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Terrible customer service
"I purchased a large Fire Magic grill cover for $179, it didn't fit. Over the course of the last month, I sent 3 email massages via the preferred customer service method, 3 phone messages per the web site listed number and lastly, spoke with Ryan, who took my information and never returned call.Can not recommend this company and will never do business with them again. "
NOT TRUSTWORTHY, HORRIBLE CUSTOMER SERVICE
"DO NOT USE THIS COMPANY--I purchased a fireplace screen from this company through the Houzz site. Shop Chimney has yet to ship my order. they say my product was damaged and a replacement on the way--STILL NO SHIPPING EMAIL W A TRACKING NUMBER--ITS BEEN 24 DAYS--NO updates, NO TRUTHFUL communication from them at all. The Shop Chimney website contact phone number doesn't have reps answer--only VOICEMAIL--GEE, WHO'S SURPRISED?--just leave a message that WILL be ignored. "
"I really enjoyed working with Alyssa to pick out a fireplace, surround, and other accessories. She was really helpful and took time to answer all of my questions. A+ technical support.My only problem was that I wanted a special order item and it took 3 weeks to ship. But they told me that before, so I knew it would take that long."
"I wanted to order the Empire Loft fireplace. However, I required a ton of help from the company because I didn't know what else I needed (I wanted glass but I didn't know which type of glass, how much, etc). I spent half an hour on the phone with someone from customer service who walked me through and transferred me to technical support and then another half hour with them. WORTH IT. My fireplace is gorgeous and I'm so happy. My installer said I chose a really good fireplace and it's going to last me a long time."
"I ordered a fireplace from Shop Chimney and was initially pleased with the shopping experience. Nice web site. However... my experience quickly led to frustration. I received no order confirmation, no shipping notification... nothing. I tried e-mailing them using the addresses provided both online and from PayPal.Nothing. No response. Only after I sent a complaint did I get a response. And then... they could not even tell me if the order had shipped. I instructed them if the order hadn't shipped (now OVER 2 WEEKS OLD), to cancel the order.After cancelling the order, they did send a letter apologizing and a 10% off coupon order. Shop Chimney was very efficient at getting my money - 30 sec to clear PayPal. Too bad they were not equally efficient with their customer service."
"Ordered fire pit burner pan and hosing from Shop Chimney. The detail they provide on the web page does not necessarily reflect what you get. It said it came with a 1" hose but reality it is a 1/2" hose with 1" fittings. Nowhere did it distinguish this. Once delivered I took pictures and asked customer service to provide the right hoses. They said that is what you get and left it at that. Never really tried to solve the issue."
"The chimney sealant that worked great and was reasonably priced was besides the point. The customer service was extremely helpful. The guy that answered my call answered all of my questions and helped me pick out what I needed. Will definitely be visiting this website again!"