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Customer Testimonials

The following are emails we have received from customers.  I have taken the liberty to edit spelling, type style, and names, but none of the intent has been altered.  All original emails are on file.

In doing this page, I realized many of my customers that wrote had some sort of issue with their purchase.  Rest assured, we have very few product problems, but when we do, we take care of them in a professional manor.

From Lisa of Smyrna, GA - Hi John, THANK YOU very much for stellar customer service and response.  I look forward to receiving my logs!  Regards, Lisa 

From Robyn, Maryland - Nan & Joy,  I wanted to let you know that we had the gas logs installed yesterday and they are beautiful! Not only did you have the right logs and, more importantly, the right burner in stock, you got them to us quickly. Most websites selling gas log sets only offer one burner, but you had the one we needed to fit our fireplace AND meet the strict Maryland code. Thanks so much for your great personalized service and fast delivery.  You may use my comments in your customer testimonials (obviously without my last name and email!--such a sad commentary on the world today, no?) Have a good day. Robyn

From Dan S. of Oakton, Virginia - "Thank you for your prompt delivery of my order"

From John M. of Branford, Connecticut - "Hello, This item is now sitting on my front steps.  Thanks again for the great customer service.  Everyone that asks about my gas fireplace, I suggest your website."

From Paul H. of Falls Church, Virginia - "Thanks - I received them yesterday and they arrived in perfect condition, thanks to your AWESOME, fast shipping. When I tried to order these chimney pieces from my local dealer (name deleted) they said it would take 3 weeks to deliver and the price quoted was literally double what you charged.  Can you believe that?  I'm glad I found you guys on the internet.  You rule!"

From Barbra W. of Lawrenceville, New Jersey - "Thank you for your reply. You have commendable customer service!!"

From James P. of Birmingham, Alabama - "For Christmas, I ordered a fireplace tool set from FireLogs.com. The order was shipped promptly and arrived as advertised.  Due to a communications breakdown my son received two tool sets and I had to return one.  I requested a return of the set  I purchased and Mr. Galbreath provided instructions to handle the return. The return was completed and the credit issued immediately for my purchase.  My experience with "FireLogs.com" was very satisfactory to me and due to their customer service and business integrity I would recommend them highly to prospective customers."

Bob G. of Norwalk, Connecticut - "Re:  Exceptional Service.  Dear John,  Manufacturing and design defects happen, but it is how they are dealt with that determines a customer’s satisfaction.  I just wanted to drop you this note to compliment you on your exceptional service with my gas log set purchase.  Through the multiple efforts we needed over the course of a year to get my system working properly, you were amazing in your patience and perseverance to solve the problems, even though the problems were manufacturing issues.  This was after the manufacturer did not even have the courtesy to respond to my email inquiries after the first issue arose.  You are a tribute to how internet retailing should work!  I am positive that I would not have received nearly the service from either a brick and mortar retailer or my local gas company under the same circumstances.  I am truly impressed and, being in sales myself, I know how important satisfied customer’s are…yet how difficult it can be to keep them happy through difficult situations, especially those outside of your direct control.  And no testimonial for you would be complete without reference to Nan’s amazingly efficient and quick responsiveness to all the communication, processing, and shipping details needed for the returns and replacements.  The internet is amazing, but can sometimes be impersonal.  Not true at all with both you and Nan in your email communications.  And even more importantly, the few times I needed to speak with Nan on the phone she could not have been any more pleasant, courteous, and patient.  My email is (available by request) and you are welcome to have any of your present or future customers contact me to discuss all the reasons they should use you for attractive pricing, great product selection, thorough technical knowledge, and excellent service.  Thanks again for everything,  Bob G."

Terri R. of Manassas, Virginia - "Got my accessory kit two days after ordering - you all are fast!  It looks better than I'd hoped; thanks for the recommendation."

Robert M. of Fairfax Station, Virginia - "THIS MESSAGE IS FOR THE OWNER OF FIRELOGS.COM.  Just a short note to tell you how helpful and courteous your staff were to me in getting my firelogs delivered in record time.  He was really helpful in his advice over the phone, etc. I read the instructions cover to cover and followed them explicitly.  I connected up the flex pipe with Teflon tape wrapped on the pipe threads and had the unit working in no time!  This Peterson set, I believe, is one of the better looking log sets out there on the market!  So, just relay my THANKS!  He is a true asset to the FireLogs company!  Sincerely, Bob M."

 Pat D. - "Happy New Year.  Just wanted to write and thank you for fixing my smoking fireplace problem.  I have lived with this problem for 13 years.  I purchased your smoke guard and installed it last week.  It took me about 30 minutes to install, and for 2 days I had a fire and the house was not full of smoke.   Thanks Again.  Pat D."

Gene D. of Peoria, Illinois - "John, Received my log set in great shape (Peterson 18" Charred Oak).  Had it installed over the weekend by a professional installer.  It looks and works GREAT !  Thanks for your advise along the way - much appreciated.  Regards, Gene D."

