I had a great experience with The Fireplace Place from start to finish. I went into the showroom twice and worked with Joel, who was incredibly patient and knowledgeable and helped me choose the perfect two-way fireplace with a remote control. My cousin Vinnie came out to do the measurements. he was quick, efficient, and very friendly. Christina was friendly and efficient when scheduling the installation. Today, Bryan and his partner Stephan installed the fireplace, and they were outstanding. Both were extremely friendly, professional, and clearly knew exactly what they were doing. They worked cleanly, answered all of my questions, and the final result is absolutely beautiful. The remote control isn't working perfectly at the moment, but I was told it will be replaced soon, which I appreciate. Overall, I'm very happy with the service, the team, and the finished fireplace, and I would highly recommend The Fireplace Place. read more

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Many issues with this place. Customer service is horrible. After many visits and lies (excuses) they finally got it right. Installation was problematic. Promises not kept until we complained many times. Not recommended read more

Bryan the service tech is hard to get cause he is so busy but he knows his gas fireplaces.

If I could give them negative stars I would! I first went to the Fairfield NJ store 12 years ago and was told by the owner that what I wanted him to install did not exist. This was not true, he just didn't carry it. We are now looking to covert to a gas fireplace and I stupidly went back. He (the owner) bashed my choices, telling me "no one wants what you're asking for, so why would I carry it" and then just walked away to start helping another customer. So nasty...do NOT step foot in this store. I went to a different store in Ramsey (amazing people) and got EXACTLY what I wanted, once again. read more

Horrible service!!! I only gave 1 star since 0 was not an option. They have abandoned completion of my fireplace for months. They left parts around like they were coming back. They don't return calls. They are arrogant. I would think twice before using The Fireplace Place. You are probably better off without a fireplace read more

BUYER BEWARE Mendota $73000 fireplace installed in Jan 2022 by Jan 15th the light went out and was repaired 5 weeks later by fireplace place...three days later the light went out again. Two weeks later we discussed this with the owner of Fireplace Place and they said they would call within a week -but of course I had to call them. At that point they told me there us a known problem with the Mendota FV 44i which costs $7300 all in and the light casing over heats. They said on Feb 17th that they were contacting Mendota-whose factory has burned down so apparently they cannot repair this fireplace- yet. Medota KNOWS THAT THIS LIGHT BOX IS FAULTY YET IT WAS INSTALLED ANYWAY. So essentially we paid for a non working fireplace- the fire part works but the beauty of the fireplace is the lighting as well. Has worked For a total of 14 days out of two months. If I played music with this ineptitude I would be out of business. I woild never sell people a product with KNOWN ISSUES!!! Hoping that Fire Place will REPLACE this ENTIRE unit asap with what we paid for- beauty and heat. Currently we are EXTREMELY DISAPPOINTED! IF the unit WAS $1500 this would be understandable but we bought a top quality product and we expect Mendota to stand behind their product. read more

The Fireplace Place - Fireplace Store - Mendota Fireplace cute but too expensive to not complete work(no light) $7300 piece of junk - Fireplace Services Near Me - Fairfield, New Jersey

Worst Business I ever had to deal with. Called them in January 2023 for Service. Finally came on March 8th. I previously gave them my make and model number; Paid $202 for a service call and they told me that the company (Vermont Casting) is out of business and can no longer get parts. They said I would need new "guts" and would cost around $500. They said they would have the parts in a couple of weeks and would call me. 6 weeks go by and they said that parts are still not in. July comes and I called them again; they said they have the parts and would call me to set up an appointment. Never heard from them. Called in August. Never called me back. Finally got a descent company to make the repairs. No Idea how The Fireplace Place is even still in business. Horrible Steve S. read more

Owner operates as though you're at his mercy. Terrible customer service, very poor follow up and absolutely no sense of urgency. Run, don't walk away from this place. Very rare that I give a business a negative review but don't want to see other potential customers go through what we did. Only reason they are still in business is because there are very few options in the area. The only positive that came from out of this ordeal was the competence of one of the subcontractors that we were forced to turn to after 6 months of waiting for our order to be processed and the work to be scheduled. read more

