"I ordered a wood burning fireplace from this company. I talk to the manager named Harold. He helped with the piping. I had many install questions. He knew all the answers off the top of his head. Three days later I get a phone call from the trucking company saying they want to deliver my fireplace. I make the appointment. They showed up and the fireplace had a large dent in the side. I called customer service, they told me to refuse it. The trucking company took it back and I got a new fireplace a few days later. I understand problems happen, but these guys take care of their customers. I have ordered other large items from other companies and fireplacesnow took care better than all the rest. I am happy I purchased from this company."
"Ordered a blower kit Saturday 10/2/10. Received no order confirmation until Tuesday 10/5/10. Received very odd warnings in confirmation email stating I had to open the box of merchandise WHILE the delivery driver was there and refuse shipment or else pay a restocking fee !!! My first clue something was amiss.
I received the package Monday 10/11/10. Opened it up and it was not a Blower KIT as advertised, it was just the Blower. Sheepishly and slightly mad, I contact the company. Fast forward a few frustrating emails. The customer service reps are claiming the item is correctly advertised as a "KIT" even though the product is not the Monessen BLOT Kit. Company refuses to take the unused merchandise for zero restocking fee even though their website misrepresented the product they sold. My latest salvo is an offer for them to make good on their low price guarantee now that I found out I paid FULL MSRP for the blower, assuming it was the Blower KIT as described. If neither of my proposals are acceptable to the company, I will file a complaint with my credit card.
10/24/10 Update. My request for a price match per their lowest price guarantee went unreplied to. I will be contacting my CC company. I recommend you as a savvy consumer, do not repeat my mistake and please don't order from FireplacesNow / TheNowNetworks.com"