My fireplace remote died and I spent easily four months pursuing the East Bay folks who sold me the fireplace, trying to get a replacement. (It was weirdly hard to find the remote online.) Finally I called London Fireplace Shoppe. They called me right back, verified some particulars, found two remotes, and a few days later I could use my fireplace again. I'm still waiting for the other place to respond. Six. Months. Later. London Fireplace Shoppe were super-nice, as well. Hugo said he gets in around 6:00 a.m. and I could come as early as that and that his colleague typically stays until 6:00 p.m. Thank you! read more

I have been wanting to convert my circa 1920's fireplace from wood-burning to a gas log for years and London Fireplace Shoppe made it happen so easily and quickly. Brian provided great info on products and options to suit my needs. He provided plumbing specs so that I could get a gas line installed properly and 2 days later, voila! I am enjoying my morning coffee in front of an easy to start and turn off blazing fire that is keeping my living room so warm and cozy! Thank you! read more

London Fireplace Shoppe - Fireplace Services Near Me - Mill Valley, California

Horrible. Slimey sales people that sell you a unit off the floor before they verify it works for your specific space. Then, once they send their 'guys' out to check your space and it DOESN'T WORK, they charge a 25% restocking fee (even though some units are on the floor, as was the one we purchased. So much work to restock an item thats just sitting there anyways, right?). Claim there is a 'sign' stating this 25% fee, however I was not made aware at any point. Terrible customer treatment as far as I am concerned. The unit and install location compatibility should be verified prior to payment. Buy from here at your own risk. read more

We hired London Fireplace to inspect/clean our fireplace to turn it into a gas burning/artificial log unit. After the inspection he told me I needed to do $3,450 worth of repairs first which I knew was BS. I called another place (licensed contractor) who after the inspection said I had only $325 worth of repairs. In fact, this contractor is doing the all the work including the plumbing for the new gas line for around $2,000. It is quite clear that London Fireplace is in the business of gaming Mill Valley residents. I HIGHLY RECOMMEND you look elsewhere. #rippoff read more

Was really excited about a new fireplace after our recent remodel. Fireplace works great- works wonderfully. But the installation was super expensive and the stovepipe installation looks awful. Looks like they did the whole job with tin-snips: scratched up the ceiling, bracket covering stovepipe whole isn't even cut square. Very ragged. It wouldn't be such an issue if I didn't have to look at it everyday... read more

London Fireplace Shoppe - This was "the best they could do"- pretty disappointing. Now I have to look up at this on my ceiling. It's not even square... - Fireplace Services Near Me - Mill Valley, California

Visited January 2022 and paid in full for a $1700 gas log set. However, when trying to call London back for our sweep, new chimney cap and installation of the logs ... nothing. For weeks! Left message after message. Finally called our credit card company and filed a dispute. Good thing we didn't give London a check! Now that I see the negative reviews, we might not have visited in the first place. We have moved on with another company. read more

Mike is amazing Came to Mill Valley home - cleaned the fireplace and returned to install a fantastic nat gas fireplace - perfect On time, great advice , product was a masterpiece read more

BE CAREFUL! Ordinarily I don't write negative reviews. I figure, eh, the universe will figure out that they suck. I don't need to waste my precious life bitching about a crappy business. But in this case, the owner of London Fireplace's treated me so egregiously that I am compelled to warn you not to use this company. It's ok that they ordered logs instead of rocks. It's ok that the stepper motor was defective and they didn't bother fixing it when they installed it. We had to call them back and pointedly explain to them why the features of the gas fireplace we ordered were not working. What's NOT ok is that when I went in to see why we still hadn't gotten the motor replaced and to find out what it was going to take for them to finish the installation job that the owner literally came out and screamed at me. I was sitting in a bar stool at their counter and he was hovering over me. Spit was literally flying out of his mouth and I was watching his face heat up. I thought to myself, "This bastard is screaming at me. I have to stand up and defend myself." I stood up and told him to calm down. I asked him to see if the part was available. Here's the kicker. It was sitting in their warehouse. I won't bother you with how screwed up their repair scheduling is. That was an incremental botch job. Hey, shit rolls downhill. That creepy owner is the reason the whole place is screwed up. The lady who works in the back actually came out and apologized to me about him. It was apparent to us both that he has anger issues and was completely out of line. All I wanted was my fireplace blower to blow. My contractor had warned me about London Fireplace. I went there anyway. I should have listened to my contractor. He has been wonderful and right about almost every detail in a giant remodel. Live and learn. Anyway. USE ANOTHER COMPANY. There's a rotten egg and he stinks. On a good note, the service guy who replaced the motor turned out to be really smart. It's a shame he as to work for such an asstard. Now I want to say that I hope the owner reads this and understands that he needs to control himself and outsource his scheduling and customer service to someone who doesn't have anger issues. Good luck getting your emotions under control, London Fireplace guy. Your life, your business and your employees would all benefit... as would your family and your customers. You have an emotional issue, dude. I'm sorry. Get it handled. read more

It was time for service on my 10 yr old fireplace insert. The dealer closest to me was non-responsive so i decided to try the next closest which is Mill Valley. I talked to Brian on the phone and went in to see him today. The showroom is very impressive but not flashy; I feel certain this is a no nonsense shop. Brian presented the options in terms i could understand and i opted to have a tech visit my home. I probably just need a servicing of the existing unit but it won't last forever and i feel certain when the day comes, i'll buy my next insert from these people. As usual, I will do a follow up after the technician does his/her thing. read more

