We could not be happier with our KozyHeat Chaska insert. Choosing an insert and envisioning it in your home requires a few visits to the showroom and the required steps can seem daunting. We were starting out without gas at our home so we needed to line up a propane company as well as an electrician to install a plug in our fireplace to power the insert. From start to finish with the help of the owner Ryan and Dan, our installer we completed the job in a little over a month's time. I am happy I chose Hearthside. read more

Hearthside - Warwick - Hot Tub & Pool Near Me - Warwick, Rhode Island

Recently I had the went to them to get the door for my wood stove fixed. New gasket for the window replaced and a new gasket for the door. The first sales man I talk to when I brought the door to them was great. Talk about the issues. Called to resolve how to best fix them. When the door was finally ready, I went to pick it up. And the was a different salesman at the desk. The original guy I was told was busy with another customer. So I had to deal with Kevin who proceeded to speak to me in a rude tone immediately. Told me my door was not there. Lie. I could see it sitting on a box. He was speaking to me so loud and rude I has to ask him why he was talking to me like this. other employees that were working there witness the exchange going on , and said nothing!! When I checked the door gasket it was not properly finished the two ends were not together part of the gasket was pulled down and gasket material was all flayed out. I ask the rule guy if he thought this was good work ? He starts the yell at me again and says come back in a week! And yelled at me to have a nice day!! I Forgot to get a receipt. When I asked for one Then threw it on the counter at me .Yelling at me again to have a good day.. Sorry so long winded. So I call to speak to the owner. Who called me once and I was working I missed the call I finally called when I could. His first comment was I called you twice... me ok I don't see that on my phone. Anyway he said he spoke to his employees. they said they they heard the both of us yelling ". Me) really !! I'm the customer. I only Came to get my door you've had for 31/2 weeks As for his employee the owners comment was " I don't know what his problem was " Me) oh so that's ok with you! The the owner said that before I came in that day, A family with a special needs child must have touched the gasket and had routined my gasket. Me ) really your blaming a " special needs child " me unbelievable " To conclude that ridicules episode the owner said he would deliver the door to my house and how was I going to pay the $100 repair! Me really you want me to pay for being verbal being harassed at your place of business. ( Him oh ok) same shitty attitude . The own did deliver it. They have a bad rating on yelp . Which he argued about too! My answer is him is that he has clearly been overrated. WTF I only went to get a simple gasket fixed read more

I would never bring any work to this business again. I brought my stove door in for a simple repair over a month ago and they continue to come up with excuses and broken promises. Initially they ordered the wrong part, blamed it on the supply company, never communicated that until i called, several days after they originally said it would be done. They then promised to rush order the part to make it right. We still have not heard back from them after 2 weeks now. We have called and left messages with no answers. Don't waste your time with them. Fireplace Showcase in Seekonk is a much better business. read more

Ryan (the owner) came out to inspect and troubleshoot my unit. He was very professional and explained everything to me so I could easily understand everything about my unit. He made me comfortable with my purchase. He sugggested a maintenance and the tech, Donn, came out within two business days. Donn was friendly and informative and did a great job tuning my system up. I highly recommend this company because they not only sell a great product, but they reallly care about their clients and ensuring that they are satisfied with their purchase. I couldn't be more pleased. read more

don't do it. Lied to us from the start, unff weird staff, saved four thousand dollars by going to Apollo spas in middleborough. Wanted to charge us 4 percent in our credit card use. read more

Great service for your gas (or propane) fireplace. Tech diagnosed and fix the issue we had with exceptional service. Definitely recommended.

