I would give zero stars if possible. We purchased a pellet stove from Home and Hearth less than a year ago, and it already has an issue with the sensor or motherboard. A technician confirmed the problem. I went into the store to explain that the stove is under warranty and that I shouldn't have to pay for the replacement part or repairs covered by it. I was also told I'd have to wait six weeks for service, which is unacceptable, especially since we've had to rely on expensive electric heat while waiting for a fix. While I was explaining this, the man identified as the owner walked over and, in front of other customers, said, "Your heat bill isn't my problem." His tone was rude and dismissive. I told him I never said it was his problem--I was pointing out how unfair it is to pay high electric costs while waiting for a warranty repair on a stove we just bought. I even said I might as well have saved my $5,000. He then raised his voice and said, "Your electric bill isn't my problem, and what you're saying is that you think you're more important than other people who have to wait." I told him that's not what I said, that I just expect timely service on a product that's still under warranty. He continued, saying, "This is just supplemental heat, that's your problem," then walked away and dismissed me entirely. After that, the employee helping me also became rude. He said the wait would be four weeks and that I'd have to pay for labor. When I mentioned the parts were under warranty, he said, "Well, I don't know, I'm not going to look at that right now." This entire experience was unprofessional, disrespectful, and unacceptable. The owner's conduct, especially in front of customers, was out of line. I expect immediate attention to the warranty repair and a response addressing the way this situation was handled. read more

Home & Hearth in Cortlandt Manor has mastered the art of wasting a customer's time while taking absolutely zero responsibility. I ordered an item weeks ago and getting a straight answer about delivery has been nearly impossible. I was bounced around between Mike, Ron, Brian, and John--a revolving door of incompetence where no one knows anything, no one follows up, and no one seems remotely concerned. It took five days just to get an update that went beyond the meaningless line of "it's not ready." Promised callbacks never happen, messages go unanswered, and when you finally get someone on the phone, you're met with excuses instead of solutions. Their favorite move is blaming "non-responsive vendors." That excuse might hold water if the people inside the store weren't so astonishingly disorganized and unprofessional. No ownership. No urgency. No accountability. Just finger-pointing and shrugging while the customer is left in limbo. If you enjoy being ignored, misled, and treated like an inconvenience after you've already paid, this is the place for you. Otherwise, do yourself a favor and shop literally anywhere else. There are plenty of businesses that understand what it means to be client-facing. Home & Hearth clearly does not. read more

I have bought gaskets and gloves here in the past as well as Rutland creosote powder. I intended to buy my Vermont Castings Intrepid stove from them and learned they were charging $150 shipping the 3 miles to Buchanan. They never returned my calls when John told me that Vermont Castings were going to have a sale. I contacted Forge and Flame the Vermont Castings new company and they sent my sale coupon to Home and Hearth. John never returned my calls. I was told to send him an email and he would respond to my questions. He never responded. I was very disappointed. They want $500 to install the stove to an existing wood stove platform and chimney. I found Royal Fire Pits in Idaho an on line Vermont Castings dealer who do not charge shipping nor charge NY State tax saving me over $416. They honored my sale coupon also. I felt Home and Hearth was not interested in my business. I went elsewhere. I will buy my accessories from Amazon in the future. read more

Worked with Mike, bought a new wood stove and had them install everything. We had a great experience with the initial sales and install process. Unfortunately, the wood stove they installed was defective and the chimney pipe they insulated drips water down onto the stove when it rains which makes it start to rust immediately (not fun). It took them 3 years to fix the wood stove and the chimney still leaks. John and his service team are hard to get ahold of, will NEVER call you back and you will have to fight tooth and nail to get their help with anything. At one point, I called to follow up and was told that it might be faster and easier if I just try to fix it myself. Going into my 4th winter now without a resolution and I am officially giving up on Home & Hearth. I will pay somebody else to help me and definitely not buy from, recommend, or support this place moving forward. read more

It won't allow for zero stars, they attempted to install a fireplace in our new build, took three days of my husband calling them because when they installed they didn't hook it to the power box, which meant we couldn't test the fireplace to pass code. They told us they were 99.9% sure they did hooked it up to power. They didn't and refused to believe what was obvious. We had to break into brand new sheet rock twice to fix it and it still looks messy due to their lack of detail and technicians install. Customer service was non- existent. I cannot reccoment. Go out of county and get decent service. read more

I buy my wood pellets here. Never a problem. Bags are courteously loaded into my car. That is all I know about this store.

