Belle Flame  Opiniões 

I would rate a zero if it was an option!! I’m not one to criticize but this was the worst experience ever. It was near impossible to speak to a live knowledgeable person to resolve the order that did not include half of what was needed to build the fireplace. We ended up having to make pieces to finish the fireplace. I had a friend asked me about my experience and told him all my problems and against my advice he ended buying one as well and had nothing but problems as well.

The a wrong fireplace was shipped. The mistake wasn't picked up until the fireplace was installed in the opening and the fan was about to be installed. Customer service was tough to deal with. Although a slight adjustment was made to price ( the difference of the cost of the cheaper fireplace) I should have made them pay the freight to return the wrong fireplace and ship the right one. I do not recommend.

We ordered a wood insert fireplace (Supreme Lumis 22 model) from the BelleFlamme store (in person). We signed a sales contract and gave a down payment ($2800.00) on Sept. 12, 2025. The salesman said that it would take 3-4 weeks for the insert to arrive and be installed.

They were very slow to communicate with us to arrange home visits (for per-installation inspection and then delivery/installation), and in fact we had to pester them to get things moving. They changed the delivery/installation date a couple of times and then finally did the installation on November 24, 2025, 10 weeks after we gave a deposit for purchase.

The day before they came to install, they asked for full payment minus $750 (the salesman's commission). We complied, and sent $3496.00 so at this point we had given them $6296.00 total.

During the installation, and unbeknownst to us, they modified the electrical circuit for the fan/blower and subsequently damaged the fan/blower circuit so that it does not work.

It is now Jan 28th 2026 and they still haven't fixed the damaged fan/blower circuit that they damaged during installation. We have been constantly contacting them asking them to come and fix it ASAP... but they keep brushing us off. They are so disorganized that they don't have the ability to support the products that they sell. They also offloaded our issue to a third party contractor (electrician). So they are not even taking responsibility for fixing this and it turns out that we are currently waiting for the 3rd party contractor to come back from vacation to fix this.....soooo frustrating!!!!

Meanwhile we are not able to heat our house properly this winter as we had expected.
I'll also note that some of the communications with BelleFlamme staff (including the vice-president of BelleFlamme) have been pretty condescending, arrogant and dismissive, and the salesman keeps contacting us asking for the final $750. The salesman, apparently, is not even tracking the issue.

We are pretty dismayed at this point and will look into making a complaint with the RBQ and possibly file legal suit with small claims court for lost of heating costs and potentially having it fixed by an independent company.

I'd advise anyone not to do business with BelleFlamme unless you enjoy being cheated and dismissed.

This is a sincere depiction of the events. There are a few "gory" details that I did not include in this description so that I could keep it simple and to the point.

Communication was terrible. Took about 2 months to ship. Item showed up damaged and never even got a response when I emailed you guys about it. Would not buy from you again.

Purchased a large order in November and was told it was ship in a few weeks. Its now January. No item. Website disappeared. They stopped answering emails, voicemails and do not answer phone calls.

Would avoid!!

DO NOT PURCHASE FROM THIS COMPANY! it is a total and complete fraud and fake. I ordered a fireplace screen on October 31 that showed in stock and to be shipped within 7 days. Three weeks later, I inquired about the status and was told from Lionel that it was shipping from the manufacturer in 2-3 weeks. In December, I inquired again and was told by Lionel that they would let me know when it was received. When I asked for an ETA, not response. When I asked to cancel order, no response. I have been totally ghosted from this company with no responses. I now see similar experiences and should have researched vendor before. Lesson learned!

THIS COMPANY IS A COMPLETE SCAM!!!! DO NOT ORDER FROM THEM!!!!

Lionel was helpful until he received payment. Not a peep since payment confirmation email. Im hoping for a positive outcome, but have my doubts. Website disappeared the day after my order. Shame on me, should have read these reviews.

I'm 99.9% sure this is a fraudulent company. I placed an order on Oct 31, 2025 and they took my money but I have not had ANY communication from them since. No shipping/tracking updates, no stock update. I have reached out multiple times and zero response. Going to claim fraud with my credit card company. So disappointed.

I received the parts after several Months after placing the order.. I called to confirm the availability before placing the order and They just lied to my face and said they have the stock.. after placing the order they said the part is in back order and is going to take months..

Web site states you can return logs. However, they don’t tell you that they will never email you or call you back to provide an RMA number (which is necessary to return anything).

Great prices and responsive customer service.

You took my money, never delivered my product after waiting 3 weeks, never answered the phone or responded to my emails. Online chat is non existent and the 3rd week after the promised delivery date the phones were disconnected! Scammed and thiefs! DO NOT ORDER FROM THIS COMPANY.

I don't believe this is a legitimate business with legitimate sales team/employees behind it. I made a purchase (fireplace tool kit) in early Nov 2025 through their website, and haven't heard a peep from them since. I have emailed, called and left messages, and sent text messages through their belleflame.com website assistant and have received ZERO responses from anyone to any of my requests for order updates and assistance. There is only a messaging service on their phone number. No responses from their email addresses, and no response from the website text message assistant service. Don't waste your time and money, they will only steal both from you, there are other legitimate businesses in the US that sell these products and actually deliver to their customers. I'd give zero stars if possible.

TL:DR Item wasn't actually in stock as shown on website. Item had to be substituted after waiting 4 months. No communication for the last 4 weeks and now the website isn't loading.

My story with Belle Flame begins back in April of 2025. I ordered the Empire St Claire 3000 from their website as it clearly showed that it was in stock, as well as all of the accessories for said fireplace and many chimney parts to go with it. Although shipping for the accessories and chimney parts took longer than advertised on their website, I received all of those within a months time of the original order, however, the fireplace itself had not yet shipped. When I checked in a couple weeks after placing the order, I was told that it actually was not in stock and it would be another 2 weeks until it would ship. I checked in every 2 weeks for almost 4 months and they still didn't have it in stock! We were able to come to a compromise, and in September I was sent a different fireplace and did in fact receive it. Then I began going back and forth every 2 weeks or so to try and get all of the correct accessories up until their last communication on November 11th, exactly 4 weeks ago when they quit communicating altogether. I have written them several times, tried calling several times and left messages on their answering machine, wrote them on social media, tried using their chat service on their website, and after having done all of that, I have not been able to get ahold of anyone nor have I received a response to anything. I am sad to say that I felt comfortable enough doing business with them a second time after having finally received a fireplace from them, so I placed another smaller order at the beginning of November, that now over a month later has still not shipped. To make matters worse, I tried to get on their website today to find that it isn't even there anymore! I wish I knew what was going on, but it doesn't look good for Belle Flame. I'd love to get my products from them, but my faith is gone and since I can't get ahold of anyone with the company, I've reached out to my card services to recoup my losses on this one. To Belle Flame: I really would like my last order if y'all would reach out to me and make this right!

Ordered a mantel. They said it was in stock and would ship in 3 business days. after 15 business days I called and they said it wasn't in stock and would be refunded. I just checked my cc statement and it's been 15 days since they said it would be refunded and so far nothing. I am now disputing.

Ordered online on 11/11/25, was instock & to be delivered in 4-12 days. It's 12/8/25 & have called (only can leave voicemail), emailed & tried the chat (sat for an hour twice no NO chat response).
Just want status on if it IS going to ship - think we need to cancel but not sure how to do that either.
Very disappointing with a non-working fireplace!

Order was placed over a month ago with no shipment yet. I have made multiple attempts via phone and email with no response. Very unhappy with my choice to purchase from Belle Flame.