This was the WORST business experience I have ever had. If you value your home's safety, do not call Enchanted. The timeline of their negligence: Jan 15th Appointment: The technician replaced our thermostat and told us our 20-year-old stove likely had two more winters left. However, as soon as he lit the stove after the install, it began exhibiting smoke blowback. He told us it was "not a huge concern" and left. Current Issues: Since that "repair," the stove will not stay lit and requires constant resets. We are fully aware the unit is old, but we expected professional service to keep it running safely as promised. Dangerous Advice: When I called on Jan 30th to report the worsening smoke, "Tina" told me to wrap the piping in aluminum heat tape. My research confirmed this is unsafe and NOT a recommended fix for pellet stove piping. Zero Follow-Through: I was promised a callback on Feb 2nd. It never happened. I had to call repeatedly on Feb 6th and 10th to get any response. Hostility: During a 13-minute call on Feb 10th, Tina was aggressive and dismissive. When I told her the stove wasn't depositing ash and required constant resets, she literally asked, "Well, what do you want me to do?" The "Disappearing" Appointment: I paid a $100 deposit for a Feb 20th appointment (8 AM - 9 AM). When I called at 10:16 AM today to see where the tech was, Tina claimed there were "no notes" for our residence and blamed a "system update"--despite having already taken my money. This company is highly unprofessional and dismissive of fire hazards. I am currently waiting 3-5 days for my refund and will be filing a formal complaint with the BBB. Save yourself the headache and the risk--go elsewhere. read more

We have had a great experience with Enchanted Fireside. We purchased a gas insert fireplace system from them in 2020. They did a great job with the installation, coordinating with our plumber for the new gas pipework. Since then they have serviced the unit twice, and it continues to run great. They are always professional and courteous. We highly recommend them. read more

We purchased our stove here 15 years ago. We have had good luck with the stove. We have used Enchanted Fireside to service our stove every year. Last year (of the year before) my wife and I went into the store and a nice guy talked us through installing an igniter. We bought it in the store and installed it and it's worked for a little over a year. We had a guy come out to fix our stove. He replaced that new igniter and didn't repair the problem. We called into the store the day after. Woman in the store called us back with an attitude. Told me there was no record of us buying the igniter. Why would I lie about that? Then she told me the guy can't come back for three weeks. He cleaned the stove for a few hundred. Didn't notice the problem. Came back and didn't fix the problem. And now he sent come back for 3 weeks? Of course they did charge us for the new igniter! Very disappointing! read more

Do not do business with Enchanted Fireside. They are the worst. The customer service is horrible. We have spent so much money at this business and they could care less about taking care of loyal customers. If I could change I would. But they have you over a barrel. You have to buy a stove from them to have them service it. And when they service it, it sucks and is pricey and my stove still doesn't run efficiently. If I could give no stars. I would. They suck. read more

Bought out gas fireplace from Enchanted Fireside many years ago for our large great room. Heats up our great room quickly so we don't have to raise the heat in our first floor as high. Love the look of it too. Needed new remote and they ordered part, communicated well and technician came out and replaced part. Still love our fp many years later and would go back to Enchanted Fireside again read more

We had a terrific experience at enchanted. Norman was our sales rep. He was knowledgable and informative. He answered all questions confidently. We got our insert as ordered as promised. Timing was impeccable. Phone support for scheduling was spot on. Two different install teams were amazing. Very pleased. read more

Enchanted Fireside - Our new insert - Fireplace Services Near Me - Worcester, Massachusetts

If I could have given them -4 stars I would have! Called them for service on a pellet that the igniter stopped working so the stove didn't work. This is a 30 minute repair, tops to replace the part. BTW the stove etc was bought and installed by them. The response I received was that someone could be out to take a look at it in 3-4 weeks. When I explained again that the stove was inoperable they offered to have someone call me to "diagnose" the problem... which I already knew what the issue was. Three days later I received a call back! I called Royal Fireside in Mendon after my initial call with EF... they had a service tech at my house within 3 hours and the stove was repaired the next day (had to order the part, which was shipped over-night) I'll never go back to Enchanted again for anything now that I've found Royal Fireside! read more

