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:01/16/2023

  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.

  Efireplace order no. ****** Ordered fireplace and accessories. Product was received and inspected. Notes were made that the product was damaged in shipping. Pictures were provided. Efireplace provided a credit of $300. *Efireplace did provide notification for receipt of product. ********** sent an email stating shipper would contact prior to delivery. This was not executed. Unfortunately, I was not available upon receipt and another member of my business received. Upon unpacking the product major damage was discovered. Upon this discovery, request was made to return product. Efireplace stated product was received and credit issued and would not be willing to provide replacement or any additional settlement monies. They state product damage would need to be pursued through carrier.

  Business Response

  Date: 01/17/2023

  We do sincerely regret the damage to the customer's product. The customer's complaint does fail to include a few crucial details. The customer initially reported minimal damage to the delivery. This damage was reported to the carrier and the customer requested a $300 refund for the damage found. A claim was begun with the carrier and approved for the customer-specified amount of $300. A week after the claim was in process the customer reached back out to us reporting additional damage and requesting either a full replacement or a full refund. By this time, the claim was already in process and could not be altered. The original request for $300 had already been submitted and accepted by the carrier and the claim amount could not be revised or renegotiated.

  The customer did follow protocol by inspecting the delivery before accepting. However, their inspection was unfortunately incomplete. As the additional damage was not found until a week after delivery, it could not be claimed against the carrier and the subsequent requests could not be fulfilled. While we understand the customer's frustration and sympathize, we are unable to provide a no charge replacement. We once again sincerely apologize for the inconvenience. 

• Initial Complaint

  Date:11/28/2022

  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 the Empire Tahoe Deluxe Direct Vent Fireplace in May. They would not deliver to the house and wanted to meet in a random parking lot downtown. My son in law went to pick up the unit and was told to look for damage. Other than the fireplace being strapped to the pallet on its glass face (it clearly started on the packaging not to set on glass face) there was no damage. He loaded it up and brought it home. Once home the box sat for several months until construction was ready to install. Upon installation I was informed the $300 blower that I purchased was not with the stove. After speaking with customer service I was told that I was at fault for not disassembling the unit in the middle of the parking lot during delivery and noticing the blower was missing so they would not be replacing the missing item or offering me any discount to purchase a second blower. I am very disappointed in this company and their customer service. I do not recommend purchasing anything through them.

  Business Response

  Date: 12/06/2022

  We do sincerely apologize for the issues with delivery and the inconvenience of that lost package. To reiterate the message provided by our customer service manager, it is indeed the customer's responsibility to confirm that all pieces are included in the delivery prior to accepting the shipment. When this delivery was made, the person accepting the shipment signed the delivery receipt indicating that a total of 3 items were included in the shipment. The customer was made very aware, prior to shipment, of their responsibility upon delivery. Consignees are responsible to inspect the shipment for damage and to insure the stated number of shipped items are received. In this case, the receiving party simply had to count the number of boxes on the pallet to discern that one of the three shipped items was not present. Unfortunately, though, the customer reported the missing product 6 months after delivery. At this point, too much time has passed for us to pursue any solution with the carrier or our warehouse. While we are unable to provide the customer with a no charge replacement, we can certainly offer one at a discount. Should the customer be interested in re-ordering a replacement at a discount, they are welcome to contact our office at ************ and ask for a member of management.

• Initial Complaint

  Date:11/04/2022

  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 a Monessen Vent Free IPI Fireplace on 7/21/21. Install was delayed due to COVID and was installed 9/6/22. All boxes were unopened until then except the surround metal which we discovered on delivery had been run over by a truck. That was replaced promtly by the company back in July 2021. When the fireplace was installed, our installer found that the power cord was missing, log #4 was missing, and 2 brackets which hold the fake brick panels were missing also. The company sent me log #4 no problem but said the power cord we had to pay for and the brackets we used something on hand. Installer could not get the fireplace up and running. We called the company and installer troubleshooted with the installer and my husband and still could not find the issue. We called an electrician who also troubleshooted with the company and was told by a company tech that the unit was not wired correctly and had him change a bunch of wires and still nothing. We called our propane company technicians to look at it next and they also troubleshooted with a technician and still nothing. The fireplace does not light and has never worked. The company just keeps wanting to troubleshoot the same procedures over and over and over again short of standing on one foot and hopping. The fireplace is garbage and they will not refund. I am out over $2600.00 for a fireplace that never worked and paid 3 different companies to try to fix it. My husband also spent hours on the phone with the same technician each time with no success. We are certain the fireplace we were sent was returned by someone else because it does not work and was missing parts. Terrible customer service.

