Belle Flame  Reviews 

Had a problem with the unit. They kept making me have it tested ($200). First company was not their required certification level. They did not believe second. Out $1,200 until I accidentally found a loose wire in the unit. Now I can turn it in manually but the remote does not work at all. They said to work with the manufacturer and the manufacturer said work with them. Total expensive disaster. Buy somewhere else.

I placed a $1600 order for Class A pipe 15 days ago and have had absolutely no response to multiple voicemails, emails, and online chat. The worst customer relations I've had, ever. Horrible, non-responsive customer support. They won't return a phone call, email, or respond via online chat. I'm sure they'll be out of business within weeks. Horrible company. Stay far, far away.

Update: No response to calls or emails other than 1 time saying it would ship the next week-it didn’t. Now the website for the store has been taken down. Appears to be a fraudulent site.
Previous: Will update when I receive my order. We are nearing 30 days from my order date and they told me my order would ship last week but I don’t have a tracking number yet. This is stressful as I need to make sure someone is there to receive the delivery and inspect it. I decided to give them a chance due to their nice prices. Also beware, website advertises no sales tax but then it is charged during checkout. They need to update the website. Also they haven’t answered the phone yet and only received one response email so far after the original order emails.

Absolutely horrendous customer service!! I wouldnt shop here again if it were the last place on earth. I dont recommend this place at all. Ordered an item that has a serious safety defect after spending $2000 and no one is willing to help us. They're space heaters are trash!!! Do not buy them!! We are dealing with an issue that shouldn't even happen and yet again, NO ONE is available to help refund our money. Looks like we will be reaching out to a lawyer to assist with this one!!

I am still missing the soap stone cover for the stove. That is still not resolved.

I recently purchased a wood burning stove from Belle Flame and had a great experience. Lionel at Belle Flame kept me up-to-date on shipping and I received the stove fairly quickly and it’s working wonderfully! It was significantly cheaper than other retailers.

Charged twice for $350 order. It took several days for my order to ship so I requested to cancel the order, but the order was shipped anyways. A month later I discover that my credit card was charged twice for the same product. I requested a credit and have never heard back. I had to open a dispute with my credit card company.
Update: initially I used the name of the person who owns/works at Belle Flame. Belle Flame requested I remove the person’s name, although they never responded to my email requesting a credit.

This is a terrible company do not ever order from them I have emailed, live chatted and called them 15 times and not a single time have they responded. Do not ever order from them

We ordered a tankless water heater and Empire gas floor furnace 8/24 and 8/25/25. When the items didn't arrive when expected, we were told it would be two more weeks. We were told this several times before cancelling the order and requested a refund. They agreed to refund both orders. When the refund wasn't received, they said they did issue a refund to our credit card. As of today, no refund was received or attempted.

Sold me a fireplace that doesnt work. I purchased a fireplace from them and it needs one of the parts because it is bad. I have chatted and emailed them countless times since June requesting a $150 part only to be ignored or told to email them the part # even though I include it in every correspondence. I spent over $3600 on this fireplace and expected it to function properly. To not send the part,be ignored or asked rhetorical questions to delay addressing the issue is not professional and irresponsible. Stay away from this company. It is a bait and switch. Advertise low prices and lies about inventory. Dont expect customer service to ever address any issues as it is a clown show. Go elsewhere

THIS IS NOT A REAL COMPANY! THEY ARE SCAMMERS!!! We ordered a pellet stove and after 6 weeks we had no stove and no idea when, or if we'd ever actually receive it. It was very difficult to contact them directly and when I was able to reach someone by phone or email, they said they were waiting to receive the stove from the manufacturer. Total lies. I finally cancelled the order and stayed on the line until I received an email confirming cancellation and refund. I got the email but no refund. I had to file a dispute with the credit card company. After a couple months I won my dispute and was issued a refund. The so called company will get away with stealing the money they collected for a product they never intended to provide.

I recently placed an order and the wrong burner was sent. Ordered correctly, shipped incorrect. I have emailed and called (left voicemails) multiple times with zero response. Allow I don't think the site is a scam, I do believe you are on your own if you buy from them, therefore I would give the a 1 Star.

Horrible Customer Service
We purchased two firebowls from this company. They were weeks late on promised delivery. We ordered them on December 13, 2024 and were promised 4-12 day delivery. They were not received until February of 2025. It was for an HGTV show and they were not delivered in time for the shooting as promised. They offered us a $500 refund for each bowl but we only receive a $100 total credit. We called and texted dozens of times but did NOT receive any response. Then a couple of months after receiving them - they broke. Again we tried dozens of times to contact them without response. We finally contacted the manufacturere directly. They are fixing them. But they too could not get a hold of Belle Flame to verify the purchase. Additionally, we had to purchase two additiional fire bowls (not from them) so the customer would be up and running since we could not get a response back. WE definately would NOT recommend..

I purchased a 48 x 48 hearth pad for my wood stove on Oct. 31 2025. I got confirmation on shipping on Nov. 5 2025. The shipment arrived on Nov. 12 2025. It arrived on a pallet with the hearth pad enclosed in cardboard and strapped to the pallet. After opening the cardboard, the hearth pad was undamaged and ready for use. It was exactly what I ordered. From ordering to the time the product showed up at my door, the process was well worth the time to purchase. I would recommend this company and if I need anything else, I wouldn't hesitate to order from them. Thanks so much!

Everything was fine until the blower started making funny noises and not blowing as hard. We asked about a replacement blower or service. They deflected and essentially told us there was nothing wrong with our blower. I had to turn the TV up on Sunday just to hear over the noise from the blower.

Best price, product perfect and as described. Fast shipping & great communication. Wouldn’t hesitate to do business with again.

SCAM!!! Buyer beware! They will take your money and never deliver. Read all their reviews before you give them money. I’m not the only one. Go anywhere else.

Scam! Check out their better business complaints. 38 complaints of orders not shipping in the last 3 years. I wish I would’ve seen that before ordering. Been waiting 4 months now for a hot water heater and can’t get anyone to respond to an email or answer the phone.

August 13, 2025 I ordered and paid for a standing ceramic fireplace stove with 2 floor pads, the marble inlay and replacement cover kit. I received the fireplace and one floor pad but not the other products. For almost three months I have been texting and trying to get my money back for all of the products they did not send me. They promised they would refund the $680,30 they owe me, but I have not received a check, Venmo or Cash App refund to this day.
I have full documentation and copies of over two dozen emails asking for my money back because “they didn’t have the products”.
Belle Flame has not kept their word.
They have my money and I have no products.

5 Stars - Excellent Experience!
I recently ordered a Rushmore 50 from Belle Flame and couldn't be happier with the entire experience. The delivery was impressively quick, and everything arrived in perfect condition without any issues whatsoever.
The ordering process was straightforward and easy from start to finish. Belle Flame proved to be a highly reputable company that stands behind their products and service. I felt confident throughout the entire transaction, and they exceeded my expectations.
If you're considering purchasing from Belle Flame, I highly recommend them. Great products, fast shipping, and a hassle-free experience - what more could you ask for?