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: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.