Ordered a trim piece. When it arrived it was not the same part # as ordered. Cust service asked for pics, pics sent. Cust service quickly responded with paid return label. Item sent received verifica... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I would have been grateful if the sales person had experience installing their products. Chimney pipe sections arrived with many dents. I was able to straighten out to an acceptable level in less th... See more
Company replied
The product is pretty and functions however fireplace insert was bent. On day of opening I called customer service to report, still no response to call. However, I emailed, immediately next day and pr... See more
Company replied
I needed a trim kit for my Napoleon Element 36" electric fireplace. I searched for the lowest price online and found Fireplaces USA. The product was priced right, shipped promptly and as described... See more
Company replied
Company details
Written by the company
Shopping for a fireplace? Look no further than FireplacesUSA. We have the best selection of fireplaces online, with prices and delivery that can't be beat.
Contact info
8605 Santa Monica Blvd PMB 934978, 90069, West Hollywood, United States
- (800) 759-7174
- info@fireplacesusa.com
- fireplacesusa.com
Reply from Fireplaces USA
Thank you for your kind words! We're delighted to hear that you experienced prompt, efficient service and timely delivery. Customer satisfaction is our top priority, and we appreciate your feedback. If you have any more needs or questions in the future, feel free to reach out. We look forward to serving you again! Thanks for choosing Fireplaces USA!
Dimplex - 23" Multi-Fire XHDTM Electric
Fast delivery. Beautiful flame, but have problem’s with the fireplace, the temperature from Celsius to Fahrenheit the Fahrenheit does not work. And the force fan seems not as strong as it should be. There is noise from where flame turns. I turned this in and hopefully will be addressed in a timely manner.
1 December 2023
Nice Electric Fireplace, Good Customer Service
Product arrive approximately 2 weeks after ordering. Phone customer service was unable to provide an update about the product location. Notice about product delivery date occurred one day in advance of arrival. Box was delivered to the front door.
9 November 2023
Reply from Fireplaces USA
Firstly, we apologize for the glitch in customer service that prevented us from providing an update on the product location. The timely notice about the delivery date one day in advance is appreciated. Thank you for sharing your experience; we look forward to serving you again in the future. Thanks for choosing Fireplaces USA!
I would have been grateful if the sales…
I would have been grateful if the sales person had experience installing their products.
Chimney pipe sections arrived with many dents. I was able to straighten out to an acceptable level in less than half an hour just expected better. I didn’t want to waste the company’s money by having them shipped back when I could make them work.
18 November 2023
Reply from Fireplaces USA
We appreciate your feedback and apologize for any inconvenience caused by the dents in the chimney pipe sections. We understand your frustration, and we are sorry that our salesperson didn't meet your expectations regarding the installation experience. Your resourcefulness in straightening out the dents is commendable, and we value your effort in making the product work. We take your feedback seriously and will use it to improve our services. If you have any further concerns or if there's anything else we can do to assist you, please feel free to reach out to our customer service team. Thank you for bringing this to our attention.
Reply from Fireplaces USA
Thank you so much for your positive review! We're thrilled to hear that you found our service easy to work with and appreciated our quick delivery time. It's always our goal to provide a seamless experience for our customers, and we're delighted that we could meet your expectations. Thanks again for choosing Fireplaces USA, and we truly appreciate your support!
Reply from Fireplaces USA
Thank you so much for your kind words! We're thrilled to hear that you had such a positive experience with our service. We strive to provide reliable and excellent service to all our customers. If you ever have any further feedback or questions, please feel free to reach out. We truly appreciate your support! Thanks for choosing Fireplaces USA!
Realistic fire without the mess
Quick shipment for holiday. Easy install. Beautiful Realistic flame and logs,even crackling sound. As good as a real fire but never burns down and no mess.
22 November 2023
Reply from Fireplaces USA
We're thrilled to hear about your positive experience! We're delighted that the quick shipment, easy installation, and realistic features have enhanced your holiday experience. If you ever have any more feedback or questions, feel free to reach out. Thank you for choosing Fireplaces USA! Happy holidays and enjoy your beautiful fire!
Faulty damaged products poor response…
Faulty damaged products poor response to customers
16 November 2023
Reply from Fireplaces USA
We sincerely apologize for the experience you've had with our products and the level of service you received. We take your feedback seriously, and we would like to investigate and resolve the issues you've encountered. We understand the importance of responsive customer service, and we regret if we fell short in providing the support you expected. Please share more details or contact our customer service directly at [Customer Service Email/Phone] so that we can assist you further.
Thank you for bringing this to our attention. We value your feedback, and we are committed to making things right.
Regards,
Fireplaces USA
New 42 inch electric fireplace.
Purchased an electric built-in fireplace to replace an older propane fireplace. Pricing was good and they had all of the options we wanted. Delivery was fast. Customer service was excellent. After receiving the fireplace, we decided not to use the expanded trim kit. I called customer service and they issued an RMA for the trim kit. Once they received the trim kit back, the cost of the trim kit was refunded to my credit card. We love the new fireplace and are thrilled with the experience we had buying from fireplacesusa.com. I would absolutely buy from them again.