  Business Response

  Date: 11/09/2022

  We sincerely apologize for the headache and inconvenience this customer has experienced. As an online retailer, we, unfortunately, are unable to perform installations or onsite troubleshooting. For these, the customer must rely on locally available technicians and installers. In some cases, those installers are not very well versed in the product being installed. We are only able to provide remote assistance and troubleshooting in the cases when something goes wrong and are unable to avoid/eliminate problems that arise during an incorrect installation. All that being said, we are truly happy to perform all necessary support to arrive at the root cause of the customer's complaint and provide a resolution within the bounds of the manufacturer's warranty. We are in continued communication with this customer and are working to arrive at a solution for their inoperative appliance. 

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18359846
  
  I am rejecting this response because: we are still working with the company on getting the fireplace up and running. We are now waiting for another warranty part from the company and have to have it installed to see if that is the issue. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/29/2022

  The last communication we have from this customer was on November 10 where we invited the customer to schedule a service call with one of our technicians. Per **************, the fireplace was working as of their last conversation. Researching her customer record, I do see a new claim filed for a replacement blower. A replacement blower was shipped and delivered on 12/17. We have heard nothing new from the customer nor received any new complaint. From our perspective, the customer's issues have been resolved. If that is not the case, we invite the customer to reach back out to our team so that we my resolve any remaining issues. 

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We received a new control valve which was the problem all along and then recently the blower motor broke. We have also received a new blower motor. Fireplace is running as it should as of now. Hopefully no more issues. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/31/2022

  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.

  This company lied about having a product, told us it went on back order in jan. 2022. Then again in may 2022. Finally was suppose to arrive oct. 10, 2022. It arrived at fed ex sept 16th. Fed ex had the wrong phone number , so instead of coming to the house to notify my elderly parents their freight had arrived they shipped it back, then on the 27th, drove out and had them sign a letter stating it had been returned 4 days prior. They had no problem driving out to notify them it had already been returned 4 days prior per the shipper but couldnt drive out to notify them it was here, because they had the wrong number? Then we contacted efireplace she told us there was a ****** restocking fee and ****** for damages. I called warehouse and they said there was no damages and they didnt charge restocking fees. The woman that told us that she would be keeping that money also said that their money would be returned by Oct 28th and it's the 31st and still no refund. This to me is theft by taking and abuse of the elderly. I think both places should be looked into. This is bad buisness especially for elderly. Not only that they are out like ******* and still no wood burning stove. I find this disturbing. Thank you for your time in this matter

  Business Response

  Date: 11/09/2022

  The order in question was indeed placed many months ago. Unfortunately, in the process of fulfilling the order, the manufacturer, England Stove Works, was acquired by another stove manufacturer, SBI, and all manufacturing was paused while the merger was completed. Unfortunately, the corporate acquisition put an untimely and unforeseen delay on manufacturing.  Once the order was completed and ready to ship, both eFireplaceStore and the delivering carrier made several attempts to contact the customer to arrange a delivery appointment. Due to the nature of the shipment, LTL delivers cannot be made to a residence without a delivery appointment being set first. For this reason, the carrier could not make delivery until the customer responded. Contact was attempted at both the phone number we had on file (from which the customer originally called to place their order and from which we have recorded calls) and to the email address which the customer later confirmed was accurate. We cannot explain why the customer could not be reached but per our posted store policy in the case of an incomplete delivery, the order is returned and is subject to our standard return fees. Of course, our preference is always for a completed delivery and happy customer but, in this case, an inability to reach the customer to complete delivery prevented this from occurring. 

  Customer Answer

  Date: 11/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/18/2022

  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 $1,700 fireplace by Dimplex. The item was delivered and the driver left right away. I did not sign anything. When the item was opened and assembled its appearance was vastly different than the one advertised. Even ******* in the claims department told me that. In order to send the item back Ill have to find someone to un assemble it, package it back up, go to a grocery store, I was told by the claims department m, to find a pallet. I would then need to have it completely packiand secured in a pallet in order for it to be returned. Im almost 70, totally disabled so this would be quite daunting if no impossible. ******* from the warranty department said that she could see how much of a credit ******* would allow if I wanted to keep it or that I could return it. I informed her that I would need to know what the credit would be in order to make my decision. Now, today ** being told by the manager of the claims department that I agreed to a $167 credit!!!! At no time did I ever hear a percentage or a dollar amount. I have all communication from ******* in the claims department and efireplacestore records all calls. If all communication was thoroughly reviewed it would prove my word. Now the claims manager said that being as I agreed to a 10% credit (which I did not) that the amount t of credit could not be changed. I NEVER WAS TOLD the amount of a potential credit. Efireplace store was great when I was ordering an expensive item from them but they have absolutely no credibility when dealing with them regarding an issue. Now Im order to keep it, I am requesting a 30% discount. Something that I purchased as an enhancement has turned into a nightmare Please see picture attached. Top picture is what was advertised, bottom picture is what I received.

