I had several questions when trying to place an order for a pass through fireplace. I used the LiveChat at the bottom of my screen and Ernesto was extremely helpful. I needed to order a part that Fireplace Deals offered but was not on their website. Ernesto was able to get the item on their website so that I was able to order with the rest of my order so that I was sure not to miss out discount on that item. Ernesto was great working with for we were working together to get this order completes for over an hour but that was because I kept get pulled away and had to be approved for our tax exemption. Ordering the fireplace was a GREAT EXPERIENCE. We are still waiting for the fireplace to arrive.