Richard & Barbara K. of Collinsville, Illinois - "Hi, I just wanted to let you know how pleased we have been with the service we have received both in ordering our fireplace log set and with the way the problem was handled about our front burner defect.  Your staff is very  courteous and most helpful.  I was amazed and impressed when the UPS delivery man knocked at our door for the pickup of the defective front burner.  I was anticipating having to go to our local post office and returning the item to you.  Again thank you so much for the great service.  I will recommend your company to my friends if they plan to order a set.  Richard and Barbara K."

Louis H. of Wellington, Florida - "Yesterday I received my order and on the previous day I returned with your label the defective pilot light.  I am very pleased with the Peterson product the burner and logs are far superior to the Rasmussen set they replace.  The packaging and instructions for log placement were beneficial in setting up.  Thanks again for your professional prompt attention to detail.  Sincerely: Louis H., Wellington, Florida. This is the 6th LP fireplace we have in use in RI. SC. & FL. & find this burner superior to any we have yet installed."

Gail B. of East Northport, New York - "Thanks. Merry Christmas and Happy New Year to you and yours.  I am really enjoying my new fireplace logs.  I hardly ever used my den or my wood burning fireplace but now with the gas log set I am in my den all the time (it has become my favorite room in the house) and it's so easy to have a fire with just the click of the remote.  I can have a fire for 5 minutes if I feel like it, then shut it and go something else.  Couldn't do that with a wood fire, for sure. That's like a 5 hour commitment to baby sit it.  Thanks again.  Gail B."

Mindy S. of Potomac, Maryland - "Yes - the log set arrived yesterday as promised.  We have installed and are very happy with the result.  I am sending you at least one new customer today. - Ms. Mindy S."

Mike R. of Orlando, Florida - "Dear Nan Galbreath, I should like to let you know how pleased I am doing business via the internet with your company.  I should like to take this time to acquaint your customers with my experience with your company.  I came upon your site while looking for a see through vent free LP gas fireplace by Majestic.  My local dealer did not have this model in stock, in fact had very little in stock to show.  She indicated a 3-4 week shipping time.  I therefore resorted to the internet and found YOUR MOST THOROUGH SITE.  I also like the PDF installation instructions availability.  We are remodeling our home and the lovely 30 yr old Majestic vented wood burning Fireplace was not placed where we wanted it in the new plans I almost cried as we tore it down .  I initially contacted you on Dec 8th Wed. confirming that you had all the pieces I needed in stock.  I called you back as promised Thursday Dec. 9 at 4PM EST. In our discussion, you as advertised, met the local price for the firebox . You indicated the items would be shipped that day.  This morning Fri. Dec 10th at 10.30, I received your E-mail with the shipping line and tracking number confirmation.  At 11:45, I received a phone call .  The freight driver asking that someone be at home to receive his shipment.  At 12:37, we were receiving and unpacking the shipment which came in perfect condition the driver was most courteous and helped us unpack the shipment for review.  Attached are the photos receiving the shipment from Southeast Freight; TOTAL TIME FROM PLACING ORDER TO DELIVERING THE FIREPLACE 20 HRS 37 MINUTES WOW - FANTASTIC . GREAT EXPERIENCE WITH YOUR COMPANY.  Thanks again."

Jayne - "Wow, thank you so much.  I will certainly recommend your business to anyone who asks about our unit.  I will be watching for the three items and let you know when they arrive. Thanks again. Jayne"

Mike V. of New Haven, Connecticut - "Just a quick note of thanks. The burner and other parts arrived on Friday New Year's Eve in time for our plumber to install the unit.  We are very pleased with your product as well as your concern for your customers.  Again, thanks and Happy New Year!  Mike V."

Mark S. of Rockville, Maryland - "Just wanted to say it was a pleasure doing business, logs work great and installation was easy."

Dr. Carlos B. MD of Staunton, Virginia - "Dear John and Nan, I received the replacement receiver / transmitter today.  Works like a charm.  Thank you.... The replacement log has not arrived but will probably get here in the next couple days.  I greatly appreciate your help, the prompt e-mails, and customer support.  I will gladly refer you to my colleagues.  I will place the ? defective transmitter / receiver on the porch so UPS can pick it up to send back to you.  I guess they will pick it up in couple days, if not I will notify you................Dr. B."

Brendan B. of Magnolia, Delaware - "John, Thank you for your help in letting me make sure I was getting a properly sized log set.  I installed the G4 burner with the SPK26 on the left side and ran a flexible tube across the back to my pipe on the right side.  Everything went well and we are very happy with the way it all turned out.  You folks were the most helpful people we found.  You went the extra yard and were easy to talk with and work with.  You are by far the most knowledgeable person I dealt with and I was dealing with a lot of people on the internet, including the manufacturer.  Joy was more interested in making sure I was getting something that would work than she was in making a sale.  I appreciate that too.  She also knew the product line and had ready knowledge about the various SPK kits.  No one else I talked to, including the manufacturer, had that information.  When I did place the order she recommended that I get a bag of the lava rocks to hide the tubing in the back and on the sides and that was a good idea and everything looks nicer as a result.  Your website is the best one I was on.  It was the most informative.  It was logical and easy to use.  I would happily recommend anyone who is looking for a log set to you.  Thanks again."

 

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Last modified: May 28, 2014

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