They came to do an estimate at my home. They never got back to me with estimates even after calling them 3 times. Wasted my time. They do not know what they are doing when it comes to fireplace installation. read more

We recently noticed an increase in soot on the logs and the bricks in our gas fireplace and contacted this company for service. They informed me they would contact a third-party to reach out to me and after waiting three weeks, I called to follow up. I called back again and spoke to an older gentleman who told me bricks are porous and this is normal but he took my name and number and I never heard back from anyone. I did buy my gas fireplace from this company and did have a different company come in and service it and they informed me that the original installation was not done properly. Under normal circumstances gas fireplaces don't need to be serviced on a regular basis and maybe not at all if there are no issues. read more

The Fireplace Place - Fireplace Store - Soot produced by blocked ports covering logs and what used to be clean bricks. - Fireplace Services Near Me - Fairfield, New Jersey

We ordered doors for our fireplace over 2 years ago and still no doors. Continuing to get excuse after excuse from Joel. Trying to be patient, but it's a bit ridiculous that we can't get the product we ordered read more

Nice folks but there customer service needs to be improved. Field service team are great.

DANGEROUS. Not only did they destroy my gas fireplace, they put my family at risk. I am horrified by this company's practices. I wish I had read all of these terrible reviews prior to calling this place. It's one thing to be awful at your job, it's another to actually create a situation that could harm people. Luckily I have taken a number of photos to show the extent of the carelessness and recklessness that occurred. read more

0 STARS!! Horrible experience at this store! The man that was taking care of us for 15 minutes, left us to help another couple that walked in and never came back to help us! Very rude! read more

A pretty simple pellet stove repair became an expensive one with this guy. Avoid him at all cost!

Like Michelle reviewed further down, this review is clearly in the minority but we've had a generally good experience. We love the Rockport wood stove we purchased. True, their customer service skills need improvement but when a minor repair needed to be done to our chimney, they didn't balk at honoring my warranty, it was just a bit challenging to nail them down for an appointment time. I'm forgiving of that as it wasn't a revenue producing service call but they nonetheless did the repair at no charge in about 2 weeks. You'll surely end up with a good purchase but may be challenged working with them along the way. read more

Horrible customer service or should I say zero customer service. I have been there twice in 2 weeks, the first time they claimed to be busy and the second time there were only 2 customers , my wife and I, and on both visits the customer service was horrible. With the way things are today you would think they would welcome customers, apparently they do not have to. read more

Called The Fireplace Place at the beginning of August to diagnose and fix my Heat-N-Glow fireplace upon listed store opening time. Was told the person in charge of the Heat-N-Glow products and repair was busy with another customer and they would call me back later that day. No call back came by noon. I called back and was told that the person in charge was still with other customers but we would be the next on the list. I called again around 2:30pm and got in contact with a male who was upset and said that they had two other people on the line. After I had explained to them that I had been told that I was informed about two and a half hours earlier that I was the next customer for a call back and did not receive a call back he took down my information of my Heat-N-Glow model and phone number and said that he would call back for a part price quote and service. The day ended with no call back. A week went by and no call backs. I called again after the week went by, jumping through multiple calls being told that the guy named Joel was with another customer. Several calls later I was able to get a price quote with another male and said that they did not have the part but would order it and it would come a week later and that they would call me a week later when it would come in to arrange a service date. A week went by and no call back occurred. I waited an additional two days on top of that before I attempted another call back. I was again informed that Joel was in charge and that I would have to get in touch with him and he was with other customers and would get a call back. At this point I knew no call back was coming so I called back every hour. Finally Joel directly picked up before any receptionist and asked what was so important that I kept calling. After telling him that I had placed over 20 calls over a nearly three week period in response to his question so I could fix my fireplace nicely, he rudely asked what my rush was since it was not cold and he questioned the amount of phone calls which I had still logged on my cell phone history. I then explained to him the reason why I needed to fix my fireplace before a certain date which I should not have needed to explain. I then asked if he really wanted my business, which he said that he did but could still not wrap his mind why I needed to get my fireplace fixed by a certain time which was still a month down the road. After being treated like dirt and delayed for nearly 3 weeks he gave me a service date. After some time went by, I had time to think if I really wanted these guys to work on my fireplace? I called around with the price quote of $445.69 to compare to. Found The Cozy Dog. Was received pleasantly by Tony and set up a repair appointment right away. Was informed of the service technician's name (Glen) that would come and if I wished for him to wear booties into the house, and the COVID protection gear he would have on. The price quote was $95.91. She thanked me for my business. Glen arrived within the service window set and quickly fixed my fireplace issue with great customer service. Even cleaned and added new decorative ash, plus moved my logs in a more efficient and aesthetic arrangement. He walked me through every step of the way. Why anyone would put up with the shenanigans and rudeness of The Fireplace Place is beyond me. The worst of the worst hence my 1 star rating. read more

