My husband and I went in to look at electric fireplaces in January 2025. We knew nothing, so naturally, we had a lot of questions. The first time, we spoke with a Heather, who was one of the owners. She was polite and promptly emailed us a quote. We asked if they offered a military discount and she said no because said they had a very small profit margin. The only discount they offer is 35.00 off if you pay cash. My husband went away on business and when he returned, we went to look again and had a few more questions. We enquired about their return policy because in the event it didn't fit, we'd want to exchange it. She said they did not allow returns because it could be possible that we would damage the product. The person who helped us was the owners daughter and very nice, but didn't know her products and asked us to come back the following day to speak with her dad who was the father. My husband went back the next day to purchase the electric fireplace and ask the final questions just to be sure we had the right size, etc. Also, asked about returns and he also said no. So strange - don't they back up their products? Finally, the owner says to my husband, "my margin is very small and I've already given you more then enough time". Of course my husband left and did not buy the fireplace. Who in their right mind would after that comment? After reading all of their reviews, my review is no different. They have no idea what customer service means and definitely not patriotic to offer some small discount as a courtesy. And, what's interesting is these type of people can never find fault in themselves or take constructive criticism. Hope they go out of business. On a side note, ALL and I mean ALL electric fireplaces are made in China regardless if they have a manufacture site in the US. The owner of this store said it and so did the employee at Rich's. What does this mean? Hard to return, hard to repair, etc.. read more

Down Right Cozy just finished a fireplace remodel for us. My wife and I could not be more pleased. Scott and Heather were great in working thru all of the details of our project. All of the team were amazing. Trevor and Andrew built a frame and mantel for our fireplace. Soundview electric hard wired it and Mo handled the sheetrock. They were all fantastic and made it look liked our fireplace belonged here from the beginning. One stop shop. Thanks all, we love it! read more

Down Right Cozy - Electric fireplace with mantel - Appliances Near Me - University Place, Washington

If I could give this place zero stars I would. The owner is extremely belligerent and rude like I've never experienced. Despite spending $10,000.00 for a fireplace, they would not correct the error THEY MADE in the gas line unless I paid them an additional amount of money. When this was questioned, the owner proceeded to call my husband derogatory names and kept sending repeated rude texts. There is something seriously wrong with this guy. Not sure how he's still in business. Bottom Line: avoid at all costs. read more

Avoid this Company. They installed my fireplace, but screwed up the gas line and refused to correct it unless I paid them $800. They are dishonest and make promises they do not keep. The owner Scott has a horrible temper and treats his customers really poorly. I would have given them negative stars if I could. Do yourself a favor and find another vendor, because these people are anything but Down Right Cozy. read more

Wish I could give these guys 0 stars. Spent $4k on a gas insert and I ended up with two extra pieces of venting. When I returned the venting I was given less than I paid for it and when questioned about the pricing, the owner of the store became extremely belligerent. I would advise anybody who is looking for any service they offer, to go somewhere else. Not exactly sure how they are still in business. read more

We bought a VERY expensive grill from DRC ..they were great during the sale process (which I'd expect since we dropped $10k on a BBQ). Then a year later when it needed warranty work, they were rude, non-responsive, and tried to ghost us. We finally called the manufacturer, who required them to service the grill on our behalf. DRC tried to charge us in advance for warranty parts (again, the manuf had to get involved), and for travel, and for the labor to install...all of which should have been covered. We finally got it fixed, but it was a major headache, and they were a nightmare throughout the whole process. I'd never buy a grill (or anything else) from them again! read more

This is our 3rd fireplace with downright cozy!!! (check below this review for our previous home's fireplace - it was traditional) Trevor and his assistant did a great job once again, the rain even stopped to let them cut through the roof for the fireplace exit/exhaust! Once again, thank you Downright cozy for another great installation!!! read more

Down Right Cozy - Just got a new contemporary style media console to match my new fireplace facade :) - Appliances Near Me - University Place, Washington

I purchased an outdoor fireplace about a year ago. After opening it back up for the fall I realized that the flame would go out after running for about 5 minutes. I emailed and Heather responded with their technician Trevor. I spoke with Trevor and he took the time to walk me through a few troubleshooting ideas. He was able to get me back up and running again. I appreciate the time both Heather and Trevor took with me. read more

Extremely unprofessional and angry person running this store. He is phasing out of a bike business into fireplaces but I would stay far, far away from any type of business with this owner. He used foul language with us when approached about any type of discount and lied about what we were purchasing/receiving. We were lucky and so glad to have kept our cash in our pocket. Seems like a business that will not remain. read more

If being verbally abused is your idea of a good customer service experience, this place is for you.

