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
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See what reviewers are saying
The online customer service was polite and informative. The service helped us to find a stove to fit our specifications. The shipping was fast once we had ordered and paid. However, during the shipp... See more
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
3.1
Average
168 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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They suck rotten eggs!
They suck rotten eggs!
Sold me the wrong size fireplace. Doran would not refund it without taking 40% of my money!
What a POS company!!
June 18, 2025
Unprompted review
No more company, no refund
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 verification the company received it then crickets.... No returned emails, ph# hangs up immediately, now website is gone. My guess, the company is too! No refund will be coming!
March 17, 2024
Unprompted review
If I could give this place zero stars I…
If I could give this place zero stars I would. This site is a scam. I returned a fireplace back In February and to this date I have not received a refund or call back. You can’t get anyone on the phone and no one on the chat. They stole my money.
May 6, 2024
Unprompted review
Unresponsive to item received late and damaged
I placed an order and was told it was in back order. I received it a few weeks ahead of the anticipated delivery date but the item was badly damaged and useless. Customer service was at first responsive but stated no record of delivering and said they would get back to me. The scheduled delivery date approached and I get a message that item was already delivered. Of course it was the damaged item. I’ve repeatedly tried calling, messaging via website and emailing with no response.
April 1, 2024
Open box and missing parts costumer…
Open box and missing parts costumer service never fixed my issue
March 30, 2024
Item did not fit
Item did not fit, there was over an inch gap between the doors. Yes I measured the entire fireplace.... I emailed to inquire about replacement and never got a response
March 22, 2024
It's been a month since order
It's been a month since order. No good tracking number. Did not get my fireplace. No return chat available, no return email, there phones don't work. Scam!
March 19, 2024
Disconnected Phone Number. Beware!!!
Placed a large order and was told that it would take a week. No response to my emails and currently their phone systems has been disconnected all day today.
March 30, 2024
Unprompted review
Great Fireplace
Product, Price, ease of order, on time delivery, easy to install. Everything went perfect.
March 14, 2024
For Customerservice
I ordered a fireplace on March 12, 2024 and was told that it would ship right away and then I should expect to have it with him a week. Yesterday was April the third and it just arrived. I called at least twice to find out about it, and no one could tell me where it was at in the shipping process. Both times someone was supposed to call me back and did not.
I am not dissatisfied with the fireplace just with the customer service.
March 13, 2024
Absolutely horrible
Absolutely horrible. Returned a fireplace in December and still trying to get a refund or even a call back! I was even on the phone with the delivery driver while he was offloading to their loading dock and they still say that i still have it. Amazing!
March 12, 2024
Unprompted review
Reply from Fireplaces USA
We sincerely apologize for the inconvenience you've experienced. Your feedback is invaluable, and we're working diligently to resolve the issue promptly. Rest assured, we're committed to providing excellent service and ensuring a swift resolution. Thank you for bringing this to our attention.
Fireplace cooling extension kit
Ordered online and item arrived promptly well packaged and in good shape.
February 9, 2024
Reply from Fireplaces USA
We're delighted to hear that your online order arrived promptly and in excellent condition. Ensuring your items are well-packaged and delivered intact is our priority. Thank you for sharing your positive experience with us. We look forward to serving you again soon!
Reply from Fireplaces USA
We're delighted to hear that you found your experience with us easy and that our shipping was quick! Providing seamless service is our priority, and we're thrilled that we met your expectations. Thank you for your feedback, and we look forward to serving you again soon!
Nightmare experience everything has gone wrong with this…
Everything has gone wrong with this company. We ordered a fireplace over three months ago and after over two months finally received the fireplace but not the rest of the items we ordered to install it. I just want our money back and will be happy to ship the fireplace back in the same timely manner they took care of us so maybe by the 4th of July. We’re considering legal action. No one should be treated like this!
February 28, 2024
Unprompted review
Reply from Fireplaces USA
We're genuinely sorry for the inconvenience caused. Rest assured, we're committed to resolving this promptly. Your feedback is invaluable, and we'll ensure a swift refund process for the undelivered items. Please allow us to rectify this situation promptly, and thank you for your patience and understanding.
We expected the material sooner than it…
We expected the material sooner than it shipped and communication could have been better.
It was a good price but not a seamless transaction.
February 1, 2024
Reply from Fireplaces USA
review sent
You sent the wrong stove.
January 30, 2024
Reply from Fireplaces USA
Thank you for bringing this to our attention. We sincerely apologize for any inconvenience caused. Rest assured, we will promptly rectify the error and arrange for the correct stove to be delivered to you as soon as possible. Your satisfaction is our priority.
Fitment was fine shipping took much…
Fitment was fine shipping took much longer than anticipated
January 19, 2024
Reply from Fireplaces USA
Hi Lukas,
Thank you for your feedback! We're glad to hear that the fitment met your expectations. We apologize for the delay in shipping and are actively working to improve our delivery times. Your patience is greatly appreciated, and we aim to provide a smoother experience in the future.
Regards,
Jordan
The fireplace itself was great but we…
The fireplace itself was great but we had major issues with shipping and getting clear communication.
December 13, 2023
Reply from Fireplaces USA
Hi Christine!
Thank you for sharing your experience. We're delighted to hear that you found the fireplace great. We apologize for any inconvenience caused by shipping and communication issues. Your feedback is invaluable, and we'll use it to improve our processes to ensure a smoother experience for all our customers.
Regards,
Jordan
Fireplace damaged
Fireplace damaged. Customer service ignoring my emails. Contacted the BBB
January 5, 2024
Reply from Fireplaces USA
Hi Kim, I apologize for the inconvenience caused. Rest assured, we will prioritize your concern and take necessary steps to resolve the issue. I just wanted to confirm whether you would like to return the entire order or just the fireplace?
HORRIBLE
HORRIBLE - 3 WEEKS STILL WAITING ON MATERIAL
NO RESPONSE TO EMAILS
PHONE CALLS USUALLY GO UNANSWERED
UNFULFILLED PROMISES TO CHECK AND ADVISE ON ORDER
HORRIBLE
January 31, 2024
Unprompted review
Reply from Fireplaces USA
Hi Howard,
We sincerely apologize for the inconvenience caused. We've noted your concerns and are actively working to resolve them swiftly. Rest assured, we prioritize your satisfaction and are committed to improving our response times. Thank you for bringing this to our attention; your feedback helps us enhance our service delivery.
Regards,
Jordan
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