ComplaintsforFireplace Choice
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Complaint Details
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Initial Complaint
01/28/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased a supposedly in stock heat exchanger from Fireplace Choice for $463.95 with free shipping.After about a week or so, I asked via email for a tracking number, as they still had not furnished one.I also called them multiple times, but it only went to a message machine right away and they never returned any calls.I got one email response back saying they'd reach out to their supplier and get back to me with tracking info.After no response, I emailed again and also asked why they didn't have anyone to answer their phones.I did not get a response to that either, just an order cancelation email.I did not authorize the cancelation and in fact need the part to prevent carbon monoxide being pumped into my home with 3 kids.I said "Nope, that won't work, please process the order and honor the price."I then checked their site to find that that the price on that part (*******) had been jacked WAY up, and they'd put "on sale, save 20%" on it... (full of shit).They say they offer a 110% price match guarantee, so I'd like to reorder from them after finding a competitors price of $421.90 and have them beat that price with their free shipping.1.) DONT OFFER THINGS YOU DONT STOCK.2.) FOLLOW THROUGH WITH ORDERS.3.) HONOR YOUR PRICING AND GUARANTEE.Business response
05/08/2023
We understand the urgency but there is not need to swear. We had an inventory error and the item was out of stock. We tried to get it from another source but it was not available. Also our price match is clear **********************************************************, The customer was fully refunded. We do apologize for the inconvenience, but again no need to swear.Customer response
05/08/2023
Next time don't say you don't have something, then jack up price and suddenly say you have it.
Good indicator of ethics...
Initial Complaint
07/25/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order Thursday morning and expected my item to be shipped within 48 hours (per their website). I tried calling the **** number on their website Friday to confirm my order and see when it would be shipped. This is when I noticed something strange. Every option on their phone goes to an answering machine. I tried calling every two hours during their business hours and could not get a person on the phone. I waited until today and am finding the same situation when calling their **** number, every option goes to an answering machine. Additionally they do not respond via email.This website seems like a fake store that will allow someone to check out and charge their card, but there is no business behind it to fulfill orders. I would love to get the item I ordered and not dispute the charge on my card, but as of now I feel like this whole website is a scam and will be disputing it.Business response
07/26/2022
Good afternoon, hope you are doing well, thank you very much for your purchase, we really appreciate it. We were having some telephony issues, however all of our other methods of commutations such as chat and e-mail should have been working. We have thousands of happy customers. We are also registered with the Secretary of State, our payments are processed through Shopify Payments (secured). I will be having someone follow up with your order within the our. We apologize for any inconvenience in the delayed communications. Have a great day.Initial Complaint
05/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Place an order for a fireplace on February 27, 2022 order number was **************************************************************************** pay them $1748.55 and receive nothingBusiness response
05/13/2022
Good afternoon hope you are doing well. I can definitely understand your frustration, this order was delayed due to supply chain issues with a due date of 5/31. The employee who you were assigned to is no longer with the company. As per your request the order has been cancelled and refunded. Again we apologize for the inconvenience and if there is anything else we can do to make this right for you let us know. Thanks and have a great weekend.
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Contact Information
Customer Complaints Summary
13 total complaints in the last 3 years.
7 complaints closed in the last 12 months.