Glenn,
We're sorry to hear you feel this way, and we want to be transparent with anyone reading this about what actually occurred.
You reached out at the time of purchase requesting a delayed shipment, and that you could not receive the fireplace until after December 8th - which we were happy to accommodate. Your order was scheduled to ship within 14 business days of December 8th. To be fair, this shipping window is longer than normal; but not bad, given it was in the middle of the Holiday Season and the busiest time of year in our industry. We communicated this shipping timline with you, and sent multiple follow-ups to keep you informed throughout the process.
Just a few days after the date you told us you could not receive the fireplace, your tone changed dramatically. When you threatened a chargeback, we were upfront: if a dispute was filed, we would not be able to ship the fireplace and would instead process a refund. We made that offer clearly and in good faith. You chose to file a chargeback, instead of accepting our refund offer. We did not dispute the chargeback — even though we had already shipped the venting system, a $1,200 value, which we absorbed entirely.
You were not berated and your right to file a dispute was never violated — in fact, you exercised it, and we did not challenge it.
We work incredibly hard to provide an exceptional experience for every customer, and the overwhelming majority of our reviews reflect that. We wish this situation had gone differently, and we genuinely wish you well.
— Tyler & Brian, The Torch Guys