Great shopping experience, delivery?
Great shopping experience. Great value. Chat to resolve issue helpful and good. Missed the mark on fulfillment and delivery. Ordered glass fireplace doors that should have been shipped in two(2) cartons/boxes. Only one(1) shows up and at least three(3) weeks later the second shows up with missing screws. I did not contact the supplier for screws but was not pleased that there was yet another issue and did not want to wait and installed using screws that I had in my workshop.
Reply from US Fireplace Store
Thank you for taking the time to share your experience with us. We're glad to hear that you were happy with our pricing, service, and overall shopping experience — and that our chat support was helpful in resolving your issue.
That said, we’re truly sorry for the delay in delivery and the missing screws in your second shipment. We completely understand how frustrating it must have been, especially after already waiting longer than expected. While we're glad you were able to complete the installation with your own hardware, it’s disappointing to hear we missed the mark on fulfillment.
Your feedback is very valuable and will be shared with our shipping and fulfillment teams to help prevent this kind of issue in the future. If there's anything we can do to make things right or support you further, please don’t hesitate to reach out.
Thank you again for your honesty and for giving us the opportunity to improve.