Wish I had read these reviews before shopping here. Don't believe this "under new management" garbage for a minute. We ordered a fireplace screen from them in October with the promise of "two weeks." Thanksgiving has come and gone, and now we're virtually in December with no sign of it. The people there sound like they're on drugs. Two weeks after "ordering" the screen, we get a phone call from one of their people asking us for our credit card number and dimensions again. What?! The guy says, "Oh, uh, there's like a Post-It stuck to your order with some CC number on it. Maybe it's yours?" He assures us that the order was really placed. Yeah... Then two weeks later, we call again. Response: "Oh, uh, that's a custom order item. It never takes two weeks. But maybe I should start saying like, uh, four weeks, because then people won't be disappointed." Huh? And you'll always get a healthy dose of "Uh, my computer's stuck. Huh. Hmm. Hello? What?" Last week: "Oh, that's supposed to ship Monday. Will be here Wednesday." Nope. Charged credit card weeks ago, by the way. Hope they're enjoying our money. Save yourself a headache and order directly online or something. Don't ever, ever waste your time with these idiots. read more

Purchased a Ducane Gas Grill ($750 +) from this company which had a two year complete warranty. Parts started going south after one year. They do not provide warranty coverage, you must contact the manufacturer. Ducane will only provide warranty parts with a copy of the original sales receipt (Even though I had registered it with them after purchase!). I could not find mine, so I asked Woodburners to give me a copy of the reciept, and they told me they were not able to provide one. Thus after one year the most expensive grill I had ever purchased was worthless. I managed to go up the corporate ladder at Ducane to obtain parts to keep it in service for the two years, but junked it soon after. I NEVER will purchase anything from Woodburners ever again, and I would recommend that no one else does either! read more

My wife and I ordered a marble slab for our fireplace hearth from Woodburners on 12/15/2011. They took a $300 deposit at that time. We were told it would take about two weeks. Shortly after New Year's, when we had not heard anything, we called to follow-up. It took three separate phone calls to them just to get someone who knew anything about our order, and once they "found" the order, we were told the marble was back ordered and it would be another couple of weeks. In the middle of February, two months after the order, I went to the store to speak to someone face to face. I told them if they couldn't give me a specific date when the marble would be installed, then I wanted to cancel the order and get my deposit back. I was told, around March 7. After the face to face discussion, they at least started to check in and follow up with us. Finally, they arrived to install our marble on March 22, but the marble was not cut with a beveled edge as we requested, so my wife wouldn't let them put it down. That afternoon I drove to the store, cancelled the order, and got our deposit back. I received a half hearted apology and an explanation that, "about once a year we have someone fall through the cracks and you were the unlucky one that did". REALLY??!! That's your explanation? For the first two months, no one from Woodburners ever initiated communication with us. We always had to follow-up with them. Terrible experience. I will never step foot in that store again and would advise others not to. Two days later we went to a marble cutter in Beltsville, MD picked out the marble we wanted, ordered it, picked it up the following Saturday, and installed it ourselves. One week. read more

I will echo the sentiment from others. Terrible, terrible service. They are expensive and we thought that came with a quality product and customer service, but it doesn't. We started an order with them in August and it still is not complete at the end of December. One fireplace came with a broken fan and motherboard and the other came with 2 missing parts. It took 6 weeks for those replacements to come and still not work. That was on Halloween -- tomorrow will be New Year's eve and we are still not done with them. You call and they "can't take your call at the moment and will call you back" and then they don't repeatedly. The original Woodburners was an excellent company that has completely fallen apart. It's a huge shame. read more

Don't waste your time calling. They are pompously "not accepting new clients". After reading the other reviews, that's fine with me!

Horrible. Stay away. No stars deserved! We purchased our second wood stove from them and had them install it too. It has NEVER worked properly and we contacted them from the very first day to let them know. What did they do instead? Overcharge our credit card. A bazillion phone calls and letters later... and still, three years later- our wood stove installed by them-still smokes us out. We are having another company re-install it now $$$$... they say it was not only improperly installed (90 degree angle to the wall) but also the pipes used were totally WRONG and they are squeezing the smoke back into the house. HEALTH hazard! PLUS, they are absolutely, horribly RUDE. read more

