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:12/21/2023

  Type:Service or Repair 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.

  Purchased speed control draft switch on 12/21/22 Filed a warranty claim on 11/1/2023. Took two months to get troubleshooting done emails back and forth with no result. Till 12/21/2023. We asked for a refund and was told they will not refund, since it was purchased in 2022. The unit stopped working 10 months after being put in service and the product was faulty from manufacturer, nothing that we did. We have already lost the Client from taking so long with claim process, we do not need the part any more. We have lost thousands on this already just in the job and paying tech. Also a commercial client we could of work for in the future.

  Business Response

  Date: 12/23/2023

  We could not be more sympathetic to the customer's concern. Defective merchandise is an unfortunate reality that our manufacturer's do their best to resolve. Upon reviewing the customer's claim, the customer did indeed originally reach out on 11/1. From there, our in house technician provided preliminary troubleshooting and our first report to the manufacturer was filed on 11/6.
  On 11/13, the manufacturer requested more on-site information. As the customer had direct access to the product and the manufacturer was the source of the item, we were advised to encourage the customer work directly with the manufacturer. We passed this message to the customer and waited for their response.
  On 12/6, we received word back that this had been completed and the manufacturer wanted the item back for in-house testing and finalization of the claim. The customer returned the unit to the manufacturer on 12/15 and it was deemed defective and worthy of replacement on 12/20.

  Of course, we wish this entire process could have been more immediate but as the product is covered by the manufacturer's warranty, we are bound to their protocol. Further, while we understand the customer's request for a refund instead of replacement, as the product had been in use for nearly a year, the manufacturer's policy was to offer only a replacement instead of a refund. Being only the retailer, we have no control over how the manufacturer fulfils their claims. 

  The manufacturer deemed the unit defective on 12/20 and shipped a replacement immediately. This replacement was delivered on 12/22. This issue has been resolved within the parameters of the manufacturer's warranty.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21041657
  
  I am rejecting this response because: I did not buy the unit from anyone else but efireplace. So, I am asking them efireplace to please issue ** a full refund on a part that they sold use. The refund could help out this small business from the large loss we have suffered.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/23/2024

  We fully understand the customer's complaint and their position. However, as a solution has already been provided by the manufacturer and a replacement has already been delivered, we are unable to provide a refund to the customer. The customer is correct that they purchased the item from our store. But, as a retailer, we rely on the manufacturers of the items we carry to set the terms and details of their warranties. It is a manufacturer's warranty, after all, and our recourse is to facilitate the terms of the warranty they have provided. 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21041657
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/24/2024

   
  

  If you purchase something from a company that is faulty. You should be able to return the item for a full refund. Anywhere else you purchase something, and it isn't correct you get the option of a full refund. We lost business

  and a lot of money due to this issue. We no longer need the part cause the client dropped us, to no fault of yours. They sold a defective part and took months to correct it. You would think That warrants a full refund.

  
  

  
  

  Business Response

  Date: 01/24/2024

  The customer has a valid point. However, in this case, with an item that has been installed and in use for 8 months, the option to return for refund is not available. Again, the decision lies with the issuer of the warranty, Enervex, the manufacturer, and in this case they have provided a replacement of the defective item. We are sympathetic to the customer's plight and are very sorry for the loss of business. However, the manufacturer's claims process and the outcome with this customer's client are beyond our control.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21041657
  
  I am rejecting this response because: The product I have sitting in my office now, is a brand new item, box is still manufacture sealed. Yes it is a replacement, but it is resaleable. Why can't I get a full refund? 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2024

  I must apologize to the customer. My indication was that the manufacturer provided only replacement parts, not a full item replacement. If the customer is in possession of a completely new, unused Enervex ADC 100. They may return it to ** for a refund. 

  The customer may return to the following address:
  eFireplaceStore.com
  RMA 610696-23154
  ***************************************************************************

  We appreciate the additional information from the customer and their understanding.

