Complaints

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.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased a fireplace with vent kit from the company April 13. We received an email on April 17th that the vent kit we ordered was not in stock, but a different one that is flexible was. Before confirming that the switch to the in stock item was going to work, we called the business. The call was 46 mins because we kept getting transferred to someone else who still could not help us. Finally, a women who spoke poor English advised that the replacement item would work. Once it finally was received, it did not work at all. When we contacted the company, they have been less than helpful with the return. Accusatory and rude stating since we didnt speak with someone prior to the purchase, they cant help us. We spoke with several people before confirming the Item swap that they initiated due t being out of stock We. Have not been successful with returning the item that they said would work as they are charging us shipping twice and a restocking fee. They are claiming they are US based however their lack of English speaking customer service **** makes me suspicious of that claim.

  Business Response

  Date: 05/02/2025

  Based on the order number in the customer's complaint and the images attached, they placed their order with US Fireplace Store. We are eFireplaceStore. This customer has not done business with us. 

  We respectfully request that this complaint be closed and removed from our store record. 

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a chimney cap/damper with this company. The order was delayed multiple weeks. My item required professional installation. When I called to cancel they informed me I couldnt it was shipped. I had to reschedule my installation and the installer informed me the cap didnt fit my chimney. I then sent a request to make a return and they told me no because its a 30 day return policy. ******. How are you weeks late in your delivery which is ok but then tell me I have 30 days to return?

  Business Response

  Date: 03/25/2025

  We certainly apologize for the inconvenience and the customer's frustration. The customer is correct on the timeline. Their order was placed on 12/27 and their item was not shipped until 1/23. While the delay was inevitable, we did keep the customer updated and informed as to the progress of their shipment. The customer also had every opportunity to cancel their order if the delay was proving to be too great for them. The customer did not request cancellation and accepted the delay. After the order was delivered on 1/23, we did not hear again from the customer until 3/8 advising that the cap was ordered incorrectly and did not fit his application. We have a posted 30 day return policy. Unfortunately, the customer contacted us requesting a return more than 30 days after the product was delivered. We understand the disappointment but we are unable to extend the return policy for this customer.

  Customer Answer

  Date: 03/25/2025

  The merchant is in clear violation of their shipping policy which states any item can take up to 10 business days. My item shipped way over that deadline. This delay caused me to have to reschedule my installer and that didnt happen till March 8. If they were true to their shipping policy I would have had the item on time and therefore would have been able to determine it didnt fit correctly. Its not fair that they u laterally decide which of their policies they want to stand by. A full refund is the only fair resolution the item is brand new and in the box. The shipping policy from their own website  is attached to this response. Thank you.  

  Customer Answer

  Date: 03/25/2025

  The merchant is in clear violation of their shipping policy which states any item can take up to 10 business days. My item shipped way over that deadline. This delay caused me to have to reschedule my installer and that didnt happen till March 8. If they were true to their shipping policy I would have had the item on time and therefore would have been able to determine it didnt fit correctly. Its not fair that they u laterally decide which of their policies they want to stand by. A full refund is the only fair resolution the item is brand new and in the box. The shipping policy from their own website  is attached to this response. Thank you.  

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 mantel from efireplacestore.com. It arrived in a damaged box. I emailed pictures of the damaged box to the seller. I did not open the box because I have leukemia and am in very poor health. When the installer opened the damaged box, the mantel was badly damaged. The seller refused to replace the damaged mantel or refund my money because I didnt immediately open the box which I was physically unable to do due to my illness.

  Business Response

  Date: 02/03/2025

  We sincerely apologize for the damage to the customer's order and the severe inconvenience it has caused. After recent correspondence with the customer, we have agreed to refund him in full for the original purchase price. A full refund has already been issued and confirmed by the customer. Again, we regret the inconvenience but are thankful we could arrive at a satisfactory resolution.