So we called them and they said they were not taking any new customers and we asked for repairs or sales and they said both. I guess they are so wealthy that they don't need new customers. we have a gas insert that needs repair and are looking for another stove for the new chimney we put in. asked for recommendations on who to call and they said look on the internet. we cant help you. so sad will make sure I let everyone know that they don't like to make money and are rude. read more

Went here to get a pellet stove insert for our fireplace. We are very happy with the finished product. Couldn't go 5 stars on this review, because there was a significant amount of miscommunication and extra hoops we had to go through to get the job finished. 1. We were told we could have the insert installed first, then when we went back to talk about design, they acted like we did it out of order, which we clearly did. (Always design and install at the same time!) 2. We were told we would have to order the hearth from a separate company before we could talk about design, and when we went back, they asked us why we didn't order it through them. 3. We were told they had all the measurements they needed for the design, but when it came time to talk about it, more measurements had to be taken. 4. It felt like we were spinning our wheels during multiple points in this project. Now, this might seem like a headache worth taking off a few more stars, but it wasn't. We are very happy with the finished product. We are super cozy and warm and we've had multiple compliments on how nice it looks. The installer, Mike Henning, was incredibly helpful, friendly, and great to chat with while he put it all together. He didn't seem bothered at all by the amount of work it took to put it all in. This stuff is HEAVY! Would I recommend Enchanted Fireside? Yes, but just make sure you have a clear picture of what you want before you go in. read more

Enchanted Fireside - Before and after. The lines on the "after" stone were easily brushed off with a nylon brush. - Fireplace Services Near Me - Worcester, Massachusetts

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I purchased a gas log system from them less than a year ago. Beginning of season and the unit will not work. Called them twice in the last week and both times was told they would get back to me. Still have not heard anything from them. read more

One star which is one half too many. Bought a $3,000 wood stove from them a few years ago so am on their email list. I receive emails on a regular basis to have my chimney cleaned....so I called on 5/3/19 to set an appointment for cleaning. Was told they would call back later in the day to set appt. They called back on 5/6/19 and had already booked all but one day in May and June. Since I was on the one open day (6/27) I am now looking for a more reliable company to deal with. read more

When we decided to look into a pellet stove to lower the cost of heating for the winter, my first choice was Enchanted Fireside. We had very good luck with them at my old house in Millbury when we bought our 2 gas fireplaces so knew we would have no problems with them this time. We talked to one of the owners of the business, Karen, and we decided on a very pretty pellet stove. They gauged which size and we chose a different finish. We signed contracts and was told in detail what we purchased and how much everything was individually. It went extremely well. We had them come out to do a hearth check to determine the correct area that would be acceptable code wise, what we would need for piping was determined also and we were happy with the chosen place in our home. So far so good. Enchanted Fireside called us to set up the installation time and it was decided on early September would be the time. About a week before, we got a call from them saying there was a death in the family of the installer and it would be set up for the beginning of October . Very understandable and very doable. We got another call from them asking us to change the installation again. I told them I couldn't do it at the time they suggested and so they kept it at the original one. Ok.... We then got another phone call from them 5 days before installation to verify the time and place. All was going well. At the end of the conversation, the caller said to me.."Oh and btw, just a reminder that you must pay the installer $575 for the installation that day." Honest to God...that was the FIRST time we heard of any installation fees. We thought we had paid that with the stove. No other time did we hear about it. THAT was the disappointing part of dealing with Enchanted Fireside. If they had told us from the get-go a ball park figure, I'm sure it wouldn't have been so bad. We could have saved up and not been such a shocker on the fee amount. Why didn't they tell us how much it would be when they called to set up the installation??? I don't know many people who have almost $600 laying around to give out in 5 days . Bad way of business. Btw...we did NOT have them install our stove. We cancelled it when we heard how much and my daughter-in-law's Dad came out and installed it for us. I would have given them 4 stars, but this was way too wrong for that. 3 is as much as I can go. read more

We originally put a $2500 deposit on a pellet stove on 10/2/21. They came out to inspect our chimney on 10/8. Received an email from them on 10/20 saying they could not do the install. Pointed out to them where their installer was incorrect on his assessment. They agreed to send another person out, did not receive another call until 10/26 indicating they would be out on 11/1. They were supposed to be here by 4 PM. No one showed. Got a call @ 4:55 PM indicating they could not make it that day. Indicated my displeasure, and the person I was speaking to actually LAUGHED at me. Waiting to hear back from the owners. If this is the way they do business I have zero interest in dealing with this company. read more