The Fireplace Place - Fireplace Store - This price of $95.91 from The Cozy Dog far beats the $445.69 price of The Fireplace Place. - Fireplace Services Near Me - Fairfield, New Jersey

I bought a unit here 6 years ago. It is currently broken. I called the Fairfield store requesting a service appointment. Was told that they don't directly service the units they sell and that this function is "outsourced" to a 3rd Party. Who would call me...I'm still waiting. I've called several times in the past few weeks. Same story. Unit has been out of commission since early December. The Fireplace Place sucks in every conceivable way. You just get rude clueless people on the phone & non-existent customer service. Do not do business with this place. read more

It is February 23, 2021, the Fireplace Place took a deposit from me back in Oct/Nov 2020. My husband and I had someone out to measure and we visited the showroom and selected a very expensive gas insert - etc. The "owner" called me late one night to hook me in to coming to the showroom -- "I've never been this busy in my life!" he said. Right. I wanted to do the gas-line "by the book" (something about not having my 100 year old Tudor blow up appeals to me). The permit has been sitting with the town for just around 3 months, my husband is now calling United Associates to see what's going on...my husband has a full time job and me as a wife (poor guy) so he really doesn't need this headache right now. Let's just say, I'm annoyed. Can someone PLEASE TAKE OVER and show this company how to run a business? There are plenty of great people out of work and I can tell based on the reviews that this business could be booming if they just knew how to serve their customers. read more

One of the worst customer experience encounter that I came across. Looking to install a fireplace in my bedroom so we stopped here to get some ideas but the GM Joel was nothing but condescending, making comments like I have champagne taste with a beer budget. Was only concerned with my budget, once I told him I was looking to spend between 5-7k, his comments was most of these installed are between 10-15k. Very unprofessional. I'll take my champagne taste to another supplier that's willing to accommodate. read more

Great experience, best pricing and excellent customer service. Joel and Jim made the experience seamless. They were extremely knowledgeable about both vented and ventless logs and were able to explain the pros and cons of both systems. They had a wide variety of log choices. Purchased the Real-Fyre G-19 and they look great and also take the chill out of the room, now I'm able to shut off the heat in that zone. The vent-free have come a long way since my last purchase for my previous home. I would not hesitate doing business with The Fireplace Place, and highly recommend this read more

I needed a replacement part for my wood stove and The Fireplace Place was open (on a Sunday no less), had the part in stock, and sold it to me for a not unreasonable price. So for that service I have to give them an A-OK. In the winter they have everything you might want for rustic heat: wood stoves, pellet stoves, gas fireplaces, fireplace doors, screens, fire tools etc etc. Nothing's cheap, wood stoves are luxury items in this part of North Jersey. This place doesn't make a good first impression when you drive up, but it has been around for quite a while. We bought that stove from here back in 1997. We were not exactly wowed by the customer service back then, but it ain't fair rating them on something that happened 17 years ago LOL read more

