ComplaintsfornetDirectMerchants

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an electric fireplace from them on Dec. 18, 2023. It came and we put it together but it will not work. The heater comes on for a few seconds and then turns off. We have called them repeatedly and they won't return our calls and tell us they'll call us back but don't. We got approval to ship it back but they won't send us a prepaid paper to put on the boxes and it would cost us many hundreds of dollars to ship it back. Your help would be appreciated. The manufacturer said they know what's wrong with it but they can't get the part. It looks like they knew it was flawed when they sent it.

  

  Business response

  01/31/2024

  The customer purchased through our Amazon channel.  They reached out to the manufacturer, Twinstar concerning their defective product instead of Electric Fireplaces Direct directly.  We have contacted the customer and we are having the product picked up tomorrow by ***** and issuing a full refund. 

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** & ***********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a grill cover through the companys website. I received a email with a receipt of purchase and an order number, along with a promise of delivery within a week. Three week later I attempted to contact the company but thte phone number on the website is disconnected, and they have not responded to emails and a request for an online chat.Company's name is MyFireDirect: www.myfiredirect.com

  

  Business response

  01/02/2024

  Our company name is Electric Fireplaces Direct.  Our website is electricfireplacesdirect.com.  Our phone number is ************ is active.  We do not have any record of this customer in our database. He has filed this complaint in error. It should be removed immediately. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to bring to your attention a concerning issue I have encountered with the purchase of an ******* electric fireplace from Electric Fireplaces Direct on October 14, 2022. Due to unforeseen construction delays, the fireplace was not installed until August 2023. Regrettably, within two months of installation, the unit completely ceased functioning. Seeking resolution, I initially contacted Electric Fireplaces Direct, only to be directed to ******* (Canned Heat) for warranty assistance. The situation has become increasingly frustrating as ******* insists that the dealer is responsible for the warranty. Conversely, Electric Fireplaces Direct maintains that ******* should handle the matter. Despite *******'s offer to send parts, their warranty explicitly states that any intervention by a party other than the manufacturer will void the warranty. This leaves me in a predicament, as installing the parts without voiding the warranty is impossible. In light of the circumstances, I am requesting your assistance in facilitating a resolution. Ideally, I would like either a complete exchange for a new and functional unit or a full refund for the purchase. I believe this is a fair and reasonable request, given the persistent issues and the conflicting information provided by the dealer and the manufacturer. I have attached relevant documents, including proof of purchase and correspondence with both Electric Fireplaces Direct and *******, for your reference. I appreciate your prompt attention to this matter and am hopeful that the Better Business Bureau can help bring about a satisfactory resolution.

  Customer response

  11/27/2023

  The company has changed names and is now under Rennovation Brands

  

  Business response

  12/08/2023

  Electric Fireplaces Direct replaced the unit on behalf of the manufacturer, Amantii Canned Heat,  eventhough we were in no way responsible for the manufacturer's 2 year warranty. We gave the customer the option of a full refund, a brand new unit replacment or we offered to pay for the in home repairs using the parts the manufacturer provided to the customer.  We had no obligation to do this but we took care of the customer when the manufacturer did not stand by their product.  

  I would expect at this time, the customer would withdraw this claim against Electric Fireplaces Direct. 

  Customer response

  12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a fireplace from Amazon. The unit arrived damaged in which the company refunded me for after sending photos of the cut electrical cords and proof of damage. I ordered a second unit directly from Electric Fireplace Direct in order to receive a discount on this replacement unit due to the hassle caused. I placed my order, and was told it was going to be about a week delivery. This was not fast enough for me, so I placed an order at an alternate company as I had a contractor on site to install the unit and each day wasted cost me more money. I did not even unbox the package and sent it directly back to Electric Fireplace Direct. They are trying to claim that the unit arrived to them damaged and will not refund me. However, they have a track record of sending defective products as mentioned with the Amazon purchase and the shipping box has no damage. How would the fireplace unit be damaged but the box be perfectly fine?