  Customer Answer

  Date: 02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  **** R *****

  *************

  ********, TN 37854

  
  

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a Empire DV 210 wall Furnace on Dec 18 2024. Installed by a professional propane tech. on 12/28/ 2024. Because of holiday week. The tech returned on 1/3/2025 because I was smelling gas. Determined in a phone call with between efireplace tech. ***** and my installing tech that it was a faulty gas valve And i was told that a warrantee part would be sent. After 12 calls on various dates 1/9, 1/13, 1/22, 1/24. After many calls ***** a supervisor even gave his personal # (Which he didn't answer or reply to left messages) Many of these calls were ignored or i was given an excuse as to why the company hadn't gotten the replacement sent. They blamed the manufacture Empire stating the have no control over their honoring the warrantee. After filing a dispute with **** on Friday 1/24. I received an email stating that Empire will ship the valve the second week of February. Coincidence? This is unacceptable. it is at least 8 weeks after I purchased this heater.. I have since purchased another heater from another company. because of the extreme cold temps in **. Could not have my pipes freezing in this Arctic blast. I just want my money back. Thank you

  Customer Answer

  Date: 01/27/2025

  problem reported on 1/3/20/25.  model # DV210SGXLP-2

  Business Response

  Date: 02/03/2025

  We truly apologize for the defective merchandise received by the customer. While we understand that our responses are not deemed sufficient by the customer, they are nonetheless accurate. All warranties must be processed through ******, the company that manufactured the customer's furnace. They have agreed to send the customer a replacement valve but, unfortunately, are unable to send it sooner than the given timetable. We attempted to simply purchase a replacement valve to have shipped directly to the customer but no other sources have the replacement part in stock. Unfortunately, although we would prefer a faster resolution for the customer, we are unable to provide one. We have received notice of the dispute from the customer's financial institution and will be responding to it accordingly. Again, we sincerely apologize for the defect and our inability to provide a faster resolution.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22859339
  
  I am rejecting this response because the companies responses were inadequate, to send form letter emails every Friday. And ignoring phone calls and sending an email stating the empire would ship the replacement part the 2nd week of February. the item was discovered to be defective on 1/3/2024.. That is a six week time frame . Also I am worried that this is not the part that will fix the problem . Then what another 6 week wait to get this unit working. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/13/2025

  We understand the customer's frustration with the manufacturer's lead time. However, as inconvenient as it is, it is completely out of our control. We attempted to source the replacement part from other locations but it was unavailable from all options we had at our disposal. In the case, the part could only come from the factory and the factory sets the lead time for when they can get it shipped. We are unable to flip a switch to make it ship faster. We would certainly do that for all customers if we had the ability. 
  Our weekly updates were not intended to annoy the customer. Our system is set up to routinely check for updates and we pass along whatever information we can to the customer. 
  If we missed a contact from the customer or did not call him back in a timely fashion, that was purely a mistake on our part and should not have happened. Even if we had no update for the customer, we should have called him back to discuss his case's progress. We do sincerely apologize for dropping the ball - it should not have happened.

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  11/8/2024 Purchased Date Order Number ******, $2787.59 (before tax).Unit arrived severely damaged, unable to use safely. I followed the damage claim process and was told i failed to follow the required inspection process that the company's representative told me I had been informed of via a recorded phone call. I requested a copy of the recording as was told that the recording shows I was NOT informed. The company also indicates I was informed via email of the process. I did not receive an email. At no time during the sales or purchase process was i informed of a particular receiving process. I'm requesting either a replacement or a refund and have even offered to drive to company's distribution facility to minimize their shipping cost.

  Business Response

  Date: 11/26/2024

  We sincerely regret the damage to the customer's order and the miscommunication that occurred prior to the order being shipped. Our records indicate that emailed instructions were sent - we're unable to explain why they were not received. Additionally, one of our **** did call the customer to discuss freight delivery but was cut short as the customer needed to end the call. We are very happy to report that we were able to work with the customer and have issued a no charge replacement fireplace to them. The customer's cooperation was truly appreciated. We regret the turbulence but are thankful we were able to work things out with the customer.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 online order for a mantel on 10/19/24 at a cost $1,598.42. The order arrived via curbside delivery service on 10/28/24. The package was carefully inspected and received. There was no apparent damage to the packaging, however, when the package was opened immediately after delivery, the mantel was observed broken in two pieces. I immediately placed a call and the auto attendant directed me to file a warranty claim using the company website. I placed the warranty claim, including a picture of the damage, on 10/28/24 and they denied my claim later that evening stating that I was responsible, citing their policy, and because I signed for the package. I made it clear that the packaging was not damaged and the mantel inside could not be inspected without completely breaking down the palletized order and opening the box, which is not normal practice when receiving a delivery of this type. To date they have not agreed to replace or refund the order so I have disputed the charge with my credit card company.