Excellent customer service. Professional and courteous, highly recommended. We purchased our pellet stove here over 10 years ago and can say that we have had excellent maintenance and repair service. read more

We had our pellet stove serviced recently and we were so pleased with the outcome in the service. The stove wasn't working to it's potential this past winter, Enchanted Fireside stood by the product and quality of their stoves. They guided us in what we needed to rectify the broken piece. Jason is very knowledgeable with maintenance and the repairs, we're lucky he found the issue. We look forward in using our stove this coming winter. read more

I ended up having a great experience, Rocco was great in the showroom. Then installation was scheduled and John from Shrewsbury showed up, looked at how much work was involved and said "No way I'm doing this" and left...what?? I know, but it was a blessing in disguise. The next day MIKE HENNING from Nashua came and he was amazing!!!! Make sure you request him specifically. The nicest contractor I have ever dealt with. He did a great job and went out of his way to put up trim on the side for a finished look and stained wood around bottom since I am not ready to replace the carpet right now. I also have to mention the plumber (Mike Papierski) and the electrician (Bill Demaria). They both returned my phone calls within 24 hours and were so nice and accommodating. read more

My husband and I visited Enchanted Fireside to purchase a Quadra-Fire stove. We love our stove! It's exactly what we wanted and the installers from Enchanted Fireside did a great job; however, their customer service is terrible! If I would have known that I would be dealing with some seriously bad customer service for the life of my stove, I would have purchased it elsewhere. I'm seriously considering finding other certified pellet stove serviceman but just scared to do so. Rachel from Enchanted Fireside must be the rudest person I have ever encountered. I called on Monday and reported a problem with my stove, her exact words were, "It may be awhile before, oh, I can actually have someone come out tomorrow between 12:30-2PM." Me: "Great, thanks!" It's Tuesday @ 2PM when I call and ask about the technician when the rep tells me we are not on the schedule. I explained that I was at work when I scheduled the appointment with Rachel who said "tomorrow between 12:30 and 2PM." I immediately put it on my calendar and cancelled some afternoon meetings to make sure I was home. She proceeded to tell me that Rachel could take care of it and let me tell you, it took everything in my power not to sever the relationship with Enchanted Fireside. Rachel proceeded to tell me that she never said tomorrow and that it was my fault for misunderstanding her. I told her that I know what tomorrow means and I wouldn't have immediately cancelled meetings if I heard "next Tuesday." When I asked her why she didn't apologize for the mix up she said that I should be apologizing to her ... yes, you heard right, she wanted a customer to apologize to her because she mistakenly said tomorrow. Someone named Karen or Ashley called me right back and apologized for Rachel's behavior. She said she heard a little of the conversation and just wanted to get back to me and apologize. I said thank you but what's done is done. If you do business with this company, just know you may be stuck with Rachel and may end up hating the fact that you have to call them again in a few months to schedule another appointment. read more

Our situation was very unique having bought a home with an existing gas fireplace that needed to be removed and replaced. Karen and Rocco (the owners of Enchanted) and Albert (our customer service rep) were incredibly helpful throughout the entire process. The product selection at Enchanted was much larger than other shops and the showroom is very well designed so you are able to browse and see many options before you choose a stove to purchase. I have recommended Enchanted to other friends and look forward to working with them on installing a wood burning stove next season! read more

Installers just left my beautiful stove. I'm very pleased with the salesperson and installing. Everyone was pleasant and helpful. Can't wait to have our first fire! read more

Bottom line: Knowledgeable & professional, with competitive pricing. We purchased a Quadra-Fire Voyageur Grand wood insert in July 2014. The entire experience at Enchanted Fireside, from selecting the insert, to figuring out a trim solution that would work with our over-sized fireplace opening, to the installation, was EXTREMELY good. We shopped around at 3 different Metrowest woodstove stores, and the expertise and pricing at Enchanted Fireside made for an easy decision. Highly recommended! read more

I have been in touch with this company no less than 20 times over the past three weeks. They don't remember who you are, are very SLOW to respond, and I still have no resolution to a warranty issue. Nice showroom, poor customer service. read more

