I was extremely disappointed with my experience with Heartside in Cleveland, TN. The pricing was excessive and far above what other local companies charge. $249 for a service call in which the technician was here for 30 minutes and total repair bill was $700 for a control switch replacement. I would call Blossom Gas or another local company. The repair was completed but never use them and please do your homework because they are way overpriced. Typically, service call pricing is typically $100-$175 and $249 is generally considered premium pricing. Please do your homework. read more

I recently purchased a new fireplace and required a type of granite that was very difficult to locate. Hearthside Hearth and Granite were able to locate the type of granite I required in India and when it arrived it was a perfect match for my existing hearth. This was fortunate because the hearth came damaged. Even though I didn't need the hearth Hearthside refunded me $400 for the damaged piece. I thought that was fair. As it ended up I had to use one of the broken pieces of the hearth to make new granite legs for the sides of my fireplace. So everything worked out very well. I would definitely order from these fine folks again. read more

So glad that I stumbled upon Hearth and Grill while looking for a fireplace insert. Kevin was fantastic! I forgot to add an item on an order and then had some questions regarding venting and he was a wealth of information. Truly couldn't have had a better experience. Thank you all! I'll definitely recommend you and will be back should we need anything else( - : read more

Extremely professional and customer focused business. Even though I do not live near their physical location, some other family members highly recommended them. I have now purchased multiple items from them and have been very pleased. One time, there was a problem with a valve and Hearth and Grill quickly stepped in and worked directly with the manufacturer to get a warranty replacement sent (which worked well). You know you are dealing with a great business when they are willingly to quickly solve a problem when it arises. Any company can be good at sales, but only great companies happily fix a problem when it occurs. read more

I have been looking for replacement parts for my outdoor gas fireplace for over 3 months. Every place I went to tried to get me to buy a whole new one. I didn't want to do this as it's not an old unit. Then I came across Hearth and Grill Sales online and called them. The conversation was literally like this... "I'm looking for a replacement part for my outdoor fire place and I have the model number." I provided the model number and described the part. It was in stock and they can ship it out if I want (YES Please!!). The conversation was not more than 7 minutes and I got what I was looking for. After 3 months of frustration, this one 7 minute call solved my problem. The part was shipped and received as I ordered. Due to the item being glass I was a bit worried about the shipping but it was packed well and nothing was broken or chipped. I will be calling this company from now on!! read more

I needed a part for my gas fireplace and the company that sold me (and installed my fireplace) was now out of business. I found what I needed online at Hearthside Hearth and Home in Cleveland, TN. When I ordered the part online, I made a few mistakes (wrong e-mail address. no exact part number, no order number) so when I did not get it, I e-mailed the company. Kevin, the President of the company, got involved and helped track my correct order and was able to see that it was shipped to me in a timely manner. I can not remember when a President of a company helped me to resolve an order problem with a company, but Keven did. This is an example of a great company with leadership that models service to its customers, even new customers. I greatly recommend Hearthside Hearth and Home to anyone who needs their products and/or services. Bob Fredericks Shelter Island Heights, NY 11965 read more

Everyone at this company is extremely helpful and kind, especially Kevin. I couldn't ask for a better experience buying a fireplace! Thank you! read more

Finally received product months later. They try hard but are slow. Maybe the manufacturer was at fault. More communication would make the experience better. read more

These guys also do business as Hearth & Grill Sales LLC I purchased a bunch of direct vent flue components for my gas stove. They arrived quickly and the outer boxes were in good condition... HOWEVER... One of the 48" lengths of flue pipe was obviously USED. Unlike the other lengths of vent pipe we received, this one length was missing the cardboard end caps that protect the pipes from dents and damage. It had packing tape wrapped around it (that would smoke and off gas once put into use). The internal spacers that held the inner pipe in the correct position were missing. Without these spacers it is impossible to connect the sections. I was forced to seek a resolution and refund through PAYPAL, which they immediately agreed to. You can see by the images, what a USED and NEW part look like. Used - bent, scratched, and damaged, New: shiny, crisp, spacer intact I contacted the firm, sending them pictures. They denied sending a USED or defective part "it must have come apart in transit" was their excuse. But the outer boxes were in perfect condition and the packaging and parts were no where within the box - PURE BS. They refused to ship a replacement part, instead insisting on "sending the spacers over night courier." 5 days later - no parts. Our project is on HOLD until the parts arrive. When recontacted, they could not provide a tracking number for the overnight shipment (that never occurred). I finally had to request a refund through PAYPAL. At least they promptly provided a refund, so that I could go buy replacement parts elsewhere. The attached images show how the USED and NEW parts arrived - JUDGE FOR YOURSELF! read more

