Had a great experience with the Fireplace factory on our wood stove insert install. The turn around time was as expected for a few weeks but came just in time to use it for February. I have been heating the house on only firewood since! Would highly recommend checking this place out of you want to improve the efficiency of your fireplace. read more

This company never answers the phone or calls you back. Make you pay 100% in advance and took an entire year to finish a simple project. The mantle was damaged, the marble was damaged , they cut our carpet too short and soot blew all over our home with 2 small children to name a few of the many problems. They sub out literally every aspect of the work. The experience was awful in every way possible. The finished product is nothing like what is in the showroom. We felt scammed. read more

GREAT PRODUCT! GREAT INSTALLERS! HORRIBLE FOR THE REST! The ultimate gas fireplace insert was well installed, looks great, and works great. The installer were outstanding. However, the opposite was true for the sales process and project management. The sales person agreed to things that weren't delivered. The project management was horrible with very poor communications. I had to even remind the project manager to schedule critical tasks that hadn't been scheduled. The insert had a part that apparently was either not available or they used the part for another customer. They kept saying it was on next week's truck - and, of course, it wasn't. They even tried to schedule the install earlier than originally planned, even though they knew the didn't have all the parts. This was all about doing things at their convenience, not delivering parts and services as agreed and committed. read more

I had a fantastic experience with the Fireplace Factory. They were extremely helpful in guiding me through the selection of the perfect fireplace log set for my existing fireplace.Their customer service was excellent-friendly, knowledgeable and responsive. Evry phone call was returned quickly, and they made the entire process smooth and stress free. They coordinated seamlessly with my plumber, National Grid and the Village to handle all necessary permits, which saved me a great deal of time and hassle . I truly appreciate their professionalism and attention to detail. I highly recommend The Fireplace Factory to anyone looking to upgrade of install a fireplace! read more

Despite a few set backs mostly from the contractor the team at the Fireplace Factory delivered a beautiful finished product. I cannot say enough for the install team who were highly professional and did a spectacular job. They were the only workers who put booties on and respected our living space. Not to mention their attention to detail to make sure the fireplace was cleaned and ready to go. They communicated effectively and after the parts came in they came back to finish promptly. Would highly recommend Mike and his team. read more

The Fireplace Factory - Finished fireplace - Fireplace Services Near Me - Bohemia, New York

We recently had a fireplace insert installed in our home and we cannot say enough how wonderful the experience was! The whole process ran so smoothly... everything from the purchase, to the plumbing, to the installation! Everyone was professional, proficient, and friendly! HIGHLY RECOMMENDED! A+++ read more

We went to the Fireplace Factory and placed a deposit on a fireplace of $500. Based on our renovation being delayed we have to wait on this so we went back to get a credit for our deposit. We were told we would receive a full refund in a few days but when we received it we noticed it was short $15. I called to review and was told that was the credit card fee. I asked why we would be charged a fee for a deposit as no purchase was made and was told I would be contacted.I was never called or responded to after 2 inquiries. That fee is warranted for a purchase but no reason to keep it after a deposit is returned. Larger issue nobodt bothered to call or address my concerns. We were going to spend close to $6000 on a unit when ready but now that money will go to another company. This is not about the $15 but about this companies inability to resolve or even take the time to review with a potential customer read more

On 10/10/2022 My wife and I purchased the top of the wood-burning fireplace inset from the Fireplace Factory. Our salesman, Zack guaranteed the unit would be installed in 8 to 9 weeks from purchase. As of today, no insert. in fact Steve the project manager wrote me the other day (text) that the unit probably won't be in until EARLY NEXT YEAR. the insert with installation costed me just under 10 grand. I told Steve if the unit was not installed by the end of this month I will demand a refund under their guarantee policy, Mind is a long story and I will let everyone know how it ends...in fact, I will post every day. The worst thing is the constant lying on their part. Even the smallest thing they lie about. Even Brittany who answers the phone lies. She says she passes messages through but doesn't. My advice to all is drive right by this pl on Lakeland Ave unless you enjoy being played as a fool. Joseph Noto. read more

The Fireplace Factory - I can't even use my fireplace as a fireplace this winter because I took Zack and Steve's advice. More on that in future posts. - Fireplace Services Near Me - Bohemia, New York

