Oder a fireplace insert which was delivered and installed on time. The service was superior. The facts borer around the fireplace didn't look right to the installer, so they ordered a new one. We never noticed the flaw. We love the insert and couldn't be more happy with the service. read more

Do not buy from this place!!!! Bought fireplace for under 3000 on sale. Salesman told me additional pieces I would need would be atound 500. Instead it was an additional 1800 for a simple installation. I believe they intentionally misled me. They sent the wrong vent materials home with me. I live 2 hours away. Anyone can make a mistake so when I went back to get the right materials I did not complain. Instead I just said over and over--make sure I have everything I need. After they loaded I asked one more time for them to double check that I got the right materials. Then they took two things out of my truck and put two different things in there. I left concerned that I did not have what I needed. Today the installer came and to no surprise I was missing parts. When I called and asked if they would come my direction and take money off for the additional expense, they said they would take $50 off. I then asked again for them to bring me the materials, the idiot supervisor told me "It's not our fault you live two hours away." I drove back down and they did not tmeven take off the $50. I am in a mission to badmouth this place as many ways as possible. I'm even considering taking out an ad in the dm register. Also, I am on a mission to get that stupid piece of crap that I talked to fired!!!! This place is overpriced and incompetent!!!!! read more

Just awful customer service -- really should have read these reviews before going. Any review about the staff being rude is dead on. These are higher end items and would expect some customer service to go with the price. Bought two deck chairs. Came in 2 pieces - 1 would not go together and in fact a screw dropped through the deck. The other one came with a mismatched base. Took them back - asked for a screw to try to have them put the screws in, claimed to not have a single extra screw in the whole store - they had maybe 20 similar chairs on the floor and would NOT take a screw out of another chair to help us out. Had to be reminded twice to reorder the base - it came in wrong again and they treated my husband as if it was his problem.. RUDEST group ever. Will get this second chair and NEVER do business here again. All have written the company they rep for. read more

Had a fireplace repaired last year and a year later is already not working again I had an appointment and had to cancel the customer service was extremely rude about me having to cancel. The service tech that came out was very nice and at least temporarily fixed it very quickly but the rep on the phone was just plain rude! read more

We have had generally positive experience with this store. We bought a set of chairs and an outdoor fire pit piece. After a few months, the rocker chairs needed parts replaced. I spoke with one of the owners who took the chairs to the shop and replaced the parts on the spot. Since then, I decided to replace the parts on my own since they are fiberglass plates and wear out quickly. Again the store was very helpful in providing the parts and being helpful in the process. read more

Nice product selection, but they tend to talk down to women. Note to Fireplace Superstore management, please let EVERYONE on the team know that women who come into your store may not know the ins and outs of fireplaces, but we are capable of understanding and learning just like a guy. And - some women, like me, who has sent you clients repeatedly - actually know more than most men and we do not appreciate your store's "little lady" attitude. Talk TO us and WITH us...you know, like a person....and not AT us. read more

We ordered an umbrella. We were told 2-3 weeks. 3 weeks later after calling them several times,we were informed the product we ordered was discontinued. We ordered a different product, Again we had to hound them 3 weeks later. We were told they hadn't ordered it yet because it was more expensive. Never mind they still had our money and contact info. This lace is a train wreck. Avoid this place! read more

Purchased a fireplace with installation, store made an error and did not charge accurate $1300 fee for installation on our bill of sale. When I went in to make final payment, invoice had a remaining $1391 fee after paying it off. When inquired about this, store indicated it was an error and this was the installation fee, I have a bill of sale that indicates otherwise and now I have paid it in full. Store would not apologize, would not offer discount, NOTHING absolutely nothing -- their error but I as the customer am responsible for their $1300 error! The manager basically said they would cancel the order as this is the fee! WOW -- don't go in and don't buy anything from this store. read more

Went in on a Saturday afternoon. We were one of two sets of customers in the building. I believe there were two men working, but I didn't see them till we left, and they were sitting at a table talking to each other, so I can't even give them the benefit that they were busy helping customers. I came in with complete intentions on purchasing a fireplace today. Beyond frustrating. read more

