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:07/23/2025

  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 for Navien NCB250/150H Combi-Boiler on 5/19/25 After 2 weeks, i inquired about status of the order and one of the representatives stated it would ship the following week. Another 3 weeks later it still had not arrived and I had not received shipping information, at which time I followed up with the company again, and they told me that the unit will be send shortly, last week they cancelled my order and no longer respond to my emails or phone calls. According to other reviews its common practice and the company is using clients money in own interest without sending any products to their clients.Thank you!

  Business Response

  Date: 07/24/2025

  Thank you for reaching out, and we sincerely apologize for the inconvenience youve experienced.
  
  We understand your frustration regarding the delay with your Navien NCB250/150H Combi-Boiler order. Unfortunately, this delay was due to ongoing supply chain issues from the manufacturers side, which impacted our ability to fulfill your order within the expected timeframe. We completely understand how important this order was for you and regret that we couldnt meet your expectations.
  
  Please know that it was never our intention to cause any inconvenience. The order was cancelled only after extended delays and lack of confirmed shipping from the supplier, and we have since issued a full refund. If you have not yet received it, please let us know and we will prioritize the matter immediately.
  
  We genuinely value your feedback and are working hard with our partners to prevent such occurrences in the future. If you have any questions or would like help finding an alternative unit, wed be more than happy to assist.
  
  Thank you again for your patience and understanding.
  
  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23644833
  
  I am rejecting this response because:
  The product is still offered on your website, which is missliding advertisement.
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/25/2025

  Thank you for bringing this to our attention.
  
  We apologize for any confusion caused by the product still being listed on our website. The item in question is currently out of stock, and we are awaiting a truckload shipment from the manufacturer. These shipments typically arrive at the end of each month, and the product will be restocked as soon as we receive it.
  
  We strive to keep our customers informed and are actively working to improve our inventory accuracy. We sincerely appreciate your understanding and patience.
  
  If theres anything further we can do to assist, please dont hesitate to let us know.
  
  Sincerely,
  Customer Support Team
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23644833
  
  I am rejecting this response because:
  I placed an order (#****) for the Navien NCB-250/150H  Combi-Boiler on May 19, when it was advertised on your website as an available item. I recently received notice that my order was canceled without any explanation. Since you expect the product to be available by the end of July, could you please clarify why my order was canceled and provide details on the products current availability? Additionally, please advise on how I can proceed to obtain this item.
  Thank you for your prompt attention to this matter.
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/22/2025

  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 ordered polypro from Belle Flame on 6/3/15. got no confirmation except for payment processing for over two weeks. I sent three emails. Finally, on 6/19/25. I was told the items were limited in stock and that my lead time was two weeks. I confirm and and check in on 7/2/25. They tell me they have a truckload coming on 7/12/25, not even specifying if my materials are on it, but that was the implication. I am told that the materials will be shipped immediately once the truckload arrives. On 7/16 I ask for an update. Nothing. Ask again on 7/17. Nothing. I call and try the online chat. Nothing. Finally, 7/21 I receive an email saying that they have emailed the manufacturer for an update and they will let me know that day. Nothing after that. I call and I am told that the material is arriving and will be shipped on 7/22. That was a lie. I just received an email 7/22 at 7:30pm that the material will not be arriving to them until the end of the month. THEN they will ship it to me. It has been almost two months and I am now stuck between a rock and a hard place with my customer because she cannot wait the time it would take for me to place an order with another company.

  Business Response

  Date: 07/23/2025

  We apologise for the misunderstanding. This item were shipped yesterday as discussed.

  UPS TRACKING NUMBERS
  1ZK104V30310082844
  1ZK104V30317794456

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23640113
  
  I am rejecting this response because:
  1) My business was impacted as a result of fraudulent logistical confirmations and lead times and lack general lack of transparency. 
  2) *** hasnt received the shipment, so it looks like you created a shipping label without sending it because you either dont have the materials yet or havent given them to ***. 

  I need *** to receive the shipment and a billing adjustment in order for this situation to be resolved.

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 07/25/2025

  Dear *** ****,

  Thank you for bringing your concerns to our attention. We truly apologize for any inconvenience caused and appreciate the opportunity to clarify the situation.

  After your order was placed, we informed you that it would be processed directly from the manufacturer, which involves a standard lead time of approximately 2 weeks. This is consistent with the fulfillment process for many of our made-to-order or non-stocked items.

  Regarding the tracking information, please be assured that it was not fraudulent. Labels are created once the shipment is scheduled for pickup, but tracking updates may not immediately reflect real-time movement until the carrier scans the package at their facility. This is a common occurrence with *** and other freight carriers.

  For transparency, we are attaching the *** tracking numbers below, both of which now show confirmed delivery:
  1ZK104V30310082844
  1ZK104V30317794456

  We will also include screenshots of the proof of delivery for your reference.

  Again, were sorry for any confusion and remain committed to supporting your business. If there are any further concerns, please feel free to reach out directlywe're here to help.

