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
Instant Feedback
Great experience, the site was easy to navigate. We had a problem with the first one we purchased, but it was too small. The exchange was easily handled.
The product use and descriptions were misleading. Customer service at first was terrible, it did get better and damaged products were replaced.
I cancelled the order way before it shipped. I received an email notification that the order shipped several days after I cancelled the order. I had to pay shipping cost back to you because your employees couldn't do their job. Very frustrating.
Dear Sue, 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!
I was told my purchase would ship within 7 days.
It has been 2.5 weeks now and still not word.
I need the part to repair my wood stove.
Why has the part not shipped?
Dear Fred, We are very sorry for this experience with our company and understand your frustration. Our Shipping Department is working overtime to process the order and get it shipped out of our facility as promptly as possible and we deeply apologize for this inconvenience and appreciate you bringing this to our attention. We appreciate your feedback very much, as it helps us do better.
Ordered this item turned out I ordered the wrong size. The return was an easy process and reordered the correct size no issues. Received it promptly and fit perfectly.
I ordered, it came. That's all I require to be satisfied with my experience
My order for double wall stovepipe was received 19 July by Northline and they sent the order in two shipments (understandable because of the shapes) I received the one shipment on 28 July, but here it is 7 August (10 days later and 20 days since the order was received) and the rest of the order is still in limbo. This is most likely not their fault, but the fault of UPS, therefore I am not laying all of the blame at their feet.
Dear Trevor, We are very sorry for this experience with our company and understand your frustration. Our Shipping Department is working overtime to process the order and get it shipped out of our facility as promptly as possible and we deeply apologize for this inconvenience and appreciate you bringing this to our attention. We appreciate your feedback very much, as it helps us do better.
Marcie in Customer Service went above and beyond to help resolve third party delivery issues. Thank you Marcie!
The website does not identify Stove Bright paint color "Sunset" as a metallic color. Some other paint colors on the website are identified as metallic, but Sunset is not, even though it is.
Dear Charles, Thank you for bringing this error to our attention. We have a dedicated Web Development team who will receive this information to improve your experience with our website. We apologize for the inconvenience this error has caused you and appreciate your patience as we work to resolve this issue. You feedback helps us do better, we appreciate your comments!
Fast shipping and highly recommend! Great customer service.
Extremely fast service, just what I needed
Very satisfied
The strap I ordered arrived quickly and looks to be high quality. Unfortunately it won't work for my application and I'll need to return. I received instructions on how to return with a simple emailed request.
Fast delivery. Excellent quality! Made in USA. Nice cover.
I ordered a complete set of chimney pipe and stove pipe from NorthlineExpress. Shipping was fast especially given the number of items ordered. There was 1 piece of chimney pipe that got lost in transit but after a call to NorthlineExpress to incuire about it they took immediate care of sending a new pipe.
Website was easy to use and order from. Purchased the brush as a replacement for my old warn out brush so have not used the new one yet but seems to fit the flue liner fine. Satisfied with the purchase
I ordered chimney pipes and elbows online and received them but they did not connect. Paid extra shipping costs and I would have thought they would have known or contacted me they weren't connecting pieces. I'm the consumer not the stove pipe expert. Now waiting for return authorization
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!
I ordered chimney pipes and elbows online and received them but they did not connect. Paid extra shipping costs and I would have thought they would have known or contacted me they weren't connecting pieces. I'm the consumer not the stove pipe expert. Now waiting for return authorization
Good website. Quick shipping. Had the part I needed
Easy ordering and fast shipping. The arbor was exactly what I needed.
You asked me to indicate what I thought. If it isn't enough for you to be happy with my answers. Too bad.
Every came quickly in many different shipments. Two pipes came damage but the customer service responded quickly and its getting it resolved.
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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 Manfred, 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!