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Customer Feedback

Average Rating: Our customers have rated our service 5/5

Bad experience

I went by the description they had but apparently it was not the actual size of the product but the size of the fireplace. No where on the website do they have the diameters of the actual product. After getting the product I noticed it was the wrong size and tried returning it. They want 20% restocking and I pay for shipping due to the terms but in the terms and condition it also States you'll get a courtesy email to make sure you purchase the right product before it ship. Well after I said that they stop emailing me.

CJs Hearth & Home Team
The description on the web site said that it was a screen for a direct vent fireplace. After seeing a picture of your fireplace it was clear that you have a vent free fireplace not a direct vent. A direct vent fireplace has a sealed piece of glass on the front of the fireplace. This screen is made only for the Monessen models listed in the description. It is screen only.

 Our Terms and Conditions do not say that a courtesy email will be sent to make sure that you purchased the right product. But when you place an order online, a receipt is emailed to you. At that time, the customer must look it over and call us if there is a problem or question.

As to the restocking fee, we do not stock this product and we are passing on the fees assessed to us by the distributor. As to the description that you claimed to go by, I have copied the heading and the description from the page where you place your order.  We are sorry that you didn’t think to contact us before you placed the order. There is a huge difference between and direct vent and a vent free fireplace and the accessories are never interchangeable.

The heading at the top of the page is below:

Decorative Black Mesh Glass Cover for 36 Inch Monessen Fireplaces

The description listed is below:

This is a decorative mesh that fits over the glass door of compatible Monessen® DVfireplaces. It has a black finish.


For Monessen 400DVB 36" Direct Vent Gas Fireplaces
For Monessen 400HDVB 36" Direct Vent Gas Fireplaces

Diane rated our company service 1/5
Diane Spartanburg 02/02/2017 09:57 PM (EST)
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