  Business Response

  Date: 10/21/2022

  eFireplaceStore does agree that the unit that the customer received is indeed different from what is advertised. It appears there was some error at the manufacturing facility that allowed this unit to be shipped. In either case, we are happy to work with the customer to provide either a partial refund if she decides to keep the unit. Alternatively, we are happy to refund the customer in full. In order for the latter to be accomplished, the product must be returned. We are truly sympathetic to the customer's plight. However, we do not feel that returning a product in exchange for a full refund is too much to ask. The same would be required of the customer regardless from where it a product may have been purchased. At this time, we are working with the manufacturer to have the customer's requested 30% approved. We will be in direct communication with the customer once we have more information.

• Initial Complaint

  Date:10/05/2022

  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 orded a fireplace stove from this company, was damaged underneath a leg got bent from the shipper hitting it with a forkilft and damaging other parts too. i could not see the damage under the pallet till i unboxed the unit, asked for a new unit be sent. they said i signed saying was no damage which i did because i could see under it. so they could not send me a new one. then they said we can send you some replacement parts since nothing would be covered leaving me under the impression they were trying to make it right. **** got sent a bill for these parts too. i either want a replacement unit or my money back

  Business Response

  Date: 10/21/2022

  We sincerely regret the damage to the customer's order. Unfortunately, the customer failed to inspect the delivery prior to accepting which prevents a damage claim from being approved. As of our last correspondence, the customer has resolved some of the issues with the product. However, it was discovered that a remote control was missing. In an attempt to provide a resolution for the customer, a replacement remote has been sent out at no charge. Again, we sincerely apologize for the damage and inconvenience but are happy to provide a remote control free of charge. 

• Initial Complaint

  Date:09/11/2022

  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.

  purchased 2 fireplaces in Feb 2022. Fireplaces, a number of additional boxes for screens, fan kits, all purchased for $8K. Boxes were delivered and placed in garage. Family was home at the time, and opened boxes, but as the order was very large and there were a lot of materials to look thru, signed the invoice for the driver and they left. After a thorough inspection an hour later, both of the fireplace frames were damaged, paint scraped, and interior frame damages to the units. Given how they were packaged it appears the units were not new, but returns that were sold as new, or damaged prior to shipment. Some of the damages were in areas(center bottom) that couldnt have been damaged in freight given the pallets they were strapped to. Looked for resolution from company, none offered as they hide behind a statement on their website that once you order and sign a delivery slip they have no further recourse

  Business Response

  Date: 09/16/2022

  Upon review of this customer's order and their submitted claims, we can completely understand the customer's frustration. We do sincerely apologize for the damaged product, the inconvenience caused and ultimately for the denied claims by the freight carrier. The customer's experience is a regrettable reminder of why inspection prior to accepting freight deliveries is so important. Before completing their order, the customer acknowledged a statement fully describing their responsibility at time of delivery. Additionally, the customer received multiple emails reminding them of the same information. We, of course, never send out used, returned or damaged merchandise. The damage detailed in the customer's photos could easily have been caused by the freight carrier unintentionally stacking other shipments on top of the customer's or by them roughly dropping the pallets. eFireplaceStore will not be issuing a refund for this order but are happy to provide a discounted quote should the customer be interested in reordering the product. Again, we sincerely apologize for the damage and the major inconvenience. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18010079
  
  I am rejecting this response because: The vendor continues to not accept responsibility for shipping a clearly defective product.  It is impossible to completely inspect a multiple fireplace order with all additional boxes to the level of detail without expecting a delivery driver to stay present for multiple hours.  I am sure that is not the expectation for them.  If the exterior packaging is intact and undamaged, you could reasonably expect what is under the corrugate or wrap to be fine.  It was that case with this delivery as the damages looked concealed within the boxes.  THese are large units on wood pallets, with a number of other packages.  Hiding behind a statement of " you signed, so you took responsibility" shouldnt clear a seller from their role to deliver goods as represented, nor is it reasonable to expect the delivery company to wait for that time to unpackage and inspect every item.  I would like to see the contract with the carrier, which i am sure does not indicate the drivers are expected to stay onsite until the items are all unpackaged and inspected.  Deceitful practice, on a $8k order.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/23/2022

  The customer is grossly overstating the amount of time required to thoroughly inspect a shipment. The damage reported could have been identified within mere minutes had the customer simply removed the outer packaging from the shipment. We do sincerely regret the customer's situation but cannot be responsible for the customer's inability to perform an inspection that they were are aware was required. As stated previously, we are happy to offer the customer a discounted quote to replace these units. Or, as a courtesy, we can offer the customer a 30% discount on this original order. The customer may contact our store directly if they are interested in pursuing either option.

