The worst experience I have ever had. Don't wast your time!!!!!!!!!!!! We ordered a fireplace in late November and it was finally installed at the end of March...just in time for Spring! One word: INCOMPETENCE! It may cost a little more...but SPEND OUR MONEY ELSEWHERE and get some real customer service. read more

We just got our fireplace installed today by Jose' and Raphel. They were on time courteous and very knowledgable regarding their product. I would give them an excellent rating. The only reason I am only a fan at this time is that I need to have a couple of modifications done to the fireplace that was delivered. Once that is accomplhilshed I will amend this to excellent. I must say as well that when we walked into the show room, we were greated by Bob who was not so much trying to sell us the most expensive insert as making sure that we got exactly what my mother in law was look for in an insert. Having shopped at other stores, I will save you time, just start here. And ask for Jose' and Raphel to install. read more

We were building a house and Brian was awesome in getting the fireplaces I wanted in and giving me a builder discount since I purchased 3 fireplaces from him. I love the Venice Lights that you can buy as a see-thru model. We have it in our master bedroom and on the other side is the tub. I love it and there is a light that provides mood lighting when its summer and you don't want to run the gas fireplace. I am very happy with this model - it warms up fast and provides a lot of heat. We purchased an FMI Tuscan outdoor wood burning fireplace and it's nice to sit outside on cool days and have a real wood burning fireplace. In our great room we used the Georgian model firebox - one of the largest open firebox units you can buy. It's beautiful and makes the room feel more grand with the large opening. Brian was great to work with and helped select the best fireplace log sets too. He even returned the one we never used in our build. They have awesome grills and Yeti coolers too. Everyone is really nice that works here. I recommend them for your fireplace needs. read more

Had to work a little to get all the info we needed on a dent & scratch unit we wanted to buy off the floor, since our budget had not including replacing our existing fireplace, but we got what we needed. When the unit was installed, they discovered there was a piece or two missing and Zach ordered it and returned twice to make it right. Zach is a true pro and knows his stuff, and made sure we were happy. I was prepared for much less, given we were paying less. read more

I had an issue with my fireplace remote and went to fireplace warehouse for the parts needed. The guy at the service counter was extremely helpful, knowledge and friendly. He even spend the time to show me how to hook it up and everything. From my experience they have great prices, high quality stuff and great staff. Looking around they seem to have a really large and cool selection of fireplaces and wood burning stoves as well. read more

I needed 3 fireplaces cleaned and serviced prior to closing of a couple of my listings. These guys were very responsive, competitively priced, and did a great job. Definitely on my recommended vendor liist for my clients. read more

We bought a new home that didn't have a fireplace, and found a really cool modern one at Fireplace Warehouse that hangs on the wall in our library. The installer arrived in the morning and had it hung and the gas hooked up and running by the time we came home from work! Incredible experience from the sales to the installation. It's a real pleasure to be able to sit down to read a book by a glowing fire with the flip of a switch. Now the library is my favorite room in the house. I'm actually looking forward to chilly weather! read more

Fantastic service and excellent installers. From the minute I walked in, I was greeted and shown around the showroom, I was promptly given advice and estimates and the installer was fantastic and went above and beyond. read more

Took more than 3 months and a complaint to BBB to get the job finished. Started fitting fireplace on 27 june. Couldn't finish because their survey was wrong. Came back a week latter, drilled a hole in the wall, the after another week came back and attached the chimney exhaust, put it through the wall but didnt seal it to the fireplace or seal up the hole in the wall because he had forgotten to bring any sealant. Left the chimney pipe without an exterior fitting hanging down and propped up with a piece of wood. We telephoned at least 10 times, not one return call. Wrote on 23 August , still no reply. After complaint to BBB the job was finished on 1 October. read more

NO customer service after the sale - we bought a fireplace in October 2015 and the installation is still not complete - we have been lied to and are very unhappy and you just get passed around to 5 different people who all give you a different story. read more

Prices are decent but their customer service is horrendous. 2.5 months and counting on getting the door replaced on my brand new insert that was damaged during shipping. read more

We had a real challenge for getting a fireplace installed. We have an old Victorian and it is 8 inches from neighbors house. We contacted three fireplace experts and only one was able to figure out how we can get a stove in our main parlor. The first two businesses came by and looked around and then split. One even wanted to charge me $100 for a visit? I was totally frustrated and Brandon at Fireplace Warehouse came through in the end. First attempt Fireplace Warehouse showed up with a trailer and a wood burning stove on it. We had our hearts set on a wood burning stove. But after careful inspection by the installers they could not install the wood burning stove. So we called Brandon. He recommended a gas stove with direct vent that will be able to vent out of the house and not cause problems with neighbors house. They installed the new free standing gas stove. It works great... It actually saved us money on heat... I thought is was bull when they said 80% of the heat will stay in the home. This took about two years and several fireplace contractors. Fireplace Warehouse came through in the end. Thanks Brandon! Great honest people! read more

