Exceptional Fire - Online Fireplace, BBQ & Patio Superstore - Laguna Hills, California

Robert C.

Exceptional Fire was great, but I can’t say the same for the Fireplace Door. The quality was not what I expected for $1500. The paint finish was sub standard. The ends of the aluminum frame holding the glass was not painted, so when the doors were open instead of seeing black you see the silver aluminum. The magnetic holder for the doors was loose in the packaging and bent. The top frame of one of the doors was scratched big time. Other areas of the frame that would be visible had several scratch marks. One of the screens had a couple of places that looked like something had poke holes in it. The black glass looks bad on the edges where the close together. The glass doors were not aligned. My wife and I were very disappointed in the door and its quality. The whole door needs to be remade. Waiting at this time to see how the manufacturer handles this.

Update 1/31/2025
We received a replacement fireplace door, but many of the same issues were still there. Unpainted aluminum on the doors that were visible when in the open position. Scratches on the frame that were visible when the doors were open. Overall the door was received in much better condition than the first one. The quality/attention to detail were still subpar. Customer service was exceptional though and I give thanks to Daniel for his help. They sent me touch up paint so I could finish the job of hiding exposed aluminum that should have been taken care of during the build process and scratches acquired during shipping. The first door fit perfectly, but the new door required some tweaking to get it to fit. Was a little too snug because of the brackets for the doors. The magnets definitely hold the door very snug, so no worry’s about falling off. Overall the door looks good especially once I touched up with the paint. This door would have been a 5 star rating if the quality was better. I am going to go from 1 star to 3 stars only because customer service was so very good.

Chris V. H.

Worked with Daniel to purchase an Alfresco grill and griddle. Very responsive and knowledgeable of the product and gave me guidance on installation. I would highly recommend Exceptional Fire for their expertise and ability to do custom orders while still being competitive!

natalie N.

Hi! Let me preface by saying this may be my only google review ever, i do not usually leave reviews, alas - I feel out of options. I ordered my custom L shaped bi-fold glass door for my fireplace in August. It was delivered within the time frame it said it would be, however, it did not fit. Tracking down who to talk to about this was difficult, but I kept being pointed back to Robert (whom i originally spoke to when I first ordered) - I understood that the custom orders did not qualify for refunds. However - the fact that we did measurements together on facetime felt that it constituted something to make this right. A partial refund or something of the like. My floors are uneven, so this affected the measurements, but again Robert and I took very detailed measurements several times, not just once. (An aside - I did think it was initially odd to not send someone to my house for the measurements, but it was a fair price and the cheapest option I was looking at, so I decided to trust that it would work out).

Robert kept saying he would make this right by sending pieces of metal to put on the sides to fill in the gaps and at this point I was worn down and just accepted it even though it wasn't my preferred method of resolution. Fine. No problem. He said to send more and more measurement pictures to him and then to someone else, his contractor I believe or something, and he needed videos. I send them. Nothing for a week. I follow up again. Robert says he needs more photos and videos. I said I have sent two rounds now. I say "Can you just send a tech to take measurements if the pictures aren't enough for you? You've already asked for these and I don't feel like this is my fault" - Every step of the way Robert agreed with me.

Fast forward to a month ago or so - after me insisting, Robert said he would send his tech out to measure to fix the side gaps with a piece of metal (pictured) and then later the tech would come install himself. This took a month to track down the tech's schedule, again, with me following up one or two times a week with Robert saying he couldn't get in touch with a tech / get his schedule or "i'll give him your available times and get back to you" - He never got back to me on his own, I had to ask him for updates every time.

Eventually, I'm sure I wore him down enough, and he said a few days ago that the tech would be coming today between 8AM-10AM. It is currently 5 o'clock and I have contacted Robert several times wondering where the tech is and all Robert continues to say and I quote "I'm trying to get ahold of him but no answers from him" - this is maybe the umpteenth time Robert has said this.

I had to initiate every text to ask for an update about what Robert promised, and there is little motivation on Robert's end to fix this for me. I feel I was very understanding and patient throughout all of the above.

Anyway, I don't know if anyone else at Exceptional Fire knows that this is how Robert and I's exchange has been going, so maybe you're a good company, but I now have to pay (with money I cannot afford to spend) another company to fix your mistake after A LOT of patience from me and lack of communication from Robert. It is my belief that the tech never existed and Robert was hoping I would drop this whole thing after months and months of spotty at best empty promises.

This is unacceptable. I need some sort of compensation for this - truly. I no longer want your company to fix this. Give me a refund so I can go elsewhere

*UPDATE IN RESPONSE TO OWNERS RESPONSE 2/7/25* - Yes, i'm aware that you offered to fill the gaps. I sent the measurements multiple times to Robert. He scheduled someone as I mentioned above, they never showed up. This was the 2nd time we tried to schedule someone, the 1st time Robert never set the it up with whomever the fixer person was. The 2nd time Robert said it was scheduled and no one showed up. I gave up because it was truly 8-10 times I was ignored. I'm not asking for anything anymore (because you won't give me a refund) - all I'm asking is you take accountability.

Noel M.

We have an odd-sized fireplace, so finding doors that would fit was a challenge. Exceptional Fire offered a custom sizing option, which was perfect for us. The customer service team guided us through the measuring process, and the doors fit like a glove. The craftsmanship is top-notch, and they arrived well-packaged with clear installation instructions. We’re very impressed with the quality.

Debra Y.

We're thrilled with the custom screen from Exceptional Fire! They were able to create my custom design, working with me to make adjustments and providing CAD drawings each time we refined an element. It's the perfect touch for our new home. Highly recommend!

Mayank C.

Ordering was easy, our estimated ship date was 7/12 we did not receive until 7/26, it was not packed well and the corners were scratched and there is a scratch on the face. I did contact the company and they are supposed to be sending touch-up paint. Would have appreciated something off.

Mary A.

Our mantle fits our fireplace wall perfectly! We searched all over the internet to find an outdoor in the sun and weather mantle and then we found Exceptional Fire! The customer service was awesome. The color was true to samples and we ordered ours with the Bluetooth speakers and the sounds is good and they were easy to connect!!! Highly recommend!

George B.

I recently purchased fireplace doors from Exceptional Fire, and overall, I’m very happy with the product. The doors are well-crafted, and the design complements our living room perfectly. The installation was straightforward, and the customer service team was responsive and helpful throughout the process.
However, the only reason I’m giving 4 stars instead of 5 is because the delivery took a bit longer than expected, and the packaging had a small tear, although the doors were thankfully undamaged.