To the previous poster - asking why all the negative reviews - because their SERVICE is HORRIBLE. If you go pick it up - life is good I assume - because you really aren't dealing with them. Everything else - HORRIBLE. Here is my situation: Fireplace ordered in April, promised installed by July 4th. Guess when we got it installed. OCTOBER!!!!!!! This doesn't include the many many calls and communications to them - screw ups from their sales people, then the manufacturer, etc. The list goes on and on and on... It's been a COMPLETE NIGHTMARE. Now I can calling my credit card company to dispute overcharging from us - after I have sent them 5 to 6 emails about my issue AND have called them twice about it. It shouldn't have to be this way... Even though their sales and support talk a good game - STAY AWAY. They are lying / unable to fulfill basic requests and commitments that are required for a business. POOR POOR COMMUNICATIONS. After this post, the BBB is my next task... I should have checked here first... I really wish I could express my frustration in this post ... read more

A late review but I bought a Saber grill from these guys a few months back. Great service and knowledge of product. My wife ended buying some fancy candles that they have there as well. I picked up my grill but te also offer delivery and assembly if needed. Great job, not sure why the below reviews are so negative. read more

DISCLAIMER: I used to work for Offenbacher's at their Woodburner's location in Falls Church. I am writing this as an ex-employee. I have never felt the need to rate a company that I used to work for until now. I do it now because of the bad employment experience I had. I am NOT a disgruntled ex-employee, I simply want to share with the community my experience working there. ---------------------------------------------------------------------------------------------------------------------- While they have a great line-up of outdoor furniture as well as fireplaces the company itself is not a good company to work for. So don't even bother. They pay 3% commision, 2% at start date and then if they see that you'll be a good fit, they'll bump you up to 3% within a week or so. Nothing grand about that. Plus, $11.50 per hour. They do not, in no way, have world class training. In fact, I received little training at all. No real employee guide, just a make-shift, crappy wanna be. I worked for them for one month and two weeks and they decided to let me go on the premises that I was not selling enough. Well, first off, as mentioned, I got no real training, Woodburner's is currently undergoing a major remodeling phase where they are taking over the old Radio Shack, which is directly connected to their store. Hearth season is out, while patio season is in right now. But yet, I wasn't selling enough. Also, Offenbacher's is by far, hands down, the most unorganized company I've ever worked for. Stuff is just everywhere and anywhere. Management isn't at it's best. One employee(female) is a complete idiot, while another "disabled" employee is a complete and utter turd. In the first week of working there, he told me that he used to work for Marlo's and that he knows more about mattresses than I'll ever know in the next 50 years. Rather presumptuous. Not to mention absolutely untrue. Marlo's is a furniture company. Sure they sell mattresses, but that is no where near their focus. I didn't bother mentioning that though. At the end of my employment, I was actually relieved that I would never have to work there again. Certainly the worst employment experience I've ever had. read more

Customer service here really needs some work. Don't get sucked in by their friendly demeanors! We have just completed a three month wait for a new fireplace door and screens. We ordered a specific kind of screen shown in the store. Upon delivery, the door had a different screen. We do not like the look because of its seams down the middle. I could not reach anyone at the store to determine what to do because they were closed for renovation. When I called the delivery center, they contacted the manufacturer and were told that type of screen we ordered had been discontinued in November 2011 - 6 months before our order! No one ever contacted us to let us know. The salesman knew our second choice was NOT the screen that the door arrived with. When we visited the showroom after its reopening, they had no explanation for us. Today they contacted the manufacturer and learned that Woodburners order had not been specific when it was sent to the manufacturer. The screen we wanted is not an option. We either start over and wait another three months or they could try to install a pull screen on the fireplace wall itself or we live with what came. Their comment "Apologies for the miscommunication." For $1600 communication should have been first rate. P.S. The discontinued screens are still on display in their showroom. read more

Just had a great experience repairing my in-wall gas fireplace. It hasn't worked in two years, despite my occasional fussing with it. They called me, arranged a visit based on my schedule, and sent out a technician named Anh. Anh was great, very professional. Walked straight over to the fireplace and got to work (and put on little booties to protect my floor!!). After figuring out the issue (user error, I hate to report) he checked on a couple other things, made adjustments to the fireplace, and showed me what I did wrong. Would definitely use them again, despite my embarrassment at being inept! read more

They CHARGE you to make an appointment to come out and consult for an install, then two weeks later they still haven't sent an estimate. Crooks! And when I called to ask where my estimate was, the woman Mequrit told me they could choose whether to give me an estimate or not and when I told her they couldn't charge you to give you an estimate and then not give you one, she told me she didn't like my attitude and when I told her she wouldn't like it when I protested the charge she hung up on me. Nothing but trash! read more

