Linda T Lpm

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Oxford, Mississippi

Did not receive the firecracker sound system with my irder

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Electric Fireplaces Direct - Did not receive the firecracker sound system with my irder
Updated by user Nov 26, 2023

Nothing new. Decided to discontinue the hassle of no communication back and forth!!! I don’t have time for this!!!!

Original review Nov 10, 2023
Poor customer service! Still waiting for a phone call from a representative. After waiting about 10 minutes to speak to a real person, I had to wait again
View full review

User's recommendation: Beware of ordering the extra crackling system!!!

1 comment
Guest

The fire cracker is backorder until December 1st. Backorder emails have been sent out.

Please check your small/junk files.

I will be happy to assist you. We do not have robotic answering services so you will only talk to a real person if you are calling Electric Fireplaces Direct at 866-966-**** dring business hours.

Breanna M Kan

Stay Away

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
User Ordered a fireplace over the phone - customer service assured me this was the best possible price they could do. A week later the fireplace goes on sale for $600 less than what I paid. Company refuses to give a price adjustment or allow a return. Stay away and take your money to a different company that stands by their products and services!
View full review
Loss:
$600

Preferred solution: Price reduction

Brad M Mjg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Poor customer service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
We purchased an electric fireplace months ago. Weve yet to receive the fireplace, and the company will not respond to our voicemail messages.
View full review
Cons:
  • Poor customer service

Preferred solution: Deliver product or service ordered

Chasity c

Horrible to deal with

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
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
View full review
Loss:
$1
Cons:
  • Will take your money

Preferred solution: Full refund

User's recommendation: Do not get scammed

Anonymous

Box crushed broken unit

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Electric Fireplaces Direct - Box crushed broken unit
They sent a torn crushed box. Broke the unit inside. $169 unit. Offered me $17. Huh????
View full review
Pros:
  • Good pricing
Cons:
  • Send damaged goods
Reason of review:
Damaged or defective
Anonymous
map-marker Springfield, Missouri

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!
View full review
Laney Akb

Very bad service. Liars

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
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.
View full review
Reason of review:
Problem with delivery
Canton Xyv
map-marker Saint Louis, Missouri

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.
View full review
1 comment
Guest

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.

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article