Like all the other reviews...HORRIBLE CUSTOMER SERVICE. We cannot get the service department on the phone. Instead they will only text like a 12 year old. They sold us a fireplace with a faulty heat shield that melted a wire and now it's not working. Been trying to get this fixed since October. We already took a day off from work. And they keep coming up with excuses why they can't get the part to us. They were supposed to come Wednesday but canceled. Then texted to say Thursday. They called us at 5:15 to say they wouldn't be able to make us. Thanks captain obvious. Of course they're closed the next four days. Nice stuff but good luck if you have any problems! read more

The Fireplace Factory were very helpful, knowledgeable and professional. They gave me plenty of options to determine what worked for my setup & stay within budget. Their installation techs were true professionals, very considerate during the installation at the house & very courteous. I highly recommend the company. read more

Horrible service. Make multiple appointments and take off work only to have them not show and basically blame you because they never confirmed. Electric Fireplace never worked and needed replacement parts. Definitely go to another company that keeps their word. Who ever works in store making appointments has no clue whats going on. Beware of using this company! read more

They have a beautiful showroom and knowledgeable salespeople. However,, we are now 5 months into the job and have no working fireplace and cannot get a straight answer as to when they are coming. I am well aware that some material is hard to get but I was told that they had everything 4 weeks ago and still no date to finish the install. At one point during install, they missed 3 appointments. One was for rain but they didn't even call to let us know. They also damaged one of the panels themselves and left without even mentioning it to us. We had to call them to find out. Beyond frustrated at this point. Especially after finding out from a neighbor that they had similar issues with this company. read more

I Purchased a ravelli Pellet stove from them. I cannot say it enough how incompetent they are. The workers and Norm. Do not use them go somewhere else !! You will be sorry !! I have already taken them to small claims court and won. Unfortunately Norm appealed the case - which he has the right to do. He showed up with an attorney, I showed up by myself with a contractor who installs pellet stoves & has 20 years of experience in the business. I presented my case & cross examined Norm. Also his attorney cross examined me. It was a long drawn out day. The trial lasted a few hours. I am still waiting for the verdict. I had to become an expert in Ravelli pallet stoves. There were so many things that they did wrong. I'm going to try to attach photos I don't know if I'm able to. After they I discovered that the stove had no baffle plate. The baffle plate is to protect the heating pipes every pallet stove are supposed to have one. I contacted Norm and all he did was constantly argue with me I have emails and everything. I could just go on and on. But I can tell you this with all my heart don't use them !!! Well I have an update I received the verdict and I won the case. They still have not paid me. I am going to pursue all legal ways of obtaining money from them they are thieves and they are unethical you will be sorry. read more

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There are so many purchases in our lives that my wife and I have buyers remorse over ... this is certainly not one of them! We couldn't be happier with the quality of our fireplace, the installation of our fireplace and the professionalism and care of the team at the Fire Place Factory. Our coffee time in the morning and at night is all the more enjoyable sitting in front of our fireplace!! Highly recommend this company to everyone!! read more

1/29/21 Ordered a propane fireplace and was told that there's a delay and I told them I'm willing to wait 3/10/21 Norm called me saying that they have my fireplace coming soon and we can do the install soon 4/2/21 Norm notified my propane company that they have nobody to do the installation until 5/3 Got a phone call from Norm the same week to schedule 5/3 for installation 5/3/21 Did not get confirmation call the night before. Called at 10am was told that my installation is actually 5/5 and Norm is not in the office. Asked to leave a voice mail Norm called back at 3pm and confirmed my installation on Wednesday Norm called again at 5:30pm and said they have to move my appointment to Tuesday or Thursday I asked Norm why can't they just stick with their schedule? I have been moved 3 times and I had to call to find out that I was moved. I don't want to go back to my supervisor for the 3rd time to change my day off this week. Norm's reply is "This is how contractor works" I asked if he's sure that they will come on Thursday and he says he cannot promise anything there's no guarntee. He will call me Wednesday night to confirm. 5/5/21 Supposed to get a confirmation call for tomorrow's installation. Fireplace factory is closed at 6pm and it's 6:30 now. I still have not received any phone call read more

