Horrible and dismissive customer service and staff. Blatant false advertising which they will NOT STAND BEHIND or change. Will not listen to logic, will not question their own internal inventory system or escalate the problem to a higher authority. Will NOT honor their offer for a free item when purchase is made and delivery has occurred.
I ordered a 42" electric fireplace, which should be delivered in two boxes, as confirmed by the manufacturer, TwinStar (one box the mantel and one box the fireplace insert)... it was delivered quickly and the assembled fireplace is great looking, works efficiently and is of good value. That is where the positives END. I was not delivered the "FREE" insert, clearly advertised as part of the order. I should have been delivered 3 boxes (one mantel and 2 inserts) for the price, according to NewEgg's website offer. After 4 phone calls with multiple customer service staff, multiple emails send, some even including pictures of the shipping boxes and labels (as per their request), 3 weeks of back and forth craziness, I was flatly refused the free insert with the following response from a CS Supervisor..... "We do apologize again but we are unable to send you another insert at no cost. We confirmed there was an error on our site and it has been corrected to reflect the correct description." Well, they HAVE NOT changed the wording and are still offering a "FREE" insert and they even lowered the price $20 since my purchase. I am happy with my purchase of the fireplace but only want what NewEgg promised in its deceptive and blatantly false advertising... BEWARE if you order this ClassicFlame 42" 23DM537-T401 if expecting a free insert over and above ClassicFlame 23DM537-T401, which should ship in 2 boxes. BAD BAD customer service and FALSE AND DECEPTIVE advertising. BEWARE. I suspect that they want the buyer to think they are paying for the mantel ONLY and the FREE insert will complete the 2 box order.... this is what they tried to get me to accept! THIS is false advertising as the ClassicFlame 42" 23DM537-T401 they advertise for $399 ships as the mantel AND the electric insert. No amount of complaining will get them to stand behind their offer but I need to let the public know about their false advertising. Again, beware!