My email to Natick Fireplace: My email to Natick Fireplace sums up our issue: I see. Both salespeople my husband and I spoke with were told about the old insert but never discussed removal. We assumed that was included in the price quoted. I called to find out how to get the old insert out enough for the electrician to install an outlet. When we purchased the unit and discussed details, we were told we needed to hire a plumber for gas and have an outlet installed in the fireplace because, as discussed with the salesperson, the old insert had an external plug. The salesperson seemed thorough and trustworthy, so we believed the quote provided. I find it highly suspicious that we received a $200 coupon for buying in September and were charged an additional $200 at time of installation. When I spoke to Mike on the phone earlier this morning, he tried to place blame on me. Then, he tried placing blame on you. Finally, he offered to "come back and dump the old unit in (my) driveway". That's when I had had enough and said he was a jerk. He then hung up on me. This was handled extremely poorly. To place blame on the customer that provided all information is unacceptable. To offer no apology is unacceptable. To try and blame another employee when the manager is the one that wrote up the invoice is unacceptable. I worked in customer service for years. Blaming the customer, who doesn't know the ins and outs of your industry, is never the right thing to do. I'm very disappointed with Natick Fireplace. Melissa read more

Thank you Natick fireplace!!! Some said it wasn't possible to install a gas fireplace insert with our chimney. Others said it would take 6 months due to supply issues Mike at Natick fireplace figured out how to make it happen and Doug and team got everything in no time. We love it!! And appreciate the extra effort!! read more

I am beyond impressed with Natick Fireplace. Mike responded to my request for a proposal and the pricing was much better than the other two. Reading reviews I was worried - but I am so glad I picked them. Price, service, install and customer service 5 star+!!! read more

Natick Fireplace - Installed fast and professionally - Fireplace Services Near Me - Natick, Massachusetts

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Worst possible place to buy a fireplace enclosure. Why the attitude? What the fuck is wrong with them? Went to buy a demo unit on the wall and it didn't come with any hardware to mount it. Nor were they willing to supply any of the hardware. RUDE, they should start a fire in this place without a fireplace read more

Went to the store to learn and buy a gas fireplace insert. The gruff and grumpy slob at the front of the store I asked for help acted like I was both an idiot and a pest for asking about gas fireplaces and the options we should be considering. While the prices and selections looked ok, there was no way I could give my hard earned money to someone so rude and disrespectful. Zero customer respect at this store, they look and talk to you like you're dirt. Not surprised to read these other reviews, if your buying experience is disrespectful you can be sure trouble after purchase is bound to follow..steer clear. read more

Ordered a gas log burner, ceramic logs and custom-made L-shaped fireplace door set. First rate quality and job. Unbelievable results and service. These guys know their stuff and they're terrific. read more

Natick Fireplace - Gas logs and custom fireplace doors by Natick Fireplace - Fireplace Services Near Me - Natick, Massachusetts

Business is terrible, do not buy from here. Bought a gas wood stove from them which looks great but it was an unbelievable undertaking, over 3 months. Their "installation" is them running the liner in the chimney and then unpackaging the goods and leaving them in front of the fireplace. They will connect the gas and the electric if its easy but if they can't they say they are not plumbers and it was not included in the $600 price. If you try calling and they don't answer (frequent) you have to email them. Referred me to a mason who was just as bad. Went in to discuss all the issues and they had me wait 30 minutes before they got to me. I am very reasonable and easy going and I am really disappointed at how bad the experience was. I would have been fine if they just did anything to help me out in the end but the conversation ended with them saying its not our problem. Really too bad because they sell nice stuff. read more