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Great selection, excellent service, on time delivery and a perfect installation. We could not be happier with the mantle we purchased for our gas fireplace at The Fireplace Place. Joel, Andrew and Bobby were wonderful and the mantle makes our living room so much more beautiful. read more

The Fireplace Place - Fireplace Store - This mantelpiece was recently installed by The FirePlace Place. - Fireplace Services Near Me - Fairfield, New Jersey

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Rude, obnoxious and the customer is always wrong. Stay away from these jokers unless you like being treated badly. I have never run into a more inconsiderate group in my 65 years. Unfortunately, you cannot give negative stars on yelp or I most certainly would!!! read more

Definitely a place that wants to sell you things not actually help you with what you have. Don't go there looking for a part because they'll try to sell you a whole new log set or fireplace or even a mantle. Just a bunch of salesman that I wouldn't give a dollar too. read more

Rude does not even come close to the experience I just had there with Joel Dolberg. He started the conversation by commenting on the cheap nature of of my fireplace cover that needed only the glass replaced on one panel and proceeded to upsell me on a brand new door. When I said that I wanted just the panel replaced he immediately gave me attitude and treated me horribly as if scolding a child that did something wrong. I asked for the name of his manager and he gave me what turned out to be his own card - class act. Unless you plan to spend thousands there, expect to be treated like garbage. I would highly suggest that you take your business to someone who treats people kindly without a price tag attached to it. What a terrible experience and what a rude, obnoxious, disrespectful guy. read more

What an overpriced joke. I also would not trust their word or knowledge. They will tell you what you are buying from them will work for you... until you take delivery. Then the amount of work needed and overall price is at least doubled. They don't mention these things until after they deliver their goods forcing you to either pony up more money or pay them to come pick the stuff back up. Stay away from this place. Try Cozy Dog( Because Light my Fire is even worse). read more

Stay away from this place. They were referred to me because they & 1 other place service the brand of fireplace I have. Called in November & first Available was in February. There was a problem with my remote. The guy came cleaned it out & said he had to order a remote & will come back. He said they don't make the remote we had anymore but one with a blower which we didn't have. Since we had to order a different remote we decided to order the blower with it. The guy said he would come back on Friday at noon & he never showed. I called the number & was furious. They rescheduled to come back the following week. The guy started to install it and said we had a short in the system and we needed to change the electrical connection. He called the electrician who came several days later fixed the short saying we did not need a new remote. This place does not hire their own employees but uses 3rd party to dispatch people. Would never recommend or use them ever again. The first guy should have tested if we had a short. read more

There is a reason this place has 2 star ratings. Don't bother calling, they are a scam place. Most of the fireplace services are booked out for a while. Not this place and that is because they are scammers. First off, the people they send to you are not employed by this company. They are independent contractors. These people make money by charging you a fee to look at your fireplace but then never calling you back to complete services. Don't get desperate and call this place. Think about it, they charge you $180 per visit and then do NO service. So they come to your house, spend ~ 30 minutes or so and leave. Can you imagine if they do that 5x per day and multiple times per week! If you call the main number to ask questions or to get help to schedule an appointment they will literally tell you they can't help you. You have to call or text the person that came to visit. Of course that person doesn't care. They already scammed you and are onto the next person. Please call another reputable place. You may have to wait a bit longer but it will be worth it. This place is fraudulent. read more

I'm in the minority here, but we had a terrific experience with the Fireplace Place. I believe we worked with Jim, who was super helpful and didn't try and upsell us on anything. He showed us exactly what we needed and what would work best to convert our wood burning fireplace into gas. They handled all our paperwork, including permits and got everything approved within the time frame promised. Mickey, was our installer, and he was as nice as could be, not to mention super knowledgeable. He offered to come back after our town inspection so we could have the unit working for Thanksgiving. It was really kind of him to arrange his schedule to fit us in like that, during an already hectic and short week. He also was able to come in time to make necessary adjustments prior to inspection. We have been in love with our gas fireplace since converting and had a very positive and pleasant experience here. I will say, when we in the showroom, there was a sales guy there who seemed to be aggressive and even tried to hone in our sale by making comments to get a bigger more expensive unit, and I get where this could be a turn off for customers. Thankfully we had a great experience, despite having read the negative reviews; and I suggest people giving them a chance if they need help with their fireplace, etc. read more