  Sincerely,
  Customer Support Team

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising 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 gas log set for my fireplace and the unit they sent had defective paint on it. I contacted them by phone and the customer service line never answered and I was told by the operator to leave a message which I did and never received a response. I also contacted them by email and no response also. The unit they sent had an inspection date of 2017 making it eight years old. I would think something that old shouldnt be sold as new.

  Business Response

  Date: 06/19/2025

  We have send the return label to the customer to send back us the product back. We have also send a replacement to the customer.

  Customer Answer

  Date: 06/19/2025

   
  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:05/13/2025

  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 ordered a Bespoke 85 -TRV Tru View fireplace for $4,374.18 on March 28th thru (Belle Flame). I was told this order would be delivered to me in 4 to 12 days. To date (seven weeks) I have not received this product. Each week I have been told that the product is going to be shipped the following week which obviously still has not taken place. Belle Flame has either completely mis represented this purchase or are committing fraud. In fact they charged my credit card for this purchase weeks ago for something I have never received. My order # through Belle Flame is #****. I have made several phone calls and emails questioning this order. I have asked for tracking information which they do not have the information to provide to me. Last weeks they sent me an email survey on how I'm enjoying my fireplace. They obviously have no customer service information. I need this product delivered within 5 days from May 13th. or a refund.

  Business Response

  Date: 05/21/2025

  This order has already being cancelled and refunded to the customer.

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising 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 online from Belle Flame on April 6 2025, the website said they have free cancellation within 24 hours. I called the company the following day to cancel. A human answers the phone and I asked to speak with someone about cancelling my order, she forwarded my call to a voicemail. I left a voicemail and never received a call back. I sent an email to the company website immediately and received a response from ******. He told me the item was in stock and ready to ship and asked if I was sure I wanted to cancel. I told him yes I was sure because my husband had already purchased a fireplace from a local store. The charge showed pending on my account for nearly a week, I thought it would disappear. Yesterday my card was charged $2070.59. I sent another email to ****** and received short responses like; Will do and yes that will be done today. I really believe this company is a fraud. This amount is more than one month of my salary. Please help he get this money back.

  Business Response

  Date: 04/15/2025

  This has been refunded already by us after you send us an email. Heres the confirmation of cancellation -

  Card details
  Discover ****
  Name on card
  ******* ********
  Authorization key
  120980631617#****#refund
  Message
  This transaction has been approved
  Amount
  $2,070.59 (100%)
  Gateway
  *************
  Status
  Success
  Type
  Refund

  Customer Answer

  Date: 04/17/2025

   
  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:03/03/2025

  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.

  Placed an order for a propane heater on 2/3/25 As other have stated I received many many excuses and delays for an entire month. And the only time I received communication was when I initiated it. Very displeased Would not reccomend

  Business Response

  Date: 03/04/2025

  We appreciate the opportunity to address Barbaras concerns regarding her recent order with us. Our goal has always been to provide clear communication, excellent service, and fair solutions to our customers.
  Upon receiving her order, we promptly informed her that the item was not in stock and needed to be processed directly from the manufacturer, which would take approximately 2-3 weeks. To accommodate this delay, we also extended an additional discount, which she agreed to. Based on this understanding, we proceeded with the order.
  Yesterday, we updated her that the item had arrived from the manufacturer and would undergo a standard inspection before shipment. However, despite this update, she chose to cancel the order. We immediately honored her request and processed the cancellation without any delay or hesitation.
  At no point did we pressure her to wait longer than she was comfortable with, nor did we force her to keep the order. We communicated transparently at every stage, offering solutions and flexibility to ensure a smooth experience. Given that we accommodated her requests at every step and resolved the matter promptly, we are disappointed to see negative reviews that do not fully reflect the efforts we made to assist her.
  We remain committed to customer satisfaction and open communication. If there are any further steps needed from our side to resolve this matter, we are happy to cooperate.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23015100
  
  I am rejecting this response because:
  Never told about long wait. Item shows in stock online even now. Constant promise of shipping soon, tracking soon.  After a month of this I found another vendor 

  i have photos of all chat with the company but they wont attach to this form

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

  Business Response

  Date: 03/11/2025

  We sincerely apologize for the frustration and inconvenience you experienced with your order. We understand how important timely delivery is, and we regret that our communication did not meet your expectations.

  
  To clarify, while the item was listed as "in stock," there are times when we rely on the manufacturer for fulfillment, which can lead to unexpected delays. However, we acknowledge that this should have been communicated more transparently to avoid any misunderstandings.

  
  We truly appreciate your patience and regret that you had to find an alternative vendor due to the delays. If there is anything we can do to resolve this situation, please let us know. We also appreciate any additional feedback on how we can improve our process moving forward.

  
  Again, we apologize for the inconvenience and appreciate your time.

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  After seeing that Belle Flame admitted their lack of communication as to length of shipping time, and the showing of regret on their part, I consider this resolved 
  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:02/04/2025

  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 purchased a *********** Space heater from Belle Flame and it was delivered in December 2024. I have had problems with the product ever since it was installed. I have to light it manually, which I shouldnt have to do. The heater and pilot go out randomly. I am now waiting for a replacement part for which I had to make several inquiries. I was told I would get a tracking number for the part and never received one. I have attached correspondence I have had with the company and as you can see I dont get response very fast if at all.

