Belle Flame  Bewertungen 346

You took my money, never delivered my product after waiting 3 weeks, never answered the phone or responded to my emails. Online chat is non existent and the 3rd week after the promised delivery date the phones were disconnected! Scammed and thiefs! DO NOT ORDER FROM THIS COMPANY.

I don't believe this is a legitimate business with legitimate sales team/employees behind it. I made a purchase (fireplace tool kit) in early Nov 2025 through their website, and haven't heard a peep from them since. I have emailed, called and left messages, and sent text messages through their belleflame.com website assistant and have received ZERO responses from anyone to any of my requests for order updates and assistance. There is only a messaging service on their phone number. No responses from their email addresses, and no response from the website text message assistant service. Don't waste your time and money, they will only steal both from you, there are other legitimate businesses in the US that sell these products and actually deliver to their customers. I'd give zero stars if possible.

TL:DR Item wasn't actually in stock as shown on website. Item had to be substituted after waiting 4 months. No communication for the last 4 weeks and now the website isn't loading.

My story with Belle Flame begins back in April of 2025. I ordered the Empire St Claire 3000 from their website as it clearly showed that it was in stock, as well as all of the accessories for said fireplace and many chimney parts to go with it. Although shipping for the accessories and chimney parts took longer than advertised on their website, I received all of those within a months time of the original order, however, the fireplace itself had not yet shipped. When I checked in a couple weeks after placing the order, I was told that it actually was not in stock and it would be another 2 weeks until it would ship. I checked in every 2 weeks for almost 4 months and they still didn't have it in stock! We were able to come to a compromise, and in September I was sent a different fireplace and did in fact receive it. Then I began going back and forth every 2 weeks or so to try and get all of the correct accessories up until their last communication on November 11th, exactly 4 weeks ago when they quit communicating altogether. I have written them several times, tried calling several times and left messages on their answering machine, wrote them on social media, tried using their chat service on their website, and after having done all of that, I have not been able to get ahold of anyone nor have I received a response to anything. I am sad to say that I felt comfortable enough doing business with them a second time after having finally received a fireplace from them, so I placed another smaller order at the beginning of November, that now over a month later has still not shipped. To make matters worse, I tried to get on their website today to find that it isn't even there anymore! I wish I knew what was going on, but it doesn't look good for Belle Flame. I'd love to get my products from them, but my faith is gone and since I can't get ahold of anyone with the company, I've reached out to my card services to recoup my losses on this one. To Belle Flame: I really would like my last order if y'all would reach out to me and make this right!

Ordered a mantel. They said it was in stock and would ship in 3 business days. after 15 business days I called and they said it wasn't in stock and would be refunded. I just checked my cc statement and it's been 15 days since they said it would be refunded and so far nothing. I am now disputing.

Ordered online on 11/11/25, was instock & to be delivered in 4-12 days. It's 12/8/25 & have called (only can leave voicemail), emailed & tried the chat (sat for an hour twice no NO chat response).
Just want status on if it IS going to ship - think we need to cancel but not sure how to do that either.
Very disappointing with a non-working fireplace!

Order was placed over a month ago with no shipment yet. I have made multiple attempts via phone and email with no response. Very unhappy with my choice to purchase from Belle Flame.

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..