  Customer Answer

  Date: 02/12/2024

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

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

  *******, ** 27549

  
  

• Initial Complaint

  Date:12/21/2023

  Type:Billing 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 made a standard online order, and they demanded excessive personal and confidential information that is not ever required to make an online e purchase. I called customer service and got the runaround. I tried to cancel my order, she said she would place a ticket request, I insisted on complete cancellation. I have since gotten further requests for privileged information on a credit authorization form which appears to me to be a phishing trip for possible fraudulent purposes.I tried to cancel online, it is not possible. Deceit and trickery from this company.BBB should not be endorsing them.

  Business Response

  Date: 12/21/2023

  We sincerely apologize for any inconvenience or perceived deceit. The customer's online order was received by our store on 12/18. While the customer's AVS transaction result was good. The order registered a fraud score of 95.06 out of 100. When an order scores this high on our fraud scale, we take every precaution to ensure that is legitimate and to protect the actual cardholder. We certainly understand if our methods were too intensive for the customer. Per the customer's request. we have fully canceled the order and refunded all funds. The customer's preference to cancel the order are respected and we were happy to oblige.

• Initial Complaint

  Date:11/27/2023

  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 am unable to get ahold of the company as they have no contact information. I paid $59.00 for a tv stand/electric fireplace. It was purchased on 11/13/2023 and it said 3 to 5 days Shipping. I have not heard from them or received it. Even though the tracker says shipped.Sincerely, ***********************************

  Business Response

  Date: 12/02/2023

  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. 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. As the customer did not order from our company, we are unable to provide any satisfaction in way of product or refund. 

• Initial Complaint

  Date:11/21/2023

  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 a fireplace trim kit two months ago. I asked for shipping and tracking information which I did not receive. I have emailed 7 times, left 3 voicemail messages over past 2 months since purchase. I received one response about a month ago saying they would look into it and provide update. Since then I have sent 3 more emails and 2 more voicemail, all unanswered. I am absolutely beyond frustrated as my renovation has been on hold and entire living room and main floor waiting on this product.

  Business Response

  Date: 12/02/2023

  We truly apologize for any lack of service from our customer service department. I would be more than happy to research this customer's complaint. However, I have searched our records with the information provided and I have been unable to locate this customer's order. Or, any communication at all from this customer. If the customer could please respond and provide an order number, I will research the issue immediately. 

• Initial Complaint

  Date:11/03/2023

  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 purchased 7 Hessaire ********** systems from eFireplace.com 10 months ago. Three of the heat pumps went back in two weeks. It took 2 months to get them replaced.After replacing them, in 7 days two motherboards needed to be replaced. Took 6 weeks to get the replacement motherboards. I couldn't find a technician willing to replace the mother boards so I requested new heat pumps. That was 8 months agos.Since them eFireplace has pawned me off on the manufacturer, then the shipper, back to the manufacturer. I finally escalated to management at Hessaire who them pushed me back to eFireplace. Last week I called everyday to make arrangements to pick up the heat pumps in *******. *****, the general manager convinced me not to, he assured me the units would arrive on 10/31.Needless to say, they have not arrived. After speaking with ***** he has no idea when they will arrive. Maybe next Wednesday, maybe next Friday.I asked for a refund and of course he is making it nearly impossible to get one.

  Business Response

  Date: 11/08/2023

  We absolutely regret the difficulties the customer has had with the units purchased. They are correct that we fulfilled replacement claims to the manufacturer for them and ultimately referred them directly to the manufacturer. Occasionally, this is the best course of action as the customer then can have direct communication with the entity fulfilling their warranty request. We stopped having contact with the customer in the spring of ********************************************************************************************************************** the conversation.

  After no updates from the manufacturer or the customer, we received word from Hessaire in mid-October. The customer had been back in contact with them and they were requesting our assistance in contacting her and arranging for replacement units. We made contact with the customer and a replacement order was placed. Originally, the customer had planned to pick up the replacements herself and drive them from the factory to her location. In one of our last conversations, the customer was very dissatisfied with having to pay a driver and rent a truck to perform this pick up. We offered to ship these units for her having received a delivery estimate from her local terminal of 10/31.

