During the remodel of our apartments we decided to give our gas fireplace a more modern look. Ruben first came to take measurements and later installed the new setup including glass rocks and glass doors. He worked diligently, cleanly, was very professional, and friendly. This was a great improvement and, although not cheap, it was well worth the investment. read more

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To the owner of Floyd S Lee Fireplace: We ordered a new fire place door with Tom from Floyd S Lee Fireplace shop on 6/19/2023, totaling nearly $1800. Ruben measured and completed his installation on 7/21/2023, I pointed out to him about the two vertical gaps between the wall and door frame that need to be sealed by caulking. But he said that should be the mason's job not his. However, at my insistence, he put out some materials from his truck and used it to block the two side vertical gaps. The material is stand alone without adhesive. I am not sure this kind of material is fire resistant or not. Tom replied to my question that it is fire resistant but could not provide literature nor UL number of the material. Without the requested information, I cannot rely on his word alone. I worry about fire safety. Sealing the gap would prevent loss of cool air or heat. Thus, I would like Ruben to come back and use fire proofed construction caulking to seal the gaps. I have emailed Tom to elevate question to the owner asking for the owner's contact info. but despite several follow ups with him, I have received no response. read more

Floyd S Lee Fireplace And BBQ Shop - Foam standing against the fire door frame and fireplace masonry wall with no adhesive or caulking - Fireplace Services Near Me - Pasadena, California

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I'm melting...I'm melting.....oooohh...I'm melting... Not from the movie "Wizard of Oz" ...like ya thought. My fireplace grate actually melted in the middle Poor ol' thing couldn't handle all the logs. It just sat there in my fireplace sagging. R.I.P. But..there's not that many places to choose from. I googled and found this place. The building looks like it may fall down on the outside... But once inside, I found this place to be awesome In fact...what a great selection of everything Grates, screens, fake fireplace logs, mail boxes. Mail boxes??? Well I found my size grate. And like a muscle guy...I tried to pick it up with one hand.. Uuuuugh....where's my upper body strength. The cool saleman walks over and picks it up..no problem. And he's older then me..but I guess he lifts this stuff all day Back to the gym... Well, I enjoyed this place..a bit of history It's been here for 85 years... I'm sure someone famous mighta strolled in here.. Well I'm famous...ain't I? read more

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To the owner of Floyd S Lee Fireplace And BBQ Shop: We ordered two custom-made fireplace doors and the complete set of fireplace ignition equipment in your store in August 2019. When placing the order in 2019, we paid a deposit of $800. The receipt you printed for us clearly showed Payments/credits -$800.00. Later in February 2020, We received a notification that the custom-made door had arrived. We went to your store to pay the balance $2090.88 according to the amount you requested and made an appointment for the installation date in March. Then the virus strikes, everything is postponed! Until May of this year, we started to contact your store, my husband Gary has been to your store more than 5 times! Every time, different clerk spends a long time and can't figure out the situation. Every time they say we have to wait for the person named Tom who originally placed the order, but that Tom never shows up. It seems that he is on vacation most of the time! So we kept going to your store and waiting for that Tom to meet us! Thank God! We finally saw Tom again in September! But he said that there was still the balance of $3099.6 that had not been paid, and the installation could be scheduled after paying the balance. Our patience has been exhausted for your guys! After two years of waiting, we wanted to finish the fireplace so badly. We will do whatever you guys want us to do, we paid $3099.6 immediately! We surrender! But after a few days, no one called us to set the installation date. We had to call again to ask. Tom is the one who answered the phone and said that you guys couldn't find the initial $800 deposit payment in your system, so couldn't come to install. My god! This is another surprise for us! You can always find unexpected reasons to delay and collect more money! In the past few days, Gary made several calls to try to solve the problem, but different guys kept saying that we must provide the original payment receipt or credit card statement to prove the payment. I called this afternoon and it was Tom who answered the phone. I told him that he had collected our deposit two years ago and printed the invoice for us. The invoice clearly shows the payment of the deposit. Isn't that proof? It is unfair for you to ask me to provide proof, as a businessman, I have more than ten credit cards, and I don't know which one I used to pay. It's a huge amount of work to find a payment two years ago! It is much easier to find it in your system, even do not found, it is your own problem, and you have no right to delay our order because of this. But He doesn't care at all! Just kick us like a ball again! He said we can't install it if you don't prove the $800 deposit! and that he is not responsible for inquiring about payment, we need to talk to a lady to inquire about this matter, she will come to work next Wednesday! Then he hung up my phone rudely! This is unbelievable. We already wait for Tom god for a half year, Now we need to wait for another lady god! I can hardly believe that someone treats customers like this! I was very angry and made another call. This time it was not Tom who answered the call. He was a person with a heavy accent, but his attitude was much better. He texted me an invoice showing that we still owe $800. I have never seen this invoice before, this must be a fake that Tom just made! What a greedy lunatic. I had to spend the whole afternoon searching all the credit card bills for the past two years, and finally found the statement to prove this stupid $800 payment! we're just curious what will happen next!? read more

