eFireplaceStore

Purchassed a FSD-ECUH4L- AB Elite Adjustable 4" Fireplace Hood with Lintel Mount. Item arrived, opened box and could already see issues with construction (individual pieces not cut exactly square) for providing good fitting joints when sized and attached in fireplace opening. Contacted seller and explained to them my concerns, really didn't care'! Stated I wanted to return then for previously stated reason. I was told procedures for returns were on web site, so went to web site to learn I needed to call number I just called and talked to a representative to request a return authorization number? WTF the first individual couldn't have done that!? Steadily went downhill from here on, 3 days letter got email with RMA # and told I would incur a 15% restocking fee for returning a overpriced piece of garbage, as well as the shipping cost to ship it to me (shipping not really a big deal). WTF you are selling inferior products online that noone can inspect except some preselected stock file photo of a like item, so on faith you purchase based on their description and hype, look at reviews to see what others have to say and then when you call them on their product they don't care and want to charge you extra fees! Wouldn't have needed to return item if it had been as described/presented etc. I believe I would be save in saying everyone they have sold has been poorly constructed but people either don't know they were sold crap or the don't care?

I have the impression that this place is nothing more than a phone operation front that takes orders from it's website and drop ships everything.

I called efireplacestore before I ordered a river rock set to make sure it would replace the log set in my Napoleon XIR4 fireplace. The part was listed on their website under the XIR4 but the part description had a number of models listed but not the XIR4. Before I ordered it on line I decided to call and confirm assuming that a store that specialized in fireplaces and sold the fireplace I owned would have the expertise to know.

Adam H. In sales didn't know and spoke to the 'techs'. They said it was compatible so I ordered it. When it came it obviously was the wrong part. What I received had maybe half the rocks it would take to cover the XIR4. The instruction sheet in the kit showed it was for a 'patio flame' which is a round looking outside fireplace. It made no mention of the XIR4.

When I emailed them to take it back here's the answer I got.

"I do apologize for any miscommunication, however I pulled the recording of our conversation and I was only asked if the MKRY (part number you gave me) was compatible with the XIR4. I asked one of our techs to be sure, and he confirmed that it was compatible. I've attached a snippet of the accessories that are made for the XIR4, which is up to date. If you would like to return this, then it would have to be as a standard return, in which the original outbound shipping fee that we covered will not be refunded, and the manufacturers charge a 15% restocking fee. I will go ahead and request the RMA number needed for returns so you do not have to wait for it."

Then I searched google for the part number and no vendors show this being compatible with my XIR4. I probably could dump the rocks in the fire but that's where the compatibility ends.

Adam has spent the day emailing me back and forth trying to blame me and having me take pictures.

I simply am calling Discover card and having them stop the payment on this transaction.

Believe me, go buy your stuff from Amazon of some reputable vendor. I found a 'real' fireplace distributor that knows the product to get my part from."