I couldn't be happier with the service that I've received at Hearthside. I'm a repeat customer and I've purchased a spa and most recently a gas fireplace insert, they're both amazing. I worked with Peter Curran from Hearthside on both purchases and he was extremely helpful. Peter went above and beyond, I can't thank him enough for his professionalism. Both of my purchases couldn't have gone smoother from initial order, to the site visit, and the delivery/ final install. The owner of Hearthside came out to my home on both occasions, he's very polite and knowledgeable. I also had the same Service Technician, Donn, who completed both installations and like everyone else at Hearthside, he's great. I wouldn't hesitate to recommend Hearthside to anyone. Thanks again to Peter and everyone at Hearthside! read more

Hearthside - Warwick - Kozy Heat Chaska gas fireplace insert from Hearthside - Hot Tub & Pool Near Me - Warwick, Rhode Island

Bought Regency Contura RC500E for close to $6000 .. in 2022, was supposed to be delivered within three months, when I didn't receive it, I went in to see what happened, the stove had been sitting in their warehouse for almost 6 weeks., So much for inventory control.! I was told the stove would completely heat my 704 square-foot home, it DOES NOT .. I just called them to explain my situation, HOPING THEY WOULD HELP ME Get into a STOVE THAT WOULD !!!! I did pick out the stove, But did ASK if it Would MEET MY NEEDS!!! I was TOTALLY MISS LEAD ! My husband and I are SENIOR CITIZENS .. I FEEL TOTALLY TAKEN ADVANTAGE OFF .. when I called and spoke to a man on the phone, at first, he told me, there was nothing he could do for me, after he realized how upset I was, he gave me the impression maybe he could help me .. when the SALESMAN THAT SOLD ME THE STOVE COMES BACK FROM A ERRAND ..and that he would call me back... my response was" " Your NOT GOING TO CALL ME BACK " And HE DIDN'T ... by the end of the conversation I was a COMPLETE MESS AND CRYING There is a problem with the stove at the moment and the warranty is being covered , by MANUFACTURE !!!!! And NOT BY HEARTHSIDE... Now I am STUCK WITH A STOVE THAT DOESN'T MEET MY NEEDS !!! SHAME ON THEM .. TAKING ADVANTAGE OF MY AGE .. OFFERING TO HELP AND NO CALL BACK !! read more

The worst customer service that we have encountered. Tried to contact them thru Facebook, they told me to call the store, I responded that the reason I am trying to connect via FB is that the store DOES NOT answer the phone. Went in person, I was told I had to speak to the person that sold me the merchandise and he was not around, to top things off we were given an item meant for Natural Gas and we stated multiple times we have bottled gas, Potentially VERY DANGEROUS. Had to go back and endure poor attitudes again. read more

I would definitely recommend this place when I had a problem Ryan reached out to me, fit me in the schedule right away and had Arthur come right out and look at my stove fix my problems excellent service five star rating read more

We have had a very similiar experience and sorry we did not see these reviews before our purchase. It is very true that the phones are not answered and customer service is not first. Our new pellet stove stopped working and we had to drive to the store twice because no one would answer the phone. Second time we walked in and 4 men sitting in the circle desk BSing. I watched them sit there as the phones rang. No one answered them Back to the big issue-new stove. Primary heat source stopped working. Was promised a call back on Monday for service even though they were closed for inventory for 4 days. (That's another issue-they are shut down completely for 4 days. In the middle of winter. Poor planning for any customers waiting in the cold!! ). Thursday, still no call back. So call again. They don't tell you how to get to someone on the recording to leave a message. So you have to just keep trying. Finally able to leave a msg. We'll see what happens For the thousands of dollars you spend, there is a lack of customer service and training/knowledge. Invest in the people and hold them accountable. We also had accounting issues. We paid in full and the inside sales rep called us to pay. Insisted we owed money. Had to drive the receipt down to them to prove we paid. Unreal Next time there will be a news truck at your door because someone sat thru a winter storm with no heat. read more

Gosh the owner responded that he takes COVID seriously, yet came to my house for site inspection and wasn't wearing a mask, I stand by my original review and would like to add this: I'm pretty sure he just didn't want to sell to a gay couple, not a big deal, purchased the same unit he said would not fit from another source. read more