Horrible customer service. My wife visited their store and made an appointment for them to visit our house and measure for fireplace doors. He never showed at the agreed on time and never called. We called twice to follow up. The first time, we were told to call the field rep ourselves. Well, that's your job to figure out where he is. The second time we were told they'll let him know he missed our appointment the next time he's in the office! Hello Fireside BBQ and Appliances in Woodland Hills!! read more

This fireplace showroom has been around FOREVER! The staff was able to guide us the right direction as we did not know what was best to do for our existing fireplace. Worth stopping by to see the items on display. read more

They seemed to not enjoy attending to customers. And when we asked for help it was an odd experience; just didn't want to volunteer any information. We left, went around the corner on Colorado -- they sell the same products for less and the experience is much better. read more

Had my Weber grill for close to 20 years and was time to replace. Went to check out grills at Floyd Lee on Wednesday late afternoon and the salesman professionally and cordially showed us many grills. We chose Weber again. The grill was the same price as Amazon offered AND for a small fee was assembled, delivered wih the old one hauled away. The delivery person was very careful with the grill, hooked everything up, fired it up and gave some useful instructions. This was all done on Saturday morning....less than 3 days from purchase date and ready for the weekend!!! To conclude....this was one of the most pleasant, seamless transactions I have experienced. Great job Floyd S Lee!!!!! read more

I was having trouble getting my Heat & Glo gas fireplace working. I called Floyd because he is listed on their website as an authorized dealer. He was so nice and helpful! He walked me though how to turn it on and get it to stay on. (I've always lived in houses with wood burning fireplaces so this is new for me!) the YouTube Heat and Glo tutorial is for a different model and the instructions didn't make sense. Floyd was very patient and kind and he saved us on this chilly evening!! Thanks Floyd! read more

HORRIBLE CUSTOMER SERVICEf, rude employee /owner, treated me either like i was too poor to afford his products or racist... sarcastic responses and just disgusting,,,i purchased my direct vent fireplace elsewhere read more

I can't comment on the other reviews here, as I had exactly the opposite experiences. Even though the Yelp reviews were poor, this place has been in business for a long time, so I decided to take a look. I spoke with Tom who was very knowledgeable. I was looking for gas logs for 2 fireplaces and glass doors that had to be fitted into old tiles in my 1930s fireplace. He came to my house and measured everything for free! He called me with quotes a few days later. Because of the reviews here I priced everything online at several websites, and Floyd S Lee's prices were about 8 percent higher that on those sites. Given they provided free measurements and also came out again for free to make a template to custom cut the doors for the old fireplace, I didn't think paying a little extra was a big deal. When I went to pay the final amount, Tom gave me a discount, bringing the cost much closer to the online costs. The installation went perfectly. I am very picky, and could not have been happier with the job they did. Sometime it is worth paying a little bit extra to get a job well done. I don't think paying less than $100 more than the online price for $2500 worth of work when I didn't have to measure or do anything was a real deal. read more