They installed my fireplace, along with my neighbors fireplace several years ago, but left the frequencies on both fireplaces the same. Whenever my neighbor turns on his fireplace, mine turns on as well. Sometimes, I can't turn mine off without asking them to turn there's off. This is a huge pain in the butt, and in my view a safety hazard. I called the company and the person who answered the phone was incredibly rude, insulting, condescending, and started shouting at me when I told him that he was being condescending. Do not work with this company. Find someone else. Even if it cost you more money, they're not worth it. read more

I just tried getting some help with a wall heater and the guy I spoke with so rude!! I would never purchase anything from them and I'm in need of a new heater! I'm reading other reviews as I write this and it's clear I'm not the only one who has had problems with this business. I will go elsewhere for sure and I highly recommend you all do the same. I don't want to even give a star! read more

Soooo pleased with our new fire place and remote control. I couldn't wait to send a photo to YELP to show the finished product! read more

Down Right Cozy - Appliances Near Me - University Place, Washington

I really was disappointed with the service!!! I called and talked to Heather about getting a new door for the fireplace gave her the dimensions she was pleasant enough and took the information. She said she would call me back in a few days. I waited a week no communication. So I called the next week and said I didn't hear back the man on the phone said it was a very busy time and said it takes time to get company's to call them back. I said that was fine and mentioned that I would have liked a phone call or a text to let me know that they were still working on it. He threatening me on the phone saying that if he heard anymore Barb's about not calling back I should go somewhere else. Unbelievably poor attitude I would suggest everyone should go someplace else. read more

DO NOT USE!! I called Down Right Cozy because the glass on my glass fireplace was getting black and dirty. After several calls to them they finally returned my call. They service technician (Trevor) came and serviced the fireplace. He was very nice. I told him my mothers was doing the same thing and he drilled some holes so it would get more air to the box. He told me mine just looked dirty and this should take care of it. If it did it again give them a call. I talked with Trevor in November and told him it was still a problem. He told me they where very busy right now could I call back in December. In the meantime he suggested i could clean the glasss. I called back in December and January and was given the same excuse and told to call back. In Feburary i spoke with Trevor and Scott who told me that Heather would call me back. I never heard from her. I continued to call and still no reply. i called again on March 22 and Scott told me he would personally talk Heather and have her call me right away. I finally decided to email her. To my surprise she emailed me and told me that there is nothing they could do and suggested a new fireplace.. Not what I expected!! The customer service, communication and followup at this place is terrible. Be careful and based off of my experience I could not recommend them ever!! read more

We called around looking to have a technician come out and check out a few issues we've had with our gas fireplace. 2.5 hours late the technician arrived, and really the only thing pleasant about this experience. He was very nice, knowledgeable and helpful. THEN I get handed a $272 bill for all of 25 min of looking at my gas fireplace. 4 days later, I get a ridiculous quote for putting a glass face on for $1500+. After 2 emails to Heather (the owner) for our insert measurements the tech took, with zero response, we've moved on... read more

We stopped by this company and spoke with Heather as our 1994 fireplace won't come on. She told us we would have to tear down all the brick surrounding the fireplace before we could put in a new one. We told her we would prefer to have the existing fireplace serviced and a new face put on. She asked that we send pictures and measurements, which I did. I never heard back from her, so I called and spoke to a man. He asked that I send a picture of where the pilot light is so he could see what brand it is, which I did as we were speaking. He said he would have to see if he could get parts and get back to me. As I never heard back from either of them, I sent an email asking what's up. No responses, so I am assuming they don't want to mess with us. We have not been rude or demanding, just want to get our fireplace up and running. read more