Horrible customer service, no end to the confusion as to how to get the job started. Dead end after dead end as they told me they would call me back time and time again. They took my estimate deposit, had a person come out and measure and give a quote. I agreed to the quote and was excited to get work done. The mason they recommended never got back to me despite my calling them repeatedly. Hearthside were no help at all in that respect.The job stalled for a more than a year and I still wanted to give them another chance to keep my business so I called them, went through the whole thing in an effort to try and get the fireplace started but nope, after telling me how sorry they were and that they will get right back to me etc etc, they never called back. Just kept the deposit and ignored me. I'm headed out to another place today and taking all the measurements that Hearthside did so at least I got that out of them. I DO NOT recommend Hearthside. read more

Start to finish- Among my worst customer experiences.. After selling me a firepit- Brian failed to mention I needed vents. Creating unneeded aggravation - with zero gameplan for getting it taken care of.. After advising of problems with the ignition system- caused by my contractor.. Once again- Zero help. After I offered to pay for someone to come out and help me. While they did not directly cause the problem w the ignition- Please help me figure SOMETHING out.. Brian: " There's NOTHING we can do". No Brian.. There's nothing you choose to do. Useless. Horrible service - after a failed start. Failed to deliver ontime. Failed to communicate the miss of the target delivery date- OK- I get it.. Covid, etc., But do something to communicate... Instead- I had to call them.. And multiple times. Was told about vacations, and useless BS.. and told I would have received a call back "from the manager" when Brian was on vacation.. ZERO follow up. Then- Told me it came in. Searched the store for 20 min the FirePit Kit.. Just to learn that only the cover came in. Completely unapologetic for wasting my time.. From start to finish- My experience was Arrogance .. Doing me some big favor.. And, just absolutely useless when I really needed them. And.. as of today.. after spending thousands- I'm still without a working product they state "NOTHING" they can do. read more

After the sale the service stops. Very poor response times to phone requests For a callback

Oh my God where do I start? This project was a travesty from the moment we ordered it until the present time. Meaning I'm still dealing with their billing problems. When I first began this project I thought going to a reputable place rather than just a plain Mom-and-pop fireplace store would help it go smoother. I couldn't have been more wrong. Walking into the place getting help, uphill battle. Finally getting the order in and the paperwork was lost. General contractor calls to schedule the work and they have no idea what he's talking about. My name not even in the computer. And don't even think you're going to handle anything over the phone. The phone is never answered, you are only left to leave a message. Which means you will not get a call if any that day or the next. After you called three or four times someone will call you back and probably not know what you're talking about. Their scheduling is the worst. These fireplaces come in stages. When they are done with one stage you would think that they would automatically start scheduling the next stage. You are only left figuring out that this hasn't been done yet so you are scheduling the next stage only now you're a week or two behind. This happened in all five stages. How about when they come and install something and it's not what you ordered. There's a whole Nother two weeks that you need scheduled so they can come back and remove what you didn't order, wait another two weeks for the replacement part. Let's say you changed to something or they didn't have something in stock when you ordered it. Go into the billing when the project is done. I guarantee they haven't changed the pricing but charged you for the original, probably more expensive part or service. Like I said I'm still dealing with that I went down and talked to ownerRyan twice in person to ask him about all these problems where he assured me that he would fix them. Never where they addressed. Never was I given even an apology or something to make up for the shabby job. There are a few alternatives in the Rhode Island area I would strongly suggest going somewhere else. If anyone would like details, even in print, just ask me and I will forward it to you. In response to Hearthside's reply to this review: the blissful nature that this was written in is not the same company that I was dealing with during the process. I understand that you need to show good face in the wake of this review but this is the wrong time to do it. All during this process I was open and waiting for phone calls on many many occasions and they never came. I sat at home many days waiting for the phone calls. Again, never came. Not only I but my contractor had to drive down to the offices to speak with someone in person. My contractor had to leave twice due to the attitude and no resolutions to my problems. I spoke with the owner personally where I was given a smile while I was there and again, no resolution to the problem is once I left. This is not written in bitterness in order to destroy your company's reputation for no reason. This is just to warn others of the problems they can and will probably face when dealing with the company. read more

Very pleased with the service I received. I was having trouble with my gas fireplace. Thought it was broken and would be an expensive repair. The service tech immediately identified the small problem and fixed it promptly. Very honest. I will definitely use them in the future and highly recommend them. read more

