Electric Fireplaces Direct Reviews

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service fireplace fire place customer money number order fire quality unit
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Horrible to deal with

Do not order from this company they sent a product that was not as described and when I went to return it has been a nightmare. Not only do they ask you send it Back in the original Box after opening the original box to find a very small and poor quality fireplace you also have to pay to ship it. When I ask them if I could drive 3 1/2 hours to bring it back they said no due to covid however the fedex driver can bring it......they also told me it does not matter the condition of the Box they came in to tape it Please do not order from this company they will take your money

User's recommendation: Do not get scammed.

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ID
#2316743 Review #2316743 is a subjective opinion of poster.
Cons
  • Will take your money
Loss
$1
Preferred solution
Full refund

Box crushed broken unit

Electric Fireplaces Direct - Box crushed broken unit
They sent a torn crushed box. Broke the unit inside. $169 unit. Offered me $17. Huh????
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ID
#1680281 Review #1680281 is a subjective opinion of poster.
Product
Duraflame Fireplace
Pros
  • Good pricing
Cons
  • Send damaged goods
Reason of review
Damaged or defective

Excellent product and service

Kipling Electric Fireplace Mantel Package in Burnished Oak - 6030E-BO. This is an attractive fireplace. The faux wood and slate are high quality. The glowing logs/embers are bright and realistic. The flames are okay. I almost gave this unit 4 stars because the actual firebox is not very big. The whole unit is a great size, but I bought it for the fire, and that part isn't big enough for me. But there is nothing wrong with the unit if you don't mind the smaller fire. Took about 2.5 hours to assemble. Highest marks to Hope who answered every question promptly and gave me excellent service. Product arrived undamaged in 6 days!
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ID
#1426208 Review #1426208 is a subjective opinion of poster.
Location
Springfield, Missouri
New Reviewer

Very bad service. Liars

I bought a fire place on 10/09/2017. On 10/11 I received a voicemail from the carrier company. The message was that the delivery was going to be on 10/13. I called them to confirm it and they told me that the delivery might be on Friday and that they can’t promise anything. Then I called “electric fire place direct” and twice a customer service representative hung up on me. Finally a representative named Crystal tried to help me. She made a phone call to the carrier company and then returned to me and told me the delivery is going to be on Friday 10/13. On Thursday I requested a day off for Friday and called the moving company to request a mover for 4 hours for $ 15 per hour. When I got home on Thursday I received another voicemail from the carrier company and they confirmed that the delivery is going to be on Friday. On Friday at 8:15 in the morning everything was setup for the delivery and I received a phone call from the carriering company and a representative named Debbie told me that the delivery can’t be made on Friday. I called back to Electirc Fire Place Direct and a representative Crystal who gave me her direct phone number on Wednesday told me that she is sorry for the inconvenience. When I asked who is gonna cover my expenses she told me that was not her problem. I asked for the supervisor and I never got connected. Liars, don’t buy from them.
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ID
#1114786 Review #1114786 is a subjective opinion of poster.
Reason of review
Problem with delivery
New Reviewer

ElectricFireplaces Direct awful selling practices

I purchased an electric fireplace/stove (model number DFS-750-1, serial number SBN002531, order number 83716) from ElectricFireplacesDirect.com on 11/05/2010. It arrived on 11/09/2010. We plugged it in and enjoyed the fireplace for about 5 days before the motor quit giving out heat. I called the seller back and was advised to call the manufacturer for troubleshooting. I called the manufacturer which suggested that the motor may have been defective and that they will send me a motor replacement. At that time I raised my concerns about replacing a motor as no one in my family was an electrician but they assured me it was an easy thing to do. New motor arrived in about 2 weeks after my call, meanwhile we had no source of heat we had hoped for. When the motor arrived I looked at instructions and realized that I ( and everyone else in my family) was unable to take the old motor out and replace it with new one as we simply are not experienced in this and would not want to jeopardize our house by using possibly faulty electric stove. I called back the seller explaining this to them which in case referred me back to manufacturer. Manufacturer then referred me back to seller and I had to call back and forth for about a month until manufacturer finally sent fireplace replacement. It arrived about a week ago, meanwhile we had not source of heat we paid for during the last 2,5 months. Well, this replacement electric stove started doing exactly the same thing: the motor/heat would come on for about 10 seconds when first turned on and then it would shut off producing no heat. Tired of dealing with faulty product I called ElectricFireplacesDirect explaining that we are not happy with this stove and would like to get our money back. Customer service rep Cathy said that since the stove was purchased back in November there is nothing they can do about it as they refund policy is 14 days. Well, this a NEW fireplace that I received just a week ago and I do not want to go through the whole ordeal again. I offered to send both fireplaces back to them and she refused saying it's not their policy again and suggested I call the manufacturer again. Well, it's been *** calling back and forth and meanwhile we have a stove we paid for ($149.99) that does not work. I would like to get my money back and purchase something that is more reliable. Also, their website have TONS of customers testimonials on it but I couldn't find a way to leave my own testimonial. Are the scanning customers reviews and choose the favorable ones only? Please, look into this. We've paid a good amount of money for this stove so that our family has a source of heat in this cold winter. Right now we feel like we've been robbed of our money and this company caused us an enormous amount of heartache due to their unfair practices.
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1 comment
#333118

This customer reported the defect to us on the same day that this review was made. We issued a refund within 3 days. The customer's refund check cleared our bank on 2/11/11.

The product issue was originally directed to the manufacturer because they are responsible for the warranty. When the customer was not satisfied with their response, we got involved to solve the issue.

I am not certain that we could have done further.

BTW, this product has over 200 reviews with an average rating of 4.6 out of 5. This customer experienced very unusual challenges with this product.

Please consider removing the comments given the whole story.

ID
#219075 Review #219075 is a subjective opinion of poster.
Location
Saint Louis, Missouri

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