eFireplaceStore

We recently purchased a fire door from this website giving them the model and dimensions. We received the door pretty quickly, but ultimately found out it wasn't the right size and needed to return it. This is where everything goes south. There was no return policy on the original receipt, so we reached out to customer support. It wasn't until we received the return instructions that we were advised that the return needed to be in the same box it was shipped in. Given we attempted the install at our client's home and determined it wasn't the right size, the box had already been destroyed.
We shipped the door back with our own shipping box (paying additional shipping) and have been refused a refund because it wasn't in the original box it was shipped in. We had the original receipt and original protective packing; just not the box itself. Now they have the door and our money and the only solution they have for us is to pay for shipping (a third time) if we want the wrong door back. Not even an exchange or store credit! Unbelievable! The worst customer service we've come across for a while. We will never buy anything from them again!

I'm a builder and have ordered from them 3 times. 2 of the fireplaces ordered, the reps at efireplace sent the wrong venting. One of those fireplaces that venting wasn't known until after it wasn't installed. A third fireplace, we needed warranty work on one of their higher end fireplaces. The warranty side of their department is terrible. You struggle to get any part, if anything is wrong they won't send the part, even though it could be their fault to begin with. We have one fireplace where the serial number isn't in the fireplace- we couldn't get the replacement parts through warranty because the fireplace they sent, didn't come with the common metal serial number attached to the fireplace. All in all, the prices are typically the best, but if you have anything wrong or depend on them to get information correct, then it's best to shop elsewhere. After shopping elsewhere, they ate barely cheaper for the same fireplace than an in town store, which warranties, easy to access, etc. due to numerous issues with the company over the past 1 year, I atringly Advise shooing with a company that backs their products up, especially the higher end products. Unfortunately a lot of fireplaces you can't order parts from the manufacturer, you're forced to go through the dealer, a dealer that doesn't help.
The fireplace shown had a defective lighting module. At first we thought the light hikes were bad, but it turned out the module never worked. We were unable to get that part from efireplace, they DID NOT hold to their warranty

I had almost bought from one of their competitors until they dragged their feet when I was trying to order. Because they were slow I read the BBB reviews and was glad I didn't use them. I contacted eFireplaceStore because their BBB reviews were really positive. I confirmed what I wanted met my needs and went through a seamless online ordering process in about 15 minutes. I was kept informed of the orders process, received tracking info and received the skid of two boxes by FedEx intact with no visible outside damage. The prep work done to secure the boxes to the skid was excellent. And there was no damage internally either because of the way the burner and the logs were packed. Their competitor did finally get back to me with a discount but I had already placed an order with eFireplaceStore. I used their 110% price guarantee and to my astonishment they gave me a credit amount bigger than the late discount from their competitor and that was AFTER I had placed the order. They have my future business because they earned it!