Customers often praise the fireplace look and heating performance. Several buyers mention fast shipping and helpful sales staff. Other reviews describe damaged or faulty units and uneven follow-up on delivery or returns. Reports on installation range from tidy and professional to messy and disrespectful.
Examples from available reviews (May 2018 – Feb 2026).
Attentive staff, wide selection, smooth fitting and tidy installer.
“Attentive and knowledgeable staff.”
Fireplace arrived quickly and exceeded quality expectations; warms room nicely.
“the 3D effect on the flame is gorgeous.”
Poor communication and unanswered questions led to not purchasing.
“They would either not reply, or completely ignore some questions on my email.”
Damaged delivery but replacement sent; company later demanded burdensome return actions.
“They want me to buy insurance from a shipping company and pay to have the damaged heater sent back to the company.”
Many reviews mention quick delivery, knowledgeable sales staff, and fast fitting. Others describe rude or dismissive staff, return requests left unanswered, and cancelled orders still being delivered. Customers report both smooth installations and confrontational visits from fitters.
Several customers say the product met expectations and felt worth the price. A smaller set of reviews mentions price matches being refused and customers charged for return shipping. Price and refund disputes show up in a minority of reports.
Some reviews praise the website and live chat for making ordering easy. The on-site experience varies: some fitters work neatly and quickly, while others leave a mess and play loud music. A few reviews also mention issues like remotes that do not work and manuals that are out of date.
Many reviewers point to strong flame effects, attractive mantels, and fast heating. A recurring set of complaints describes items arriving damaged, split logs, noisy motors, and missing parts. Customers report both trouble-free units and units that needed replacement or repair.
Numerous reviews mention emails going unanswered, long waits on hold, and tracking or follow-up that varies. Several customers name specific staff who kept them updated and fixed problems. Communication issues most often appear alongside delivery or returns troubles.
Reviews split between customers who got timely service and flawless products and those who received damaged goods or weak support. High-rated accounts highlight helpful staff and smooth installs. Low-rated accounts focus on damaged deliveries, lack of replies, and refunds or exchanges that were not resolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · resellerratings.com (15) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Product met expectations, delivered on time, and assembled easily.
“All expectations met. Delivered on time. Easy assembly.”
Order delayed after charge; inconsistent explanations and suspected scam.
“this company is one BIG scamming people out of money!!”
Order backordered, found cheaper elsewhere, refund not issued promptly.
“Ordered in Oct, still haven't received Jan.”
Company initially agreed price match but later refused it.
“Was told they would match via email, then called in and placed order.”
I have NEVER written a negative comment about any company, but I feel it is important to warn others. I purchased this product and was not satisfied with the quality of the fireplace. I tried to resolve the matter with their customer support but they were extremely rude and unprofessional. I had to deal with this company for over a month to get an electric fireplace replaced. Stay away from this company. The product they sell is not worth all the hassle you will have to go through to get it replaced if it gets replaced at all. I would not recommend purchasing any items from them as they don't stand behind their products and will not provide proper customer service.
Product misrepresented as in-stock; seller canceled and refunded promptly.
“Bought a fireplace that was supposedly available to be shipped out in 1-3 days.”
Long delivery, poor quality, and customer charged for return shipping.
“It is so sad that a customer has to pay for "return shipping cost”
Product arrived broken and customer service was unresponsive.
“Our new fireplace arrive today broken.”
Damaged delivery but replacement sent; company later demanded burdensome return actions.
“They want me to buy insurance from a shipping company and pay to have the damaged heater sent back to the company.”
Box came crushed and unit was broken; offered minimal compensation.
“Box came torn, crushed and obviously from warehouse that way.”
Unanswered communication, damaged delivery, and inadequate customer support.
“Delivery was left in the rain in a busted box.”
Company took $800 for a backordered item and provided rude service.
“I have never had such horrible & rude customer service.”
Fireplace mantel package is high-quality but has a small firebox.
“The faux wood and slate are high quality.”
Fireplace arrived quickly and exceeded quality expectations; warms room nicely.
“the 3D effect on the flame is gorgeous.”
Reviewer loved the purchased mantel and praised excellent customer service.
“the customer service was excellent”
Company refused an exchange and staff were rude on calls.
“was treated rudely on the phone.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Electric Fireplaces Direct sells electric fireplaces, fireplace mantels, and related accessories. Customers can order online and get help by phone or chat with choosing products and arranging delivery. The company ships items and arranges or provides installation through third-party fitters. It also offers replacement parts and service contacts for repairs and warranty requests.