  Business Response

  Date: 02/05/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience youve experienced with your Belle Flame *********** Space Heater. We understand how frustrating it must be to deal with these issues and appreciate your patience throughout the process.
  
  We want to reassure you that Empire has confirmed they will send the replacement part to you directly. At this time, they are waiting for the item to be restocked in their inventory. Once the part is shipped, we will ensure you receive the tracking information promptly.
  
  We value your feedback and are committed to resolving this matter as quickly as possible. Please dont hesitate to reach out if you have any additional questions or concerns in the meantime. Thank you for your understanding and for giving us the opportunity to make this right.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: ********
  
  I am rejecting this response because:  reached out to you in February 2025 about this matter. Case #********. I was sent a replacement part and it was installed. I told the company the igniter still didnt work and was going to let it go at that as I was just so happy to have heat. Well the heat still went out after a few days as it did to start with and has gone out several times since.I reached out to ****** at Belle Flame about this and have never heard back from him. I truly believe I have a faulty heater as I have another heater like this one and have never had a problem with it.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/26/2025

  Thank you for reaching out and sharing your concerns. I understand how frustrating it must be, especially since youve already made efforts to resolve the issue. For any faulty products, we must go through the warranty process with the manufacturer to ensure everything is handled properly and that the right solution is provided. If you need any help with the process or need assistance in reaching out to them, please dont hesitate to let us know. Were here to help!

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22899089
  
  I am rejecting this response because: Flame Belle clearly stated in their response that they are here to help me. Then why have I not had a response from them from the email I sent them earlier this month? I would gladly try to look into the warranty if they(Belle Flame) can direct me to the correct process.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/27/2025

  Hi ****,

  We have already submitted the warranty claim to the manufacturer. Please keep a look on your email for the updates. Thanks.

  Customer Answer

  Date: 03/28/2025

   
  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:01/06/2025

  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.

  **************** could not be any worse. I have been trying to get a refund on an item I returned back in Oct. '24 and I still have not received it. I had to call my bank and dispute the charge. Still awaiting resolution. Purchased item in June. Returned item in October, after lengthy wait getting return labels. Still do not have refund.

  Business Response

  Date: 01/13/2025

  Thank you for reaching out to us, and we sincerely apologize for any inconvenience caused. We truly value your patience and want to ensure that your concerns are fully addressed.

  After reviewing your case, weve identified that the refund process was interrupted due to the dispute opened with your bank. Please rest assured that the credit for your return will be applied directly to your account through the banks dispute resolution process. While this may take a bit longer, it ensures that your funds are secured and returned properly.

  We appreciate your understanding and regret any delays youve experienced. Should you have any further questions or need assistance, please dont hesitate to contact us.

• Initial Complaint

  Date:12/12/2024

  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.

  On November 8th I ordered a part from Belle Flame online. It was supposed to ship within 12 days. On November 28th I contacted the company and they assured me it would ship the following Monday. Now they're saying they shipped it to a different customer and they'll let me know when it ships. They took the money for the part, and all I have are emails with promises and excuses.

  Business Response

  Date: 12/12/2024

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the delay and any inconvenience caused.

  We want to assure you that your order is currently being processed directly with the manufacturer. At this time, the estimated arrival timeframe is an additional 1-2 weeks. As soon as we receive the part, we will promptly ship it to you and provide you with the tracking details.

  If you would prefer to cancel your order instead, please let us know, and we will process a full refund for you immediately.

  We greatly appreciate your patience and understanding while we work to resolve this matter. If you have any further questions or concerns, please don't hesitate to contact us.

• Initial Complaint

  Date:12/11/2024

  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.

  Ordered a set of vent free logs on June 17, 2024. Paid $194.65 which was charged immediately to my credit card. Was sent a confirmation number of 3760 for my order. Never received order. I reached out to company after several weeks and was told the item was on backorder. I waited several more weeks and reached out again. Was told item was still on backorder. Despite dozens of calls, voicemails and emails, have had very little communication with company. I will get a response email back every few months stating my item is still on backorder. I have started asking company for a refund and no response. I can't get anyone to call me back or email. Just want a refund.

  Business Response

  Date: 12/12/2024

  Thank you for bringing this to our attention and for your patience throughout this process. We sincerely apologize for the inconvenience and lack of communication you have experienced regarding your order.

  After reviewing your case thoroughly, we have taken immediate action to resolve this matter. Weve processed your refund of $194.65 via Zelle, and weve attached a screenshot below as confirmation of the transaction.

  While we did attempt to process the refund earlier when you initially requested it, it appears there was an unforeseen issue that prevented the transaction from going through. We deeply regret this oversight and assure you that weve worked to correct it now.

  Your satisfaction is our priority, and were committed to ensuring this experience does not happen again. Please feel free to reach out if you have any further questions or concerns.

  Thank you for giving us the opportunity to make things right.

  Customer Answer

  Date: 12/12/2024

   
  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,
  
  **** *******