ComplaintsforThe Fireplace Social
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Complaint Details
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Initial Complaint
04/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an online order from thefireplacesocial.com on March 29th for the following items:- IFT Control Module (SRV2326-130) (IFT-ECM) - $175 - IFT-WFM IntelliFire Wi-Fi Module - $219 - IntelliFire Touch Auxiliary Control Module IFT-ACM - $94 TOTAL: $488 I paid for my order via credit card. I got an automated order confirmation email immediately with an order number (*****). My credit card was charged on March 30th.It has now been two weeks and I have not received a shipping confirmation or any other communication. I first tried contacting the company on April 5th using the phone number on their website *************), however I just got a recorded voicemail that said "leave a message", followed by another message stating that the mailbox was full and could not receive messages.Next, I tried emailing the email address listed on their website ************************************* No one responded to my email.Finally yesterday, on April 12th, I tried using the automated chat feature on their website (that claimed to offer the ability to speak to a person), but no one ever answered the chat.At this point, it's been two weeks since they charged my credit card and I have been unable to get in contact with anyone, so I thought I'd try this.Initial Complaint
01/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
My wife and I bought a fireplace insert from Fireplace Social on November 17, 2022 and we paid $1,590.00. We received a confirmation email stating they will send us an update with shipping info after they processed our payment. November 29, 2022, received shipping info with tracking number. December 15, 2022, I called Fireplace Social because there was no shipment picked up. I talked to ******************* that day and was told that our ordered fireplace insert was lost at their warehouse and could not be found. ***** offered us a new insert that cost $300 more than the one we purchased and we would not be charged for the price difference because they screwed up. He said the new one would be sent out December 21, 2022. December 30, 2022, received email from ******************* stating that our insert had a broken baffle board and they ordered a new, which would be at their store mid next week. They would then send us our new fireplace insert that same week. We never got any updates after that. I left several messages and emails January *****, 2023 and never heard a word from them. January 15, 2023, I left a message to call me with an update or I will be calling the BBB. That afternoon, I received an email asking us not to file a complaint and that they would give us a 10% refund for our troubles. 20 minutes later I got notified that The Fireplace Social returned $159.00 to our account. Today is January 30, 2023 and for the last week, I've tried to get an update with our insert and have been completely ignored. They are not answering the phone, not returning recorded voice messages and not replying to emails. We are asking you to get involved so we can get our fireplace insert that they sold to us. I do have every email sent.Business response
02/15/2023
Hello BBB,
We already responded to the customer on this. We gave them a 10% refund of their original price and they have since now received the product. This situation is resolved.
Thank you,
*******************
Operational Manager
Customer response
02/15/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.