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Electric Fireplaces Depot complaints

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PO Box 59521
Renton, WA 98058 | Get Directions

(800) 309-2144

http://electricfireplacesdepot...

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Total Amount in Dispute:
$1,899.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Electric Fireplaces Depot closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Electric Fireplaces Depot

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6/14/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,899.00 Amount Settled: $0.00

Customer Complaint

10/16/2020

Purchase Napoleon fireplace Aug 10,2020 . Fireplace was delivered defective September 10. A new Napoleon fireplace was approved and I am still waiting for fireplace to be delivered. I requested a credit and I have not received an answer. Order number 5755 Resolution Sought I need to be compensated for the for the inconvenience I have incurred.

Company Response

6/1/2022

A new unit was shipped to Sherrie on 10/12 and delivered on 10/20 per appointment with Ward Transport. The tracking number for this shipment was emailed to Sherrie on 10/13. I have attached the email we sent. We reached out to Napoleon again and was able to get a labor credit of $65 for Sherrie. We just refunded that amount to the mastercard ending in 1626 today. Please let us know if you have any questions. Due to the COVID-19 situation many of our manufacturers and warehouses are working with a limited staff and remotely when possible. We apologize in advance if this causes any delays. We appreciate your patience and understanding during this difficult time.

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