Terrific experience from the beginning - David was so helpful and patient with us as we couldn't decide on a style but landed on the St Cloud from Funda-mantles. Steve took over once we made our decision and was always very responsive as we tinkered with the design. The installers were great to work with- it's been a long time since I could say that I had an awesome experience on a project like this. Thanks is to all - next the marble to cover those bricks! read more

Difficult and Argumentative. They make a lot of mistakes and always say "It's your fault." Forget the old expression that "The customer is always right." They don't stand behind their product. Buyer Be Ware is their mantra. Don't deal with Norm. read more

Highly recommend Fireplace Factory. We purchased the wood burning insert and not only does it look amazing, but it is heating our whole home! read more

I would NOT do business with this company. You have to pay in full & it takes 3 months to install a fireplace. Steve the "project manager" can't manage a project. The communication is horrible & we spent a lit of money & are NOT happy. read more

We are very happy with our new electric fireplace. Thank you Norm the owner and Installers Brayden and Brian. read more

This place treated me good. I ordered a fireplace with Rich, and left a deposit. The one I wanted ended up not being available any longer, but I was able to find it on eBay, so I bought it, and they gave me a prompt refund of my deposit, even after they had come to my home to do a site check. If I need something from them in the future I'd be happy to go back. read more

I agree with many of the other reviews here. TERRIBLE CUSTOMER SERVICE. We had our gas fireplace installed in September which worked only a couple of times. We have had the hardest time to get someone on the service line with little no response. We've been given the runaround trying to get a service appointment to no avail. Lots of excuses from them. Two months later....and NO ONE will return phone calls. At this point we are forced to look elsewhere for service. They do NOT stand by their product. DO NOT USE this company. read more

Met mike on a Saturday, picked out a fireplace , and made a deposit of over 6,000 dollars on an 11,000 total purchase . Process went well with mike on that day . After 3 weeks and a dozen of frustrating phone calls to norm there so called installation manager/ owner a site visit was scheduled . A representative finally arrive after 3 separate time changes throughout a 2 day period . He looked at the fireplace for 2 minutes after realizing that the fireplace that was sold to me can not be installed . At that point , after almost 4 frustrating weeks I spoke to mike for the first time since I bought the fireplace and installation . I expressed my many issues with the installation dept , explained that i was told that the fireplace sold to me can not be installed , I requested a refund . He seemed to understand and requested me to send him an email explaining my request . I did what he requested and received an unexpected conference call with both norm and mike . The call was very uncomfortable and very conversational on there part . I asked several times for a refund in which I was denied . I reported them to my credit card company and awaiting a response . I do not leave many reviews but felt an obligation to warn customers about this company STAY AWAY !! read more

The below statement was posted on Facebook and was deleted by the owner, Norm of the company. I tried to re-post it, however he has removed my privileges to post. He responded to my initial post and I also responded with proof that my log set was installed. Once he saw that, he deleted everything. Such a sorry excuse for a business owner. What a horrible experience with this company. After purchasing a home with my first fireplace, I was very excited to get a gas log set. Unfortunately, dealing with this company took away my enjoyment and has only caused me aggravation and stress. Norm, the owner is immature and unprofessional and does not guarantee his products like stated on his website or given at the time of purchase. After spending $2,400.00, I am very unhappy with the log set that I purchased and requested a refund. Although their guarantee states that a product can be returned within 60 days for "ANY REASON", the owner Norm is refusing to give me a refund and I am only 30 days in. On top of that, the salesman that I dealt with, John has left the company as of today.....not surprising because if Norm treats his employees the way he treats his customers, I would leave also. There are so many other fireplace companies, please save yourself aggravation and go elsewhere. I have filed a complaint with the BBB and if you look on their site, you will see other complaints as well. STAY AWAY if you want to enjoy your fireplace and shop elsewhere. read more

Very happy and satisfied with the installation of my pellet stove especially the service technician chris who is very professional and knowledgable. my experience with the fireplace factory from sales,installation to customer service has been beyond expectation i highly recommend this place if your shopping for a pellet stove or fireplace. read more