If I could give 0 stars I would! Our fireplace pilot light was not staying lit so we called this company to come take a look at the problem. Their technician came out, took the fireplace apart, tested the pilot light and diagnosed that the thermocouple wire was bad and needed to be replaced. This diagnostic visit cost us $164.25. He explained that replacing the wire would cost $217.71. We gave him the go ahead. He came back about a week alter to replace the thermocouple wire. After the thermocouple wire had been replaced, the pilot light still wouldn't stay lit. He fiddled with the fireplace for another half hour and then announced that the problem wasn't the thermocouple wire at all but that the main control valve was stuck. He banged on the control box a few times with a hammer and then explained we would need to replace the box entirely at a cost of over $400. We asked him if we would get any credit for the thermocouple we had already paid for since it was their mistake in incorrectly diagnosing the problem. At that point, we were going to purchase a new fireplace altogether and were hoping the money we had already spent could go towards that purchase. He told me I would have to call the office. We did call the office on several occasions and were told that we would just have to pay for the new box or the new fireplace and no credit would be possible for the money we had already spent based on THEIR bad diagnosis. This company has no concept of accepting responsibility for it's own mistakes or of good customer service. We are not the fireplace experts, they are SUPPOSED to be and we depended on them to correctly diagnose the problem. They made a WRONG diagnosis and now we are paying for it. We should not be penalized for their mistake and lack of knowledge. We did not have a working fireplace last winter and here we are again, 1 year later, still no working fireplace and we're out almost $400 thanks to Down Right Cozy's mistake. We tell all our friends and family to stay away from them and will continue to do so. Marketing 101 will tell you that a dissatisfied customer will tell 20 people on average compared to only 4-6 people for a satisfied customer. We know a LOT more than 20 people. Perhaps Down Right Cozy management should take a Marketing class! Dishonest company, bad service!! read more

We had purchased a $3,000+ Napoleon wood stove from a Spanaway authorized dealer in November 2011. When we experienced difficulty with the unit (fan not working) almost a year later, but under warranty, we called that dealer and they were out of business. We called the factory and they advised us to contact one of two local Napoleon dealers (Puyallup and Tacoma). When we spoke to Down Right Cozy in Tacoma they offered moderate help (said they would contact the factory on our behalf but we would likely have to pay for the fan and perhaps get reimbursed). The representative said Down Right would charge $400 for a service call to look at the stove, regardless of warranty coverage. We called back and left a message with the serial number and model number and waited for a response about whether the factory would ship us a new fan (we would have to install), but no return call from Down Right. We handled the situation ourselves without a $400 outrageous service call and Down Right lost the business on a fireplace insert. My advice - don't buy a Napoleon stove due to warranty issues and certainly avoid Down Right Cozy. BTW, we filed an online service report with Napoleon and they never responded. JB Smith Ashford WA read more

We called this company to service our gas fireplace that was not working. They did a super job and had a very reasonable price. They were on time for their appointment, very tidy, informative, quick, and very professional. Our gas fireplace company had apparently gone out of business, but they found universal parts (already prepared on their service truck) to get it up and running. They also took the time to teach us how to use it and did a thorough job of cleaning it all up. Works great now. Thanks! We will call again if we need you. Highly recommend. read more

Scott does some awesome custom work. I have had him to 3 installs (fireplace) in 3 different homes and each time has been better than the last. His custom work in second to none. If your looking for an updated unit or a fresh install then you should be giving Down Right Cozy a call, you won't be disappointed. read more

We had been shopping for a new fireplace insert for quite awhile, as we were remodeling our entire downstairs. Finally found one here as their staff was very knowledgeable and friendly. They have a great showroom, which really helped us to decide. Scott the owner, is who mainly ended up answering all of our many questions, and providing us with a ton of ideas and help. He gave us a very fair price, and was able to have our unit ordered and installed within a 8 days of our visit! My wife and I are very happy and impressed with our install and insert (Napoleon), and highly recommend this Downright Cozy, little place! read more