  Business Response

  Date: 11/14/2024

  We are deeply disappointed and frustrated for the customer due to the way their product was delivered. We are very sympathetic to the customer's loss and the inconvenience experienced. However, as has been explained to the customer, a full refund or replacement would only be an option if the shipment had been fully inspected at time of delivery. It is understandable that the customer would have performed a cursory inspection prior to accepting the shipment. However, as our terms state - which the customer agreed to at time of purchase -
  

  "It is the customer's responsibility to open packages, inspect the contents, and report any damaged or missing items (if any) to the driver upon delivery to ensure insurance coverage. These exceptions MUST be listed on the delivery receipt (this is required in the return/replacement process) or you may refuse the delivery. Once the delivery exceptions are listed on the delivery receipt, our store must be contacted immediately to complete the process.
  
  NOTE: Any damage or shortage not found or noted at time of delivery constitutes concealed freight damage and is the customer's responsibility to pursue resolution with the carrier. Our store is not responsible for freight exceptions found after delivery."

  The customer did not open and fully inspect the delivery. As a result, we are unable to pursue satisfaction with the carrier. As was advised to the customer, they have the option to pursue a claim directly with the carrier or purchase a replacement item at a discount. Again, we are very sorry for the damage and inconvenience. If any additional information is needed, we are happy to provide it.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22492233
  
  I am rejecting this response because:
  

  The package arrived palletized. The product was strapped to the pallet and plastic wrap was wrapped around the entire package and pallet. There was no obvious damage upon inspection, therefore I accepted it. After submitting the order and providing my email address I received multiple emails from efireplace store including many advertisements, however, prior to delivery, I read none with the exception of my order confirmation.  The order confirmation email did not have any of these  receiving terms included. At no time during the ordering process was this overly strict requirement communicated. Ive received hundred of deliveries both personally and professionally. Never have I been required to open a package if it appeared undamaged. Given the condition of the packaging upon receipt and the multiple layers of straps and wrapping I suspect that the  product was broken prior to making its way to the carrier. Additionally, at no point did efireplace store offer to replace the product at a discount. I would not have accepted that resolution anyway, but it goes to show the lengths that this business will go to in order to absolve itself of responsibility for poor customer service. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/18/2024

  The customer states: "At no time during the ordering process was this overly strict requirement communicated." Please find the attached screenshot of our checkout page which include our delivery disclaimer. The customer agreed to these terms prior to completing their order. Additionally, 30 minutes after placing their order, the customer was sent our standard Freight Notice email with a subject line of "How to Receive Your Freight Shipment from eFireplaceStore". Therein, we explain, "Upon delivery of the shipment, it is the customers responsibility to fully open and inspect all packages.". Two additional emails were sent with echoing messages.
  
  It is unclear how the customer was not aware of their responsibility at time of delivery. We definitely are sorry that they chose to not read any of the information provided to them.

  Respectfully, we did our best to educate the customer as much as possible. We truly regret that our attempts failed. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22492233
  
  I am rejecting this response because:
  

  Much of the delivery disclaimer is hidden behind a "read more" button. You can check the accept button with actually reading more.  See attached screenshot of current checkout page. 

  Moreover, the checkout page provided by the business was not my order page. It is a screenshot of what the current checkout page includes. I'm not certain that this disclaimer existed when I placed my original order in October. 

  Also, when I search my emails, the follow up instructions email was sent 2 1/2 hours after the original order email per email screenshot attached with times, not within 1/2 hour as the business suggests.  I did not read this email until after this business referred to it post-delivery and after my warranty claim. 

  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/18/2024

  We can assure you that our check out page has not changed in years. Further, we sincerely apologize for any confusion on our part. Our system indicates the customer's order hit our system at 6:06 PM on 10/19 and the Freight Notice email was sent at 6:31 PM. 