If they allowed for no stars I would give it. Stay away from this company. I did a market price survey and received a complete install price for a Travis wood burning stove at a better price from this company. Buyer beware...the price difference was only a few hundred and in the end I paid much much more in dollars and time. I purchased the stove from Woodburners and things started going wrong from the get go. First, it took months before the stove even came in. Once the stove came in, they upped the install price over 1k stating my salesman made an error and omitted the required liner. After the stove was installed, I noticed the handle kept slipping out of the stove. Thinking it was a design flaw, I contacted Travis and they said to contact my dealer. I called the Woodburners and they said the stove was out of warranty. Travis said it was in warranty and I had to tell them this and let them know I was contacting the manufacturer before they even came out. Once they did come out to diagnose the issue, I discovered that the stove had a sheared off screw at the handle. The door had to be replaced. I can't even begin to relate the problems getting service: many calls, terminal holds, hang ups with no calls back. It took 9 months and finally many emails to the manufacturer before Woodburners replaced the door. Throughout the process they did not return calls, follow through with warranty claims, and at one point sent a maintenance worker out with a box labeled door and the box contained a different stove part. Woodburners did not even open the box to verify what was part was being sent out. Once the door was replaced, I was told I would not be charged for the service. The maintenance worker showed up charging me over 300 dollars. I called the manager and he stated the price changed because Travis sent out a door without the glass installed. Note: they didn't bother to tell me prior to the visit that I would be incurring a fee. Well, in the end I paid 1/2 of the charge. Further, when the worker opened the box the door was present and the glass was already installed, so he did not actually have to do any additional work (other than lift the old door off the stove and lift the new door into place). So Woodburners once again did not open the box prior to the visit. read more

If I could give zero stars I would. The staff is not interested in providing any service especially the Manager. Be prepared to spend all of your time calling them to find out where and when you will receive your items. Don't bother talking to the Manager, his response to my complaint about the lack of service "uh huh , yeah". He even yelled from behind the cash register (as I was walking out the door) that "next time I need to pick up my items faster, or he would return them". They did not place the order until I called later to check on the status, then the order was supposedly on back-order, and of course they didn't call to tell when it arrived. It was also after the " keystone cops" staff apparently locked/lost their ONE key to the storage room and could not get in. Do not waste your money here. read more

Horrible. So horrible, I do not even know where to begin. I think that Michael & Son, the parent company, is just getting too big and is losing control. Definitely go with a smaller business for the installation of your insert. Our project was completed 90 days after our promised date. The sales people kept messing up the order. The estimator never relayed the plans for the gas line to the installers. There was little to no coordination with county inspectors. The managers don't return calls. We couldn't even leave messages because the store's voicemail was always full. They say they're coming out to work, but then they never show up. The only way I got my installation was to go to the store THREE times and finally demand my money back. The installers themselves are great guys. It's the management that is sorely lacking. In the end, the company did give us a pretty good discount because I had taken four sick days in an attempt to get my installation complete. If they didn't give us a discount, we were simply going to court over it. We just didn't even care. I need to find a reputable company to maintain my insert. The final product is great. I just wish I'd gone elsewhere. Supposedly several years ago this was an awesome company, but it went downhill when Michael & Son bought it. read more

Busy place with a very helpful staff. Prices may be a little high, but I just got some chimney cleaning supplies.

These people are the worst. I need to use them to have my gas fireplace serviced. It takes them a month to return calls to schedule a simple annual service. They are rude and one year, they sent me this rapey-eyed guy who would NOT leave my house, kept asking me to help him promote his "commercial jingle" writing gig, positioned himself between me and the front door so I could not escape if I had to. The best is when he attempted to teach me a "history" lesson by trying to drag me to my own basement to show that the foundation was built on oyster shells. Freak show. I had to hit 911 to get him out. Not one person from this dastardly company ever acknowledged my complaint. I would rather move than use them again. My husband has called 3 times this week. Nothing. read more

Poor experience. Michael and Sons was the subcontractor and did not do the repair that Woodburners assured me could be accomplished on the first visit. I waited 3 weeks for the return phone call to schedule said repair (after the $98 service call) and ended up calling Woodburners to check on status. i waited on hold for 30 minutes only to be told that "research" needed to be done and I would get a call the next day. You guessed it....no call. Poor service , low professionalism., poor customer service. i would not use Michael and Sons or Woodburners 2 after this experience. There must be a company in NOVA who actually wants to increase their customer base. read more

