I checked around and the fireplace store did a price match from another company online and I went with them because they had a warranty up to 5 years which the other company didn’t offer. Shipping was... See more
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Wouldn't refund the entire amount when they talked us into buying the wrong part. The one we ordered was out of stock. We asked if the one that was in stock would work, we were told it would. We'll,... See more
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US Fireplace Store has been a reliable and valued partner in our new home construction projects. Their communication is consistently prompt and professional, and their pricing remains highly competiti... See more
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Customer support is hands down the worst I’ve ever worked with. Rather than respond to your request they will intentionally go silent for days or weeks. There is no accountability or follow thro... See more
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Company details
- #8 of 8 best companies in Fireplace Store
Written by the company
Explore America's largest selection of heating solutions with over 100,000 products including gas, electric, and wood fireplaces, fire pits, log sets, stoves, and heaters. Trusted by over 25,000 households, contractors, and builders. Free shipping available. Open every day 8:00 AM - 11:59 PM ET. Give us a call today!
Contact info
3.0
Average
908 reviews
Replied to 62% of negative reviews
Typically replies within 1 week
Verified
misled about product availibility
told me the product was in stock. placed my order and waited nearly two months for delivery
Date of experience: June 16, 2025
Reply from US Fireplace Store
Thank you for your feedback, and we sincerely apologize for the frustration caused by the delay in your order. We understand how disappointing it is to be told a product is in stock, only to experience a lengthy wait for delivery.
This situation does not reflect the level of transparency and service we strive to provide. We are actively working to improve how we communicate product availability to ensure our customers receive accurate and timely information.
We truly appreciate your patience and regret the inconvenience this caused. If there’s anything we can do to assist you further or make things right, please don’t hesitate to reach out.
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Verified
Poor instruction sheet
Directions did not indicate model no. Purchased
Date of experience: June 13, 2025
Reply from US Fireplace Store
Thank you for your feedback, and we’re sorry to hear that the instruction sheet was unclear and did not reference the specific model you purchased. We understand how frustrating that can be and appreciate you bringing it to our attention. If you still need assistance with installation or setup, please don’t hesitate to reach out—our team is here to help.
We appreciate your business and the opportunity to improve.
I checked around and the fireplace…
I checked around and the fireplace store did a price match from another company online and I went with them because they had a warranty up to 5 years which the other company didn’t offer. Shipping was great ! Didn’t open the box for a week after it was delivered and noticed a dent on the right side of the heater.
Date of experience: June 30, 2025
Reply from US Fireplace Store
Thank you for your feedback and for choosing us—we’re glad the price match, extended warranty, and shipping experience were positive. We’re sorry to hear about the dent on your heater and truly understand how disappointing that can be.
We want you to know that we are currently processing a $100 refund. we’re in touch with our warehouse team to further assess the situation and will follow up with you as soon as we have an update.
We appreciate your patience and understanding, and we’re committed to making this right.
Verified
The customer service and exceptional…
The customer service and exceptional pricing
Date of experience: June 10, 2025
Reply from US Fireplace Store
Thank you for your feedback! We’re so glad to hear you’re happy with our customer service and pricing. Providing exceptional value and support is always our goal, and it’s great to know we’ve met your expectations. We truly appreciate your business and look forward to serving you again!
A Trusted Fireplace Supplier for Our New Builds
US Fireplace Store has been a reliable and valued partner in our new home construction projects. Their communication is consistently prompt and professional, and their pricing remains highly competitive. We appreciate how flexible they are with our frequently changing schedules and how they go out of their way to accommodate our needs. Their service and support have made them a great asset to the Denyon Homes's build process.
Date of experience: April 30, 2025
Reply from US Fireplace Store
Thank you so much for your kind words and continued partnership! We’re truly honored to be a part of Denyon Homes’ construction projects and are grateful for the trust you place in us. It’s always our goal to provide reliable service, competitive pricing, and the flexibility you need to keep your builds running smoothly. We value the relationship we've built and look forward to supporting your team on many more successful projects!
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Verified
Confused on the delivery…
When ordered the item I checked the the sales guy if it was in stock. He said yes so I ordered the item. Two weeks later the item has not been shipped yet. I called to expedite the order and left messages. The next thing the item came speedy delivery the next day from a local warehouse. Had to delay roofing contractor because had no idea when it would show up. I realize it is not Amazon but was confused ondelivery. By the way Amazon was out of stock on the item.
Date of experience: June 11, 2025
Reply from US Fireplace Store
Thank you for sharing your experience. We sincerely apologize for the confusion and delay regarding the shipment of your order. We understand how important clear communication and timely delivery are—especially when coordinating with contractors—and we’re sorry for any inconvenience this caused your project.