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You can get things others do not have, just call to make sure it's in stock. If not they will get it made. Thanks again read more

Can We give more than 5 stars? We needed a major part for our Heat and Glow Twilight 2 and needed it fast. We live in Florida and when it is cold we treasure the time by the fire, inside and out! They shipped what we needed 2-day at no extra charge during the holiday break! Long story short, the part fit, they guided us through every step, and we are very happy! They are experts, they are kind and they came through for us! Happy holidays and here's to a great 2021! read more

Hearthside did the pre-season service on my direct-vent fireplaces today. As usual, they clean up well after themselves and keep my fireplaces working. read more

My experience with Hearthside Distributors was one of the worst I've ever had. My order was badly damaged in shipping and it took over 2 months of many, many phone calls and emails to finally receive it in good working order. And now they are attempting to charge us TWICE for it. It is difficult to get anyone to return phone calls and they are less than apologetic about anything treating you more like an inconvenience than a paying customer who has been inconvenienced by them. Deplorable customer service! Save yourself the headache and shop somewhere else! read more

The customer service at Hearthside Distributors is VERY poor. Their website is confusing - we ordered a fireplace with doors and a frame. As their website is very confusing, we ordered the wrong doors (they didn't fit) and when we tried to return them, we were charged a 20% restocking fee. There was very little help from them in finding the right products. I would recommend you purchase from someone else! read more

Such a great fire table, well made, sturdy, easy to assemble. The company helped immediately when one part wasn't initially shipped, Joe, Kara, Kevin were all great! In addition the price of this well made table was at least half of other similar quality tables. I am very happy, will buy another product from them soon! read more

Great experience with Hearthside Distributors. Found them through Google. My items were readily available and shipped quickly. Pricing was excellent and there was good communication before and during the sale. No complaints at all. Highly recommended. read more

I was looking for a burner for my gas fireplace. Kevin was outstanding at getting me one and so close to Christmas. I really appreciate all he did for me on a short time frame. Thankyou again Kevin for your great service. read more

Not sure I trust them! Couple of weeks ago my wife and I stopped by there on a Thursday, to discuss parts for our new burn pit. They were very nice and informative. We wanted to do business with them! But from a business standpoint, I didn't want to close the sale until I took the evening to think about it and research the parts and prices. Everything looked reasonable until I got to the main parts being the burner and pan. I was finding exactly the part I was asking for, even by the same manufacture, but it was half the price (approx $700 less). I called for the sales person the very next day and left a message including the detail I thought a mistake may have been made and asked him to call me back. By 4:45 that afternoon, not receiving a call, I called again and was promised he would return my call. If he did, it's possible my cell phone didn't pick it up. Long story short, I have some doubts about doing business with them again. read more

I talked to Kevin, the owner, about a fireplace remote unit with hand held remote for my gas fireplace, when I couldn't locate the correct unit on the web. I had hesitated about replacing it because of the price that the local heating company had quoted. No problem! Kevin told me the right unit and price, and I bought it immediately. there were detailed instructions, and the only problem I had was getting the old electrical connections apart. It works excellent! If I had known it was the simple & less expensive, I would have done this 5 years ago. read more

I ordered a Broilmaster Grill from Heartside in Chatanooga, TN. 2 major parts were missing. Other small packs of screws , washers and lock washers were mis-counted. The handle to open the grill top- was only threaded on one end. I had to get a threading tool and finish the job.. I have been to my local hardware store to replace the mis- counted items 4 or 5 times. I call Karen Easterday X 738. for help with parts. She does not answer her phone and lets it go to voice mail. I am sure she just deletes the calls. Over 14 million people looking for jobs and they keep that non working POS I would give them negative 4 stars if I could. Don't deal with this company.. read more