  We are unable to explain the discrepancy in the delivery time of those emails. Similarly, we are unable to accept responsibility for our instructions and disclaimers if they go unread. 

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an Empire propane stove from eFireplace store in October. It stopped working in November. We have been back and forth with customer service for months in the dead of winter with no resolution. Bottom line, I purchased a brand new $3600+ stove that was faulty and neither eFireplace or the manufacturer, Empire, will resolve the issue. Due to the faulty heater, we have experienced frozen water pipes, we have paid $1500+ in HVAC service charges, and spent hundreds of dollars in a hotels due to sub-freezing temperatures. Furthermore, when speaking with customer service, they said would cover labor costs to install new parts, and then went back on their word. Simply put, I have spent upwards of $5000 this winter on a faulty stove from eFireplace and all I want is a refund.

  Business Response

  Date: 02/21/2024

  We are extremely sympathetic to the grueling ordeal the customer has been through. We are actively working with the manufacturer to complete this customer's request for a refund. The customer can expect to receive a pre-paid return shipping label to send back the control valve and rating plate from the stove. Once these items are returned, the customers refund will be completed. Again, we are truly sorry for what the customer has experienced and we are in constant contact with the manufacturer to see the resolution completed.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21316881
  
  I am rejecting this response because we have returned both items that were requested (last Friday) and have not yet received a refund, nor have we had any contact from eFireplace about next steps.

  I would expect more urgency over this three month long ordeal. 

  Sincerely,
  
  *****************************

  Business Response

  Date: 03/09/2024

  The customer has been very patient with us and the manufacturer throughout this ordeal. We did receive confirmation that the return had been completed. We have filed the final paperwork and will reach out to the customer directly in order to issue their refund. Due to the age of their order, we will be unable to refund the original transaction directly. Instead one of our representatives will be reaching out to the customer for their credit card information. We can then process a manual refund transaction to the complete this process for the customer.

• Initial Complaint

  Date:02/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a replacement damper plate for a 36 ****** cast iron damper on December 11th, 2023. I measured the opening incorrectly and needed to return the damper. The item was described as including free shipping, however, this was not true, as the price for shipping and handling was secretly being included in the sale price of the item. When I went to return the item, I was informed that I wouldnt be refunded the price of shipping, $15 or so, and I was going to be charged >$20 for a restocking fee in addition to having to pay my own return shipping. All in all I was going to be out 50% of my purchase price to return an item they were going to sell for full price again. I tried to leave a review on their website, but only positive 5 star reviews were able to process. My 1 star review never loaded. I ended up selling the plate on my own for a smaller loss, but I still needed to find the correct size damper plate. After searching high and low across the interwebs, the only website I could find that had the item in stock was this store. I begrudgingly attempted to purchase the item from them again, but this time I was double charged on my credit card. I notified the company of this error, and they were unable to find that they double charged me in their records. I then reported the transaction to the credit card company and anxiously awaited my new properly fitting damper plate. After waiting a week to be notified that the product shipped, I reached out to efireplacestore to inquire what the issue was. They responded that item is backordered 3 months, while their website still describes the item as being in stock but is now $12 cheaper this week than last. This companys price manipulation is predatory and misrepresentative. They portray all of their products as being on sale and their description of a product as including free shipping is not merely misleading but downright false and lying. My invoice stated that shipping was $0, but they said it was $15

  Business Response

  Date: 02/13/2024

  We understand and sympathize with the customer's frustration. Our policy may appear misleading to a customer that has failed to review it. However, our return policy is conspicuously posted to our website and the details are fully explained. In short, all orders over $99 qualify for free shipping. However, should the customer decide to return the product, they are entitled to a full refund less the original shipping charge on the order and a standard restocking fee. While our customers can enjoy free shipping on their orders, our carriers do still charge for all shipments. In the case of buyers' remorse returns, that charge is deducted from the customer's refund. The customer's order did qualify for $0 shipping but the actual shipment cost was $15.
  
