Five stars just cannot say enough. Sorry, but this must be long. - This review is all about Royal Fire Pits. Com and not the product I purchased. I purchased a new Vermont Castings, Encore Woodburning Fireplace with some accessories. Awesome fireplace, but I already knew that.
I never thought I would ever purchase this item online due to so many unfortunate stories I know of with large items that require significant and heavy transportation needs. I was just looking online for places to purchase my fireplace and found several online services promoting fireplace sales. I called a couple other online services to ask questions about my purchase and was again convinced I need to purchase this item where I can see it in person. I made one last call to Royal Fire Pits just to check because did like what I saw about their customer service.
I talked to Manny L and he took my list of items to purchase and then sent me an email with an itemized quote. I had a few questions about a couple items, so I called and he sent me text & email of each item with picture and full specifications for each so I could verify for myself. It was the next day before I called back and made a few corrections to my order and placed my order and paid for it online. The next day I got a confirmation of shipment with a tracking number.
My order arrived to my residence in a freight truck on time, However, when the driver opened the door to unload, I could see the fireplace was setting wrong in the pallet and other items were smashed. I asked to open the wrapping a bit and I could see the enamel was chipped – so I rejected the entire order and took photos of everything. I attached these photos to an email with the rejection slip to Royal Fire Pits. Within about an hour or two RFP called me to discuss and confirm this mess and assured me this would be taken care of and a new order will be sent to me.
The next day I got a call and email from RFP confirming a new order is being shipped. I got a tracking number in an email a few hours later.
My second delivery showed up in the same size freight truck. Again, I watched as the driver opened the door and this time it was worse. Then entire pallet and fireplace were setting on an angle with the fireplace almost coming off the pallet and out of the wrapping. I opened the wrapping and could see a large chip out of the enamel, so again, I rejected the entire shipment. I took photos and email them to RFP again. Same, very concerned Customer Service from RFP. Assured me this will be resolved quickly. It did take one extra day because RFP switched freight companies with circumstances fully explained. I had lots of time here so I was not stressed. I just want my order delivered in perfect condition. My third delivery arrived in perfect condition.
All through this unfortunate experience, for both RFP and myself, I must say RFP was very professional and personable at the same time. At no point did I feel concerned that I was not going to my order in proper condition. Every person at RFP responded rapidly, in a very kind but professional manner. I am totally impressed and pleased that I chose Royal Fire Pits for this purchase.
One last note; For all of you that give one-star reviews to your vendor or product, because your product arrived damaged due to shipping, I hope the above gives you something to think about. RFP is a wonderful place to do business. Shipping of items requiring a 3rd party or even directly is a SOB in today’s environment. Workers just do not give a rip about their job like they used to.

I called to place an order for a Vermont Castings wood stove. The gentleman I spoke to was extremely patient and knowledgeable about the product, and all the accessories I needed. Best customer service experience I have had in awhile. Highly recommended. Looking forward to using my new stove.