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We thought we were getting a beautiful fireplace, like the one we have. Instead we a piece of crap, not the same stove in the picture. Not the directions to fix the stove , another set of directions that did not even fit this stove. No way to fix the flame, no way to...
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Anonymous
Charlottte Romano

I would never recommend this product to anyone

2.7
I liked
  • Very unsatified
I didn't like
  • Product workman ship nor customer service
  • Fire hazard
  • Product workmanship
#1126538
On hold for over an hour, rep's response we have a lot of customers with a lot of questions. OK, hire more rep's. Called a week age about sending the stove back. She did not want to hear that. Said I wanted a return label emailed to me. She said she would, now a week...
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1.3
I liked
  • Looked nice
  • Would never recommend there product
  • Heater was attractive did a good job when it worked
I didn't like
  • Customer service is a joke
#1130000
just received a new roll and glow heater 11-4-2017. Already does not work properly. Can not get customer service any way,this company is awful. I would like to return but cannot get any HELP.This is number two roll and glow heater I have purchased,i had trouble with...
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1.0
I didn't like
  • Customer service is a joke
#1126108

Heat Surge - Pissed

Heat Surge
#1131872
4.3
Details
Why don't you guys ever answer your *** phone that's poor business practice I want to know where the *** my fireplace is I ordered it over 2 weeks ago.
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Customer service
Diversity of Products or Services
Ease of Use
Exchange, Refund and Cancellation Policy
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Product or Service Quality
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Heat Surge Customer Care Review

Heat Surge
#1001108
3.4
Details
No customer service telephone answer!
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Customer service
Diversity of Products or Services
Ease of Use
Exchange, Refund and Cancellation Policy
Price Affordability
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Style and Design
Value for money
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Heat Surge Fireplace Review

Heat Surge
#992961
1.7
Details
The heater has less than 24 hours using it. I had repaired a month after purchasing. I wait over 1 hour and get no answer to customer service line. I also emailed 4 times with no response.
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Customer service
Diversity of Products or Services
Ease of Use
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Staff
Style and Design
Value for money
Warranty
Website

Heat Surge Customer Care Review

Heat Surge
#973760
Bought the newest version it will not heat the area i need . I have been on hold for 1and a half hours. I will never deal with this fly by night company again. They have the nerve to call it customer service.
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We bought the Roll N Glow fireplace. The first time we plugged it in, the back of the unit "popped" loudly. We were unable to turn the unit on. Subsequently, I attempted to contact Heatsurge and was placed on interminable hold. Failing to contact anyone, I sent 17...
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HeatSurge
HeatSurge
Heat Surge Verified Representative

We are very sorry to hear about the issues you have experienced with your Heat Surge unit as well as your inability to get in touch with our Customer Care Center. Please prov...

#1076406
My parents ordered one of the Units (Cherry Roll and Glow) in November 2016. Unit worked okay for 1 month but now clicks 16 times and doesn't ignite, but you can smell a burnt plastic smell. Unplugged unit and attempted contact with company for returns. Their URL for...
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1.2
I didn't like
  • Customer service is a joke
#1004140
i purchase 5 heat surge mini glo fireplaces 2 years ago just recently i went to put on 3 of the 5 on and they did't come on i checked all my electric outlets in the house nothing wrong there . so now i am down to 2 mini glo heaters tried to call customer service like...
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HeatSurge
HeatSurge
Heat Surge Verified Representative

I am very sorry to hear the heaters are not working, and for your wait time on the Customer Care phone line. If you provide me with your name, contact information, and order ...

1.7
I liked
  • Would never recommend there product
I didn't like
  • Customer service rename put on hold no answer
  • Not getting my call answer
  • On hold for hours no anwer
#1000615
I RETURNED A HEATER THAT WAS STILL UNDER WARRANTY FOR REPLACEMENT. THEY DID REPLACE THE HEATER WITH ONE THAT WOULD NOT PUT OUT ANY HEAT AT ALL. THIS HAS BEEN ABOUT 6 WEEKS NOW AND NO REPLACEMENT YET. TALKED TO ANGELA AND SHE WAS GOING TO TURN IT OVER TO HER BOSS, WITH...
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HeatSurge
HeatSurge
Heat Surge Verified Representative

I am very sorry to hear the heaters are not working, and for your wait time on the Customer Care phone line. If you provide me with your name, contact information, and order ...

I didn't like
  • Customer service
#1002384

after contacting heat surge before ordering i was still received the wrong heater. wait time for service on phone was extreme. didn't not waste your time unless your confirm your purchases. very very poor service. i have order 4 to 8 heaters over the years. i will not...
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HeatSurge
HeatSurge
Heat Surge Verified Representative

We at Heat Surge take each customer’s concerns very seriously. We have been working diligently to resolve every phone call, email, and letter as quickly as possible throughou...

2.6
#969313
Bought Heat Surge through HSN. Bought it on Oct 15, 2015 . To my surprise one year to the day passed my fireplace which is lovely, in dark oak, wide screen wont stay on. You turn it on. Wait a min or two and it turns it self off. I have tried replacing the remote...
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1.5
I liked
  • Heater was attractive did a good job when it worked
#1000387
My Fireplace will not stay on. I have tried to contact Heat Surge both by phone and email. I waited on the phone for over 3 hours and they never came on line. I emailed them and they gave me an automatic response that they would get back to me very soon. It has been a...
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HeatSurge
HeatSurge
Heat Surge Verified Representative

If you would please provide your name, telephone number or order number a member of our customer service department will contact you. Thank you.

2.1
I didn't like
  • Custome service
  • Customer service
#996468