I went there in June and look for a wood burning insert. They provide me with a price estimate which seem acceptable, not the cheapest. Then, they require you to pay them $100 to have someone to come to house to measure and make sure. I did that. On the day, the guy claimed he has emergency. Both my husband and myself took a day off for that and not happy cancel 2 hours before he supposed to come. He agreed to come and kept on talking about himself and his legs. Then, I did not hear from him. After three weeks, I called and he was upset and did not even know what i am looking for (to extend the height of Chimney liner due to addition). He was rude and not helpful. Never again. What a waste of money. The guy in store is okay. read more

Worst customer service ever. Please don't bother going there. Stopped by for problems with fire place. I spent an hour to set up a service appointment and was told that the service will be scheduled in the next 2-3 days. Of course, no response then a week goes by, I called again and they said with attitude that they don't do the service but may refer out. Good luck doing business with them. read more

The Fireplace Place - Fireplace Store - Fireplace Services Near Me - Fairfield, New Jersey

My appointment was scheduled and, after 30 minutes of a no-show, we called the store and were told we'd have somebody out here soon. 30 minutes LATER, we called again and the owner, Joel, seemed shocked no one had shown up yet. 45 minutes LATER, Joel showed up and said Mike, the person who was supposed to be here, was somewhere else. Now an hour and 15 minutes late, Joel came in and took a look at our fireplace, then went 1 block over to look at my future father-in-laws fireplace as well. Two appointments to get work done - an opportunity for two sources of revenue. Joel assured us we would get an e-mail with the quotes in 'a few days'. After 'a few days', we called and e-mailed Joel for a follow-up and received no response. after 'a few MORE days', we tried both again, with the same result. It has now been 2 weeks and we still can't get anyone to return a phone call. It's an embarrassment to do business this way... I hope, if you are reading this, you are able to find an alternative location to fit your needs. read more

I am so grateful for the exceptional customer service I continue to get each time I go to The Fireplace Place. Owner Joel always remembers me with a great smile and meets any fireplace needs as quickly as possible. I read some people don't like his prices - well then they don't understand superb customer service and support. And, frankly, apples to apples - his prices are extremely competitive. I would never go anywhere else - I have two fireplaces that they outfitted and am now building a new house with the purchase of yet another Fireplace Extraordinarie which has saved me thousands of dollars yearly on oil heat. Joel told me "it's an amazing fireplace." And he was right. Buying my second one from this great store. Thanks Joel and your team of service. read more

Joel was amazing. Can't recommend him enough. Our house looks amazing and WARM! Moulding isn't quite done in the photo but the fireplace is perfect! read more

The Fireplace Place - Fireplace Store - Fireplace Services Near Me - Fairfield, New Jersey

Should have read the reviews about the customer service before going there! Luckily, after not getting any returned calls or text, I cancelled my order and went elsewhere. Must be great to be able to be that non-responsive to potential customers! read more

For the start of walking in the store to the finish of lighting my fireplace The Fire Place staff & owner were great. Knowledgeable, professional & accommodating! I would highly recommend them! read more

Despite reading negative reviews on Yelp, we decided to try this place anyway because the location was convenient. The owner could not have been more obnoxious, loudly reeling off a string of prices and telling us that what we needed would be ten thousand dollars. We thanked him and left and then went to a second place that knew nothing. Finally we went to a fabulous third place on Rt. 17 in Ramsey with a beautiful showroom and many people to help. And, guess what? We could do exactly what we wanted for under 2000. Don't waste your time here. read more

Truly amazing this place is still open. The worst customer service I've ever encountered. After several calls and trips there, I gave up and will never buy from there again or deal with them for any reason. read more