We had a horrible experience. Back in November 2017 on a Saturday, we went there shopping for a woodstove. The sales guy was rude from the start in his approach to us but we ignored it at first and proceeded asking about the stoves and what we were looking for. He couldn't answer any questions but would grab a pamphlet and tell us all you need to know was in there. I don't know if he was new or what but when we pressed for more info he became belligerent and said this is what they had and couldn't (or wouldn't) even give us prices! He made an accusation we weren't there to buy and then we said we were leaving, he said "That's a good idea". Unbelievable! read more

I would give this place ZERO stars if I could. After waiting on a service call to have someone look at our fireplace, we had a nice guy come out on 11/11. We got "lucky" and it wasn't anything major and ended up paying mostly for the service call. The most expensive btw, than any other company, but we wanted to use a local small business. Had the fireplace on that day for a short amount of time, again had it on about 20 minutes on 11/12 and the last time we had it on for 30 minutes on 11/16. That was the last time because the tempered glass exploded across the family room not injuring my 13 year old, who was warming up next to it after a cold wet soccer game, thank goodness. We called on 11/17 and spoke to the owner, Scott, for the first and only time. We never once blamed him or his technician, but was concerned why and how this could happen. Scott wasn't a big help with calming our nerves and said, " I guess you'll need a new glass window now. " Yes, we do and new carpet since two feet from the big open hole in the wall, is burned carpet from the tempered glass. After being told he would call us back, we waited and waited and waited. My husband called several times, with no answer from anyone at the store, until 5 days later when the nice technician came out to measure the hole on 11/21, telling us again, he'd call us on Monday or Tuesday with a price of the glass. Today is Monday 12/7 and we have yet to hear from Down Right Cozy. We never asked for a free glass replacement, we never were rude and we never blamed them. As a business owner myself, you just don't treat customers this way. Worst customer service EVER! I would never recommend this business on their Down Right Rotten customer service. read more

Heather was great in helping us get what we needed, especially since we ordered a custom front for our fireplace. The installers were great as well in making sure things fit and worked properly. I would highly recommend Down Right Cozy to others! read more

We needed an insert for our rental property. My Parents had bought from Down Right Cozy and highly recommended them. We worked with Heather, and she was wonderful to deal with. She really knew her stuff. We paid about $3500 for a new insert installed, that was a little bit cheaper than the place down the road. Install Crew was amazing and Trevor is really a funny and nice guy. Good jobs guys. read more

We love Down Right Cozy and our new gas insert! It heats even better than expected. I can sit and watch my fire for hours. The staff was great in helping me pick out a great one and installers were clean & courteous. I even got a rebate back from the gas company. Can't beat that. Thanks again Down Right Cozy. I highly recommend them if you're looking for a new fireplace. read more

Great establishment the owner was very knowledgeable helped me out with all my issues that my fireplace was experiencing. Got it all fixed up so I can sell my home. They got a really nice show room as well:) read more

Well all I have to say is Heather was right on it...asked the right questions and came up with an immediate solution to our problem. When we addressed the same issue to the manufacturer, we got no where. I highly recommend Down Right Cozy to handle your fireplace needs! read more

This place is awful. We called around looking for a replacement heater and were quoted an average of $2,500, which we declined. Called the manufacturer, who referred us to Down Right Cozy. We called them and was told it would be about $1,700 for the whole thing. We thought it was the best deal in town so agreed to the replacement. They came and replaced the heater, but when the heater turns on, it turns on and off first about 10 times before it actually locks into being on. When the temperature is warm enough in the house, instead of staying off, it just turns on and off every 2 seconds until I have to just turn it off. Apparently, it was doing the same thing when they installed, but they told us it was just because the heater hadn't "warmed up yet". It's been several weeks now, I'm sure the heater is warmed up. Checked our receipt and they charged us $2,700! This is not what we agreed on. We called back to talk to someone about the heater not working properly and the overcharge, but no one answered. We left a message, called back the next day, left a message, called back the next day, left a message...no response. Finally threatened to call the bank and dispute the charge and got a call back. She said there was a "miscommunication" on the price. HOW?! A $1,000 miscommunication?? Would never use them again, and judging from other reviews, I'd say you shouldn't either. read more