They make it nearly impossible to return anything. When I asked about a return, the lady basically laughed at me and said it had to be perfect in the precise same package. Let me tell you how virtuall... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
3.8
Great
989 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 66% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from FireplacesDirect
Hello Charles,
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
Product shipped fast and they had the…
Product shipped fast and they had the good quality product I needed.
12 December 2023
Reply from FireplacesDirect
Hi Michael,
Thanks for your review. We're so happy to hear that you're pleased with our service and that we had what you needed. We thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Our logs were delivered on time and the…
I can’t believe Tom was able to get my logs delivered within a week for my family to enjoy at Christmas this year. Thank you Tom!!!
Our logs were delivered on time and the driver was very happy to help my husband. We love our beautiful logs too! This whole experience has been so easy and rewarding!!! Thank you fireplace direct!
18 December 2023
Unprompted review
Reply from FireplacesDirect
Hello Elizabeth,
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
Five broken log pieces when received-Need customer service!
My order was received. Opened fireplace log box and 5 pieces were broken. I called and emailed pictures to customer service on 12/19/23, received response on 12/21/23 asking for more pictures. Responded with more pictures of the packaging boxes on 12/21/23 and have not received a return email or phone call concerning resolution of the broken pieces. I was told in email the company is concerned with how they were broken first. Were pieces broken at the warehouse in production/packaging or were they damaged in transit? While this would be a problem for them to figure out on their own dime, I feel they have neglected the fact that I still need resolution to a problem and need all logs replaced or the five that were broken, which I specifically detailed per descriptions in the manual. Very disappointed to say the least and so is my wife since it was a Christmas gift.
12-27-23: Thank you for responding. I have resent the original email and firelog shipping box .jpgs for your review. Expedited resolution requested.
18 December 2023
Reply from FireplacesDirect
Good morning Kevin,
Thank you for the feedback. We request these photos because we have to follow certain procedures to get replacements to you. We have to go off those photos and determine if the damage happened in transit or if the damage happened during packing before the package ships. These photos tell us what the next step will be in filing a claim, whether it be with the manufacturer of the carrier. Unfortunately we have not received the additional photos that we requested on 12/21, we have searched all messages from your email address. Once we receive those photos from you we can take next steps in getting your replacement for the damage. Please let us know if there is anything more we can do in the meantime.
Best,
Vince
FireplacesDirect
Good customer service from Matt.
7 December 2023
Reply from FireplacesDirect
Hi Byron,
Thanks for your review. We're so happy to hear that you're pleased with our service (especially Matt!), and 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
Yesterday when I called my wait time…
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, about the remote/valve assy I was interested in. Satisfied with the answers and that the selection would suit my needs he h took my order over the phone. Today I received an email that the order was shipped! Thanks Nick, Bob S.
22 December 2023
Reply from FireplacesDirect
Hello Bob,
Thank you for your review. We're so happy to hear that you're pleased with our service (especially Nick!), and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Shipping. When called got a great person &…
When called got a great person & response.
14 December 2023
Reply from FireplacesDirect
Hello Anthony,
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 Brian,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we would love to work with you again int he future. Thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
They had exactly the part I needed for…
They had exactly the part I needed for my propane fireplace....nice guy guided me through the process...
19 December 2023
Reply from FireplacesDirect
Hello Robert,
Thank you for your review. We're so happy to hear that you're pleased with our service, and that we had just what you needed. We thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Staff was very helpful
Staff was very helpful choosing the size and model of fireplace I was looking for.
Delivery is timely and well tracked.
Very good overall experience. Couldn't ask for much more
Matt
20 December 2023
Reply from FireplacesDirect
Hello Matt,
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'd love to work with you again in the future.
Best,
Fireplaces Direct/Spotix Customer Solutions
Outstanding Customer Service
Customer service and help ordering was an amazingly experience. Talked through what I was looking for and the representative looked for options and walked me through them online. I could not have made as good a decision without his expertise.
19 December 2023
Reply from FireplacesDirect
Hello Bill,
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'd love to work with you again in the future.
Best,
Fireplaces Direct/Spotix Customer Solutions
today Tuesday.
I ordered it on Friday and told them my old one was toxic, and that I needed it as soon as possible. I got it today Tuesday, great service.
19 December 2023
Reply from FireplacesDirect
Hello David,
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
Service was above average.
1 December 2023
Reply from FireplacesDirect
Hello Drew,
Thank you for your feedback.
Best,
Fireplaces Direct/Spotix Customer Solutions
Great service
Easy ordering on the website, great phone support and was easy to make an update to my order. Product ships out the same day and arrives quickly.
15 December 2023
Reply from FireplacesDirect
Hello Brian,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Professional fast speedy service
Professional fast speedy service! Great customer service
13 December 2023
Reply from FireplacesDirect
Hello Aaron,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
GrillGrate for Green Mountain grill.
Satisfied with entire process. Works great on my grill.
13 December 2023
Reply from FireplacesDirect
Hello Paul,
Thank you for your review. We're so glad that you're happy with our service and your purchase, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Customer service was critical in…
Customer service was critical in helping me find the right part for my fireplace… really fast shipping too…
14 December 2023
Reply from FireplacesDirect
Hello Barry,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
Fireplace Burner NOT Delivered.
On November 28, 2023, I ordered a fireplace burner from Fireplaces Direct. They took my money. Estimated ship date was no later than December 1. Estimated delivery date was no later than December 11. It is now December 13, and I do not have my burner, and I have not received any shipping notice. In fact, no one has communicated anything to me.
5 December 2023
Reply from FireplacesDirect
Greetings,
We are terribly sorry for the delay. I appreciate this feedback. I have located your order and there was a communication error between our system and the manufacturer's which resulted in the order hanging in limbo. This has been corrected and I would expect the burner to be shipping out today or tomorrow. Again, we are terribly sorry for the inconvenience as well as the lack of communication during.
A member of our team will reach out to you directly as well to be sure that the remainder of the process goes smoothly and to ensure that any questions or concerns you may have are addressed.
Best,
Joel
FirePlacesDirect
Reply from FireplacesDirect
Hello James,
Thank you for your review. We're so glad that you're happy with our service, and we thank you for being our customer!
Best,
Fireplaces Direct/Spotix Customer Solutions
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.