Generally the products are high quality…
Generally the products are high quality and a good value. We bought a Malm free-standing fireplace (which was great), but the chimney stack shipped was the wrong part and customer service was no help. They said we had only two days to claim an issue, but what they stated was two days to claim a ‘damaged part’, the part was not damaged but did not fit in the assembly. This ended up costing many times the value to replace and get right (with a reputable and customer focused business).
Reply from US Fireplace Store
Thank you for sharing your experience with us, and we appreciate your acknowledgment of the generally high quality and value of our products. However, we deeply regret the inconvenience and frustration you encountered with the incorrect chimney stack for your Malm free-standing fireplace. We understand how important it is for parts to fit seamlessly, and we apologize for any miscommunication or lack of assistance you experienced from our customer service team. Your feedback is invaluable, and we are committed to improving our processes to ensure such issues are addressed promptly and effectively in the future. Thank you for bringing this to our attention, and we hope to have the opportunity to restore your trust in our company.
