Poor customer service
I called once with questions and the person sounded like they were in a call center. Then the call was disconnected. I was thinking about returning the fireplace but no one asked why and the return policy is 25% restock and shipping. They still haven't said anything about how much for the shipping,all email... be careful ordering!
Reply from US Fireplace Store
Thank you for sharing your feedback, and We're really sorry to hear about your experience. We take customer service seriously, and it’s disappointing to know we didn’t meet your expectations.
We apologize for the call being disconnected and for the lack of clarity regarding our return policy. We completely understand how frustrating this can be. We aim to provide all the necessary details, including shipping costs, upfront, and it looks like we missed the mark here.
Upon checking, We see that we’ve already reached out to you regarding the return shipping cost, and we are currently waiting for your confirmation to proceed. We want to make sure everything is clear and that you have all the information you need for your return.
If there’s anything else we can assist you with or if you need further clarification, please don’t hesitate to let us know. We appreciate your patience and hope to resolve this for you as quickly as possible.