We just used our fireplace tonight and it dawned on us that no doubt this would be the last time we use it this season (yay... finally Spring is springing!). Reminiscing about how much we enjoyed our fireplace this year, I thought Hearthside deserved a belated review. Up till this year we had a conventional fireplace that we rarely ever used. We hated dealing with the dirt and bugs and mess of firewood and my wife never wanted to go to bed until the fire was completely out. Then last year when we were buying our Big Green Egg at Hearthside (that's another review but you gotta try one... amazing) we mentioned never using our fireplace and the owner showed us a gas conversion kit. I always thought they would look corny, but technology has surely changed. We had Hearthside install one and wow... what a winter. We used our fireplace dozens of times this year. It works like a charm, requires no maintenance, and turns on and off with the click of a remote. Instead of tending to the fire, this year we tended to our martinis and each other. We had checked around and Hearthside's pricing was best. They were also much more professional. They also sent out a really nice young guy named Ryan who was very knowledgeable and polite. They gave us good advice and got the job done fast and right. I tend to be tough on ratings but thinking back about my experience with Hearthside, they've just got the right idea. Everything they sell makes the experience of staying at home more fun. That gets my vote. read more

We just left, and I felt compelled to write how wonderful Hearthside is! In fact, we had just came from another business (Stovepipe Fireplace), but left feeling so discouraged. We have recently bought a home with a non-working fireplace due to failed inspection. With the colder weather and renovations we've decided now would be great time to fix it up, and make it look good. The "other store" basically said we needed to gut, trash, and start new costing us up near $5,000. This is not within our price budget. At Hearthside Paul was so helpful from the moment we walked in the store. He showed us our different price options, and basically helped us feel that not all is lost. Our renovations could be done for under $1000. Now THAT is reasonable. Thank you Paul for your patience and helpfulness! Keep up the great work! read more

These guys are great from start to finish We bought a spa about a year ago Mike was our sales person. He told us every thing we needed to know about his line We had a tough install because the deck was so high but they made it look easy. We use the spa all the time Early this spring it stopped working and they sent a service man right out and replaced the circulating pump we were back up in a couple of days They run a first class operation. Thankyou guys ! read more

Absolute horrible customer service. There was one customer being helped and three workers sitting down. No one acknowledged me as I walked in and no one asked if they could help me. Buying a new fireplace is NOT a must have. You'd think in the pandemic era, businesses would be hurting for customers. Not this place apparently. I have five hearths in my old home. I've saved money and want to purchase either Jotul stoves or gas inserts. I WANT TO SPEND MONEY IN YOUR BUSINESS. LOL. I am baffled that no one wanted to ask me for assistance or even say, good afternoon, I'll be with you in a moment. If this is the way you do business, I've dodged a bullet. God forbid I needed service and n a purchased unit. Lol. What a missed opportunity to make a $12k sale. People spending this kind of money want you to get off your *ss and say hello to them. My opinion, don't waste your money here. I might even buy online and have them delivered and have the gas man install it. What a sad business. read more

WOW from start to finish the best service I have ever received. They explained every step and were professional every step of the way. From Bryan sales associate to Johnn service tech I couldn't ask for anything more. I am so happy and pleased with my new gas insert. read more

We recently replaced our old wood stove with a gas stove from Hearthside in Warwick. Our experience with every member of the Hearthside team was incredibly professional, knowledgeable and respectful. We truly couldn't be happier with our purchase or our experience. The next time we visit their showroom will be for a Hot Tub! read more

