Reviews
5 Customer Reviews
Review from Claudia C
1 star12/11/2024
****************... damaged products delivered.will give you the run around.never helped with any repairs or replacement or warranty issues.i can't believe this place is in businessReview from Kerstin E
1 star11/11/2024
I ordered a fireplace, Matrix Brand, that we received with horrible craftsmanship. It had missing screws, a large gap in the door and screws entered at angles. I requested a refund and return and they stated they would send a new one, guaranteed without issues. AGAIN it came with screws entered at an angle. I asked for another refund and was done with Fireplace Direct / Spotix. It has been over 1 week since the last return and still no refund and now I was charged interest since I always use a credit card for online purchases. They will not credit for the interest rate for their late refund. I would not recommend them.
Spotix Inc Response
11/12/2024
Thank you for sharing your experience. We apologize for the challenges you encountered with the quality of the fireplace and the refund process.
When the first unit arrived with defects, we reached out to the manufacturer, who only offered partial compensation to keep the item as-is. However, we felt it was important that you received a unit free of defects, so we arranged for a replacement. We were sorry the second unit also did not meet expectations. We proceeded with the return and refund as requested.
We understand your concern with the refund timing and apologize for the delay caused by our processing error. This was resolved and the refund completed within 30 days of your initial order. This experience has provided us with the opportunity to review and improve our processes, and were working to prevent future issues.
We are unable to adjust interest charges from third-party institutions and apologize for any inconvenience this may have caused.
Thank you again for your valuable feedback, it truly does help us improve. Please dont hesitate to reach out if theres anything further we may assist with.
Best,
Meg
Spotix/Fireplaced Direct Customer SolutionsReview from Ekansh S
1 star08/24/2024
Horrible service from Spotix. I purchased a CS30W-B-RE-N from fireplace-direct and the item I received didn't work upon installation. I have been chasing them since Jan 2024. It is now end of Aug and I'm yet to get a resolution. I have only heard back from them 2 times in these 8 months - once to say "why don't you try changing the batteries" and the second time to ship everything back before any progress is made (this doesn't work for us since fireplace is in our main living room). 4+ weeks and counting since my last reply.Spotix Inc Response
11/12/2024
Thank you for your feedback.
We acknowledge there was a gap of five months between two previous communications from our Warranty Specialist and your next response noted you had been out of town.
Regarding the warranty process, the manufacturer requires an evaluation of the unit before any replacement can be issued. This step is necessary to determine whether a repair or replacement is the most appropriate solution under warranty terms. We understand this process has been slow, and we are doing what we can to facilitate this resolution.
After our update on July 12, we unfortunately missed several of your follow-up emails due to a technical issue in our system. It has since been resolved, but this caused a gap in communication which made it appear as though we had not received further responses from you. We deeply regret this oversight and the lack of timely follow-up. The requested and required information was not provided in your replies.
Since then, we have sent follow-up emails but have not yet received a reply. We remain committed to resolving this matter and encourage you to reach out so we may proceed.
Best,
Meg
Spotix/FireplacesDirect Customer SolutionsReview from Timothy S
1 star06/25/2024
I had ordered an item "VENTBW" from firepits direct showing one item and what I received was a different item than the one pictured. To return the item I was told that I would be charged shipping and a restocking fee. This is absurd since it is their own error. After multiple communications and then ADMITTING FAULT (I quote their email) "We use images as originally provided by the manufacturer. Clearly they have updated them, so we will get that corrected" They still refused to take responsibility for their mistake. Absolutely absurd that any business would operate this way.Spotix Inc Response
11/12/2024
Thank you for sharing your feedback. We sincerely apologize for the confusion and frustration this caused.
There was some miscommunication in our initial correspondence. You had ordered one product but mentioned in your email that a different product was needed, which led to our initial response involving shipping deductions. Additionally, when informed the original packaging had been disposed of the restocking fee was applied.
Regarding the product image, we discovered that the manufacturer had updated their image to photo shop out a shadow, we believed this resulted in a pixelated version that did not clearly show the product. We acknowledged this resulted in your confusion and made the necessary adjustments to the image on our site.
We proceeded with a full refund without requiring the return of the product. We hope this was the right solution for you and we appreciate your understanding.
Thank you again for your feedback.
Best,
Meg
Spotix/FirePitsDirect Customer SolutionsReview from Paul S
1 star03/05/2024
This company sent me a part that arrive completely smashed up and bent with missing broken parts. The box that it came in was in perfect shape.Spotix Inc Response
03/07/2024
We are very sorry the replacement blower you ordered from us on Amazon arrived damaged.
As noted during our phone call, we are experiencing an increase in damage for this particular item. It has been our practice to ship these in the original manufacturers packaging. We have checked a number of units in our warehouse and there is no damage to them. We believe this damage is happening in transit due to the internal packing materials and the oversized box they are housed in. It is believed the extra space in the box paired with the weight of the motor is causing the smaller plastic components to fracture.
We have reported this to the manufacturer for improvements as well as communicated with our warehouse team to open the boxes and add additional materials in the interim.
Customer Review Rating
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