Factory Buys Direct

Have been trying to reach Customer Service for weeks to no avail. Get a phone response that says "go to website" and email us. I've done this an received no reply!
Horrible Customer service!!

The worst costumer service.. THIER return policy , they don't have one but tell you all sales are finale.. No one ever called you back, I bought a fire place with in 2 days I wanted to upgrade and get a larger one and pay the difference.. It took them 4 weeks to tell me the owner said , no returns...if you go to the warehouse you get to talk to someone , otherwise you are screwed .. The fireplace sucks, doesn't heat what so ever.. This has got to be the WORST product, customer service company ever..