Terrible service, terrible business practices. Went there to purchase a grill to surprise my husband on Father's Day. The salesperson knew next to nothing about the models, but that's ok, I knew what my husband wanted. I purchased a six-burner Weber Summit grill with rotisserie. They were ab to deliver it in two days. Yay! Got my husband out of the house and when we returned, his shiny new grill was waiting for him. Perfect yes? No. Strike 1 - the grill doors were crooked. No biggie, but the guys should have seen that before they left. Contacted the store and after some light back and forth, they came out and fixed them. Strike 2-300 - the rotisserie didn't work. Tried everything. Contacted the store and they said that they have to process the part as being under warranty. What? You delivered a broken grill. Can't you come out and replace the part immediately, or replace the entire grill? Evidently no, according to NF. Fast forward to almost a month later. Still no part, still no rectification from NF. Instead, I received a lecture about how business works in America (hubs is a small business owner and I went to the top business school in the country, but no matter). We have a very expensive grill that never worked properly, and NF blames Weber for being too slow to deliver the replacement part. What they should have done was come back immediately either to fix the part (we would have been happy with that) or replace the grill with one that works. Instead, they have our money and we don't have a functioning grill. We have disputed this charge with our credit company provider. I'd avoid this place if you have a choice. There are more professional outfits around. read more

As a builder I have used this company over the years as we have multiple homes we build in the area. The only reason I would give them three stars is because they have a decent show room and they are conveniently located on route nine. Other than that they do not bring much to the table in the way of professionalism and they are extremely overpriced and I mean extremely. Heat and Glo advertises their pricing online and every other fireplace company I have used will install the heat and Glo unit for the advertise price including installation. Natick Fireplace will be some thousands more then everybody else and the reasoning behind it is because installation and materials are extra. If you have no problem paying an absolute premium I guess there's not a problem. The installation itself is not bad I would give them four or five stars for installation. read more

I went today to look for some green egg accessories and get warranty info. These guys were awesome. Very knowledgeable about the egg and provided some great recommendations. Well worth the drive there, my new go to place for the Big Green Egg. read more

I see a lot of rough reviews here, but I have bought three fireplaces from Craig and recommended the purchase of two others on a commercial project I was responsible for and it was "easy as pie" every time. No high pressure sales, no delays, and on-time, if not early, delivery/install. read more

I am thrilled with my new gas fireplace! I had visited this location twice before I purchased one to make sure I knew what I wanted. The staff is very friendly and do not try to pressure you. I requested a site visit prior to install to make sure it would fit and I'm so glad I did since my measurements were not correct and the insert did not fit. Had I not had that sight view, I would have waited to have a new one ordered. I suggest to anyone ordering one to have a sight view, it's worth the money and piece of mind that it will be done correctly. I had some difficulty getting their contracted installer to call me back with questions I had. I called Natick Fireplace back and they were able to answer all my questions and got in touch with the installer. The installer came to put in the unit today and they were great. They showed up 15 mins early (which I loved!) and were very professional and did an amazing job! I would highly recommend Natick Fireplace! read more

Natick Fireplace - Thrilled with my new fireplace! 11/18/16 - Fireplace Services Near Me - Natick, Massachusetts

Not a great experience, primarily working with the sales guy. Went in wanting to convert a wood burning fireplace to gas, and was looking for info on the options. Immediately felt like my questions were an inconvenience, and he was annoyed helping us. I went ahead and ordered gas logs, but honestly, I kind of felt bullied into a purchase. I immediately regretted buying from Natick Fireplace, especially when I saw I could have bought the gas logs online for the same price. He ignored my emails and didn't bother calling when the gas logs I ordered went on backorder. We got what we ordered, but customer service was terrible. read more

How can people who sell fireplaces be so arrogant and impatient? Horrible to deal with. You feel like you are doing them a favor and wasting their time. read more

A+ service. We bought a Weber grill finally after years of going back and fourth. Mike helps us out a lot with our selection. He made the process easy. We had them deliver it and they took the old one away also. I can't thank their team enough for everything. I highly recommend them. read more

Funny...there's a bunch more 5 star reviews about this place in the 'reviews not recommended' section...I never understood why yelp does that. Anyway, bunch more great reviews about this store, the staff and the service on Google. Be sure to check those out as well, more accurate imo. Have had great experience with Natick Fireplace from the first time I walked in the door shopping for a gas insert years ago. Great selection and knowledgeable staff. read more

Vultures looking for carrion shellac, aka blood money. I had a stove that wouldn't stop running, and a poorly designed starter. They reufsed to replace it under warranty, instead staved off by a compromise to not overcharge for visitis r.e $150 a visit. They did that even defying the terms of mitigation. and are now lying that they say on anyone "We repair Harmman pellet stoves" but to me, it s "Oh we haven't had them or a manager for years". Stay away-this is a business tat even the owner seems to have little interest in running properly. read more