Home & Hearth was fantastic when purchasing my new natural gas fireplace. Mike was very knowledgeable and helpful when selecting a fireplace. The price was fair and the install was extremely clean and professional. After getting quotes from 3 different stores Home & Hearth was the best price and value. read more

Home & Hearth - Kitchen & Bath Near Me - Cortlandt Manor, New York

They have the worst customer service a family business That never fixed my 7000 pellet stove . They are indifferent and don't care and if u call for service it's three months out . Imagine u buy a pellet To warm the house and they agree to come after winter read more

Felt obligated to come on here after reading the reviews and noticing their overall rating Without jinxing myself after 7 years of service I have had no issues with them since I purchased my chimney insert from them They installed and have done yearly maintenance work on it where I'm able to burn 3 pallets of wood pellets during the cold winters Salesman are awesome and the individual who does the cleaning has been the same guy every time and he does a great job of not only cleaning but gives you tips on maintaining especially cleaning it yourself (he pulls insert out and clears flute and takes pieces out and brushes them off) Customer service also is good as they respond to emails and return calls when Messages are left read more

Definitely would not recommend! They are not reliable, not helpful at all . We have purchase number of fireplaces and each time was a problem. They also did not even try to resolve the problem, owner or manager just kept talking over you, basic concept of customer service is not there ! Multiple phone calls took to resolve the issue, and truthfully, you don't need the aggravation when you're spending thousands of dollars! read more

GO ELSEWHERE!! I ordered a glass door for my fireplace which came with a safety screen. During installations it was noticed that the latch for the fireplace screen was defective. It was brought back to the store where I was assured it would be a quick fix. 6 months later and I still do not have a screen on my fireplace. Every call I made to inquire (many) I was told that my screen would be ready in a couple of days... not once did anyone from the store follow up and call me. I am sure at this point that my screen is lost, not that anyone at Home and Hearth cares. I have reported them to the BBB. Worst customer service that I have ever experienced. read more

WARNING! It is dangerous to use this company to install a wood burning stove. Our house almost caught fire last night and they could care less. They completely ignore you, you have to beg them to listen. They never closed out the permit that was open, nor told us to close it out. They never arranged a final inspection - just told us to go ahead and use the fireplace. They were supposed to have a final inspection done prior to our using. The wall behind the stove always gets very hot, but now it has started to smell like an electrical file. I called the Town Building Department and they told me that Home & Hearth knows better and they are coming out in 2 days to inspect and see the damages caused. Wish I had read these reviews before I went there. read more

Home and Hearth did a great job installing my vermont castings encore wood stove, hearth pad and stacked sadona rock ! The installers were great ! He used many levels and measured a difficult install many times to get it just right !!! read more

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First time going to this place and i ordered 6 tons of pellets . The guy in the phone said shipping is $75. They delivered the pellets and the shipping fee was $200. I called them up to see what happened . Talked to the guy. About it and he said he will call me back . Never called me back . Never. going to this place again. read more