  Adding difficulty to this customer's case is her very remote location. Our shipping company only makes periodic deliveries to her area. The customer replacement order was shipped and was on time to make the transfer to the departing truck for delivery on 10/31. Unfortunately, the shipment was delayed and it arrived too late to make the delivery truck. A request for refund was not made until the replacement order had already departed. The customer was advised a refund could only be pursued if the units from her order were able to be returned. The carrier has since had enough demand to make another run to the delivery area and the customer's replacements were delivered on 11/7. 

  We fully understand the customer's frustration and are happy to continue to support her as needed. We will be reaching out to her directly to arrange for pickup and return of the defective units once they are able to be replaced.

• Initial Complaint

  Date:10/30/2023

  Type:Delivery 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 bought a wood stove and electric fireplace from eFireplace and was completely mislead. I worked with a customer service rep to pick out a wood stove. Unfortunately, after the stove was ordered I learned from my builder that the wrong design was ordered (I needed an insert instead if free-standing). I called the sales team back and explained, to which they said since the stove was not delivered yet there was no issue getting the stove re-routed back so the correct model could be swapped out. I would be charged a small re-stocking fee but nothing big. Keep in mind - I had not accepted delivery and taken possession of the stove, it was still in transit and in possession of the carrier.eFireplace contacted the carrier and had the stove re-routed back to them and said they would process my refund as as it arrived and asked me to order the new stove. I said I would order the new model as soon as I could confirm the size I needed. Thank goodness I didn't order before I got my "refund."I called back a few days later asking for a status update and was told by a sales manager that they got the stove back from the carrier, but that they were charging me a shipping fee for delivery to me (again never delivered to me), AND shipping back to them (again, I never took possession of the stove) AND a restocking fee. The total cost of the stove I initially paid was $1690, and they were charging me a total of over $1400! Oh, and note the initial order also had free shipping so there is NO documentation on this shipping cost they are charging. After complaining a customer service rep called and offered to wave their restocking fee, but said they were still charging me over $1200 in shipping costs. And referenced a small clause in their return policy as justification. I am not sure how it is legal to charge someone an undisclosed shipping fee. I was mislead by their sales team and not told I would be charged ANY shipping cost on return. This is criminal.

  Business Response

  Date: 11/06/2023

  We sincerely apologize for the disappointing service experienced by the customer. The customer did call our facility on 9/25/23, after placing his original order on 9/13/23. The customer advised our rep that he'd discovered that the appliance ordered was incorrect for his application. The rep advised the customer that he could simply refuse the shipment to initiate the return process. The customer did ask if a refund would be issued to the original payment method. Which the rep confirmed advising the refund would be issued "less a reconsignment fee and a restocking fee". The rep did not indicate to the amounts of these fees and the customer did not inquire about their total. The amounts were not described as the rep would not have had these figures at the time of the call. 
  

  Our posted return policy mentions the following, "If you refuse delivery, we will refund the item cost minus all associated shipping fees. If free shipping or discounted shipping was applied to the order, all of the shipping costs (inbound and outbound) will be deducted from the refunded amount."

  In this customer's case, the shipping rate to where the freight was stopped and returned was $608.45. The cost to send the freight back to our manufacturer's warehouse from that point was $573.11. Our manufacturer also charges a restocking fee which in this case would be $259.56. These amounts are not arrived upon at random and are the actual costs assessed by the carrier and our warehouse. As a courtesy, we did agree to absorb the restocking fee of $259.56. 

  We are certainly sympathetic to the customer's complaint and understand how these shipping charges would be of concern. It is worth mentioning that had the customer not refused the shipment to return on our account, the return cost would have been much more than the amount charged. The appliance ordered was inappropriate for the customer and per the customer's comments needed to be sent back. Our representative provided the best advice about how to go about achieving that request by the customer. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20800932
  
  I am rejecting this response because: 

  I was told by ******* that a restocking fee would apply but was not told that both shipping back and the free shipping to me would be charged. 
  