21 August 2023
Easy to install and looks great.
The ordering and delivery was easy and fast. The fireplace was easy to install and looks great.
15 November 2023
Reply from Fireplaces USA
Thank you for taking the time to share your positive feedback! We are delighted to hear that your ordering and delivery experience was easy and fast. It's fantastic to know that the fireplace was straightforward to install and has added a great look to your space. We truly appreciate your kind words and your support. If you have any more comments or if there's anything else we can assist you with, feel free to reach out. We're here to ensure your satisfaction. Thanks for choosing Fireplaces USA.
Everything turned out fine
Everything turned out fine. I really like the fireplace. The customer service was fine once I realized that no one was going to answer the phone. So don’t expect it, but they always returned my calls and answered my questions.
Willis
16 November 2023
Reply from Fireplaces USA
I'm delighted to hear that everything turned out fine and that you're enjoying the fireplace. I appreciate your understanding regarding the phone response, and I'm glad our team was able to return your calls and address your questions. If you have any further inquiries or need assistance, feel free to reach out. Thank you for your positive feedback! Thanks for choosing Fireplaces USA!
Reply from Fireplaces USA
Thank you for your positive feedback! We're thrilled to hear that your experience was fast and without any issues. We appreciate your support. If you have any queries, please feel free to reach out to us. Thanks for choosing Fireplaces USA!
Fast and no issues.
15 November 2023
Reply from Fireplaces USA
Thank you for your positive feedback! We're thrilled to hear that your experience was fast and without any issues. We appreciate your support. If you have any queries, please feel free to reach out to us. Thanks for choosing Fireplaces USA!
Great Experience
Received what we ordered in timely manner.
There was communication each step from order to delivery to operation.
7 November 2023
Reply from Fireplaces USA
Thank you for your positive feedback! We're delighted you received your order on time and appreciated our communication. If you have any further needs or questions, feel free to reach out. We value your comments and look forward to serving you again. Thanks for Choosing Fireplaces USA.
This company is great
This company is great. They beat best price I found. I bought the modern flames 36 inch redstone electric fireplace. my niece asked how I ran gas line.she thought the flame was real. It looks really great. Shipping was fast. Will recommend this fireplace and company to all my friends. I’m really happy with it.
10 November 2023
Unprompted review
Reply from Fireplaces USA
Thank you for your positive feedback! We're thrilled to hear that your experience was fast and without any issues. We appreciate your support. If you have any queries, please feel free to reach out to us. Thanks for choosing Fireplaces USA!
Do NOT purchase a Majestic Fireplace
Do NOT purchase a Majestic Fireplace. I purchased this and the thermostat automatically goes off every 9 hours as a "safety" feature, so every day, I have to reset the thermostat. It is a complete waste of time to have to reset the thermostat every day. DO NOT BUY THIS FIREPLACE.
29 November 2023
Unprompted review
Reply from Fireplaces USA
We sincerely apologize for any inconvenience you've experienced. It seems there might have been a mix-up with your order, resulting in a product that doesn't fully meet your expectations. We understand how frustrating this can be, and we're committed to resolving the issue promptly. To ensure we address your concerns effectively, please reach out to our dedicated customer support team at support@fireplacesusa.com. Thank you for your patience and understanding as we work to make this right for you.
Streamlined Experience
Buying process was simple, and logistics company was responsive. Got fireplace as specified!
28 October 2023
Reply from Fireplaces USA
Thank you for your positive feedback! We're thrilled to hear that your experience was fast and without any issues. We appreciate your support. If you have any queries, please feel free to reach out to us. Thanks for choosing Fireplaces USA!
I needed a trim kit for my Napoleon…
I needed a trim kit for my Napoleon Element 36" electric fireplace.
I searched for the lowest price online and found Fireplaces USA.
The product was priced right, shipped promptly and as described in a new factory sealed box.
Excellent experience and can highly recommend.
27 October 2023
Reply from Fireplaces USA
I'm delighted to hear about your positive experience with Fireplaces USA! It's great that you found the trim kit you needed at a competitive price, and the prompt shipping, along with an accurate product description, made your overall experience excellent. Your recommendation is valued, and if you have any further comments or questions, feel free to share. Thanks for sharing your positive feedback! Thanks for Choosing Fireplaces USA!
Reply from Fireplaces USA
Thank you so much for your kind words! We're thrilled to hear that we could contribute to making your surprise happen. Customer satisfaction is our top priority, and it's always rewarding to know that our service has had a positive impact. Thanks again for choosing Fireplaces USA, and we look forward to serving you again in the future!
100” electric fireplace
The product was of high-quality and shipped properly. We are very happy with it.
22 November 2023
Unprompted review
Reply from Fireplaces USA
Thank you so much for your kind words! We're thrilled to hear that you are happy with the high-quality product and that it arrived in good condition. Your satisfaction is our priority. If you have any further questions or need assistance, feel free to reach out. We appreciate your feedback!
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.