Extremely rude employees, with terrible customer service skills. They treat you like you're a beggar wanting services done for free. My mother went in for an estimate for a kitchen remodel about 4 times, and each time the female employee (with the red car) was never there. Each time we came there was an excuse as to her not being available. Then the one time she was actually at work, you wished you never saw her grumpy face in the first place. She was extremely rude and hostile and couldn't be bothered to listen to my mothers questions.she was very much annoyed that we were bothering her when she was at "work." She drove away a paying customer because of her ill mannered temperament. I can't imagine how rude she would be if we actually purchased something and brought the problem up to her. I should have avoided this place based on everyone else's reviews but I gave them the benefit of the doubt . Wish I hadn't. We instead took our business to the neighboring Homescapes kitchen and tile, and they were priced right and our new kitchen looks amazing! read more

WARNING!!! Do not use Home and Hearth. Their customer service is THE WORST I HAVE EVER ENCOUNTERED. The firepit I'd purchased from them wasn't working so I set up a service call. After paying in full for that initial service call, I was "ghosted" by John in the service department. I called every day for 2 weeks asking for John to please call me back to schedule a follow up. No call back. I finally gave up and contacted Fairview Hearthside in Poughkeepsie. What a difference! I received fabulous customer service from professional adults. I would give Home and Hearth zero stars if that were an option. read more

I recently purchased an absolutely beautiful mantel and surround for my fireplace from Home & Hearth. The entire process from ordering to installation was done professionally with the assistance of Sue, Mike and John. I'm considering converting fireplace to gas and will most certainly have it done by Home & Hearth. Barbara R. read more

Home & Hearth - Kitchen & Bath Near Me - Cortlandt Manor, New York

It takes a lot to earn a 5 star rating and HOME AND HEARTH deserves it! From the first phone call, to sales help in the store, to ordering,delivery and set up, they were professional, knowledgeable, flexible, courteous and fun to work with! Go see Mike, Joanne and Mike's younger brother at the store in Cortlandt Manor. We got a fire table there and it is a great new addition to our deck! Thanks HOME and HEARTH! read more

Home & Hearth - Kitchen & Bath Near Me - Cortlandt Manor, New York

We wanted to refinish our family room fireplace - something rustic with stone - to replace the builder standard painted wood trim. While we have purchased door hardware from H&H a number of times, we had not made a major purchase here. The Google reviews frightened us a bit, but we figured we'd at least start the shoppng process at H&H. The staff spent more than two hours with us, running through the various faux stone and real stone finish options, going online with us to look at timber mantles, and then pricing it all up. We went home and did some additional online searching and decided we could not be any happier than with the options we had outlined at the store. So we ordered a solid wood mantle - carved from a section of a chestnut tree - to go with the stacked stone finish and a new solid bluestone hearth. We were told 6-8 weeks. Six weeks later they called to say the materials were available and they would be contacting us to schedule instlallation within one (1) week. We got a call the next day to say they had a cancellation in their schedule for the day after - this worked fine for us so they slipped us right into the schedule. The install crew arrived on time and they could not have been more professional and knowledgable. It took them almost two hours to remove the old hearth tile and underlayment (I had used about 100 screws on the plywood), and they spent the rest of the day and came back on Saturday morning to finish up. The final product is exactly what we had in mind, and we could not have been happier with the products or the service. read more

So I bought a fireplace insert off home and Hearth. I found the people on the sales floor to be quite pleasant and amenable, and the installation was pretty painless and timely. 2 stars for that. My gripe is that when I turned on the fan, I was immediately subjected to a loud clattering noise. I i called and emailed them about it numerous times with no reply. Finally after a year of the clattering noise getting steadily worse I decided to take apart the fan housing and found a large piece of faded cardboard in behind the fan. Obviously left behind during the installation. I emailed them asking for an explanation, with photos of the cardboard. I received no apology, just a note saying there was no fire risk associated with this, and they attempted to blame the manufacturer saying it was a sticker. (Which it absolutely was not, and i find it hard to believe random cardboard in the workings of your fireplace are completely risk free) If you're after a pleasant sales staff who are happy to take thousands of dollars off you then I recommend. If you're after people who could care less about glaring issues after they've gotten that money.... not so much. read more

watch out for this business. I ordered a gas fired log fireplace to replace my old wood hearth. It was bought and installed by my plumber and myself in early January. It was not working at peak capacity and I enquired at the store . They told me in uncertain terms that they would send a tech in MARCH and charge a service fee. This is not the way a business should back up their product especially under warranty. I called the supplyer of the log set and he kindly helped me solve the problem. When dealing with a potentially explosive situation Home and Hearth fell very short. Fortunately I was the only one who exploded! Later I found out that another customer experienced the same problem. read more

