From the business
We offer top quality, hand selected, indoor and outdoor fireplaces, stoves, stove pipe and more to heat your life up. Great prices and Fast Shipping!
NorthlineExpress Reviews Summary
The company enjoys a solid reputation for product quality and reliability, with customers frequently praising the excellent selection and value of items offered. Many reviews highlight the professionalism in packaging and prompt delivery, contributing to overall satisfaction. However, some customers express concerns regarding service delays, particularly with backorders and order processing times, which can lead to frustration. While customer service is often noted as responsive and helpful, there are occasional issues related to returns and order accuracy. Overall, the sentiment reflects a balance of appreciation for quality products alongside a need for improved efficiency in order fulfillment.
This summary is generated by AI, based on text from customer reviews
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Placing the ordering was easy and quick. A person should not worry about if they will do what they say. I have nothing bad to say about the order process.
Arrived much quicker than i expected and the quality is fantastic. Thanks!
Has become the bad fast food drive through of the internet.
Ordered what appeared to be a stainless steel chimney pipe $300
Was invoiced for a galvanized pipe, which I cannot use with coal.
Canceled that, re-ordered stainless pipe.
Galvanized pipe showed up at my house by UPS, I refused it.
Stainless pipe showed up next day, driver could not leave it, scan said "intercept"
Reordered it a 3rd time, order sat for 5 days was never shipped.
Had to cancel and reorder from small ma/pa store in Tennessee.
Had it in 3 days. Need I say more?
Am now in process of trying to get all my money back through credit card dispute with Northern.
What is wrong with you people? Just close up and go out of business already
Website said 3 to 5 day shipping time, took well over a week to get one of three parts I ordered. Now we are going on over 3 weeks from ordering and I get an email saying my other two items shipped. The tracking number attached to the email is the same number as the first shipment and reads that it has already been delivered, and it has not.
Dear Joseph, We are very sorry for this experience with our company and understand your frustration. If you have not done so already, please reach out to our Customer Service team at fireplaceorders@onlinestores.com. You will hear from our Customer Service team as soon as possible and appreciate your patience as we work to resolve this, we are so sorry for this experience!
Have not received. On back order for 3 more weeks. Used this company before
Dear Dan, We are very sorry for this experience with our company and understand your frustration. Our Shipping Department is working overtime to process your order and get it shipped out of our facility as promptly as possible and we apologize for the delay. If you've received an Order Confirmation with a tracking number, and that has not resolved your question, then please contact our Customer Service Department at fireplaceorders@onlinestores.com and we will respond as soon as possible. Again, we deeply apologize for this inconvenience and appreciate you bringing this to our attention.
Easy to use website, quick delivery, packaged well!
This item was easy to find on the website and easy to order. I also got a discount, which is awesome! It arrived much sooner than expected, which is good for us. It is beautiful!
Chimney wizard made it easy to figure out what I needed except for the fact that you cannot input a wall that is deeper than 12 inches. There are some aspects the wizard doesn't explain such as the pipe going through a wall much extend at least 6" into the interior room. The chimney wizard automatically added this 6" so when it recommend an 18" long pipe I didn't know I really needed 24".
North line apparently doesn't do free returns so getting them to honor their systems mess up was a bit of a pain. Then they wanted to charge me 15-20% (can't remember the exact amount) if the item came back damaged even though it came with NO packing material in the box that it was shipping to me in.
I won't be using northline again. Customer service didn't offer to send me a new 24 inch pipe and wanted to charge me shipping on the new one for their mess up from their system. Not impressed with these policies. They did nothing to help solve my problem besides offer me a refund upon receipt of the incorrect item.
Dear Michael, We are very sorry for this experience with our company and understand your frustration. If you have not done so already, please reach out to our Customer Service team at fireplaceorders@onlinestores.com. You will hear from our Customer Service team as soon as possible and appreciate your patience as we work to resolve this, we are so sorry for this experience!
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I never received the spark arrestor. It was ordered and paid for just never received. Reached out to no avail.
Dear Jason, We are very sorry for this experience with our company and understand your frustration. Our Shipping Department is working overtime to process your order and get it shipped out of our facility as promptly as possible and we apologize for the delay. If you've received an Order Confirmation with a tracking number, and that has not resolved your question, then please contact our Customer Service Department at fireplaceorders@onlinestores.com and we will respond as soon as possible. Again, we deeply apologize for this inconvenience and appreciate you bringing this to our attention.
Northline not only took my call but researched my needs, returned my call and emailed exactly what I needed to order. There customer service was THE BEST!
Would not hesitate to buy from again. Shipping was fast. Ordering was easy.
Effortless ordering, and paying process. Item was easy to find.
As usual, for the past 6 or 7 years, everything I have received has been top quality. I have had no disappointments with the product and delivery. The sale prices are unbeatable, too. My husband has loved everything I've purchased!
It was delivered to a neighbors home rather than mine, and they are just here for recreation. They don't live there. Now that the chimney is already installed and I finally found the package. But I don't see how these things are supposed to fit the chimney and do any good. Maybe they are not for the Duravent chimney that I have?
Dear Diana, We are very sorry for this experience with our company and understand your frustration. If you have not done so already, please reach out to our Customer Service team at fireplaceorders@onlinestores.com. You will hear from our Customer Service team as soon as possible and appreciate your patience as we work to resolve this, we are so sorry for this experience!
It did not automatically give me 10% off for giving my email
I ordered a fireplace screen for $250. They make it clear that you have to pay shipping for returns but they do not tell you that shipping costs will be more than the cost of the product. To return the screen would have cost me over $350. The response from the customer service rep was to sell the screen locally. Do not buy from them. Buy local.
Dear John, We understand that not offering Free Shipping for your order is frustrating and would like to apologize for this inconvenience. We invite you to review our policies regarding Free Shipping here https://www.onlinestores.com/shippinginfo.html and hope that this addresses your concerns. Thank you for your feedback as we strive to do better and serve our customers promptly.
Acacia patio chairs with arm rests. Arm rests are wobbly and not well fixed to the frame. Wood was stained. I would have preferred untreated wood to be treated with boiled linseed oil. High price.
Your prompt response was excellent and shipping easy to navigate.
Had exactly what I was looking for at at a decent price was easy to find what I was looking for
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Charles, We are very sorry for this experience with our company and understand your frustration. If you have not done so already, please reach out to our Customer Service team at fireplaceorders@onlinestores.com. You will hear from our Customer Service team as soon as possible and appreciate your patience as we work to resolve this, we are so sorry for this experience!