Slow inefficient service 6 weeks after order was placed. I am less than thrilled by the disorganized business being conducted here. Very sad poor customer service. They act like they are incompetent. If there was a lower than one star , they have earned it so far. My advice choose somewhere else. read more

Good Selection. Lack of Service. Prices Look Retail. I went into the store to purchase a full set - remote control system, ceramic log set, and custom glass doors. I saw four employees and not one of them offered to help. Must have been in the store for 20 minutes and feel I wasted my time. Selection is large, but not everything looks good. Ended up going to another shop on Colorado Blvd that was great. read more

I purchased a Solaire infrared grill here. I was looking for a grill that was rated well and still made in USA. Solaire is a SoCal manufacturer. I knew the model I wanted and the store was able to order it for me and the product arrived within a few days. I have no complaints with the service I received. read more

Some of the WORST customer service I've ever experienced. Unbelievable that they stay in business. I ordered new glass doors for my fireplace that were supposed to take 3 weeks. When they came by to install it turned out they had taken the measurements...No apologies, it was as if this was a normal occurrence! Eventually the doors came and were installed but instead of 3 wks it took 2 months. What's most concerning is the lack of accountability they take. They never called to give me updates and I was the one who had to call to track when the ETA on the doors was. At one point the owner actually had the nerve to yell at me saying that, "He has had a long day and that I needed to back off!" I was floored... This place is a joke. read more

The sales person Tom was very cordial and useful so I decided to purchase an AOG grill here - almost a year ago. But recently my grill ignitor wasn't working so I decided to contact them. On the first call, the owner failed to call me back. On the second call, an appointment was set, but they failed to show up. I ended up fixing the problem myself. I would not recommend this place to anyone. Business owners need to understand that good service is their best marketing tool, and bad service is their worst enemy... read more

This is the best place hands down for your fireplace or grill needs! We got our gas fireplace logs and accessories here and also bought our gas grill and arranged for installation here. Always great service and pricing. They are very honest and straightforward! read more

We went to Floyd Lee to purchase a gas log for our fireplace. At the store, Raz was very friendly, polite, and professional as he explained the various options and their pros and cons. He then showed us additional items, such as the embers, and our choices there. He explained how the installation would likely work at our fireplace, delineated the cost of the items, and gave us scheduling options that were just a few days away which we appreciated. The installer came exactly when scheduled and was polite and professional as well. The gas log looks terrific and really adds to the ambience and comfort of our living room. read more

I don't think they are that over priced (maybe a bit) nor did I get poor customer service. I bought some glass pebbles which were the same price as what I found on the internet. The salesman explained things as best he could with his accent. The reason I would give them two stars is because I ordered glass fireplace doors that were supposed to be ready in 3 weeks and took over 2 months. read more

The service was poor to begin with. I was very specific about what I wanted but they kept trying to sell me something else. Finally they let me order it, but I had to give a credit card number first. When it came, it wasn't even close to what I ordered. Different shape. Different color. I told them that was not what I ordered and I did not want it. They said okay, but then I get billed for it on my credit card. I complained to the credit card company and did not have to pay for the item that I did not even take. I would not go back there. read more

I went into Floyd's store looking for a fireplace screen, I actually found one myself. All I needed from them was to purchase their product....no one would give me the time of day. Don't waste your time. read more

Called Floyd S Lee yesterday to inquire about the status of my refund for the unused and returned parts. It's been almost two months since my fireplace install and my cc still hasn't been credited. Spoke to Raz the owner. He was immediately argumentative, denying that I had paid in advance for the returned parts (untrue; this is easily confirmed by looking at the itemized invoice), talking over and interrupting me, and ultimately screaming at me and calling me an "unappreciative customer." What a ridiculous hassle over 200 bucks, and unbelievable lack of professionalism. Take your business elsewhere; I wish I had. read more