Our family has been extremely pleased with the Fireplace Warehouse location on Paonia Street in Colorado Springs. We spent many months researching different models and brands at almost every retail residential fireplace store in Colorado Springs. The customer service we received from Dan and Mark on two different visits within the store was exceptional....they spent as long as was needed (well over an hour each time) answering all our questions and showing us the differences. They also offered us a bbq lunch on a Saturday afternoon! Throughout the estimation process in our home, Kevin was knowledgeable and friendly. Ryan and Jessie did an exceptional job with install (arrived on time and worked straight through without any breaks), completing a 14 hour job (2 day job) in only 8 hours. Kevin popped into doublecheck the work that day as well. And we even received a call from Dan the day of install to check on progress. Our new Jotul freestanding woodburning stove is the joy of our home and we couldn't be more pleased. THANK YOU Fireplace Warehouse, we plan to sing your praises! GREAT company all around. read more

I had a great experience with Fireplace Warehouse. The showroom is tremendous with a lot of product on display and I found them to be extremely knowledgeable about their products. Bob and his team went out of their way to spend time with me (three times) and make sure that I was happy with my choice. I shopped four other fireplace stores and found the prices here to be extremely competitive. They even went out of their way to contact the manufacturer directly for me and help me secure some factory rebates that I would have had no idea about. They helped make delivery of the fireplace hassle free. Like most projects or purchases this big, there was a hiccup. I did not get one piece of venting I needed when I picked up the unit originally. Bob, Mike and the team went out their way to make sure I had the right piece quickly and easily. I can't say enough about how nice these guys are and what a solid job they did for me. Price, selection, service. Highly recommended! read more

I wish I could recommend this place, but at this point I would tell everyone I know to avoid them. Initially our experience was decent. They were a little slow on responding to questions during the quoting and scheduling phase, but mostly helpful. The installation itself was very good. Jose and Raphael were fantastic and I would recommend them to anybody. However, our fireplace has had a defective part since the day it was installed (October 30th). Jose said he'd try to get someone out to fix it the next Monday (November 2nd). It has been 7 weeks since then and no one has come out to do the fix. So the fireplace still doesn't work right. We've placed many calls and emails trying to find out what it going on. Most of the time the calls are routed to their office in Texas and we're told that no one knows what is going on. We finally physically drove down to their offices a few weeks ago to try to get something scheduled and they were randomly closed. We finally had someone scheduled to come out yesterday and they just didn't show up. The installation manager has grudgingly agreed to TRY to come out again tomorrow. But it's clear that he sees this as a big inconvenience. We are planning on filing a complaint with Napoleon fireplaces to see if we can get anywhere with them. read more

In February of 2010, we purchased an Enviro Empress pellet stove for our home from Fireplace Warehouse at 3827 Steele St. in Denver. The end cost of the project was over $4300 for the stove and installation. At the time of purchase, we were advised of the warranty and told that we would have access to service as needed for any repairs or parts if the unit were to malfunction. Well, the stove managed to heat our home for one winter before ceasing to work. My husband contacted the company and received the runaround in April of 2011. After several attempts to get the unit fixed, little was accomplished. Several months passed with email correspondence and unreturned phone calls. Finally, this fall, we spoke to Laurie, the Warranty Specialist and were advised at that time that the company had gone bankrupt and the new company was not the same. The previous company was Fireplace Warehouse LLC, while this company is Fireplace warehouse ETC. However, although told that the old company and new company were completely separate, they are still holding all of the accounts and easily accessed all of our information. She went ahead and completed a warranty request for one of the broken parts. When asked about service, we were told they would not support the pellet stove and told us to find a technician. Unable to do so, my husband was advised to fix it himself. When the stove was pulled out, the wiring was burned, causing a potential fire hazard. The wiring was relaced, but we fear for the safety of our family if the stove ever does become operational again and causes the new wires to burn as well. I have also attempted to contact Enviro directly, but the warranty info must come through the retailer. When the new part was installed, it blew again. So, another part was ordered. When that part finally arrived, there was a need for another part. We were blown off quite a bit and then told that the order had been forgotten and not submitted. Meanwhile, we are in the midst of winter and forced to run our very expensive electric heat, costing $400 per month and keeping the house at no warmer than 60 degrees. Our family of five has been forced to live in cold home conditions for nearly a year. Today, I went to Fireplace Warehouse to attempt to speak with someone regarding the problem and was told that there was nothing they could do and they had no liability to assist us further. The sales person would not allow me to speak with anyone in charge. He scribbled the name of some man on a piece of paper and said to call him because he could work on pellet stoves. Then when I demanded information about the company, he scribbled another number on a piece of paper and said to call it if I was so adamant. I inquired as to whom the number belonged to and he hesitantly told me it was for the man in charge. It is a recording about the history of the buyout of Fireplace Warehouse LLC by a company called Express Working Capital who decided to go ahead and keep running the company under the same name, minus the LLC. It advised anyone who had issues to contact them through email at fireplacewarehousellc.gmail.com. I will go ahead and do this as well. The entire transaction has been difficult and expensive. We cannot even afford to heat our home and would have been better off to have kept the electric heat and used the $4300 to pay the electric bill instead. Now we have a large piece of junk sitting in our living room with no apparent recourse. read more