US fireplace doesn't care about their customers
The sales team misrepresented a gas log burner set as B-vent compatible, and recommended I buy an additional part to adapt the burner. RH Peterson, the manufacturer, confirmed I was misinformed, and furthermore insisted the burner could not be adapted without the risk of fire.
I understand people make mistakes, but when I tried to return the items, they insisted I pay a 25% restocking fee, plus the costs of shipping (both ways)
No manager would take my calls to discuss the problem. Every time I reached out, I received a "cut and paste" reply basically telling me that in order to be fair, we treat every issue the same, and take no responsibility for our misrepresentation and mistakes.
October 20, 2025
Unprompted review