  Had I been told I would have taken delivery and sold the unit myself to regain the cost. Instead, I was told a minor restocking fee would apply and encourage to reroute back.

  Multiple employees I spoke with at the company were both shocked and dismayed when I told them of the situation and promised to elevate this to management. 
  
  This business practice is misleading, it appears even to their own staff, and extremely unethical. 

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

  Business Response

  Date: 11/10/2023

  The customer's assertion that our representative described the deduction as a small or minor fee is misplaced. The customer was advised there would be a restocking fee and a reconsignment fee. At no time were these described as minor fees.

  If the customer was encouraged to reroute the shipment, it is only because he called in advising the item was incorrect and wanted to stop or cancel it. Our representative provided a solution based upon the customer's request.

  We certainly apologize for the exorbitant rate assessed by the freight carrier. These rates are completely out of our control. The customer's complaint that our practice is misleading suggest that we are profiting somehow from this policy. Of course, this is not true. We are only making the customer responsible for the shipping fees associated with an order that they have requested to cancel and return.

  An item was ordered in error and was requested to be returned. This request was fulfilled per the policies and procedures posted to our site. 

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20800932
  
  I am rejecting this response because:
  

  I was told to re-route the item back with no indication that an exorbitant fee would be charged. Not only for shipping back and a restocking fee, but an additional charge for the free shipping out to me. 
  

  If this is common practice for the business, why did the sales associate not notify the customer that such a substantial fee would be charged? Instead I was told to re-route and encourage to place another order. Thank goodness I didnt. This is misleading to the customer. Especially since the shipping fees charged were never documented in the initial order process and no documentation of the shipping fees were ever sent.  
  

  Clearly the business in question does not have their customers best interests in mind or else it would be standard procedure to notify customers that they will be charged the vast majority of their total order cost in fees to exchange the item. 
  

  Moreover, one cannot help but notice that there is no place to leave a public review other than the BBB to warn future customers. I would guess because this is not an uncommon occurrence with them. 
  

  This business practice is shady at best and should not be tolerated or supported. 

  Regards,

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

  Business Response

  Date: 12/12/2023

  We understand the customer's position and remain sympathetic to his plight. Although we believe the customer was provided as much information as was available at the time of his call and his request to cancel the order, we are happy to make an exception. We are willing to split the remaining deduction with the customer and cover one of the freight charges. We can issue another refund to the customer in the amount of $590.78. We are happy to extend this to the customer. However, this will be our final refund on this transaction. 

  Customer Answer

  Date: 12/15/2023

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

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

  -, OR 97132

  
  

• Initial Complaint

  Date:09/14/2023

  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.

  We purchased a log burner. *********************** deemed the burner to be defective (and were burned in the process). We shipped it back for a refund. After several weeks, the business informed us that they shipped the unit to the manufacturer, who said we were wrong and the burner was in good working condition. As a result, the company refused a refund and shipped the unit back to us, despite us having long since replacing the unit. in order to finish the house. They are totally unresponsive to our questions on how to mitigate damages on (sell) this unit. We are contemplating filing suit against them.

  Business Response

  Date: 10/27/2023

  We are truly sympathetic to the customer's frustration and the issues they have experienced. The customer originally purchased this log set from ** in December of 2022. When they reported an issue with the operation of the burner assembly, they were provided a shipping label to send the unit back to *********************, the manufacturer, for testing. The manufacturer received the unit and tested it in their facility. Upon thorough testing, the manufacturer could not deem the unit defective and provided the following report.

  "We received and tested/checked the item you sent back with RMA #***** For dealer: EFireplace Store. The test report states:It appears no vermiculite was used in the setup of the burner. The vermiculite was still in the burner box unopen. If the burner is not set up as to the instructions with the vermiculite the propane gas can pool inside the fireplace during the lighting sequence. When the pooling gas ignites it can produce a large flame. When tested set up as to the instructions the burner lit and functioned properly. The unit operated properly when tested in our facility."

