I invested $4,700 in a wood-burning stove, expecting a high-quality product. Instead, it arrived rusted and looking like it had already been used. I reached out to the company hoping they would s... See more
Company replied
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See what reviewers are saying
Working with a gas fireplace, 22 years old, thanks to the photos posted on your website, I was able locate the Copreci 72PKNQM which is an exact match to my needs. Instructions with part were clear.... See more
Company replied
This guy knows what he's doing! The fireplace in my new house was very much not up to code, and he fixed/replaced the damaged bits inside and out, and even resurfaced the interior so it looks fantasti... See more
Company replied
Yesterday when I called my wait time for a sales representative was less than 45 seconds. When Nick got on the line he was very helpful in answering questions that I had after viewing the website,... See more
Company replied
Company details
Written by the company
We're glad you're here, because we wouldn't get to work for this great company without you. What makes us so great, you ask? We work hard. Our team has decades of hearth, patio, and barbecue experience. We know our products inside and out, and we use this knowledge to better serve you. When you call, one of the smiling faces below will answer the phone and help you to the best of their abilities every time. We do our best to ensure you're happy with every purchase. We play hard. We've been one of the fastest growing companies in the Eastern Iowa Corridor for several years running. We were also named one of the "Coolest Places to Work" by a local business journal. It's no accident — lunch cookouts, a casual atmosphere, and a truly awesome team of people make us a unique group. Satisfied team members create satisfied customers.
Contact info
2810 Stoner Court, 52317, North Liberty, United States
- 877.374.2070
- sales@spotix.com
- fireplacesdirect.com
4.1
Great
987 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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I invested $4,700 in a wood-burning…
I invested $4,700 in a wood-burning stove, expecting a high-quality product. Instead, it arrived rusted and looking like it had already been used.
I reached out to the company hoping they would stand behind their product, but I was met with delays, excuses, and no real solution—no refund, no exchange, just a frustrating experience from start to finish.
For such an expensive purchase, this level of quality and customer service is completely unacceptable. I regret buying from this company and would warn others to be very cautious.
17 March 2026
Unprompted review
Reply from FireplacesDirect
Hi Heber — we’re sorry to hear this.
We were in frequent communication after delivery and had a replacement ready within five business days, but a chargeback was filed at that time, which paused the process. After the first dispute was resolved in our favor, you re-engaged and requested a return; however, we were unable to proceed without the required information to schedule pickup. A second chargeback was then filed and also resolved in our favor based on the full order and communication history.
– Meg | Fireplaces Direct Customer Solutions
can not get the remote control to work
can not get the remote control to work, have checked the wiring and batties and had two diff people look at it and still cann't get it to work . I have another set of logs like these that work find . I am not sure if the remote or the receiver is not working. the logs light up find on switch and on remote.
24 November 2025
Unprompted review
Loud Blower
Originally I gave Fireplace Direct a great review. Unfortunately, one week after writing it the fireplace was installed with a blower I had also purchased from them ($350+).
Little did I know that the blower was very loud, which was unacceptable in my
living room.
I couldn't use it, so I called to return it. Fireplace Direct refused to issue a return because I didn't have the original plain white box it came in.
I've spent thousands of dollars with this company and the blower was a complete waste of money. I wouldn't have purchased it had I known it was so noisy.
26 March 2025
Unprompted review
Dissatisfied
I just called because I want to exchange my fireplace for another one from them “that actually costs more “ they want me to pay return shipping. I told her to transfer me, to find out the cost of shipping & I was on hold 20 minutes, the phone would ring and they’d hang up to put me on hold longer that happened three times until I finally hung up!
16 December 2024
Unprompted review
Reply from FireplacesDirect
Hey Mark,
Thank you for the feedback. After checking all of our communication we do not see any notice from you requesting cancellation of this order. Did you call and speak to someone, or how did you send us notice? If you do not want these items we would be happy to setup a return for you. Please let us know how we can assist.
