ComplaintsforEmbers Grill & Fireplace Store
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Complaint Details
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Initial Complaint
03/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a gas fireplace log set from this company back in 2021. (Actually 3 sets sold as a set for our fireplace. Driftwood Logset (LGS57-LGS59-LGS61)) Due to supply issues, we did not receive the logs until March of 2022. When we received them, one of the logs was broken. We informed them immediately and they said they would get a warranty replacement. It has been a year now, and we're getting nothing from them. We would either like to get the broken log replaced, as promised, or get our money back for that one subset. The set we need is the Montigo LGS61 Driftwood kit.Customer response
04/25/2023
After filing this complaint, the business sent another broken set of logs. They were not even in their original packaging, so they were obviously aware that they were already broken when they sent them. Sending another broken set is not helpful at all.Customer response
06/10/2023
Company contacted us and got us the log set, so we are satisfied. You can close this as we are satisfied with the resolution.
Thank you.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.