Electric Fireplaces Direct

Purchased a Napoleon two sided fireplace from Electric Fireplaces Canada more than two weeks ago. Website indicated that the item is in stock and I have also called in and placed the order directly with an agent (Twila). Everything was fantastic, good price, good customer service...with the only exception - it turns out the item is not in stock!!! After multiple calls and follow ups, I have been told that I have an option to either wait or get a full refund (customer support rep Gianna). The only problem is by the time the product becomes available and gets delivered, my contractors doing bathroom reno would be long gone and I will have to find someone to come and install the unit, which will cost me more that what I would have spent purchasing this unit at a local store; local store has sold out the unit as well now. What is the most disappointing thing in all of this, is that Electric Fireplaces Canada is not owning the misrepresentation of the inventory; they blame suppliers, they blame inventory systems, they blame everything and anything but themselves. A good company is measured by their capacity to deal with bad cases, so when you look at these reviews and think to yourself Well, I am not going to be in this situation, think twice, because when you do, Electric Fireplaces Canada will politely tell you to take a hike.

Great company to deal with. They have a great customer service that is rare these days. Would buy from them anytime and highly recommend them. Great products......

We placed our order, waited a week for an update, received absolutely nothing, so I called. The response was that they have no update from the manufacturer. OK, that’s fine, when will you I asked. We are working on it and will either call you or email you before the end of the day. Ok. I waited a few more days and absolutely nothing. Called again, same exact response. Called every day after and still the same. Two weeks now and they have no update on the order and didn’t even know if the manufacturer had their PO. Total waste of time. I cancelled and got it from another reseller in 2 days and for a lot less money.

User Ordered a fireplace over the phone - customer service assured me this was the best possible price they could do. A week later the fireplace goes on sale for $600 less than what I paid. Company refuses to give a price adjustment or allow a return. Stay away and take your money to a different company that stands by their products and services!

Received my electric fireplace in a beat up box that was obviously reused. The fireplace was scratched up, dirty, and had pet hair all over it! This is ridiculous! I ordered a new one not a used one!

Their customer service team was very helpful in answering all of my questions. My fireplace arrived quickly and was well packaged. My new fireplace looks great and I love it!

Placed an order in November for a TV stand with the fireplace in it. Every week we receive an email stating its on back order and the product will not be in until the following week. Only thing we receive is a email stating it will be delayed again. There was no delay in charging our Credit Card. Product better be worth the wait or I will be back taking the one star away.

Purchased a Dura flame electric fireplace. Product was okay. To make this short I will just say that this company lies and continues to do false advertising. They list the products very high then put them on sale, making you think you got a great deal. I found the same unit $100 cheaper and even though they have a price matching , they refused to credit me any money back. DON'T BUY FROM THEM

I purchased a $1400 fireplace from this company when it arrived it was broken. I notified the company and filled out the necessary forms on the same day the fireplace arrived. I was offered $130 to keep the fireplace which I refused. Since then they do not respond to emails or return calls. I have notified my credit card in an attempt to resolve this situation. Do not purchase anything from this company.

I purchased an expensive fireplace from this company for a guesthouse. The product developed a large crack down one side after three months of very little use. I contacted the company. They told me to contact the manufacturer. I was redirected back to Electric Fireplaces Direct.com by the manufacturer. I spoke with a Julie, she said that they would take care of the situation. Today I was told by them that the warranty was no longer valid and that they only cover the first 30 days, I was told by their customer service that I should have read that in their paperwork. Complete run around until the warranty is no longer valid. The catalog states on the front page that "Satisfaction is Guaranteed". Not true. After having this happen I have checked other reviews on Electricfireplacesdirect.com. This situation is a common complaint with many of their customers. An expensive mistake buying from this company. I would look elsewhere for a fireplace if I knew then what I know now.

I purchased a small cabinet unit to use in my bedroom on chilly nights. The flames look very realistic and I love to watch the fire. Great price and easy to order.

I am so happy with the electric fireplace I received from Electric Fireplaces Direct. The salesperson was knowledgeable and helped me to find the right fit. The item I chose shipped the same day I ordered it! These guys are GREAT!