Hearthside - Warwick - Hot Tub & Pool Near Me - Warwick, Rhode Island

We purchased a playset at the Warwick location. The person who sold me the playset was great making sure that I was taken care of. We requested to have the slide installed facing the front of the playset. The salesman noted the invoice (confirmed) and told us the let the site inspector (the business owner) know that we wanted the slide facing the front. When the owner came to my house, my wife reiterated to him that we wanted the slide facing the front. He said he would make a note to the installers to install it that way. When the installers came, they were not courteous and did not even tell me who they were when I opened the door. I had to ask them and direct the conversation. When they asked me where I wanted the playset located and how I want everything to be facing, I told him where to place it and that I wanted everything installed facing the front. As they were installing it, I told one of the two installers that the playset looked like it was being installed at a weird angle and not parallel to my house, he swore that it was correct and continued to install it as he wanted (once finished, the play set is not at all parallel to the house and looks like it at an unusual angle). Additionally, later in the installation, when they started setting up the platform that the slide comes off of, I noticed that they configured it to have the slide facing the side of the playset rather than the front. I let the installers know and was replied to with a sour attitude and telling me that he wasn't told it should be installed that way and that I should have told him that before he installed it (I actually did tell him, it is noted on my invoice, and the owner should have let him know). He called the owner to verify and then told me that there was no note stating where we wanted the slide located. I proceeded to say he could put the slide facing forward, but would have to cut a couple of pieces of the wood leaving unstained exposed cut surfaces (which would be aesthetically displeasing) and would have to plug holes with putty, making it looked patched up. My wife and I found that unacceptable as we were told that the swing could be put in any configuration and were never told that the structure would have to be damaged in order to do so. We had them place the slide where the installer decided to place it as we wanted this playset for our children ASAP as they are stuck home because of the COVID issue. The installers then left without letting us know (they could have rang the doorbell or knocked on the door to let us know even with the COVID social distancing). There were issues with how the installation was done and damage to parts showing that the installation was rushed (swings and ladder were installed unevenly, parts were broken, wood was chipped, wood chips and dust were not cleaned off, muddy footprints were left all over the structure, and additional cosmetic damage). And to top it off, the installers left loose screws (which was sharply pointed and dangerous to our children), used latex gloves, plastic bags, an empty Dewalt screw package, and pieces of cardboard from the packaging all over my lawn and back yard! All his can be confirmed as I took many photos and sent them to the manager). Service like this is completely UNACCEPTABLE and my family and I should not have treated me this way. After contacting the store, the manager there had another installer come to my house the next day to fix the issues with the playset and clean up after the other guys. This second installer was much better in customer service and with attention to detail and fixed most of the problems from the other installers. My suggestion to the owner would be to hire new better installers as there are many unemployed people out there who would be much better qualified and would serve your business and your customers much better. These two that you sent to my house were absolutely terrible and made me not want to recommend your business to anyone. read more

Went back and forth for weeks sending pics and measurements for a fireplace. Told they can do the job just come pick out stone. Well we wanted fieldstone and said so. Went to the showroom to see stone. No we don't do that. But here is a pic from your website. Yah that is just a stock photo. Your best bet is to go to a mason and have them do it. So take our advice and just get a mason cause this place said that is your best bet. Cut out the middle idiot. If you don't know what fieldstone is and you do fireplaces get a new job. Waste of time. read more

After one cold winter in our "new" fixer upper we decided to get a wood stove insert for our fireplace. What a great decision!! The staff at Hearthside were knowledgable, friendly, and accommodating. When our Hampton Insert 300 arrived it came with the oversized faceplate - something we had discuss based on the size of the fireplace but had opted against. We called and spoke with Paul about it and he quickly set up an appointment to have it replaced with the regular sized faceplate. When the crew arrived they spent a lot of time perfecting the installation and making sure that the insert was functioning as efficiently as possible. Everyone we worked with was wonderful. A few moths in and we are already using significantly less oil than we were this time last year!! read more

We bought a Crescent 11 gas fireplace from Hearthside in the fall of 2013, and have used it extensively ever since. We love it. A few weeks ago, the low setting on the gas was clicking and not turning on, so I scheduled a service call-the fireplace was due for a maintenance check anyway. Our technician did a great job. He suspected the solenoid switch, had a replacement in his truck, and got it running in no time. He also did a very thorough cleaning job-I was amazed at how much better it looked! It was like a brand new fireplace. He was professional, knowledgeable, and our dog loved him. The Crescent is an unusual model, but he knew right what to do. Great job all the way around. read more

