ComplaintsforSouthern Enterprises
Furniture Wholesale
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Complaint Details
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Initial Complaint
01/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We used the fireplace heater in our fireplace bookshelf a few dozen times in the past few years. During a recent use, it began to make a grinding noise, beeped, and stopped. When the lady couldn't find our purchase in their "comprehensive" database she refused to help. This is totally unfair to consumers and leaves us with overpriced, broken junk.Business response
01/30/2023
I'm sorry that you are having an issue with the firebox, but our item is only warrantied for 1 year from the date of purchase if purchased from one of our retailers. You referenced "years" in your comments, I would say this item is not warrantied.Initial Complaint
12/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an Electric fireplace last year and used it without an issue during last winter. Due to cold weather, I tried to turn it on today, it only makes beeping noise. The only solution I can take was just plug it out completely. For just in case, I replace battery on remote but it didn't work at all.Business response
03/20/2023
Business Response /* (1000, 5, 2022/12/26) */ SEI is unable to locate an order in our system for the fireplace that you purchased, please provide a receipt from the retailer that it was purchased from so we can determine if the exchange will fall under our warranty policy. Please note items purchased in stores, Ebay or any resell stores are not covered by warranty.Initial Complaint
11/26/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a SE wood mantel & electric fireplace insert, Model ********* from Amazon in January 2019. Used it sporadically once received, but in December 2021, it began to make a continuous beeping sound as it showed a "88" once it was turned on. Located a user's manual on line and followed directions to unplug it for 5 minutes, but once turned on, the beeping and code continued. At that point, I opted not to use it for the remainder of the winter. Today, cleaned it and checked it before I plugged it back in, in hopes of it working. Again, after a couple of minues the beeping began again with the mentioned code. It also showed a temperarture of 79 on its screen although the temperature was set at 68. The insert is malfunctioning and doesn't work presently. Would like to receive a replacement or exchange insert if eligible. Thank you.Business response
02/13/2023
Business Response /* (1000, 5, 2022/11/29) */ Hi ****, I was able to locate your original order in our system, although this is well past warranty, I will send you a 1-time replacement. Please allow 3-4 business days to receive the firebox. Consumer Response /* (3000, 12, 2022/12/08) */ Received the replacement fireplace insert as promised by SEI the last week of November 2022. It has been installed in our fireplace mantel and is working fine. I am appreciative to BBB in addressing this matter with SEI and am greatly impressed by the willingness of SEI to stand behind their product, post warranty. That says a lot about their committment to customer service; many thanks! Business Response /* (4000, 14, 2022/12/13) */ Thank you, **** and I'm happy the product is working for you. Consumer Response /* (2000, 16, 2022/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received a replacement and once installed, it is operational. Thank you.Initial Complaint
11/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I've had this fireplace for less than 2 years, used it for less than a hand full of times and it quit working when I attempted to use it this season. I called customer service and got the run around stating they don't have this model, it's out of warranty, and suggested to buy another one. Why would I buy another insert when the one they had quit working so quickly. I went online and found many complaints regarding the same issue with it not heating and getting a code error 88. I explained this too them and they could not offer me a solution for thier faulty heaters they sale. I feel like this company is ripping people off with faulty fires places and trying to sell them another one when it breaks.Business response
02/22/2023
Business Response /* (1000, 5, 2022/11/28) */ Hi ********, Could you provide a proof of purchase? I'm unable to find an order in our system using the zip code or your name.Initial Complaint
11/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Model ******* I've only used a few times and now it just beeps until I unplug it from wall I've cleaned and watched videos for the amount of money paid for this fireplace I should get more use out of it!Business response
02/17/2023
Business Response /* (1000, 5, 2022/11/28) */ Hi *****, there is not order in our system under your name. Could the order have been shipped to a different name? Or could you provide a proof of purchase?Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased the Southern Enterprises model ******* about two years ago and the lights stopped working. Only used a handful of times.Business response
02/03/2023
Business Response /* (1000, 5, 2022/11/22) */ We are happy to warranty this item if you can provide a proof of purchase, I am unable to locate the original order by name or address. Consumer Response /* (2000, 7, 2022/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I cannot find the receipt at this time but I will forward when I do. Thank youInitial Complaint
11/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have the same problem with my fireplace the beeping sounds like maybe this is a huge problem which should be a recall problem but they just want more money for inserts that will do same thing with in 6 monthsBusiness response
02/23/2023