  As the manufacturer found the unit to be free of defect and identified the issue as incorrect installation, the claim was denied and the unit was returned to the customer. Going over the customer's record in our system, I do not show that they have been in contact with us in the past three months. Regarding the customer's comment about selling the product, that is something they would be in complete control of and would pursue locally. The customer is welcome to email us ************************** or call ***************) if they have specific questions about the product.

• Initial Complaint

  Date:06/27/2023

  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 order for two fireplace screens on June 1 (order: ******). Each retailed for $1100. After a great deal of delay, we received them several weeks later and they were shipped via ***** freight on a large pallet and left on our walkway. We opened them and noted that one of the screens was damaged to the point of not being usable the entire corner was smashed in of the product and there was some crumpling to the box. This was not visible while in the Saran Wrap for the pallet. We noticed the box for the screen also included someone elses address on it and a ship / manufacture date of October. We placed the order in June. I contacted the company and they noted they were trying to contact the shipper for the fees. I noted to them I dont think it was a shipment issue this happened at distribution or factory. However they have now decided to deny the replacement or refund and instead would like to take MORE of our money by offering us a discount. This isnt acceptable nor is it a credible or reputable way to handle business. Im deeply disappointed.

  Customer Answer

  Date: 06/29/2023

  Copies of communication

  Customer Answer

  Date: 06/29/2023

  Communication and receipts 

  Business Response

  Date: 06/29/2023

  We sincerely regret the damage and inconvenience experienced by the customer. When completing their order on our site, the customer accepted our freight disclaimer which indicates the following terms.
  
  "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."

  After the order was placed and once shipped, the customer was sent additional messages reminding them of their responsibility at time of delivery and the necessity to inspect their shipment0. Instead of being present for delivery and inspecting the freight, the customer chose to waive their rights to inspection and requested the carrier drop the shipment without the customer being present. In these occurrences, the customer accepts all responsibility for the delivery in whatever condition it happens to be in. 

  As described by the customer and illustrated in their images, the shipping carton received damage to one end. The damage to the box aligns perfectly with the damage to the product. Unfortunately, because the customer selected driver release - or delivery without inspection - the delivering carrier is completely absolved of any responsibility and there is no option to file a claim for replacement. 
  
  While this customer's case is highly unprofessional, it is not unheard of for a returned product to be reshipped to a future customer. Our warehouse performs a complete inspection when an item is returned and only new, undamaged items are returned to stock. Normally, all documentation of the previous sale are removed from the item and it is confirmed to be in new condition before it is restocked. That apparently did not happen in this case. Again, we acknowledge how disappointing and unprofessional this particular experience was for the customer. If the customer would be kind enough to reply with a photo of the October order's details, we'd be more than happy to address this with our warehouse and pursue additional satisfaction on their behalf.

  The customer is welcome to reply to this case with those images or they can send them in response to any of our prior communication. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20246144
  
  I am rejecting this response due to inaccuracies and falsehoods as on the website the provider states "We offer brand new merchandise at extremely low prices and believe you will find our customer service is second to none. We take pride in our quality products and service."

  The item shipped to us clearly was not brand new as it showed another person's information -- meaning the merchandise was not new to us -- it was a resale or refurbish where quality control was not instituted.

  Per the company's message, "the customer was sent additional messages reminding them of their responsibility at time of delivery and the necessity to inspect their shipment". -- this is inaccurate. I was advised a shipment would be left, that I did not need to sign as they would simply leave it on our porch. If you view the photographs of the pallet, there is no damage to the pallet or the wrap. It's also worth noting that a SECOND screen was included in the order, and there was NO damage to this unit -- which confirms the fact that this likely did NOT happen in transit, but at the supplier. 

  Please resolve --my next step is to resolve this and dispute with my credit card for failure to deliver agreed upon merchandise. 

  Additionally, per your site: "Damaged Items: If your shipment is received damaged, a claim must be made within 3 days of receipt. Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement (whatever the customer decides)." -- this is EXACTLY what I did -- yet you are failing to honor your statements and policies (**************************************************************************) as I have clearly stated that I'd like a replacement. 

