Glen Dimplex Americas

Had an incident at my house. A friend stopped by, was playing with my kids, chasing them around. He slipped and fell into our 50" Dimplex Electric Fireplace, shattering the front glass. Thankfully no one was injured. The unit was from 2015 and discontinued. Couldn't find a replacement part anywhere. I contacted Dimplex directly and was told they had 2/3 replacement parts left in stock at a cost of $970 CAD plus shipping. They recommended I speak with some local dealers as they might be able to offer a better price. No luck. I called Dimplex back, weeks later. I pled my case to the customer service agent who then spoke to the manager. The manager came back and said as a one time courtesy they would send me the unit for free! I was and am still blown away by their kindness. Honestly, I was in shock. Hats off to you Dimplex. In these current times things are hard and this was a ray of light that I didn't see coming. Thank you so much!
Mar 19th, 2023

I bought a house with Dimplex baseboard heaters. The programmable thermostat is clunky and very user un-friendly. However, they had a great app to control them (Connex) and that made it a great system and easy to control from the phone. Now the app has been discontinued, leaving me with a thermostat that seems like it was designed in 1993. It was a terrible decision to do away with the app - you threw away a solution that made your product great, and left us with a third-rate product.
Feb 26th, 2023

took 2 months to receive an undamaged unit and on installation discovered a faulty wiring harness. Again a two month wait for the part to be delivered. Now it has been almost three weeks waiting for the part to be installed. Would not recommend anyone purchase their products. Terrible customer service.
Feb 20th, 2023

Requested call back for a baseboard heater thats not working. Didnt receive call back. Tried holding, and still on hold for 38min and counting. Is this a part time department? How many calls can they possibly get a day about heaters? Update: They picked up around 58mins. They service all of N.A and this is a very busy time. I guess it is what is. They were helpful. Stars reduced for a loooong wait.
Dec 12th, 2022

(Translated by Google) I bought 4 radiators and a thermostat for my chalet, they promised me that I could control everything on my cell phone, 2 weeks after installation nothing works as promised, very dissatisfied. (Original) J'ai achet 4 radiateurs et un thermostat pour mon chlet, ont m'avais promis que je pourrais contrl le tout sur mon cellulaire, 2 semaines aprs l'installation rien ne fonctionne comme promis, trs insatisfait.
Oct 24th, 2022