Business Response /* (1000, 5, 2022/11/08) */ If the item was purchased from one of our vendors and a receipt of proof of purchase is provided dated anytime between 2020 & 2022, we will be happy to replace the unit. We cannot locate an order in our system under the customer's name or address. If the item was purchased via a 3rd party, discount store or garage sale, it is sold as is and is not covered by warranty. Consumer Response /* (3000, 11, 2022/11/22) */ purchased the southern enterprises fireplace model number via walmart on EF20-23 and have the same issue with the beeping and overheating, it is out of warranty but I've only used it 5 or 6 times. Purchased Oct 27 of 2018 Business Response /* (4000, 13, 2022/11/30) */ I'm sorry but this item is too old to be covered by warranty.Initial Complaint
10/31/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered this product for my mother to have heat. I ordered a complete fireplace mantle bookcases with firebox. They said the order didn't come over correctly by codes. So they only mailed out the mantle. I received one box. Just figured out over the weekend it was only the mantle. Spoke with a female who seemed irritated by the situation. I was very friendly but she already knew of the problem.This has been a recurring issue with this company. We NEED what I ordered!!! She said call and get your money back from the retailer. I asked her to please mail what i paid for. She said they are still carrying the product but can't get it from the retailer. There is a breakdown in communication between the vendor and the retailer. Very convenient to tell the customer to do all of this 100's of dollars. She had all my information in her system where they had only shipped a empty shell. Please mail out my complete fireplace with firebox,curios,remote control. Southern Enterprises Tennyson Mahogany Electric Fireplace with Bookcases Copied directly from the retailers site. I also have the receipt but it has my credit info on it.Business response
01/31/2023
Business Response /* (1000, 5, 2022/11/01) */ We are a dropship company, and we ship out what is ordered by the vendor, in this case Walmart.com only send us an order for a fireplace mantel. Walmart never paid us for the bookcase or the firebox. Ms. ***** should have checked the order upon receipt in February 2022 when the order was received and reported any issues to Walmart.com at that time. Southern Enterprises is not responsible for sending out the remaining components. Ms. ***** needs to be filing her issue against Walmart.com. Consumer Response /* (3000, 7, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we received the box the room was not ready for the fireplace.That is the reason it was not opened. Walls,flooring, ceiling had to be done first. As the consumer. We did not know it was supposed to be multiple boxes. Attached to the original complaint is the description of the fireplace we ordered.Walmart has not been contacted because they do not carry this product any longer. Even the part of the fireplace that was recieved...The mantel is missing the predrilled holes to even assemble it. Very poor response when you received the funds for the product. The product description is clearly stated. That is what we ordered was a fireplace. Not a few boards.I know what a drop shipment,vendor,manufacturer,supplier are. We just want our fireplace. Business Response /* (4000, 9, 2022/11/02) */ Southern Enterprises understands your issues, however we shipped to you what was requested from Walmart.com. Southern Enterprises will not be shipping product to the consumer that we have not received payment for, nor do we offer refunds as the product was ordered and payment made to Walmart.com Consumer Response /* (4200, 11, 2022/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We want what was described in the order attached. We NEED this fireplace. We DO NOT have a heat pump or electric heat. Truly sad response for a paying customer that ordered your product and you got the funds for. Just because someone entered the wrong item number the consumer gets the shaft. Business Response /* (4000, 13, 2022/11/13) */ SEI will not be shipping product that we have not been paid for, you should file your complaint against Walmart.comInitial Complaint
01/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the southern enterprises fireplace model number via Amazon on EF20-23 and have the same issue with the beeping and overheating, it is out of warranty but I've only used it 5 or 6 times. Purchased dec 28th of 2018Business response
02/11/2022
Business Response /* (1000, 5, 2022/01/06) */ A one time free replacement will be shipped to the customer. Consumer Response /* (2000, 7, 2022/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I have since moved and need to update my address.Initial Complaint
12/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a Boston Loft electric fireplace 10/31 from Lowes in Ogden, UT. Order # XXXXXXXXX paid $599.00. The blower stopped then a continuous beeping noise. I solved it by unplugging it but that doesn't serve the purchase of having it. Its beautiful when working. I have called, left voice mails and emailed but have not heard one word from anyone. I just want a replacement so hopefully we can use it at our Christmas party. I have attached my invoice. I just want a replacement and for someone to contact me!!!! I need ******* customer model ******Business response
02/09/2022
Business Response /* (1000, 5, 2021/12/20) */ Hi *****, I'm sorry you were not responded too by SEI the replacement insert is on the way and should be delivered by the end of Wednesday 12/22 via UPS # 1Z1A7RXXXXXXXXXXXX. Please cut the cord on the original firebox and dispose of it.
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Contact Information
Customer Complaints Summary
25 total complaints in the last 3 years.
5 complaints closed in the last 12 months.