The sales force was terrific! They kept me up to date of the supply status. Very easy to work with Very helpful. Supplies were delivered And installed the following working day. I can't say enough about the installers! They were great, all the furniture was covered And the floors were protected And they did not repeat Did not rush the job ! I am very very satisfied with the experience I had with home and hearth. I will definitely use them again for all the projects. read more

Home & Hearth - These guys are great. The sales force kept us updated on the supplys. The installers for absolutely wonderful covered everything - Kitchen & Bath Near Me - Cortlandt Manor, New York

Came in to look for new kitchen cabinet hardware, I spent over an hour in the store trying to navigate the different items. Every time I would ask for the help the customer service rep behind his desk would tell me to bring him a product number. When I asked about finishings he told me my guess was as good as his. If you know exactly what you want fine but if you are looking for any kind of customer service avoid this store and just shop online for kitchen hardware. read more

Home and Hearth is a vermont castings dealer which made stop.in. I want to build the breath and have them install the stove and piping. The had no interest while I was in the store. I asked questions I already knew the answer to and they struggled with the answers. Something as simple and important as the required distance from the stove to the wall. I was told there is no code or standard. I said so the distance between a combustible wall and the back of a wood stove doesn't matter? He says no! (Here screams "youre not giving us the whole job so let me help burn your house down!"). After browsing thru the vermont castings book he finds the correct information. I ask him if I top vent or rear vent does it change the distance from the wall. He replies "you can find most of this information online!" As this is all going on I slice my finger on one of the edges on the stove. I had to ask for a paper towel to stop the blood because this clown didn't have the decency to offer one. When he gave them to me he thwer them on the counter! So I walked into this place with the intention of purchasing a stove, all the accessories and an installation (im guessing 8-10k) and walked out bleeding with nothing. Theres plenty of other vendors out there people. Steer clear of this one. read more

I PURCHASED A Harmom pellet stove from HandH 3 yes ago. HAD A BAD EXPERIENCE WITH CUSTOMER SERVICE.NOW I realize we are in a Pandemic but Was able to get through to them. I EXPLAINED MY PROBLEM was promised a call back because the person I spoke to was not aware of a defect I was speaking about. ANYWAY, the response was the same as last time No Response!!!! A friend told me about their customer service and Franky didn't believe them. WOW THEY ONLY CARE ABOUT SELLING THEIR PRODUCT.They drop you after they receive your money. I Called another Harmon dealer who said they were busy but Someone would call me back .Guess what they did 3 hours later and gave me clear direction. DONT BUY FROM HOME AND Hearth unless you can troubleshoot yourself. read more

Poor customer service! They were scheduled to come service my gas fireplaces (two). After rearranging my schedule and hanging about for two hours on Saturday, I never received a call that they were running late. After several calls to various "departments" (I really wanted to TALK to a person), no one ever picked up my call. I finally left a message and within 5 minutes got a call back only to be told the company JUST received a message from their technician. He was stuck at a job and wouldn't be able to make it to me (I was scheduled between 2 and 4 p.m.). I can understand being stuck at a job, but how do you not keep track of your schedule and call your clients. Their comment was I would get a call Monday to "reschedule". Needless to say - no call yet - it's Wednesday. I guess they don't care about their customers. read more