  The honest and reputable thing to do here is to replace the item or offer a refund. We are happy to ship it back -- at your cost-- and find an alternate supplier as your ability to honor your own policies seems to be clearly lacking. 

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

  Customer Answer

  Date: 06/29/2023

  Attaching pics of the inner box that was clearly re-shipped and damaged. This includes the information of whomever purchased the item previously. 

  Its worth noting that the screen was packaged in two boxes -- the outerbox was in tact, and strapped. The inner box is what had damage, the address of someone else, and was NOT strapped -- and clearly had been opened before as there was duct tape on the box as well. 
  

   

  Business Response

  Date: 07/11/2023

  We very much appreciate this additional information. We are also grateful for the opportunity to resolve this issue for the customer. A new, no charge door and screen has been ordered for the customer. We are simply waiting on the manufacturer to complete the order. Once the replacement has shipped, we will forward along tracking information to the customer. We thank the customer for their patience throughout this process. 

  Customer Answer

  Date: 07/18/2023

  At this time no replacement has been made or shipped. No tracking information or additional details have been provided. 
  

  this is not resolved to date. 

• Initial Complaint

  Date:05/24/2023

  Type:Order 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 propane fireplace online with this company in April. In May I let them know the item arrived damaged and asked for replacement parts. They are refusing to send said parts because they specifically state someone must be present to accept or refuse delivery after inspection. My contractor could not inspect it because the item was delivered to my 73 year old special needs Uncles home and he and his 75 year old contractor both had COVID. Once they were COVID free, he did inspect it and we reached out and let them know about defects. I have sent emails and talked on the phone ad nauseum w/ no resolution whatsoever. They are only agreeing to send touch up paint!!! I spent approx $6,500 on this.

  Business Response

  Date: 06/15/2023

  We sincerely regret the damage to the customer's stove. In the air of transparency, the stove was purchased for just shy of $2,400 - much less than the mentioned $6,500. Regarding delivery, the customer was made well aware of their responsibility at time of delivery. If the customer was not able to perform a complete inspection of the delivery, someone else could have been appointed with that task. We are very sorry to hear of the health concerns the customer's family has endured. However, regardless of illness, freight shipments must be inspected upon delivery. If the residents at the delivery address were unable to complete an adequate inspection, the delivery could have been made to another address. The product was clearly damaged in transit but the freight carrier will not accept liability for this damage without an adequate inspection and notation of damage. Again, the customer was made aware of this requirement more than once prior to shipment and delivery.

  While we are unable to replace the stove or issue a refund, we can have a replacement stove top sent out as a courtesy. From the customer's provided photos, the top of the stove appears to be most badly damaged. If the customer is interested in receiving a replacement stove top in addition to the touch up paint already sent, they can advise in a reply to this case. The customer may also email our store with their acceptance of this offer.

  Customer Answer

  Date: 06/16/2023

  Copy of bank statement with actual amount paid for propane fireplace 

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20099967
  
  I am rejecting this response because:
  

  This offer is completely ludicrous.  There were many damaged items on this product as I mentioned to every person I spoke to with this company. I have sent a demand letter to the manufacturer.  All parties involved (this company, manufacturer and shipping company are shifting blame) and obviously do not wish to take responsibility for sending a damaged product.  If I dont get a reasonable remedy I am suing all of them in Small Claims Court next week. 

  The actual amount I paid for the fireplace was $4,205.09.  I have attacked a copy of my redacted bank statement under separate cover.  I apologize for the error in my original complaint.  I looked at several fireplaces and should have checked my statement prior to filing the complaint.  This whole ordeal has been beyond frustrating.  Shame on these companies for having such horrific customer service and for refusing to do the right thing for an elderly home. 

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

  Business Response

  Date: 06/20/2023

  We fully understand and are sympathetic to the customer's situation. We also understand that replacing just the stove top does not resolve all of the issues with this stove. However, the manufacturer only makes certain pieces of this stove available as replacement parts. The sides of the stove and the ash lip referenced by the customer in their original claim are simply not offered as replacement parts. Our offer to replace the stove top in addition to the touch up paint already provided, is as much as is available for this customer.
  

