Electric Fireplaces Direct And Renovation Brands
Reviews and Complaints

We placed an order for a fireplace March 23, 2018. They were nice enough. Took the card number and assured us that everything was good and the money would be taken out that night or the next day. We got the due date and hung up happy. The due date cane and we were told that it was backordered. I've called a few times and found someone to give me another due date. They said it was set to be delivered today, May 5, 2018. Yesterday I got a call from Julia saying it was discontinued. I asked when it had been discontinued and was told, "a little while ago". We looked over the site and tried to order another, when I find out that the card was turned down in the billing department. The woman I talked to, Amy, wouldn't put me through to billing and just wanted my card number again. After going over my bank account, talking to people at the bank, we were left with the feeling that the original person had written the number wrong and they didn't want to take responsibility for the original person's mistake. I asked Amy how did our order go through all of the assurances that we got over the past 2months and no one alerted us. Suddenly she had to go. Glad we didn't go any further with them. If they were so poorly trained and customer service is such a joke, I don't know what would have happened if we had anything happened after delivery!

I purchased a $1400 fireplace from Electric Fireplace Direct and when it arrived it was broken. A huge crack went through the fake stone. I called the company the same day it was delivered, filled out the required forms and emailed everything back to them. They offered me $130 dollars credit which I refused. Since then they will not respond to any emails or phone calls. I notified my credit card company and I am hoping they can assist in this situation. DO NOT PURCHASE ANYTHING FROM THIS COMPANY

I purchased a electric fireplace that was large, heavy and bulky. They had 2 delivery options on their website when checking out: free and $75 for inside delivery. Neither was explained. I chose inside delivery thinking that included set up in my home. A few days later, I got an email explaining that inside delivery only meant inside the threshold on the first floor and could include inside a garage. What is the free delivery, I wondered: push it off the truck and dump in the yard? Anyway, they went on to explain that I could have "white glove" delivery to my second floor apartment (which has an elevator) for $175. I think $175 is too high and, more importantly, that option should have appeared on their website with clear information. The email went on to explain that many customers have been dissatisfied with paying $75 to have the large, heavy boxed dumped in their entryway. I bet. I am in the process of trying to get the order cancelled. Not so much because the delivery charge is out of line (it is), but more importantly, my experience has been that companies that pull this sort of bait and switch on delivery charges will also do shady things elsewhere. Hopefully, they will cancel my order and let me walk away.

I ordered an electric fireplace from Electric Fireplace Direct and when it arrived it was missing the hardware that I would need. I called customer service and it was a nightmare after 3 phone calls and 2 e-mails I finally spoke to someone who told me it would be an additional week to ten days before I would receive the parts. From the time of my order that would be 3 weeks. They were unapologetic and showed no concern for my predicament. The fireplace is very nice but the customer service is terrible...Beware

I purchased an electric fireplace/stove (model number DFS-750-1, serial number SBN002531, order number 83716) from ElectricFireplacesDirect.com on 11/05/2010. It arrived on 11/09/2010.

We plugged it in and enjoyed the fireplace for about 5 days before the motor quit giving out heat. I called the seller back and was advised to call the manufacturer for troubleshooting. I called the manufacturer which suggested that the motor may have been defective and that they will send me a motor replacement. At that time I raised my concerns about replacing a motor as no one in my family was an electrician but they assured me it was an easy thing to do. New motor arrived in about 2 weeks after my call, meanwhile we had no source of heat we had hoped for.

When the motor arrived I looked at instructions and realized that I ( and everyone else in my family) was unable to take the old motor out and replace it with new one as we simply are not experienced in this and would not want to jeopardize our house by using possibly faulty electric stove.

I called back the seller explaining this to them which in case referred me back to manufacturer. Manufacturer then referred me back to seller and I had to call back and forth for about a month until manufacturer finally sent fireplace replacement.

It arrived about a week ago, meanwhile we had not source of heat we paid for during the last 2, 5 months.

Well, this replacement electric stove started doing exactly the same thing: the motor/heat would come on for about 10 seconds when first turned on and then it would shut off producing no heat. Tired of dealing with faulty product I called ElectricFireplacesDirect explaining that we are not happy with this stove and would like to get our money back.

Customer service rep Cathy said that since the stove was purchased back in November there is nothing they can do about it as they refund policy is 14 days. Well, this a NEW fireplace that I received just a week ago and I do not want to go through the whole ordeal again. I offered to send both fireplaces back to them and she refused saying it's not their policy again and suggested I call the manufacturer again. Well, it's been *** calling back and forth and meanwhile we have a stove we paid for ($149.99) that does not work.

I would like to get my money back and purchase something that is more reliable.

Also, their website have TONS of customers testimonials on it but I couldn't find a way to leave my own testimonial. Are the scanning customers reviews and choose the favorable ones only?

Please, look into this. We've paid a good amount of money for this stove so that our family has a source of heat in this cold winter. Right now we feel like we've been robbed of our money and this company caused us an enormous amount of heartache due to their unfair practices.

I placed an order for 4 electric fireplaces with Cymax online. When I placed the order the items were listed as "in stock". The orders were processed and the charges placed on my credit card. Six days later I was informed that the items were on backorder. I called Cymax and was assured the items would be shipped out within the week. I also emailed Cymax and was told that the manufacturer had the items on backorder and would probably not be ready to process until January! On 12/23/10 I recived an email telling me that the items would be shipped on 12/29/10. I am still waiting. I contacted my credit card company and was told that if the order did not ship they would investigate the charges for me. This entire process has been like going to a fast food restaurant, placing your order, paying for the food and then being told to "pull up, your order will be brought to you when it is ready"! IF this order is ever completed I will not do business with this company again.