While we're glad to hear the item ultimately arrived quickly from a local warehouse, we recognize that the lack of updates created unnecessary stress. Your feedback is extremely valuable, and we’ll use it to improve our communication and order tracking processes moving forward.
We truly appreciate your patience and understanding, and we’re here if you have any further questions or need support with anything else.
Verified
Great communications from ordering through delivery!
Although we have not been able to install our purchase in our new build just yet, our experience with US Fireplace Store was positive. Great communications from initial ordering process through the delivery!
Date of experience: June 11, 2025
Reply from US Fireplace Store
Thank you for taking the time to share your experience! We're so pleased to hear that your ordering and delivery process with us went smoothly and that our team kept you well-informed along the way. We completely understand the excitement of a new build and hope your installation goes just as smoothly when the time comes. If you need any support during the setup or have questions down the line, we’re always here to help!
Impresses with a fast shipment
Impresses with a fast shipment. Ordered 2 chairs and they were delivered fully assembled. Love the chairs and seem to be great quality.
Date of experience: June 23, 2025
Reply from US Fireplace Store
Thank you for your wonderful feedback! We truly appreciate your support and hope you continue to enjoy them for years to come. If you ever need anything, we're here to help!
Fire Pit Surround Is Great
Fire Pit Surround Is Great. Easy To Assemble And Looks Really Nice Around Our Customer Built Natural Gas Fire Pit.
Date of experience: June 07, 2025
Reply from US Fireplace Store
Thank you so much for your kind review! We're thrilled to hear that the fire pit surround was easy to assemble and adds a great look to your custom-built natural gas fire pit. It’s always wonderful to know our product fits seamlessly into our customers' outdoor spaces. If you ever have any questions or need assistance in the future, we’re always here to help. Enjoy your beautiful fire pit setup!
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I love the fireplace
I love the fireplace. It is actually larger than I thought which was a nice surprise. Easy to assemble ( well for my plumber). Fire looks natural and it heats up the room super fast. Can’t wait for winter.
Date of experience: June 18, 2025
Reply from US Fireplace Store
Thank you so much for your kind words! We're thrilled to hear that you’re loving your new fireplace — and that it turned out to be even better than expected. The fact that it was easy to assemble and is already impressing with its natural flame and powerful heat makes us so happy to hear.
We hope it brings you plenty of warmth and cozy moments this coming winter. If you ever have any questions or need assistance, we're just a message away.
Thank you again for choosing US Fireplace Store!
Fantastic Customer Service
We ordered a fire table that cracked after only a few months. US Fireplace Store worked with the manufacturer to replace the table and cover under warranty. Although it took time for the replacement table to arrive, the customer service was outstanding.
Date of experience: June 19, 2025
Reply from US Fireplace Store
Thank you so much for sharing your experience with us. We’re truly sorry that your fire table developed a crack — that’s definitely not the experience we want for our customers, and we completely understand how disappointing that must have been.
That said, we’re really glad we could work with the manufacturer to get a replacement to you under warranty. We know the wait wasn’t ideal, and we genuinely appreciate your patience throughout the process.
It means a lot to hear that our customer service team supported you well during this time. Providing caring and responsive service is so important to us, and your kind words truly make our day.
If there’s ever anything else you need, please don’t hesitate to reach out. We hope you enjoy many relaxing moments with your new fire table!
What a great purchase!
The Fireplace Store answered my questions. They verified that I would be able to use citronella oil with the optional conversion cup. It basically makes it an outdoor torch, but so pretty with the stones around it. This is a great option because I live in a condo and cannot have a wood or propane fire pit. The Fire Bowl arrived quickly and in perfect shape. So happy with my purchase!
Date of experience: June 13, 2025
Reply from US Fireplace Store
Thank you so much for your wonderful review! We're thrilled to hear that you’re enjoying your Fire Bowl and that it’s the perfect fit for your condo lifestyle. It's great to know our team was able to answer your questions and help you find the right setup with the citronella conversion cup.
We love that you're using it as a stylish outdoor torch — the stones do add such a nice touch! We're also glad your order arrived quickly and in perfect condition. Your satisfaction means the world to us, and we're always here if you need anything in the future.
Verified
Product is what I expected
Product is what I expected. Disappointed in damage in shipping. Could have been protected better.
Date of experience: May 14, 2025
Reply from US Fireplace Store
Thank you for your feedback. We're glad to hear the product met your expectations, but we're truly sorry to learn it was damaged during shipping. That’s definitely not the experience we want for our customers.
We appreciate you bringing this to our attention, and we’ll be reviewing our packaging process to help prevent this from happening in the future. If you haven’t already, please reach out to our customer service team so we can assist you with a replacement or resolution.
