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Sizzling Holiday Sale
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Live Customer Support
Sizzling Holiday Sale
delayed delivery and lack of communication
Dear Ali,
Thank you for sharing your feedback. We truly value your input and take all customer concerns seriously.
Regarding your order, the Redstone 42” Fireplace was ordered on 11/08 and successfully delivered on 11/18. As for the TruWood Premium Timber Kit, it was backordered by the factory at the time of purchase, and none of our warehouses had stock available. This was communicated to you on 11/13, and you agreed to keep the item on order.
We ensured to provide regular updates throughout the process to keep you informed, with communication sent on the following dates:
11/30
12/10
12/16
12/20
12/23
We understand that waiting six weeks for the timber kit was not ideal, and we sincerely apologize for any inconvenience this caused. However, we feel that the comments regarding delayed delivery and lack of communication may not fully reflect the efforts we made to keep you informed and updated throughout.
Nonetheless, we are glad that you have received everything and hope the fireplace has been a great addition to your space. Thank you for your business and trust. If there’s anything further we can assist you with, please don’t hesitate to reach out.
-Royal Fire Pits Team
We have used warming trends multiple times, and we will never use anything else. This was our first time ordering from royal fire pits. I found ordering online troublesome, I then called the 800 number and things went smoothly. I would order from them again if necessary, but really want to become a wholesaler myself. Very happy with everything!!!
Cheers
Recommend the warming trends system. Works like a real wood fire pit, ours is lp gas with ceramic logs.
I love the Dauntless Vermont castings wood stove I purchased from Royal Fire Pits!
The stove was delivered to my home, packaged very well & arrived on time.
I would order from Royal Fire Pits again.
I highly recommend them, you won’t be disappointed!
Stove arrived with broken glass in the door. Contacted you. Although I told them it wasn’t urgent (as I’m not installing stove for 3 months) I have not heard what the resolution will be.
Dear Phil,
Thank you for your feedback and for bringing this to our attention. We sincerely apologize for the inconvenience caused by the damaged glass on your stove and the delay in resolving the issue.
When you initially reached out, it was during the Christmas holiday period, when many of our vendors and warehouse partners were closed. While this contributed to the delay, we completely understand how frustrating this situation must have been for you.
We are happy to confirm that a new piece of glass has been packed and shipped to you with expedited delivery. Additionally, we are actively working on improving our processes by keeping spare parts in stock. This will allow us to provide faster resolutions in the future without having to rely solely on factory or warehouse availability.
Thank you for your patience and understanding. If there’s anything further we can assist you with, please don’t hesitate to reach out.
- Royal Fire Pits Team
info@royalfirepits.com
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