These guys are great! No pressure sales, but they were happy to help. I explained what I wanted, and they did their best to suit my needs. My install of a gas fireplace was tricky due to unusually strict building codes in my city, and they never gave up on me, despite what must have been very annoying for them. Price was good too. I would definitely buy from them again. read more

I wish I had read the other reviews before shopping here.The people who work here are incredibly rude, unhelpful, and unknowledgeable. Truly the worst customer service that I have experienced. They certainly are not looking for repeat business! read more

These guys have the WORST customer service in the whole world. They refused to work with us because we asked questions and they spoke to my wife like she was dumb. These people are the worst read more

After the initial sales/installer stood us up, and we complained, the vendor (Natick Fireplace) found an installer from one of their other outlets, and he came to install the custom painted insert. When he unpacked, the color was all wrong - paint spots looked like a giraffe! Installer agreed and took the product back to Natick. We then drove out to Natick and met Craig, the assistant manager. He agreed that the paint job was unsatisfactory and sent the insert back to the manufacturer. They stripped and repainted the insert, confirmed color quality by email, and returned to Natick Fireplace. Craig then arranged to install and completed the project. It took an extra six weeks, but Craig took responsibility for the problems and ultimately installed what we wanted. I still wonder about the 'every man for himself' sales/installation model - suggest you confirm any appointments - or, better yet, insist on Craig to do the job. He was great. read more

This store has a pretty wide selection of wood, gas, and pellet inserts and stoves, and the staff is reasonably helpful and low-pressure. Almost too low pressure! The wood-burning fireplace insert stove that I wanted is back-ordered until February (I bought it on 12/31 to catch the tax credit), so we'll see how the installation goes. read more

Went here to check out options for a gas fireplace. Was basically brushed off by the staff here. I'm kind of unclear- do they want to actually sell fireplaces? Is this a front? WTF. Will gladly take my business elsewhere. Looking at the reviews it seems like this is a pretty standard experience here. read more

Bought a fireplace from them in August. It stopped working in February and they charged me $150 'travel time' to come fix it under warranty. Such a ripoff. That is added onto the buying experience, where they told me it would be two weeks to deliver and it turned out to be 5. Which meant my contractor that was going to install it went onto another job, and I had a hole in my wall for much longer than I wanted. Would not recommend this store. And watch out, they are related to Franklin Fireplace - so I'm sure the service levels there are the same! read more

Terrible company. Total scam. Avoid. They outsource everything, hang up on you, don't tell the truth, and are bad business people. You would do better setting your money on fire in a parking lot. read more

I am incredibly disappointed with natick fireplace. I ordered a fireplace and I requested they come evaluate the chimney prior to my order, which they declined. After incurring the expenses of the gas and electric they were unable to install the fireplace. I am very disappointed with their services. read more

I am not giving them five stars because everything went perfect with new gas fireplace install. I am giving them a top rating because when we had the typical issues that come up with a custom install they addressed the problem and stood behind their service. I see some negative reviews here and since I think Craig is a standup businessmen I feel the need to make some things clear to other homeowners that may be considering similar work. 1) Do your homework. Take a few minutes and look on line at videos to see what an install entails. Look around your house for issues that might come up like gas line placement (if gas), what condition is your roof, etc. Easy to get upset if someone tells you about problems you could have seen in advance. 2) Its all custom work! I had a simple gas stove put in but I had to plan for my plumber to be here when install happened so line would be in exact place I wanted it. If you are picky like me (which you probably are or you would be at the Depot looking at cheap space heaters) plan on being available on site for the one or two decisions that will make a big difference to you. If it is inserts or products like that know that every fireplace is unique and things can happen. 3)Everybody wants it now. Winter comes about the same time every year and the first cold day is when most people say "Wouldn't it be great to have a warm fire"? Look at the dates of the negative reviews. Not everything works like Amazon.com so it takes way more time and there is way less room for error in the height of the cold season. I would work with Craig again and recommend his store and service.Craig and Mike came and installed my stove so if you are concerned with third party contractors just ask them when they have next opening and wait. read more

Great place! Excellent service from ordering to installation. Craig was right there with two fireplaces, even replacing equipment from the manufacturer. Highly recommended! read more