We value your business and hope to have the opportunity to serve you better next time.
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Verified
First one I ordered was fine
First one I ordered was fine. Second firebox came damaged, company did nothing about it. Ordered and paid full retail for a replacement, also came damaged. They will blame it on the shipping company and waste your time when you complain and do nothing for you.
Date of experience: May 20, 2025
Reply from US Fireplace Store
Thank you for sharing your experience — we’re truly sorry to hear about the issues you encountered. We’re glad the first firebox arrived in good condition, but we understand how disappointing it must have been to receive damaged items in your follow-up orders.
While we always do our best to ensure safe delivery, we also rely on prompt notification so we can take appropriate action. Unfortunately, without damage being reported at the time of delivery or shortly after, our ability to file claims or offer replacements becomes limited.
That said, we never want a customer to feel unsupported. If you’d be willing to reach out to us directly with your order details, we’d be happy to review the situation again and see if there's anything more we can do.
We value your feedback and take it seriously as we continue working to improve our service.
Go somewhere else
Wouldn't refund the entire amount when they talked us into buying the wrong part. The one we ordered was out of stock. We asked if the one that was in stock would work, we were told it would. We'll, it didn't and then they charged us return shipping and a restocking fee. Horrible customer service, then they will say they tried to ask us, they are failing to see the text messages where THEIR employee told us it would be fine.
Multiple times!
Date of experience: May 20, 2025
Reply from US Fireplace Store
Thank you for your feedback. We’re sorry to hear about your experience, and we understand how frustrating it is to receive advice on a part that ultimately didn’t work for your needs.
While we’re glad your full order was delivered, it’s clear there was a breakdown in communication that led to inconvenience and unexpected costs on your end. If you were assured by one of our team members that the alternate item would be compatible, we absolutely want to review that and take responsibility where it’s due.
Your experience matters to us, and your feedback is helping us improve how we guide and support our customers.
Exceeded Optimistic Expectations
Exceeded Optimistic Expectations. From the order processing, to shipping and delivery everything was a notch above excellent. Will definately be shopping here again the next time a need arises.
Date of experience: June 04, 2025
Reply from US Fireplace Store
Thank you so much for your kind words! We're absolutely thrilled to hear that your experience — from order processing to delivery — exceeded your expectations. That’s exactly what we strive for, and it means a lot to know we hit the mark.
We truly appreciate your support and look forward to helping you again whenever the need arises. Until then, thank you for choosing us!
Hard to find glass globe!
Great hard to find glass globe for my outdoor gas lantern. Fast and well protected shipping. I will use this company for all my gas lantern needs
Date of experience: May 09, 2025
Reply from US Fireplace Store
Thank you for the wonderful review! We're so glad you found the glass globe you needed for your outdoor gas lantern and that it arrived quickly and well-protected. It means a lot to know you'll be turning to us for your future gas lantern needs — we're always here to help!
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Good communications and product arrived…
Good communications and product arrived on time and in good condition.
Date of experience: May 16, 2025
Reply from US Fireplace Store
Thank you for your feedback! We're glad to hear that communication was smooth and your order arrived on time and in great condition. We truly appreciate your support and look forward to serving you again in the future.
Great fire pit!
Great follow up with our order to ensure a positive experience. Everything we ordered came as planned and in good condition. Very happy with the fire pit and propane storage tables, we purchased two propane covers so we’d have matching ones. We swapped out the lava rock for blue glass and it looks fantastic!
Date of experience: May 16, 2025
Reply from US Fireplace Store
Thank you for your kind review! We're so glad to hear that your order arrived just as expected and in great condition. It's wonderful to know you're happy with the fire pit and propane storage tables—and great idea on adding matching covers for a coordinated look!
The blue glass sounds like a stunning upgrade; we’re sure it adds a beautiful touch to your setup. We truly appreciate you choosing us and taking the time to share your experience. If there's anything else we can help with, don't hesitate to reach out.
AMAZING product
The communication from this company was excellent. They keep me informed with every step of shipping. The products arrived quicker than they thought it might have. The burners were of excellent quality. We ran 500,000 BTUs and then split it for each burner. The flames were excellent. The home owner was super excited and very happy with his fire pit.
Date of experience: May 20, 2025
Reply from US Fireplace Store
Thank you so much for your amazing review! We're thrilled to hear that you had a great experience—from our communication throughout the shipping process to the quality and performance of the burners. It’s fantastic to know everything arrived even sooner than expected and that the setup worked perfectly for your project.
Hearing that the homeowner was excited and happy with the fire pit truly makes our day! We appreciate your trust in our products and service, and we’re always here if you need anything in the future.
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