Everyone one was super knowledgeable. The product is great. The installation person was also very knowledgeable.

Added a gas bar and rocks to our fire place . Staff was grand explained the process and offered a reasonable install price of $150. The installer was even better. I would have put more gravel, but that's easy for me to do read more

We should have read the other reviews for this business. We generally give a business the benefit of the doubt and consider the dates of other reviews, but apparently nothing has changed. My husband went to them for information and advice which may have led to a purchase, but after his encounter with the sales person there, left in disgust that a small business can be so rude and unprofessional. Research further, try anyone but this place. You will be glad you did. read more

Experience could not have been better. Very friendly, knowledgeable. Guided us through pros and cons of various options. Price was good. Asked about bad reviews. Man who helped us said those were related to a specific previous employee. We were very happy and will use this business again! Thanks for your help, Jimmy! read more

Simply one of the rudest staff I've experienced in recent retail visits. I came to spend a fair amount of money but after waiting for nearly 25 minutes (it's a small store), the one sales person barked "I'm with someone". After finally getting someone to answer a few of my questions, this sales genius literally turned on his heel and walked away from me immediately after giving me yet another discourteous response. I left almost laughing. Made a major purchase for fireplace components at Yard Art and Fireplaces on Preston near Parker in Plano. Very nice staff, much more inventory than Fireplace & Grill Outlet, and vastly more courteous treatment for customers. I'd avoid this place like the plague. If there was a negative star rating, I'd use that. Neil Reid Dallas, TX. read more

Fireplace & Grill Factory Outlet had the most knowledgeable salesperson I have ever dealt with -- in any field! Jimmy King took his time to help me know all my options. I'd been thinking I'd have to move my fireplace to get a central TV that wasn't too high (my old wood mantle was 52" tall!), but he suggested changing to a stone mantle which could be much lower because it isn't combustible. That was a solution I hadn't even thought of, and would save me thousands of dollars. When I said I wasn't happy that my gas logs weren't putting any heat into the room, he said they were probably concrete with a solid front log, and showed me some which were ceramic with a "broken" front log. Man! Those put out heat!! He could speak to certifications, types of surrounds, types of flues -- and every other question I had. He wasn't pushy, and came across as genuinely wanting to help me figure out the best solution for my needs -- one that was a good technical solution and one that I'd be happy with long-term. I don't recommend many companies or people, but I was so happy with their service that I wanted to find a place to give them a great review online. Their place may be kind of hard to find and doesn't look like much from the outside, but their excellent service stood in such stark contrast to that of the other fireplace stores I went to, that I'd say they are a hidden gem! On top of it, they actually manufacture gas logs and gas fireplaces (which is why Jimmy was so knowledgeable about certifications!), so buying from them means I can buy local! read more

I HIGHLY recommend Fireplace & Grill Factory Outlet...I wanted to replace old (ugly) gas logs in my lovely marble fireplace. I went to several other companies first in Dallas/Richardson to get ideas and prices. When I walked into Fireplace & Grill I immediately knew this was IT. I was assisted and guided by Jimmy King and without hesitation I purchased the "Texas Bonfire Charred" gas logs. These were delivered right on time on Nov. 16, 2017, and Michael installed the new logs. He very expertly removed my old logs and all the old, ugly "embers" from underneath. As I usually do with workmen, I wanted to do what I could to help. He was so extremely efficient there was no need for me to even move breakables from tables close to the fireplace. AND there wasn't one spot of "mess" when he finished. I wasn't especially looking for more heat from my fireplace, I was wanting a beautiful, "real" looking fire. I'm extremely happy with the look of the logs...and these do put out more heat than my old ones. I couldn't be happier. I am baffled when other reviews say this location is hard to find!!! WHAT? Going north on the Tollroad, exit at Westgrove and go west on Westgrove. The building is huge and impossible to miss. Seriously! (and I'm a woman driver)!! And the showroom is extremely large with many, many "burning" fireplace logs to make it easy to chose the right look. I was treated great, both in the showroom and by Michael, who installed the logs. These were delivered very quickly, especially for this time of year, Thanksgiving and Christmas looming, when people start to think of these types of things. Me included. I had planned to do this in the summer....well, I didn't! I wish every company/workman/sales person that I come across was this pleasant, knowledgeable and efficient!! read more

We went in ready to buy new doors for our wood burning fireplace. They had no clue what to do with a mason fireplace. Kept asking who the manufacturer was...ummm the house builder?! The salesperson kept running to the back to get answers to any/all of our questions from someone else and apparently the person who actually knew anything was nowhere to be found. We left. read more

I had a better experience than the other review. Very knowledgeable and helpful in helping me pick out what would work best for us. Will update on Tuesday after the installation read more

We had a good experience. We have looked at a number of grills. We put DCS grills in our last two homes but liked this grill better. Our delivery is scheduled for later this week. read more

Bought one of their ceramic infrared grills at nearly $3000 because of their lifetime warranty. Almost immediately noticed I bought a $3000 problem. Each time I call for warranty work (on my 6th call within one year of ownership), I get told someone is going to call me back...but never do I get the call back. Now I have a $3000 paperweight of a grill. DO NOT BUY FROM THIS PLACE UNLESS YOU WANT AN OVERPRICED PROBLEM THAT THEY REFUSE TO STAND BEHIND. read more

I have purchased grill and fireplace products from these guys for past 10 years with no problems. Agree the sales folks are not OVERLY friendly -- most have been there for probably decades -- but they are knowledgeable and get the job done. One of the main reasons for going there is they have many upscale/unique products you can not get from major chains or discount stores. Prices are reasonable, they are honest . . . but if you want your ass-kissed go elsewhere! read more

If I could give this place 0 stars, I would. This was the most outrageously inept display of customer service I have ever experienced in my life. We went in to purchase doors and gas logs for our fireplace, fully equipped with measurements we were told to take over the phone, and a number of pictures of our fireplace. After two different sales people looked at the pictures of our fireplace, we were told our only option were zero clearance doors, which would be custom made for our fireplace. We went ahead with the order, set a date for installation, and went about our happy way. The installer showed up (late, no apology, no introduction, just walked right past me into my home...) and (rudely) said "the doors you ordered won't work." I'm sorry, what? This began a very lengthy back and forth process, where no one knew what they were talking about, no one seemed to care that we'd just dropped almost a grand in their store and were getting more upset by the minute, and no one had any sense of urgency in getting in touch with us or righting the situation. When I asked to speak with a supervisor, I was told there isn't one....? This whole debacle ended with a questionable apology and "we don't have any doors in store for you" and they issued us a full refund for our entire order. We are now left with a gaping hole in our fireplace, just in time for the holidays! What a train wreck. read more

I agree with Brian D. My wife and I were told about this place by friends that had bought their Gas Logs from them and we were impressed with the knowledgeable staff and showroom. They had lots of sets burning for us to look at and the salesman actually asked us pertinent questions that kept us from choosing a set that was not well suited for our fireplace. We selected a very realistic set that we really enjoy using. I would definitely refer our family and friends to Fireplace & Grill Factory Outlet. read more