We love our London gas fireplace! It heats our living area, is beautiful and we rarely use our heater now. Our only regret is that we didn't do it sooner. The customer service and professionalism was excellent. We took awhile to decide on which model to go with, and each time they were helpful in helping us come to our final decision. Thank you! read more

London Fireplace Shoppe - Fireplace Services Near Me - Mill Valley, California

Mike, from London Chimney Serviced, Inc. is really great. No one could figure out or was willing to figure out what was wrong with our Firepit. Mike came to our home and figured out it was a faulty gas valve. He got a new gas valve, replaced the faulty one, and now the firepit is working again! Thank you, Mike, for your honesty and professionalism! In an era where so many technicians prefer to tell you to replace what you have with something new, it's a relief to find someone who can actually perform a quality repair! read more

The shop is amazing. Far exceeded my expectations and breath of service was unbelievable! From choosing the right units, to final installation. Thank you so much! read more

Based on my experiences, I'd suggest you spend you home improvement dollars elsewhere. I have visited this store twice before purchasing my fireplace from them. In both instances, the guy who runs the shop (not the owner as best I could determine) was incredibly rude. On my first visit the salesman was so engrossed in a conversation with a woman he viewed as a local celebrity that he toally ignored me for at least 30 minutes. When she finally left he was rude and unresponsive (and I'd just witnessed how helpful he is capable of being.... if he thinks you're famous). When I commented that a particular model seemed safter because the screen was positioned several inches away from the glass, he said "you cannot use a fireplace screen as a substitute for responsible parentlng." Whatever. On my second visit he was again rude. I was so mad at myself for spending money at a place that is so disrespectful to its clients that I left without getting my question answered. When we received the unit, it can with some broken pieces. Have contacted London Chimney several times and no replacement to date. read more

What a horrible policy. They will charge you $135 in order to give you an estimate for the cost of an installation. If installation costs more that $750, they will deduct that from the price of the installation. They will waive this charge...but only if you buy a stove from them before they give you the estimate for the cost to install. I wish I could get away with this kind of customer service. "Would you like to order something? It will cost you $15 to see the menu. If you tip me more than $80 after the meal, I'll refund you that $15." That's a sure fire way for me to go elsewhere. read more

They wanted $135 to come to my house to take measurements for the insert they wanted to cell me, stating that it was their way of weeding out the people that weren't serious. This was not the policy with their competitors so I purchased elsewhere. read more

London Fireplace shop installed two gas burning fireplaces in my home. Although it took a bit longer than expected they made sure everything was perfect both aesthetically and operationally!! When I had an issue with my gas which required follow up they dealt with the issue promptly and professionally. I particularly I want to call out the knowledge and expertise of Mike the technician that originally installed the two fireplaces and addressed the issue!! Thank you! Paul - San Rafael read more

I'm very happy with my gas fireplace insert. It looks great. I can't recommend highly enough the crew that did the installation. Alex is super competent, personable and efficient. He also is the one that did my inspection. So I was thrilled that he could install it. His colleague Junior also had great energy. If I ever need anything else from London Fireplace I am going to request Alex. read more

I have been looking for a very long time for someone who could repair my fireplace insert and so far, no one would even look at it. I was beginning to think that "service" was a thing of the past ... "if it doesn't work, buy a new one." Well, not only did Mike (the new technician at London Fireplace) repair it, he did so quickly, efficiently, answered all my questions, and provided me with a world of information about maintenance. He was right on time, courteous, and extremely knowledgeable. What a gem he is! Clearly, this is not his first rodeo. I am so happy with the service that he provided, I have decided to go ahead and have Mike install a gas insert in our living room fireplace. read more

Dave and the team at London Chimney were very helpful in guiding me through the process of selecting a new fireplace and firepit for our remodel. They communicated regularly and made sure I was satisfied before and after my purchase. The installer that came out was very professional and made me feel confident I was receiving a quality product and installation. He answered all of my questions and took extra time making sure I understood how to use the remote. I would absolutely use London for my next fireplace purchase. I am surprised to read the negative reviews because my experience was extremely positive. read more

We have an old fireplace that was bought from this company by the previous owner of the house. Pilot didn't stay on, so I called the company. They scheduled a visit, and finally came. Charged $240 after detecting a gas leak in one of the parts. Stated that they may not be able to find parts anymore, and suggested replacement of the fireplace. And they promised to contact if they find parts. I had to chase them several times to get any further information. And I was interested in replacement fireplace as well. Promises and talk, no action from this company. So I will go and buy a new fireplace from elsewhere. read more

I purchased a gas insert fireplace from Dave and yesterday it was installed. I couldn't be happier. Dave was great and the guys who installed it were on time and did a fantastic job! They covered everything in the living room and cleaned up when they were done. Way to go !!! read more

Dave, Hugh and the group at London have done a great job for me for years. About 5 years ago they replaced a tired wood stove in a master bedroom with a gas stove that cranks out a lot of heart and still works perfectly. Just a few weeks ago they installed an energy-friendly gas fireplace insert for us, and it looks and works great. It was a tricky installation but came out perfectly, and at considerably less cost than other bids I received. read more

We changed our minds a few times and these guys were very patient and helpful. I would absolutely use London again to buy a fireplace. When the wrong one arrived they changed it out quickly. Personalized and knowledgeable service and professionals. read more