We purchased a fireplace from them in march. I was very specific with what we wanted. I was assured that the product we ordered would work. But after receiving the product we find out it is not correct. And better yet the design that I was promised would work is not available Anywhere!!!! The only reason we kept the unit is that it was 85% installed when we found out that the front we want will not work on this unit. I would Never buy another thing from this place. Their salespeople do not have the product knowledge needed to sell you the correct product read more

They have quality products, but their parts prices are an absolute rip-off. We ordered some replacement parts for our wood stove from them, and rthen found the same parts online for half what Natick Fireplace was charging us. I won't do business there again. read more

Terrible service. Needed a fireplace remote and called the company that makes my fireplace to ask what type of remote I needed. They gave me the information for Natick Fireplace and told me they could match a remote with my unit and setup. So I called, they told me what remote I needed, and I ordered it from them. Said they couldn't ship it to me directly and I'd have to get it from their store and when I came in they'd give me instructions on how to install it. Fine. Order comes in and I drive to Natick to get it. No explanation on what to do at all. I ask the guy and he huffs and puffs about it and basically says it'll be self explanatory when I open up the front of the fireplace. Alright.... I get home and come to find that it's not self explanatory at all and the instructions in the remote box say "must be installed by a professional". I call them and without really listening just give me a number for an installer they work with. I call that guy who tries to charge me $250 to install it but also says that the remote they ordered for me won't give me all the functionality I currently have with my fireplace setup. So basically they ordered the wrong remote for me. I call Natick Fireplace back and explain to them what I found out and they argue that they ordered the remote recommended for the unit. I say that that may be true but that they didn't ask any questions about my setup and functionality or give me enough information and I'd like to return the remote. They say I have 7 days to do so. Between their awful business hours and the fact that Natick is quite a trek from me, this is a huge inconvenience. But fine, I make it work and get out there within 7 days. Walk in and the people working there are just chatting in the back room. The bell went off when I opened the door but no one made an effort to come help me for several minutes. Overall awful experience. They speak to customers as if the customer is inconveniencing them. If that's the case then I will happily take my business elsewhere. Stay away. Far far away. read more

I normally never take the time to write reviews, but the service/competency level at Natick Fireplace is so monumentally terrible, that I'm telling anyone who will listen. The details of my complaints would take more space than I'm allowed here, so I will do my best to be brief. My wife and I purchased a gas fireplace (log set, and custom doors) in early winter 2009. It is now Jan 2011, and Natick Fireplace has yet to get it working properly. In fact, it currently doesn't work at all. Phone calls to them are always unanswered (seriously, try to call them), and when it is answered, you will be told that it is a busy time, and your service appt will be a month from now. They have been to my house approx 10 times, and cannot figure out how to fix the unit they sold. Go figure. I urge you to shop elsewhere. read more

This is by far the worst customer service experience I have experienced and I highly advise you to never work with this company. Our gas fireplace was not working before Christmas. We contacted them and already had a very bad experience on the phone with them as they are very rude. The technician came the first time for $200 and basically cleaned the fireplace. It worked for a week. We called again and they advise us to order new parts. We accepted and they came 3 weeks later. 3 weeks after the fireplace is down again. We called them and they basically say that we need to order more parts until it works!!! They don't even come to see where the problem is and make you buy buy buy. We said no that the work should be on them, called them 10 times in one week and always asked to talk to a manager. We never got a single call back and of course nobody is fixing our fireplace. We are filing a complaint. They are rude, unprofessional and just want your money. RUN! read more

I bought a Big Green Egg that was delivered last week. They put it on my patio near my house. I moved the Egg, which is in the nest, away from the house to open the top. Everything looked good. Opened the second time to put the grate in and the top just about fell off, hit the clapboard and scratched/dented the siding. Called the store, came out next day to install the cover properly . When I asked the manager to fix the clapboard, he said it was my fault it hit the house when I opened the lid. This is what he was told by his men. Never did he ask me what happened. After I explained what happened, he said nothing. Very different attitude than when I was in the store buying. I told him I was surprised by the attitude and over $50 repair he just lost a much larger sale. He called back and offered to reduce the bill by $50. Told him to come back pick up the Egg. Ordered the Egg from another distributor. I should have read the other reviews first before buying from here read more