If you personally did buy your stove from them they will not service it. I bought a used stove which the owner bought from them and was told they would not service it since I did not buy it from them. read more

I have never experienced any of the issues regarding customer service or rudeness reflected in the other reviews. Clearly a family run business, but they have been responsive and came when they said they would. Bought glass fireplace doors and gas logs for a gas fireplace from them. Pricing was as quoted and service and delivery were as expected. Selection of gas logs could be larger, but otherwise, no issues. I would shop here again for future needs. read more

SO RUDE! I just called to ask about having my fireplace looked at because I just bought a house and I knew there was a few things wrong with it. The lady on the phone was SO rude to me I couldn't believe it. She got very annoyed when I didn't know exactly what was wrong with it, was sort of mocking me, and making me feel like an idiot! Then she tells me it would be a very long time before they could look at it because they are "holding all spots for current customers." Honestly If i could have left the stars blank I would have as it didn't even deserve one. read more

Absolute worst experience dealing with this business and if you are reading this because you are thinking about purchasing a stove here, DON'T. Save your self the money, time and frustration and go elsewhere. When we went into the store, the staff was super friendly (obviously they want your money) and showed us what stoves they had available. We chose a stove and had them come out to see where and how it would fit in our house. Here is where the problems begin - they told us in order to have a stove we would need to put a pipe up the outside of our house all the way to the roof due to the distance between the windows not meeting requirements, so we wanted to think about it because 1.) it's a lot more money and 2.) changes the appearance of the house on the outside. Once we thought about it, we realized we would be okay with that if we put it in a different room so the pipe would be less visible. Agreeing to have the pipe go up to the roof added an additional $500+ to our total which we did not intend to spend but figured the efficiency of the stove would be worth it. A coworker of ours heard about this situation and showed us his stove that was much closer to the windows than ours would have been and stated that there is something called a "direct power vent" meaning the stove can pretty much go anywhere. We were frustrated because why wouldn't they mention this to us before as an option when they knew we were not happy about the pipe going up to the roof. I'll tell you why, it's less money for them. We emailed our sales rep about the vent and he said "well yes that is an option but not for that stove, you can come in and look at others" we would have appreciated that being told to us before we had to mention it and make it an option. After realizing the pipe would be the quickest, and easier option (so we thought) we went ahead with the piping. They set up the installation time which had to be cancelled due to weather and pushed it out a week. A week went by and guess what !! They cancelled AGAIN. Mind you, having to keep taking off work is not convenient whatsoever but we dealt with it. When the installer was finally able to come, he said "the pipe doesn't have to go all the way up to the roof, it only has to go up about x amount of feet, plus even if it did have to go up to the roof, they didn't give me the correct piping to do so today" So to make sure you are still clear on what this means, we paid for $535 of piping that we did not really need. It's a positive we didn't need it but it's ridiculous we had to purchase it to begin with. Enchanted fireside set up a time 3 days later for them to come and finish setting it up (they left both sides open exposing all the wires and internal components) and to show us how to use it. We just got a puppy who curiously kept finding his way into the stove. This is now the 4th day we have told work we needed off, the NIGHT before, they called to confirmed and asked if the building inspector had come yet. The building inspector? No one ever told us he had to come before the finishing of the set up, and assumed he would come after. It had only been 3 days and the inspectors schedule is always booked far in advance. BOOM CANCELLED AGAIN! Had to call the building inspector who thankfully was super helpful and squeezed us in for the next day. He was there for all of 5 minutes to tell us everything looked great. Now because they cancelled, we had to push it out another week because that was all they had available. I asked if they had anything sooner to prevent our puppy for causing any damage to the exposed stove and the owner told me "no but can't you put a box around the stove or the puppy in a box?" Yes, the owner said that. A week goes by, another day off of work, and we get a phone call the morning of saying the guy coming to finish the set up and get it running has the flu and can't make it. We asked if there was anyone else and they said he was the only one trained in the brand stove we purchased. We are beyond done at this point and would rather figure it out ourselves considering it felt like it would be summer time before it was up and running. To our surprise, they came the next day and after almost a two month process our stove is up and running. Once they have your money, they could careless about the rest of the process which is most important. After reading this, if you are still considering going here, all I will say is good luck, and I told you so. read more