Horrible Horrible, horrible customer service. I took my mother to learn about fireplaces and brought in a couple tools in we wanted to know what they were (since my dad was the fireplace guy and he died). When we walked in the salesmen leaned against a chair and watched us walk to him and never greeted us. We had to ask him for help and he practically laughed at her when she asked some questions about the tools (he didn't know the answer). He was demeaning to both of us. I had to bite my tough so not to embarrass her (since she is so sweet). He was a jerk to us. The second salesman was no better. We wanted information about adding doors to her fireplace and basically they both told us the price like she couldn't afford it! They asked us not one question about the why or what of why we were there. Little did they know my mother would've totally bought all new deck furniture for her new deck and probably would've bought a new fireplace if someone would've guided and advised her. Just because someone is old doesn't mean they don't want to spend money. These guys shouldn't be in sales or shame on the owners for not training them. Problem is, you can't teach being nice and respectful to people, you need to have that in your DNA. It's taking all my energy not to go back into your store and have it out with those two guys. Talking down to two woman that know more about the products than you do! We went home and googled our answers. What a waste of time! We will buy our furniture and fireplace someplace else. By the way, my mom drives a beautiful Cadillac SUV, not that it matters but I am sure you'd be impressed with this 89 year old, who knows more about fireplaces than you do! read more

Incredibly poor customer service for the amount they charge for products here. Don't bother with this place, ANYWHERE ELSE is better.

We purchased a Heat & Glow gas fireplace a few years ago. This week we had a issue with the pilot light. Called Fireplace Superstore and one of their people stayed on the phone with me until we solved the problem. He just would not hang up until I was completely satisfied. Highly recommend this group of pros! read more

We have been here twice and both were a waste of time. Salesmen are not helpful. We wanted to change a current fireplace. They don't do that. Then after we found a different place to do that work, we went to get new fireplace doors. They don't have those. But it wasn't just that they really aren't a superstore, it was also the attitude of their salesmen. They have a don't care attitude. Would never go there again. I would give zero stars but it is not possible. read more

Horrible customer service! Ordered 2 gas inserts for two fireplace'. $2,200. Delivered a month and half after the date they promised. Almost "spring" now. Both inserts were not compatible with our fireplace. They promised they were the right inserts! Aaarrrggg! read more

Very poor customer service and their employees have absolutely no personality whatsoever. They do not greet you when you come in the door, you have to ask for assistance and then they act as if you are bothering them. With their prices AND poor service, I wonder how they stay in business. read more

I am unsure as to how this store is still open and has payroll for multiple employees due to the overwhelming incompetent, unprofessional, and absent customer service I have ever seen. As a business owner myself, it is hard to believe in this day and age that a company like this can still operate ... unbelievable. All we wanted was a simple gas fireplace outside that we could easily turn on during the early spring and late fall to extend our outside enjoyment on a covered deck. What for most companies would have been a rather easy process has turned into a 8-month nightmare with NOBODY at the Fireplace Superstore stepping up and taking responsibility for getting it resolved. Echoing all the negative reviews, we (and our builder) need to continually follow up and going now on close to 8 months with the fireplace not installed/working. It's continually one delay after another with nobody willing to step up and take responsibility. The name should be the Fireplace Run-around Store because all you get is run-around and there's absolutely nothing "Super" about the place. read more

We recently purchased a fire pit set made by Homecrest. While we love the set and are fans of this brand, we discovered a problem when the fire is lit and it is windy. This set does not have the fake logs but rather glass beads in the center. The problem is that the flames burn horizontally in the wind and cause the table top to bubble up or blister. We returned to the store with a photo of what happened and asked about fire guards. We were told they would have to order one for us and it would be an additional $300. They salesmen also seemed indifferent (or clueless!) about our concerns. One salesman argued with me that this would occur with log sets as well. Our previous set had the logs and this did not happen. I suggested that they inform customers that a fire guard is necessary when considering purchasing one of these sets. Again, this was met with total indifference. Disappointing service. Will never return. Ordering our fire guard directly from Homecrest as well as making them aware of the lack of service at Fireplace Superstore! read more