This single review reports product quality concerns and a prolonged, poorly handled replacement process with rude customer support. The issues described center on post-sale service and the time required to pursue a replacement. Prospective buyers should verify warranty and return policies and confirm how replacements are handled before purchasing. Documenting delivery condition and keeping written records of communications may help if issues arise.
Examples from available reviews (May 2018 – Feb 2026).
Customer experienced poor service and difficulty obtaining a replacement.
“they were extremely rude and unprofessional.”
Reviewer reports customer support was rude and unprofessional and describes a month-long dispute to obtain a replacement.
Reviewer says the product is not worth the hassle, citing replacement difficulties and unmet expectations for quality.
Post-purchase experience described as lengthy and frustrating: the reviewer dealt with the company for over a month to resolve issues.
Primary complaint centers on product quality; the reviewer was unsatisfied and pursued a replacement as a result.
Communication characterized as rude and unprofessional during attempts to resolve the order and replacement concerns.
Overall negative impression: product quality issues plus poor support led the reviewer to advise others to avoid the company.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · resellerratings.com (15) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Product met expectations, delivered on time, and assembled easily.
“All expectations met. Delivered on time. Easy assembly.”
Order delayed after charge; inconsistent explanations and suspected scam.
“this company is one BIG scamming people out of money!!”
Order backordered, found cheaper elsewhere, refund not issued promptly.
“Ordered in Oct, still haven't received Jan.”
Company initially agreed price match but later refused it.
“Was told they would match via email, then called in and placed order.”
I have NEVER written a negative comment about any company, but I feel it is important to warn others. I purchased this product and was not satisfied with the quality of the fireplace. I tried to resolve the matter with their customer support but they were extremely rude and unprofessional. I had to deal with this company for over a month to get an electric fireplace replaced. Stay away from this company. The product they sell is not worth all the hassle you will have to go through to get it replaced if it gets replaced at all. I would not recommend purchasing any items from them as they don't stand behind their products and will not provide proper customer service.
Product misrepresented as in-stock; seller canceled and refunded promptly.
“Bought a fireplace that was supposedly available to be shipped out in 1-3 days.”
Long delivery, poor quality, and customer charged for return shipping.
“It is so sad that a customer has to pay for "return shipping cost”
Product arrived broken and customer service was unresponsive.
“Our new fireplace arrive today broken.”
Damaged delivery but replacement sent; company later demanded burdensome return actions.
“They want me to buy insurance from a shipping company and pay to have the damaged heater sent back to the company.”
Box came crushed and unit was broken; offered minimal compensation.
“Box came torn, crushed and obviously from warehouse that way.”
Unanswered communication, damaged delivery, and inadequate customer support.
“Delivery was left in the rain in a busted box.”
Company took $800 for a backordered item and provided rude service.
“I have never had such horrible & rude customer service.”
Fireplace mantel package is high-quality but has a small firebox.
“The faux wood and slate are high quality.”
Fireplace arrived quickly and exceeded quality expectations; warms room nicely.
“the 3D effect on the flame is gorgeous.”
Reviewer loved the purchased mantel and praised excellent customer service.
“the customer service was excellent”
Company refused an exchange and staff were rude on calls.
“was treated rudely on the phone.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Electric Fireplaces Direct is an online retailer focused on electric fireplaces, stoves, inserts and related accessories. The site typically lists product specifications, images and purchasing options for residential customers. Shoppers researching the company often look for information on product models, warranties, shipping and post-sale support.