We were very happy with the service and the installation in the beginning. We bought a wood burning insert and since our chimney was hollow we needed to also get it vented and capped which cost an additional $1,300. We had trouble keeping fires going and smoke kept entering the house and we gave up until next year, figuring we would just need training or practice. After a couple weeks without use, we started hearing scratching in the chimney. I look outside and there is a squirrel going in and out of our chimney despite the cap. It turns out, they never put a mesh around the cap to keep critters out. I asked around and looked around the neighborhood and every cap has a wire mesh. I called Hearthside and asked if maybe there was an error and they forgot the mesh and since there is now a critter living in our fireplace, if they would come and fix it. They said it would be a $170 to come install the mesh. I feel like that is crazy, considering we paid $1,300 to get it done right and wire meshes go for around $25. Update 4/17: We had a chimney sweeper come and our squirrel friend built a nest halfway up the chimney. We can't even light a fire if we wanted to. The Sweeper asked if we had it professionally installed because he has no idea why they wouldn't put a mesh or something to block out animals. They recommend we get a new cap replaced and it will cost extra to sweep. Update 5/21: The city inspector would not approve a 5.5 inch liner when the insert calls for a 6 inch liner. Heartside finally came back to replace the liner and they even added a mesh for free for our trouble. Can't wait to use the fireplace again and see if it works. read more

First off, I am a business owner, and have 3 locations.. Ive been in customer service for 20 plus years... I can honestly say our last experience with Hearthside was one of the worst purchase experiences Ive ever had in my life. We were returning customers who already spent over 4K with them, on a fireplace insert that they screwed up on. So, shame on me right off the bat for returning 3 yrs later. I should have learned the first time.. They "measured wrong" so the insert is not flush like it should be. They DID have a sheet metal guy come bend a piece of sheet metal to fill that gap for a fix... Still not what we paid for.. I figured Id mention that now since in the past I gave them the benefit of doubt, but now I see the problem is in the customer service, and attention to detail. As a business owner I know things out of your control can happen, but these guys are busier than they can handle, or dont care about their customers. So why did I give them another chance? Well, I thought they were a smaller family run company. I also saw the same people working 3 years later, so I figured it was a small community, where they care for the customers. I went in with my wife and 3 kids with all the research done, and our hot tub picked out. We just wanted to see it in person. I will not names names because I think it is un-professional. So I worked with a salesman, and picked out the tub, and gave him my credit card for what I thought was a deposit. He handed me a receipt for $175, and we made an appointment for a site visit. I asked why I wasnt charged more, and his response was that you pay for the rest of the hot tub when it arrives prior to delivery. I asked when that would be, and he told me they were trying to fill a truck now, so 4-6 weeks. About a week later the guy came out to see where the tub was going, and talked to my wife, and was unsure the load would be carried in the spot... So he called me, and we checked with my construction guy to confirm it would hold the weight. Once we did that, I asked if there was anything else I needed to do and he said no. About 4 weeks later I called in to see if the ETA was still on time... After alot of confusion, I was told that I never ordered any Hot Tub. I explained what we had done in the prior visit, and gave him all the info and the receipt number. Very RUDELY I was told again that I NEVER ordered anything. No explanation, nothing, just that there was no order. FLABBERGASTED I asked to speak with the salesman. Per usual, he was busy, and couldnt talk... Funny, because within 10 minutes I had an email from him (time to type an email, but not time to call).. In the email I was cut/dry informed of their policy, which NOBODY told us... I guess policy is you need to call back, and actually "order" the hot tub?! Apparently the $175 was for the guy to come out and look, and that the "order" was just a quote until you call in and order it. I had assumed we "ordered" the Hot tub the day I actually picked and ordered it.... The same day I gave him my card. The same day he told me 4-6 weeks.. Why would I come there, and pick out a hot tub, colors, jets, stairs, cover.... Give you a credit card, and make a site visit appointment if I wasnt getting the hot tub?! I would have just paid up front for the whole thing! Someone dropped the ball there.. So when I tried reaching out to pretty much everyone, I was stone walled with attitude, and cut and dry answers. There was NEVER an Im sorry. Never any type of empathy. They legit, tried to make it out to be MY fault... "Well we told you".... I assure you, NO THEY DIDNT... So I said well if I give you the half now will we still be on the same delivery? Yes is what we were told. One week later I contacted them to get an ETA and was told 4-6 weeks... LOL.. Instead of blowing a gasket, my wife called thinking she might get somewhere... She was met with the same exact attitude. She was actually told the same demeaning line that the sales man said to me.... "Do you people think we take $175 deposit on a $7000 Hot Tub" and scoffed?! Well guess what? Yes we did... Why would we have come in and picked out a hot tub and handed you a cc if we didnt think that was the purchase?! So, that insult forced me to call and cancel the whole thing. They knew they were in the wrong and screwed up, because they offered us our $175 back as well as the $3400 deposit. (Which I think was definitely necessary), however they didnt have to do that, so I wanted to mention that. In the end we went to Treats Pool and Spas in Uncasville, CT and got the same exact order processed in one 30 minute visit, and even saved $500. The funniest part was, THEY ONLY WANTED A $100 DEPOSIT for it!! You cant even make this stuff up! So I know their response to this review will be all apologies, and how someone dropped the ball.... but why be sorry now when you couldnt even apologize to my wife or I? Your FAKE read more