We purchased the Dimplex Atwell electric fireplace from Hearthside. We visited the showroom, then ordered about 2 days later over the phone. Beautiful fireplace. The installers came and set it up for us- no problems. Would definitely purchase from them again. read more

WORST CUSTOMER SERVICE EVER. BUYER BEWARE. I called and explained exactly the Heat and Glo i had to sales person. I was told what to buy and did purchase the product that they told me to buy. I hired an individual to put purchased product in and half way through install it was discovered i was sent the wrong product. Contacted Kara who acknowledged that the wrong product was sent but due to the fact that the install was already started and 2 parts were installed at that point of the 6 parts sent it was on me as the consumer for not inspecting they did their job right. She also went to state she would contact me back to issue me a refund upon her calling me back she determined that it was again my fault for not double checking her companies work. Take your business to STOVE PARTS UNLIMITED. I am not paid by them and from this point forward i will be using them. They actually know what they are talking about and stand behind their work! read more

I ordered a Primo XL cooker last Saturday. I was assisted by John Ely. He graciously answered all my questions, arranged shipping to my door on the day and time of my request, and DID what he said he would do! Yes, it arrived exactly as ordered, complete, and on time. Due to my own poor memory, I called customer service with a question about the order. I called at lunch time, no, I didn't get through but I left a voicemail and someone called me back, answered my questions and then called back the next day to check with me again. All that and the best price. What more can you ask for? read more

Nightmare! I ordered a fireplace on June 3rd (Monday) and was told it would be delivered by the end of the week or early the following week. It finally came (after 3 calls) on June 25th. After the delivery truck left I noticed that the bottom panel was dented. I called Hearthside (I think Heartless would be a better name for the company) customer service within an hour of the delivery. I should have known what I was in for when the I got the answering machine and it said that "I will be out of the office from April 1st to April 7th ... (remember, this was June 25th!). Later in the day I received a call back from the customer disservice representative Kara Easterday. Here is what I was told: 1) they would have to put a claim into their insurance company 2) I would have to pay a $250.00 deductible 3) The claim was not guaranteed to be paid 4) It would take 6 to 8 weeks for the claim to be resolved 5) if I did get re-embursed I would have to destroy the fireplace, take pictures, and send them to the insurance company before I could get paid and order a new fireplace. I explained that all I needed was the panel. She told me it could not be replaced. After I told Kara how ridiculous this was she told me she would talk to her boss and see if she could do anything for me. She told me she would call me back in the morning. Guess what - no phone call. I called her back 2 days later and she told me the boss was on vacation and she would call me on Monday when he got back. Guess what - no phone call. I came up with idea of hiding the dent by installing a raised hearth and moving the fireplace out into the room. For this I would 2 more pieces of pipe. I called them and was even willing to pay an extra $200.00 for the pipe. They would not even pay the shipping on the 2 pieces. I told them to pound sand. This company is simply a drop ship organization (at least for the fireplace I ordered). They do not stock anything. They are the middleman that calls the manufacturer and has a product shipped. They have no buy in to the product and obviously do not care about the reputation of the product. Bottom line for them is we ship you something and you pay for us to arrange the shipping. If something happens where they can not blame the shipping company its "too bad so sad" for the customer. We got our money. read more

I would think twice about ordering anything from this company. They are very slow and will not back the products they sell. I ordered a Gas Insert and had to wait 45 days for the Decorative front - Nothing was ever mentioned about this part being back-ordered, in fact I had to call Hearthside to find out that is was back-ordered. I would not recommend ordering from this company - they simple won't stand behind what they sell. read more

If you look through the old reviews, I had the exact same customer experience as the woman with the fireplace except the fireplace was defective from the manufacturer. I had to fight for weeks with them to get them to talk to the manufacturer. They then kept saying that the manufacturer was approving it and weeks passed. I would not give up. Then they said it was approved but that there were none in stock and that the manufacturer had to make more. Then I threatened to call the credit card company to get my money back. The next day they shipped me a new fireplace. Painful and upsetting experience on a $1,200 order. The customer service is a joke as the owner only cares about his pocket. I posted a review on another website that they tout on their website and within a week, they somehow managed to get it removed and my login removed. Please, never order anything from these folks as if anything is wrong, you will have to fight and fight to get it resolved. read more