"Responsive, but not proactive "

I had a few issues along the way with my order. First of all, the original item I ordered was on backorder from the manufacturer. There was nothing on the website nor any communication from them to indicate this until after I inquired about the time it was taking to ship the order. They did respond in a timely manner to my inquiry, but I think some type of notification would be better.
Ultimately, I canceled the original order and placed a new order because the backorder was still pending after 3 months. Before placing the replacement order for a different model, I verified that they had what I wanted in stock and ready to ship. They were very helpful and responsive during this process and the new order shipped and arrived promptly in good condition.
However, the refund for the original cancelled order took a month to process, which is a bit long in my opinion. Because of the time taken to process the refund, and the lack of proactive communication about the backorder in the first place, only 4 stars. And, 4 stars instead of a lower rating because they are responsive and helpful when you do need to contact them.

"Item arrived on time as promised and…"

Item arrived on time as promised and communication was great. So thank you .

"Not satisfied at all at this point....."

Not satisfied at all at this point with our purchase. Our 1st order was canceled for some reason and we just received an email notification. The 2nd order took over a month to arrive. This purchase started back in July. Upon unboxing the stove and paying for someone to come install it, it appeared damaged on the front surface and all 4 corners from the box rubbing on the stove. I reported it back to Sales via email with pictures attached and got a reply "So it just needs touch-up paint?" For this expensive purchase!? Are you kidding me? I am still waiting on a simple reply so I can work with someone to resolve this issue. It is bad enough that your website doesn't mention anything about the fact that this product has a specific style of vent pipe that cannot even be obtained due to it costing 4 times that of any of the others. I have called every supplier in our area and they say they can't get the pipe! Our new home now has a fireplace with no stove and we are very frustrated. I am willing to box it all up and ship it back to Belle Flame for a full refund or undamaged replacement if needed. I just need someone to reply and communicate with us please. The last email reply I received was over a week ago and the last email I sent requesting communication was on 9/20. Still no answer.

"Great experience"

Great experience. Staff was knowledgeable of products. They helped us find a new fireplace when our original selection became unavailable. Easy payment processing. Product arrived on time. I would purchase from them again.

"Lionel made the best of our situation…"

Lionel made the best of our situation when the manufacturer had delays. Expedited our shipping and responded to every email within the day. I’d use them again based solely on our experience with Lionel

"Quality product"

Quality product

"Replacement after shipping damage resolved"

There was some shipping damage that broken a couple of important pieces of the items in the box. After receiving documentation of the damage, Belle Flame customer support shipped out a replacement and we are happy with the result. Glad to see they were able to resolve the situation. Thanks, guys!

"Moni was easy to work with and made…"

Moni was easy to work with and made sure my shipment went out quickly. Good price , good service.

"Lionel was a lot of help"

Lionel was a lot of help. I didn’t need the trim piece for install but ordered it in case it was needed (which they said I should do and return it). Install took 2 months which was over the allowed 30 day return policy (which is too short imo) but the manufacturer let me return it as it was unused and cost 500$ at a 25% restocking fee. Log sets came broken (Lionel sent me replacements) and he is sending me a set of screws that were missing. Took a bit but we got there. Thanks.

"Had an order that was delayed"

Had an order that was delayed, reached out and Lionel made magic happen. Touched base with the manufacturer and I had my order in no time!