This business has more potential but needs a visit from the TV show the profit. The first thing that needs to be done is revamp customer service. This is one of those businesses that I have a hard time getting anyone to answer the phone but when you go in person there are 3 employees and you are the only customer. When customer service tells you we will call you when your order is in, they need to actually follow through with that. Care about every customer that comes through the door from before they purchase to after "the sale". This building has a massive amount of free advertising space on a busy road, use it! Put up banners with pictures of products. read more

We recently replaced a wood stove we've had since the 1980's with a pellet stove. A local contractor we use recommended Hearthside. After a few visits and a few conversations with Peter, we made a decision to go with a Harman Accentra. An installation date was set. Joe and Justin showed up on time and ready to go. Joe was very helpful answering all my questions and the installation went without a hitch. They did a thorough cleanup and also laid down tarps before they started. Joe showed me the basic maintenance to be done on the stove and made sure I was happy with the installation before leaving. I found the crew at Hearthside very professional and easy to deal with. My stove has been operating continuously since the Feb. 11 installation and does everything I expected it to do. I strongly recommend Hearthside. Thanks again read more

We bought our stove about a year ago. The sales people were fantastic. My only complaint is that we had to use the stove overnight for 1 night when the igniter on our furnace went. The next day while walking around outside we noticed that there was soot all around the fan and the vinyl siding was buckled. We called them and they came right out within a day or so and checked it out and found the fan was not installed correctly. They fixed it and cleaned up the soot but we were told they were looking for siding to replace what was buckled. Never heard another peep from them. Fortunately it's on the back side of the house so you can't see from the street. read more

Excellent experience! We love our new stove. It should also be noted that when they had to push back our installation date for an additional three weeks, (It's the middle of winter, and the stove is our only heat source) Hearthside loaned us a demo model from their showroom to use in the meantime. They came out three weeks later and swapped out the demo with our new one. Well Done Guys! read more

An absolute nightmare to work with. Installation took from Feb-April to put in the wrong unit. Multiple visits and time wasted. Impersonal, seek elsewhere. read more

After the fireplace stopped working, Hearthside was able to fix it quickly, and get it up and running again! Great work.