Best,
Vince
FireplacesDirect
The sales team were knowledgeable and…
The sales team were knowledgeable and easy to work with. They helped me find the products I needed very quickly and also did a follow up phone call. Thank you for having such great service!
2 May 2024
Reply from FireplacesDirect
Hello Kat,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
There has been a great response to my questions and to issues with shipping
There has been a great response to my questions and the service has been terrific. We've had a few bumps in the road because of shipping issues with the other suppliers, but Jon in shipping has been great and Nick in sales was very responsive.
10 May 2024
Reply from FireplacesDirect
Hello Susan,
Thank you for your review. We're so happy to hear that you're pleased with our service (especially Jon and Nick!), and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
prompt, accurate service
customer service rep answered all my questions, delivery was prompt
9 May 2024
Reply from FireplacesDirect
Hello Susan,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Jessica,
Thank you for your review. We're so happy to hear that you're pleased with our service (especially Tom!), and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Items did not shipped when they were…
Items did not shipped when they were supposed to and follow up shipping date were wrong as well.
6 May 2024
Reply from FireplacesDirect
Hey Keaton,
Thank you for the feedback. We apologize that it was delayed, there was an issue in transit to us from the manufacturer and we shipped it out as soon as we received it. Unfortunately with this manufacturer we are unable to drop ship directly to our customers, and the carrier had a delay in delivering the items to us. Please let us know if there is anything more we can assist you with.
Best,
Vince
FireplacesDirect
Slick Chat Room.
Slick chat room.
We knew what we wanted so ordering was simple.
No muss no fuss.
If it's an AI program it's a very seamless one.
2 May 2024
Reply from FireplacesDirect
Hello,
Thank you for your review. We're happy to hear that you're pleased with our service, and our product specialists respond to customers in live chat. Thank you for being our customer.
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Dan,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Good morning Amy,
Thank you for the feedback, and we are sorry to hear this. We just sent you an email requesting photos of the damaged log. Please reply to those so that we can get them to our warranty department to assist. Please let us know if you have any other questions, the email will come from sales@spotix.com
Best,
Vince
FireplacesDirect
The product worked well.
8 April 2024
Reply from FireplacesDirect
Hi Danielle,
Thanks for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Fast shipping
23 April 2024
Reply from FireplacesDirect
Hello Trevor,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Easy to navigate and chat immediately
Easy to navigate and chat immediately. Plus had what we were after
23 April 2024
Reply from FireplacesDirect
Hello Joan,
Thank you for your review. We're so happy to hear that you're pleased with our service and that we had what you wanted. We thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Reply from FireplacesDirect
Hello Jeff,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
The fireplace was damaged when we got…
The fireplace was damaged when we got it so I contacted them and initially they got back to me to send a small part for replacement but haven’t followed up with me since
3 April 2024
Reply from FireplacesDirect
Hello Ashley,
We're sorry about the damage that occurred in transit to you. Thank you for clarifying that it is just the trim piece. We will need the serial number of your unit to get a replacement for you. We asked you for that on 4/8/24, and as soon as we get that from you we can work with the manufacturer.
Best,
Fireplaces Direct/Spotix Customer Solutions
Knowledgeable folks and good products
25 March 2024
Reply from FireplacesDirect
Hello Rod,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Kudos to the FireplacesDirect Crew: Keeping Warm, Keeping Happy!
Huge thanks to the skilled team at FireplacesDirect! Recently, my PelPro PP130B convection blower, which is two years old, began emitting loud noises out of the blue. Upon searching for the necessary replacement part here, I experienced a seamless, swift process with excellent communication regarding my purchase. I've consistently received top-notch service over the past three years of utilizing your services. I wholeheartedly recommend FireplacesDirect to anyone in need.
17 April 2024
Reply from FireplacesDirect
Hello Will,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! We appreciate your recommendation, and look forward to working with you again in the future.
Best,
Fireplaces Direct/Spotix Customer Solutions
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