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: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: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

  
  

• 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:10/18/2022

  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.