Recently we were shopping for a fireplace/table and ended up traveling all over RI trying to find one that would fit the unique spot we have at our house - so I have way more experience than I'd prefer in patio shopping. Hearthside was hands down the best experience for shopping and we found the best price for what we were looking for as well. What makes me give them five stars, though, is their incredible customer service. We went in on a very busy Memorial Day weekend Saturday. We had to wait a bit but once it was our turn, our salesperson was very attentive and didn't rush us at all. After we got our fireplace table home and used it that night, we were concerned about a couple of things. After a call on Sunday, we got some good advice regarding adjustments to make. Here's the best part: even though we thought it was ok, they insisted on sending someone out to service the item because they said they wouldn't want us (or them) have to worry about it. Safety, they told us, was their first concern. They had someone at our house in a few days. He checked things out and made some adjustments. Next time I need anything patio or fireplace-related, I will go directly to Hearthside. No more shopping around when I can go someplace that has employees genuinely concerned about their customers. read more

I had a great experience with Hearthside. Peter and Paul are very friendly and helped me select several models that I could have in my house. They sent Mike out to my house to do a site inspection. He checked everything out, took my deposit and scheduled the installation right on his iPad! The installers were on time, knew what they were doing and were very clean. I love my fireplace. I highly recommend Hearthside. Talk to Peter or Paul! read more

We had a good Experience with Hearthside servicing our fireplace . Hearthside installed 2 unit 8-10 years ago . we have a third unit before Hearthside . one unit needed a tune up and i asked what they could do for the third unit . no problem service came out to clean 1 unit and for the before unit found out the issue and ordered the part . when the part came in Services schedule Dave Peters to swing by . Dave schedule was running 1/2 early , so he called it ask if early was Ok , Was clean , Quick and mention / offered his opinion on a couple of things he noticed . Very smooth service call for a unit they didn't install . made a painful deal easy . Thanks Dave ! read more

Worst customer service experience. Specific to the Warwick (not Westport) location. Gas fireplace service request, called customer service in November. After two attempts to receive a return call, finally got through to someone. I had unit serviced and was told would be fine through the winter. Shortly after, unit failed and would not restart. Several calls to service left message, no return call. Call into "sales" finally got someone to pick up and connect me to rep who serviced the unit. I had to request her to pull the history on my unit and suggest she RE-order of the part previously replaced (I already went through this with her) I was assured by Christmas I'd be up and running and the part was requested overnight. I Never received any follow up call, was now after Christmas. I had to make several more attempts to reach, then was told back ordered but as soon as it came in, would be priority in getting installed, would be installed right away. I followed up again, being told the part was shipped from Chicago. Two more days went by and I left a voice mail, no return call. Because if this, I drove to Warwick to ask for the owner. Here the situation was exacerbated by an unempathetic salesman at the front counter who escalated the situation. Finally I was able to speak to an owner, Randy, who I found appalling. When I asked to speak with the other owner who helped me in prior years, I was denied. Nothing but excuses made and no accountability for poor service. Instead of listening to what I had gone through and understanding the situation, he continued to make excuses for his employees and not once apologize or assure me it would be taken care of. No customer should have had to go through this, or go out of their way to go into the store to seek resolve. I was able to get someone to install the part that day, but not without a verbally abusive call back from the owner. My part had been sitting there, they were not sending someone for another 5 days (after being told I was priority install and when part came in), no call back from the service rep who I left a message for the day prior. Situation could have been avoided. No custoner should ever have to go through what I went through. At no time did they even suggest other places to call for service yet claim to be able to service units (typically a two week turnaround however my ordeal went on since November). I have referred several customers to Shawn (the other owner who had been very helpful) however after my dealing with Randy, a poor representation of Hearthside, I would not recommend anyone to purchase here. read more

We went with this company for our new fireplace set up. We went with the one in Westport, but did come to this location as well. The management in Westport was horrible and we were never notified of our order until we called to check on it multiple times. When the guys arrived, they worked efficiently, but broke our hearth. We then had to wait for another stone order and waited almost another month to get the stone and get someone here after multiple calls to them. We had two appointments with the company in which we waited for them to arrive and took time off of work to wait for them. They never showed up and always offered an excuse, not a plan of action. We had to install everything ourselves and this inconvenienced us. They never put us first and in the end never showed up for the second time in a row. When we told the manager that it's today or nothing, he couldn't even call us back, his secretary had to. We were missing a piece to the order and they stated that we already had it. This company is very disorganized. We had a horrible experience with this company, we will never go back, and we will never recommend them to any of our family/friends. Customers clearly aren't a priority to this company. read more