• Initial Complaint

  Date:09/07/2022

  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.

  Fireplace installed in March flicker motor failed 10 minutes after start up. Numerous phone calls later still no replacement. Latest of Numerous delivery promises now mid November 2022 no guarantee!

  Business Response

  Date: 09/08/2022

  The customer's complaint is valid and we sincerely apologize for the severe inconvenience. Upon receipt of the customer's original claim, eFireplaceStore contacted the manufacturer, Dimplex, and requested the necessary replacement be sent ASAP. Very unfortunately, the manufacturer has not had the required part available for shipment up to this point. eFireplaceStore has exhausted all alternatives and the manufacturer is the only source for this item. We are pressuring both Dimplex, the manufacturer, and our vendor for that product line to provide the replacement. Our last update indicated that the replacement is expected to arrive domestically in November. Of course, we will continue to pursue any alternative solutions that will provide a faster resolution to the customer. Once again, we sincerely apologize for the significant delay and inconvenience.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17931792
  
  I am rejecting this response because:
   The responce you received was  the same  that i received.

  We have been given numerous shipping dates since the order was placed .I have invested upwards of $7000.00 into a elect fireplace that was used approx 10 minutes and the part failed. It should not take 9 month to get the required part. The latest delivery response is just a approximate date  like all others. No guarantee. There are numerous other complaints reguarding this company. I would like the BBB.to take decisive  action reguarding my complaint against that company Thank You ***********************

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

  Business Response

  Date: 09/16/2022

  Unfortunately, no amount of demanding on our part or the customers is working to shorten the delay provided by the manufacturer. As they are the manufacturer and the only source for the needed motor, we are frustratingly at their mercy. As an alternative solution, should the customer be interested in packaging up this fireplace and shipping it back to our warehouse in *******, we will happily have the replacement part shipped to us so that we might make the necessary repairs. Once the customer's return is received to our location, we will have a no charge replacement fireplace shipped to the customer. This offer is only valid if the customer can return their fireplace in salvageable condition. We'll stand by and await the customer's response.

• Initial Complaint

  Date:08/03/2022

  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 placed an order on on 7/27/22 for a fireplace. I received a call on 8/2/22 from a carrier that they were delivering a part of the fireplace. When I arrived at the location the driver had already unloaded the crate and had me sign for the delivery. I immediately open the package and saw that the part was bent, and then called the fireplace store. They refused replacing the part and told me I would have to pay for another to be delivered. After several calls they told me they would send another part for $300, it sells for $629. I asked them to credit me for the bent part and they agreed to credit 1/2. Im still out $300 and a part that cant be used.

  Business Response

  Date: 08/17/2022

  We do sincerely apologize for the damage to the customer's product and for the inconvenience it caused. The customer's account is accurate. However, the customer left out that the delivery was not inspected prior to being signed for. Prior to purchase and again prior to shipment, the customer was made aware of his responsibility to fully inspect his delivery before accepting. Unfortunately, since this was not done, the claim against the carrier was denied. As a result, the best solution we could offer the customer was a replacement at cost. The customer did decline this option so we instead provided a refund for 50% of the product value. We, again, sincerely apologize for the inconvenience experienced by the customer and hope that future deliveries are completed much more smoothly.

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17663825
  
  I am rejecting this response because: Unfortunately its not always feasible to stop everything and travel to the shipping destination since we are given an 8 hour window and the shipping address is a house under construction. Once again I received a damaged item when the stove itself was delivered. I e attached Pictures of the damage on the surround that was damaged and is the subject of this complaint and also the fireplace that was delivered damaged. You can see by the way it was crated thats the box was bent at the top of the crate that it was attached to since it didnt extend the length of the box. I didnt contact efireplaces because they will do nothing about it. At this point I would like to be refunded the full amount of the fireplace and accessories and have them come get everything.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/18/2022

  We sincerely apologize that the customer seems to have experienced additional damage to the items ordered.  Accepting freight deliveries may be inconvenient. However, our records indicate that both deliveries were accepted and signed for by either the customer or his representative. As they were present at time of delivery, those individuals had an opportunity to check the deliveries for damage. As previously stated, freight carriers will not accept liability for damage during shipping unless noted at time of delivery. While we appreciate the customer's frustration and the significant inconvenience, we are unable to refund the customer for the product delivered.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17663825
  
  I am rejecting this response because: The damage is due to the way they package the product for delivery, yet they take no responsibility. This is the fourth and last product Ill be purchasing from them. Obviously they could care less. I would like some type of additional credit for these damaged products.
  
  Sincerely,
  
  *******************