I've been a customer for 28 years, when we purchased two set's of ceramic logs. Since then I've gone in for many other random purchases and advise. Always a great experience. 90 years in business say so much about the integrity of this establishment. read more

I have seen some of the reviews and they are very up and down. My story is different. We purchased an in-wall, European style fireplace (no hearth or mantle, just a framed firebox flush with the wall) from Floyds. We had looked all over the place and had no luck finding the right size with the right look at a decent price. With this product the finished metal frame is the most important component as it conveys the style and look of the fireplace. Tom, who we worked with was very helpful. He took a lot of time with us and we finally found a fireplace that was the right size and look for the guest house we were building. The product we ordered was from Heat & Glow, big manufacturer. Tom called us a few days later to tell us the fireplace had arrived. When we got it home our contractor immediately installed the box in the wall, a big job--once it is in it is in. When they were putting on the finishing touches they could not find the frame. They could only show me a smallish frame which held the protective screen. We immediately called Floyds and told them the frame was missing. They were initially certain it had been sent and something must have happened to it when we had it. They even had video of us picking up the frame box. They were incredulous and we were stupefied. There was a little friction at this point. After much going back and forth and gnashing of teeth it turned out that the flimsy little unattractive screen frame we had was the actual screen for the unit---the manufacturer had dramatically changed the design and did not inform Floyds. It was a completely different look, one we would never have chosen. Heat and Glow supposedly did a company search (with no success) to see if they could still find the older style we ordered, but refused to do anything else at all. We were pretty screwed at that point. Our fireplace was installed. It is not like we could send it back, and the frame sucked. This is a $3,500 hundred unit and we hated it. Floyds stepped up. They frankly could have told us to pound sand and there was not much we could have realistically done about it except give them a bad review. They did not do that. They literally contacted a company that uses lasers to cut steel and had them fabricate a new frame from whole cloth and then had them figure out how to attach it to the frame we already had so it looked completely finished. This was no small feat and definitely blew out any profit they hoped to make on our purchase, and then some. So maybe Tom and the other folks at Floyds are not the type of personalities that would work at Starbucks or Nordstrom but they are good and honest people who deliver what they promise and I will take that any day. We love our new fireplace and we love the people at Floyds for their integrity. read more

I purchased a twin eagles bbq from them. I had a nice experience with them. They showed all different varieties on display, and gave full explanation for each. I needed the bbq for the 4th of July and got them installed on Saturday despite the fact that it was a holiday. The staff was very friendly and warm. I truly recommend this place for all of your bbq and fire places needs. read more

I recently completed a transaction with this establishment and was generally pleased with the experience. They did an outstanding job with my project which consisted of custom mirror-polished stainless steel panels for the inside of my fireplace, new gas burner, glass beads, and a beautiful free-standing screen. They sent someone to my house to take measurements and the guy was very meticulous and thorough. I was actually a little surprised and pleased when the same guy came back to perform the installation. He was in and out in about two hours and did a very nice job. He even left the place cleaner than the way he found it. They told me that the whole process would take about three to four weeks and they delivered as promised. My only complaint is that they failed to keep me informed of the status of a special part that I ordered (a custom cast bronze escutcheon plate for the gas key). I had to stop into the store a few times before they finally got the part and then it had the wrong finish on it. Other than that, I recommend these guys without hesitation! read more

They've helped me with so many items during my home renovation--fireplace inserts, chimney caps, mailbox, BBQ, etc. always helpful and knowledgeable, and very low sales pressure. I enjoy working with these guys. read more

These guys know what they do and they are expert in fireplaces and BBQ's and down to earth. They help you A-Z. Fair price and great service which is why they are in business since 1926. I wish them all the best. read more