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I am amazed at how smooth the installation went on this super efficient wood burning stove. From the salesman to the installers, nothing but professionals. They have such a positive vibe and it makes you feel like you can do anything. They use only the best materials and the installers were well trained by the manufacturer. I also purchased a hot tub from them and had the same positive experience. If you want to transform your home into a "mini oasis of bliss" without any problems, go to the Hot Tub factory, you will be happy you did. SMOOTH AS A JAR OF SKIPPY! :) read more

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I wish I could give this company less than 1 star!!!! ABSOLUTELY HORRIBLE in every way!!! Norman is a scammer who tries intimidation tactics, he is not a nice person. STAY CLEAR OF THIS COMPANY. Here is my story...I was inexperienced with the process of purchasing an electric fireplace, these people picked up on it and went to town on me. I was billed double the price compared to every other fireplace company, I was foolish to have done business with the first place I inquired in. Christina appeared friendly and eager to help me work within my budget, the initial price seemed reasonable but she said Norm would have to visit my home to finalize the price. I had to leave a deposit for Norm to visit my home!! first mistake I made!!! Who asks for a deposit before visiting a home to provide an estimate?? Foolish me gave them 1,000 deposit to secure a visit from Norm. Another very sketchy move was that Christina did not want to give me a paper with the breakdown of the quoted charges per item, she probably figured I would compare her pricing to others and decide not to use them. Christina wrote the charges on her notes when we were in the store negotiating price but she would not give me anything in writing. She did give me a contract with the breakdown of the charges but only upon me committing to the sale....I feel so scammed. Norm came to my home and we discussed the vision I had for above the fireplace and various other details such as size of the hearth, mantle design etc. I'm going to write the short version of a very, very, very long and grueling ordeal. For starters they charged my credit card more than I had authorized, they hired an outside company to do the buildout. This company removed my crown molding and never put it back, they also left all sorts of debris from the construction inside the opening of the fireplace which went unnoticed until the fireplace didn't work and they had to pull it out and that's when I saw all the wood, nails etc. left behind. They left the bottom of the hearth unfinished. They sprung on me that spackling and taping was not included in their astronomical price so Norm offered to do the work for another $600! I refused and had my husband do it. They cut the marble surround too narrow because they did not factor in the arch of the mantle! This delayed the install. Weeks later they finally installed the marble surround but now the logs came broken, weeks later they sent new logs and those too were defective, a 3rd set of logs came and again they were defective. THE WORST PART OF THE INSTALLATION WAS WHEN MY HUSBAND INSTALLED THE BRACKET TO HANG OUR 60' TV AND WHEN HE HUNG THE TV IT WAS CROOKED...WHY WAS IT CROOKED? BECAUSE THE MANTLE WAS NOT LEVEL AND THE BUILD OUT WALL WAS WAVY - ALSO NOT LEVEL!!! MY HUSBAND HAD TO UNINSTALL THE BRACKET AND REINSTALL THE BRACKET CROOKED TO COMPENSATE FOR THE UNLEVELVED MANTLE!! No one took us serious until we placed a level on the mantle and took a picture of the level showing it was more than 1" off!!! This project was a total HORROR! Oh did I mention the remote didn't work and the fireplace insert was defective - the LED light was showing because the trim around the insert was too short!! It took a lot of begging and pleading to get someone to examine this until finally they acknowledged it and ordered a new insert. Meanwhile its months later and the remote was still not replaced. Norm had the audacity to try and convince me that I had to make several attempts to get the remote to work and that "it is what it is"...who says this?? A remote should work each time you turn the fireplace on and off! Norm is the pushiest, nastiest person I have ever done business with. It took me FOREVER to get these things corrected and bottom line I was left with a crooked mantel and paid double the price compared to other store front companies. You may think this review is being exaggerated...I assure you it is not...I am not one to take the time to write reviews but I felt this could not go untold. A good recommendation is Ocean Stone & Fireplace - Victoria is awesome, I wish I would have found her first unfortunately I went to her to compare pricing once I started feeling scammed by Norm. Ocean Stone & Fireplace gave me a quote 1/2 the price of what I paid these crooks. STAY AWAY! read more

