Lois H.

I ordered a fireplace insert. In the selection process the salesman was friendly and helpful. When the insert arrived the box was wide open - it was packaged poorly and the tape didn't stick. When I called to complain and ask to have the product replace, the same salesman could not have been ruder. He asked me if the product had been damaged, which I could not tell as I am not an expert in fireplace inserts. Also, obviously, I could not determine if there were parts missing during transit. I sent pictures of the wide open box, which is how I received it. They were quite rude during our discussion. Finally they did agree to a refund but they charged me $300 for a restocking fee.

They have other terrific competitors, and I suggest you check those out.