Customer ReviewsforFireplace Company

At the store, the customer service was good and the products in the showroom were nice, ******* was friendly and provided alot of information on the products and gave us brochures to take with on the special-order product options. For those of you who have been inquiring and looking for special order doors know that this is a hefty investment to make. once you decide you want your product to be as seamless as they say it will be. After evaluation of my 3 fireplaces i decided to do 1 to see the final product. The door itself looks good but it is no where near a seamless fit. i am very dissatisfied with the all but seamless look that i was assured. - the fireplace frame does NOT fit snug against the brick, the tech added some sort of FOAM to try to minimize the gap on the left side. it looks obvious and unacceptable - the doors are not in sync and are uneven which can be seen from all angles - the screen was the wrong size after contacting them and sending pictures they agree to replace the screens and tightened the doors only, if the door could be corrected why was it not done. when they come back with the correct screen size. No solution for the actual door not fitting correctly after they came out to measure prior to me purchasing the door.

When we visited The Fireplace Company, we were relieved to find stone looking products that we liked. They didn't have hearth stones in store, so we were advised to go to the manufacturers site to find the coordinating products we wanted. We provided The Fireplace Company with the items to order and the dimensions of what we needed. Most communications were via email because they did not answer the phone, even during business hours. I was shocked that I had to purchase a box of corners ($196) when we needed two corners. I also had to pay $285 to ship the materials to The Fireplace Company and not even our home - so we had to still go there to pick up the stone. We realized we had twice as much materials than we needed. I figured we wouldn't be able to return partially opened boxes, and tried to return an unopened box. One of the sales people were willing to work with us and then the owner came out and told us they have minimums to order and can't return anything and would not refund us any money. I pushed back saying that they were not honest about the minimums as it equaled twice as much as we needed and that there was no mention during our communications or on their quote or receipt of minimums and no returns. The owner did not care to try and help make things right or admit that she hadn't been completely open about the situation. She walked away instead of continuing the conversation and offering a solution that was customer focused. We spent 2x as much on our project than we needed to (a $700 difference) and I feel very misled and taken advantage of. It's disappointing because we were hoping to find a company to service our fireplace. I would not give them business. If you choose to do business with them, ask specific questions and ensure that you know what you are paying for, even if it's more than you need. My husband and I would have made a different decision if we knew we were paying twice as much as we needed to. We will not be returning to this business.