This company is the worst it's customer service is a joke I had a issue with my pellet stove and called these guys after I had another tech come to check it and told me I should call home and hearth back cause the cleaning they did was non existent the blower was dirty like it had not been clean in years I had home and hearth do a cleaning and maintenance in august so I call them today so they can send some one here ASAP and correct this issue they said they would call me back they never did and I'm here still with out a working pellet stove. Do your selves a favor and don't do business with these guys read more

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I spent a great deal of money to have a gas line and gas logs installed in my house which I purchased at Home and Hearth. A year later it doesn't work correctly and Home and Hearth have no answers to how it could be repaired. Had me get the plumber back - that wasn't the issue and they just shrug thier shoulders. I have shown up personally at thier business many times and have never gotten a phone call back with any answers. They show NO care as to remedying the issue THEY NEVER CALL BACK! read more

I am a customer bought stove from them.Also buy my pellets.I am done.No support so glad I am mechanical they offer no support after you buy the pellet stove,you are on your own.Had a problem they could care less read more

This store has a great selection & is nicely laid out. Those are the only nice things I can say. We got our wood burning stove insert about 2.5 years ago. They carry enough of a selection that questions needed to be asked but I felt as though the questions were a bother - (C'mon, just drop your $4000 & lets get on with it already). When the stove came in, they scheduled a day to deliver it to our house & I was told that they would come back to install it when they had more installs in my area. So this big stove weighing 400 lbs sat in my family room on a piece of cardboard for a few weeks. When install day came, they didn't show up in the scheduled time window, so I called. I was told that they were running a little behind. They showed up hours later. This past winter we had a problem with smoke backing up into our house from the stove. I called the store to ask if anyone else had experienced this or what we might be able to do about it. I was told that was a question for the service dept., they're closed, they'd call me back. Never got a call back. Then, a couple months later one of our blower fans died. We were about 2 weeks from the warranty expiring & the guy my husband spoke to gave him the song & dance about how he'd have to look into our paperwork to see if it would even be covered, we may just have to buy it, not sure what he could do (that's customer service??). The man graciously said he could get it replaced under warranty so we had to go & drop off the bad one & they would let us know when the replacement came in. Weeks later we get the call, I pick it up, bring it home & find out that they ordered the wrong side blower. I'm done. Not going through this again! I feel as though when I'm a customer, buying your product & giving you money, it shouldn't be this hard. Maybe I'm old fashioned but what ever happened to customer service? This place wants the sale & then wants to not see or hear from you again until the next sale. Having to call & speak to someone about any questions or issues is not pleasant, nor are they. read more

The worst service ever! I am surprised they have not gone out of business yet. Employees are very rude and very obnoxious. They don't really know much about their products or seem to really care. They tell you what they want you to hear that has nothing to do with the product itself--they are very dishonest to say the least. Buyer beware.... there are other alternatives that may be further away so please either look on the internet or go to another store. There are plenty of reviews on here warning about this business. read more

This a beautiful store with lots of wonderful indoor and outdoor "fire" options. I have bought two log sets for my gas fireplace over the years. Not cheap - the sets run approximately 1,400. Their customer service is AWEFUL. One week after our plumber installed the set, the remote stopped working. When I called and spoke to Ed, he was completely rude. He blamed the problem on my plumber and the installation. He welcomed me to come in and BUY a replacement remote (not to replace a malfunctioning remote on a set that I had just purchased the week before) and told me he would have someone from their service department call me back that day to talk me through the alternatives. No call came. When I called him back the next day he said their service people weren't working on a Tuesday so he couldn't guarantee they would call me back until Wednesday and was pretty rude. He told me they were busy and short staffed. Clearly they weren't too busy to take money money. You guessed it. It is 4 days later and I am still waiting for that call. My husband was able to figure out the problem and got the remote working again but it makes a weird clicking noise. I am not holding my breath to receive a service call back from them. Rude, insulting and I will never set foot in their store again. If I could give the 0 stars I would. Do business with them at your own risk. They don't stand by their products or their customers. read more