They did eventually call me back and arrived timely for the appointment. The guy who came knew the unit well, knew exactly what was wrong and fixed it quickly. He also offered suggestions for lava rock and rock wool to enjoy our fireplace even more. It was a bit pricey for the repair, but we were very happy with the outcome, I can sit by my fireplace with a glass of wine and a good book. read more

Norm and the team did an outstanding job with our fireplace makeover. Everyone from our first sales / design meeting and all through the installation was prompt, proactive and professional! Very happy with the results! read more

They don't clean chimneys although they clearly state, "We offer chimney cleaning services..." They recommend a guy who only does it in the late summer (because, according to the guy himself, "I have a summer job.") Welcome to the bizzaro world. read more

We visited the Fireplace Factory with the hopes of purchasing a Fireplace Insert. The salesman who helped us started off with "I assume you guys aren't looking to spend a ton of money..." I have no idea what drew him to that assumption, apparently we look poor? We showed him pictures of our fireplace and the measurements of our firebox and he told us that it would be impossible to install an insert in a firebox as small as ours. We went ahead and called another company and explained our predicament and the owner himself came to our home to give us a free inspection and estimate. He has since installed a beautiful fireplace insert that works very efficiently. So much for it being impossible. I'm sure these guys do great work, but I was turned off by their customer service. read more

Joyce M Very happy with the insert. All the employees were very helpful answering all my questions and explaining everything in detail to me. I would definitely recommended the fireplace Factory to friends. read more

Purchased and had my new beautiful gas fireplace by the fireplace factory. We love our new fireplace. The staff at the fireplace factory were knowledgeable, courteous and professional. The installation crew did a great job and helped me troubleshoot a small problem I had at first and stayed in touch with me till the problem was solved. I highly recommended them. read more

We are extremely happy with the gas fireplace they installed. Easy to work with and very accommodating with our design ideas. Would definitely recommend to anyone interested in a fireplace. read more

I bought my lopi cape cod wood stove there 2 years ago. I shopped around for a while and found the perfect stove for my needs there. The sales reps were very informative and purchasing process was very easy. They even were able to finance it. The installers were amazing, very courteous and cleaned up after themselves. Stove has worked great so far and any problems I've had were fixed by fireplace factory. I have and will continue to recommend this company to any of my friends and family when buying a stove or fireplace. read more

I have had the worst customer service experience I have ever had with this company. It has been over 4 months since they started my work and have not completed the job. I have called them time after time and have not received any satisfaction. They tell you they will get back to you and never do. I call them week after week and all they have are excuses for not getting back to you or they say they have problems with contractors. Do not pay them up front because they will take your money and ignore you. Please be aware. I do not post negative comments about any company or person, however, they have done nothing to resolve the incomplete work. read more

I went to 5 different fireplace stores before I found one that I felt I could trust to design our fireplace. Mike was great. His suggestion for the mantle made the room. They were neat, fast, and meticulous. I was very happy with their work. read more

We hired The Fireplace Factory to install a gas fireplace this fall. From beginning to the end of the installation, The Fireplace Factory and crew were incredibly timely, detail-oriented, responsible, and a pleasure to work with. They were professional and their craftsmanship was excellent. Would highly recommend! read more

Great selection and helpful staff. We purchased a fireplace from them and rushed into the decision (no fault of Fireplace Factory). We realized we still weren't sure exactly where we wanted to put the fireplace and were unsure about the model we selected. Fireplace Factory let us cancel the order and was very understanding. We will definitely be going back there when we are certain of exactly how we want our fireplace set up in the future. Couldn't ask for a better staff or selection. read more

I called this company as my gas insert was not turning on with a remote. The tech showed up at the tail end of the service window, lit the pilot light manually with a lighter and told me that was the issue. He logged 20 minutes despite being at my home for 10. The next day, my fireplace insert stopped working again- same issue. My husband called the company and they couldn't fit me in for almost 2 weeks. They were supposed to arrive today before noon however no one arrived. At noon my husband called the company to find that a tech was no longer coming and could "perhaps" come later in the day. A courtesy call would've been nice considering I took a half day from work t stay home for the tech. So far very unsatisfied with their work and their customer service. Hoping when a tech does finally show up to my house that he will actually be able to fix the fire place and it stays fixed for more than 8 hours and that he doesn't falsify his time records again. read more