  

  Business response

  11/01/2022

  Customer has been refunded in full Oct 13th, 2022. 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 9/11/2021 Product purchased directly from their website:Berkeley 76-In Infrared Electric Fireplace TV Stand in Spanish Gray - 42MM6018-I614 Order No.:Order WEB-***** Total price charged to my credit card:USD $1,021.26 Upon placing the order, the date of delivery showed first week of October. In Oct the merchant sent an e-mail saying the product would now be delivered in Nov. In November again a new delivery date of first week of December was given. The date then moved up further and upon calling the merchant directly, was informed that the product will be delivered in the next couple of weeks. I then received a call from their delivery personnel taking an appointment to deliver on 12/15/21 between 2-5 pm. When no one showed up, I called the Holland delivery customer care and was informed the package will show up the next morning. When no one showed up all day 12/16, I called again and was told the package was still in ME and would be shipped to Raleigh over the weekend and I would get the delivery on Monday Morning. 12/20. When no shipment showed up after waiting all day on 12/20 i called again and was informed that they were checking on it. Date Shipped: 12/10/2021 Order Number: WEB-***** Tracking Number(s): ********** After waiting all this while (Over 3 months) I then receive an e-mail that the freight has been lost. No resolution offered. I would like to receive this product asap and receive an appropriate refund for the delays along with a clear date of when the product will be delivered to me since the entire money has been charged to my credit card on the day of the order was placed.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/23) */ The item purchased was on back order for an extended time. We provide our customers with the most up to date information provided to us from the manufacturer. Unfortunately, the effects of the global pandemic have continued to affect supply chains both domestically and worldwide. The ports continue to face a backlog of bookings and therefore freight companies are overwhelmed to get the products delivered. Due to the freight company's failure to deliver, we have placed a new order with a new freight company and offered the customer a discount on the replacement order. Consumer Response /* (3000, 7, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did send a replacement shipment out with a new shipping company. The shipping company in Raleigh ***** called me on 12/29 to confirm they had received the shipment in Raleigh and scheduled a delivery to me on 12/30 between 9 am to 5 p.m. I cancelled my holiday travel plans to be home for the delivery. After waiting all day, I receive a call from the shipping company at 3.30 p.m. from the number ************ telling me the company is now closing office for the holidays so they cant deliver the shipment to me and before I could say anything to her she starts to scream at me saying she will send the shipment back to the merchant on Monday and hangs up the phone on me. Bottom line I still don't have the product. The money has been charged to me in full since 4 months now. Business Response /* (4000, 12, 2022/01/12) */ Customer received original shipment on 12/30 - the same day she rebutted our response. She failed to notify us that she received the shipment. We had already shipped a replacement order which has also delivered to the customer. If she would have notified us that she had received her original shipment then we could have prevented the second delivery. We have supplied the customer with the paperwork to have the freight company pick up the second shipment. We use 3rd party nationwide freight carrier companies to deliver orders. We can only act as a liaison between the customer and the freight carrier. We have worked with the customer in this capacity. We have no control over appointments and lost shipments. We have accrued additional shipping expenses unnecessarily by trying to please the customer. Her complaint should be with the freight carrier. Consumer Response /* (3000, 14, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not rebut any shipment. I was called by a shipping company and given a date on which they would deliver the shipment. They did not identify themselves and failed to show up on the appointed date. I then received a shipment form (apparently the original company) had no way of knowing which one was which and assumed this was the re-order. A week later another shipping company left a box in my driveway. I did not open the box until a week later as we are out of town. I informed the company that I had received two shipments immediately and they have arranged for a pick up today. So far no one has showed up to pick it up. This has caused me huge inconvenience as I had to make space for the huge container in my garage and its extremely heavy too. The merchant needs to organize, schedule and communicate better and not blame their terrible service on the customer. I received the product now and have accepted it despite some defects, wood chips and missing tools, coz of all the time it took to assemble it and all the inconvenience i have faced in getting it in the first place. Business Response /* (4000, 16, 2022/01/17) */ The duplicate shipment was picked up by a freight carrier on the same day as the last statement from the customer, Jan 14th. There is no refund needed as customer was not billed for duplicate shipment. Case is closed. Consumer Response /* (3000, 18, 2022/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They picked up the duplicate shipment and no refund is required. I accept this case can be closed.

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