  Further, and at the risk of repeating ourselves, a full replacement or refund is, unfortunately, not an available option. Our freight delivery policy is well documented on our site and available to the customer before purchase. Additionally, we provided multiple notices to the customer about what is required at delivery and what would/would not be covered should an inspection and report not be performed. Delivery occurred nearly three weeks before the customer made us aware of any issues with their order. By that time, regardless of the customer's extenuating circumstances, the window to pursue any satisfaction with the carrier had closed. 

  Again, we sincerely apologize that the customer's order arrived damaged, but our store cannot be responsible for the customer's failure to appropriately receive their delivery.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20099967
  
  

  I have decided to accept

  the offer of replacement part previously mentioned. It would be too time consuming to file a Small Claims complaint and I just dont have that right now.

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

  Business Response

  Date: 07/06/2023

  We are very happy to hear back from the customer. A new no charge order has been entered for a replacement stove top for this customer. I've spoken to the manufacturer today to confirm the special order part needed. The replacement stove top is not a normally stocked item, unfortunately. The manufacturer has advised that the stove top will be entered into production but could take several weeks to complete and ship out. Just as soon as we have an updated expected ship date, we will gladly provide it to the customer. 

  We are grateful for this opportunity to provide a resolution with a courtesy replacement part. 

  Customer Answer

  Date: 07/06/2023

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

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

  8836 ***************

  ************** 95826

  
  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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.

  EFireplace delivered a damaged product to me because their contracted driver did not strap my crate down. I noted this on the signed ticket and the driver agreed to come back and pick the damaged fireplace but lied to me and did not do so. I provided pictures to efireplace and they still denied to come swap my unit out or stand behind their product. They have continued to deny all claims to Disabled Veterans and have underhanded tactics that absolves them of any responsibility to the client. I am frustrated that after saving my hard earned money for months and that they will not take responsibility for damages to my product that was purchased in good faith. I would like to file discrimination and breach of contract against this sketchy company. I took pictures of the smashed container still on *********** denoted this on the original signed receipt. This company is trying to defraud and cover up this pathetic service. This will not stand.

  Business Response

  Date: 03/07/2023

  We sincerely apologize for the damage to the customer's delivery. We certainly understand his frustration however dispute his claims of discrimination and unsavory business practices. We cannot argue with the customer's claims of damage. However, per the documents provided by the delivering carrier, the customer did not actually note damage on the signed delivery receipt (attached). This failure to note damage impaired our ability to immediately ship a replacement to the customer. Nonetheless, we are working directly with the delivering carrier and the local delivery service center to resolve this for the customer. eFireplaceStore shipped new product in good condition, the freight was unfortunately damaged by the freight carrier and we are striving to hold them responsible for the damage and replacement. The customer will be contacted directly by our claims department once we receive new information on his claim.

  Customer Answer

  Date: 03/08/2023

  That statement is a lie. I denoted that the entire crate was delivered smashed up and laying across the floor of the delivery truck because the carrier did not strap it in. They try to bully and diss Disabled Veterans. Pathetic to not back their products and I did business with them in good faith and would not even bother to return my calls.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19523087
  
  

  From the CONSUMER:

  Sent 3/8/2023 1:38:44 PM

  That statement is a lie. I denoted that the entire crate was delivered smashed up and laying across the floor of the delivery truck because the carrier did not strap it in. They try to bully and diss Disabled Veterans. Pathetic to not back their products and I did business with them in good faith and would not even bother to return my calls.

  Business Response

  Date: 03/28/2023

  We appreciate the customer's continued patience. We are also grateful that he was willing to work with us on the return of the damaged product. Our management team is working with the customer, in conjunction with his credit card company, to issue a full refund for the product purchased. Again, we sincerely apologize for the damage and inconvenience and are happy to work with the customer in providing a resolution. 

  Customer Answer

  Date: 03/28/2023

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

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

  4 ************

  *******************, ** 71909