These guys came out to replace the broken thermocouple. That did not fix the fireplace. They came back out (another service fee) to tell me they did not know what the problem might be. I had another company come out to fix the problem. This new company identified that is was the entire thermocouple kit that needed replacing-- another $200. After 4 weeks of calls, Home and Hearth has not been able to track down the part (I had to go back to them as the fireplace company wanted to work through their local dealer. . . Home and Hearth). Their service guys do not get back to me and the VM is full. This is ongoing and if they are able to finally correct and this issue, I'd be happy to update my review. At this point, if you can avoid them at all costs, do so! read more

We had them rebuild our fireplace with a new hearth and stone refacing. It was a big 3 day job and the workmanship was excellent. I am a stickler for detail and found a few minor flaws which is typical in a job this size. They were fixed quickly and I was really happy. I found the service from selecting the the bricks and hearth to the installation to be excellent. The installers were really good, friendly and attentive. In short I would highly recommend them. read more

walked in with 5k cash in my pocket looking to ask a few questions and potentially purchase a stove but no one could be bothered even saying hello! I will take my money and business elsewhere! read more

Employees are rude, insensitive and dont know or care about the details of there product. I stopped in a delt with a misrable old man who was short tempered and showed he really had no time for my questions. Id rather do buisness with a big box store before I ever set foot in home or hearth again. Avoid wasting your time and dealing with unpleasant attitudes. Skip this place read more

Customer service could be vastly improved both in store, on the phone and with their delivery people as well. The first time I went in, it took a very long time for someone to come over to provide help and when they did, I was only shown the higher end pellet stove models. I know this because I came back an hour or so later with my husband and he found stoves 1/2 the price of the ones I was shown and they are just as good as the others, the only real differences being with the thermostat and the overall look of the stove. When I was called letting me know that my stove was in, the person I spoke with had zero idea that they were also hauling away my current wood stove and tried to tell me it would be more money. I told him it should be written down on my paperwork as I had previously discussed haul away with the first sales person. It's a good thing I mentioned the haul away or else the delivery people would have had zero idea. Speaking of delivery people, the delivery came on Saturday afternoon, one man (Angelo) was very professional and pleasant, however the younger guy (Andrew) was THE WORST. I have a garage that can fit two cars, but only has a door for one, which leaves the second half as storage only. Weird, yes, but I've seen it before in other homes. He went on for about 15 minutes about how weird and backwards it was and that, and I quote, "The Polish must have built it because everything they do is backwards." I have NO idea what that even means? How did he know my family wasn't Polish or my Husband's family wasn't? He also told me his Uncle's house was built by the Polish and it's crappily made and it "looks just like mine." Excuse me? He then went on to tell me how is house is 6,400 sq feet and proceeded to ask me how large mine was. How is this any of your business? You're here to deliver a stove. This whole delivery experience left a very poor taste in my mouth, but I decided not to call the store to complain as I figured they wouldn't care based on previous interactions with them. Lastly, I just called a few minutes ago to ask if they had a specific pipe in stock as I need to get two elbow pipes in order to meet the 6" clearance in the front of the stove. The person who answered was rude and fairly unhelpful as I wanted to know if he knew the pricing of the pipes off hand. He said no with zero offer to check in the system or ask someone else. I felt rushed and hesitant to ask further questions as I felt like a bother. read more

They delivered a ton of wood pellets to my home damaging my lawn in the process. Instead of apologizing, they denied it ever happened although it was obvious it was thier large truck tires and the fact that it happened as soon as they left. read more

Ordered a ton of pellets from them, and they squeezed us into their schedule so we could have them delivered two weeks earlier than originally thought. When the day came to deliver, they worked with me to get them placed exactly where I wanted them in my yard. The employees were very helpful and positive. People there have been rude and unhelpful in the past, but these guys were great. read more

Wish I could give zero stars. Customer service is atrocious! Don't have anything go wrong with what was purchased or installed- they will never call you back. It's been a nightmare with them. read more