me obtain a refund. Thank you for your assistance. ***** *********** ******

    • Initial Complaint

      Date:08/09/2022

      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.
      On 6/18/2022 I made a purchase on the Regal Flame website (order #********) for a globe ball outdoor backyard garden home light fire pit (item # ********). I paid for this order with my Mastercard in the amount of $169.99. I received an order confirmation email from Regal Flame (********regalflame.com) stating that they received my new order. The email also stated that if the item purchased is out of stock, I would receive an additional email with an ETA on when the order would be shipped. I did not receive an email with any kind of update, so I called the number (864-********) listed on the Regal Flame website on 6/24/2022 and left a detailed message. I did not receive a call back or an email, so I called again on 6/27/2022 and left another message. I also reached out to them via email (********regalflame.com) on 6/27/2022 asking for an update on my order. I received an email response stating that the item I ordered is currently sold out and is expected to restock in 4-5 weeks. I responded via email the same day and asked for a full refund. On 6/28/2022 Regal Flame responded and said the order was cancelled, they notified their accounting team, and the refund could take 7-10 business days to post. On 7/15/2022 I emailed Regal Flame that it had been more than 10 business days and my refund was still not posted to my account. No response from Regal Flame so I emailed them again on 7/19/2022 about not receiving a response or a refund yet. No response from Regal Flame so I emailed them again on 7/22/2022 for an update on my refund and told them that I would be contacting the Better Business Bureau. Still no response from Regal Flame and still no refund from Regal Flame as of 8/9/2022. Horrible customer service from this company! They took my money and could not provide the product to me in a timely fashion and never gave me a refund when I cancelled the order!

    Ethanol Fireplaces is NOT a BBB Accredited Business.

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