  The customer is correct, when placing his second order, there was an error on our site which resulted in a duplicate transaction being processed. The charge of $132.45 was fully refunded as soon as it was identified Tuesday morning, 2/6/24. Concerning the second order placed by the customer and it's lead time and pricing, it has now been cancelled per the customer's request and was also fully refunded Monday, 2/12/24. It is worth noting that our prices do fluctuate and should the customer have requested a discount to match the new lower price, we would have gladly honored their request.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21280017
  
  I am rejecting this response because:
  The conspicuously displayed free shipping offer displayed at the bottom of the webpage mentions no conditions or terms about the shipping cost being non-refundable. Nor, does it allude to any condition resembling such a term. Also, the company has continued to label the item as in-stock as of 2:38 P.M. today continuing to mislead consumers. 
  Sincerely,
  
  *****************

  Business Response

  Date: 02/21/2024

  The customer may access and review our company policies in their entirety by selecting "Menu" displayed at the top of every single page when viewing our site via mobile, which the customer appears to be doing. There the customer will see all of our policies including both our Free Shipping policy and our Return policy.
  
  The item is question is now displayed as out of stock on our website. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21280017
  
  I am rejecting this response because:
  
  I appreciate efireplace store finally accurately showing the out of stock status of the item. 
  I attempted to find their policies section on the menu drop down. The policies appear under the help tab, perhaps would be more clear if there was a tab labeled policies. 

  From the return policy first paragraph: What is your return policy?
  Your satisfaction is our utmost priority. We will do our best to satisfy your requirements. We offer a 30-*********** Money Back Guarantee return policy. Any unused, resalable merchandise in original condition and in original packaging may be returned for a refund within 30 days of the order date. The returned item must be in the original box with all paperwork. The item must be unused and unopened. We will refund the product price only. Inbound and outbound shipping costs will not be refunded. Orders processed with discounted or free shipping will not have the initial shipping cost refunded. The customer will pay the return shipping cost.

  I maintain that this policy is confusing and contradictory. The policy states that the company will refund product price only, but continues to state that orders placed with discounted of free shipping will not have the initial shipping cost refunded.

  Per my original invoice I received and attached previously, the shipping cost was listed as $0, and the total coat was charged to the item. Logically, I would receive the total amount charged, and not be refunded $0 for shipping. 

   

   

  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This place I ordered a fireplace from sold me a fireplace that I cannot use because the venting is for ****** and not *******. I asked for refund and they are now saying it's special order and will not refund me. I'm stuck with a **** paper weight at this point. I want a refund immediately. I did not special order anything. I did this through the website.

  Business Response

  Date: 01/15/2024

  While we are sympathetic to the customer's plight, we are unable to assist. The customer has filed a complaint against the wrong company. We are eFireplaceStore (*********************************). Per the customer's email attachment, his complaint is with US FireplaceStore (*****************************). We recommend he file a complaint against that company.

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 responded to an ad that said it was from ********** and I purchased a freestanding fireplace for $59 that was supposedly going to be delivered within 3-5 business days. They provided a tracking number.Your order is on the way Hi ***************************** Your order is on the way to you. Track your shipment to see the delivery status.Tracking number Carrier AM106587834CN Sprinter note View Your Order OR Visit Our Store Order Number. LZL-****************** ******************************* Cabinet in White $ ***** * 1 = $ ***** Subtotal: $ ***** Shipping Cost: $ ***** Total Price: $ ***** The picture in the order was for a white one but I ordered brown. After several weekly emails to the showing it hadnt even left ***** when I finally got a response they said it had been delivered. I pointed out that their own tracking shows it never left *****. They also told me **** was the carrier and talk to them but when you click on the tracking button it takes you to a website for m.17track.net not **** tracking. It says the order is for efireplacestore.com but seeing all of these complaints of issues similar to my experience it looks like a scam. At this point I just want my money back unless they can get what I ordered to me in the color I ordered within one calendar week.

  Business Response

  Date: 01/02/2024

  This customer has not done business with our company. It appears the customer has fallen victim to a spoofed, malicious website. Our store is efireplacestore.com and we have no affiliation with any ****************** or outlets. The site the customer interacted with was efireplace.store. efireplace.store has been reported to all major fraud agencies and we are doing all in our power to have this scam site taken down. We highly recommend the customer stop all activity on the credit card they used with this store and pay very close attention to all of their online accounts. Although we would love to be of assistance, as the customer did not order from our company, we are unable to provide any satisfaction in way of product or refund.