If you could go below one star then that's where I would rate them. We had almost ordered a wood insert - customer service at store was very friendly, but may not have been the most knowledgeable (should have sent warning bells, but didn't). When I got home I read some of the reviews here on Yelp and while I don't believe everything I read on the internet I did query the salesman. Rather than just giving an explanation or saying 'hey, it's the internet and not everything you read is true' what I got was a very rude and condescending attitude telling me that they have LOTS of letters from satisfied customers, but they don't chose to post it and that if I really wanted to see the whole story then all I had to do was Google their name and I'd see lots of great stuff written about them'.. um well that's what I did which led me to Yelp and I couldn't find anyone who'd made a good purchase. I found Blazes in Stafford and while it's a much further drive from Woodburners Two it was well worth it. So I guess the rude salesman was right - just Google it and I got my answer. read more

Everything bad all the other reviewers said is true. They are terrible. You cannot get the service department to call you back. We have had nothing but problems with a fireplace we got from there (Etro Firegear -- fancy, but stay away). Every conceivable part has failed and Woodburners is no help. We had to place the remote unit (not the handheld, but the one attached to the burner). The technician took the specs, etc., and gave us the wrong unit. What a nightmare. Went back to get the correct part -- no apology or anything. Terrible time getting anything accomplished with these people. Do yourself a favor and never do business with them. read more

I'm revising my review now that service has actually been provided. The technician actually arrived early and diagnosed the problem promptly. However, this came after a miscommunication about scheduling the repair window and an inability to reach anyone on the phone and a constantly full mailbox that would not accept messages. The three stars represents the difficulty of reaching anyone, but the quality of repair service was good. read more

i agree with others regarding service....promises, promises, promises. i pay a guy $139 who shows up in a Michael's truck, gives me a Michael's invoice but is quick to insist that they don't contract with Michael's (also reinforced by others in the service department). He diagnoses broken remote, takes it with him so I can't replace it on my own. Repeated calls with promises to call back, parts on order, etc. And now it's a month later, and no call or remote. Geez. I wonder if I should call Michael's (or if they know Woodburners is driving one of their trucks around).... read more

Bought 2 fireplace gas inserts, one was installed in November 2011, and the second one was re-installed January 7, 2011, as the first one never worked. Both models made by Travis Industries, but obviously one is better than the other. I scheduled maintenance on August 2, 2011 as I live in a townhome, and safety is definitely an issue. At that time I found out that Michael and Son took over Woodburners Two. Tried to turn on the pilot, and the second insert started beeping-turned the pilot off, tried everything, nothing worked. IMAGINE A SMOKE ALARM ON ALL DAY AND NIGHT! Called first thing Monday morning, and cannot even get someone to call me back or talk to me. DEFINITELY WILL NOT GIVE ANYMORE BUSINESS TO MICHAEL & SON - if they behave like this during warranty, imagine after the warranty expires?!!!! Pia Tibbits UPDATE: Talked to Louella (customer service), and she was of great help - William was sent out and the problem was fixed - great team! However, Travis Industries called me back 3 days later! read more

Save yourself time, money, and headache. Look elsewhere for whatever service you need, do not work with Woodburners. Their staff is rude, especially Josh (after calling and asking where my technician was he raised his . They are disorganized, they change appointment times with less than 24 hours notice, dont return phone calls and dont notify the tenants (even though prior notice from Landlords state they should contact the tenant directly for scheduling issues). Don't schedule with them. read more

This place is a nightmare. Ordered fireplace doors in July, which never came and never got any update phone calls. Called multiple times through the fall for an update and never got a return call. Finally got someone on the phone who said they would issue a refund. But the refund never came, despite follow-up contact. Eventually had to call credit card company and get them to reverse the fraudulent charges from Woodburners Two. This was a huge headache -- definitely the worst company I've ever had to deal with. I have no idea how they are still in business but do yourself a favor and do not waste your money or time -- you will very likely get ripped off and waste a lot of time trying to get your money back. read more

Can I give these guys no stars? We purchased a fireplace insert from them a year ago and never heard back from them. After repeated calls with no assistance, we were forced to buy it from another company in order to keep construction on schedule. When I called them to cancel the order, they then told me that it was now in the warehouse and I would have to pay a restocking fee. Not ideal, but the restocking fees was still less that the price difference between the two stores. It is now a year later and they still have not sent me my $1,500 deposit. We are suing them. Do not use this company. read more

At this point, another bad review seems like piling on, but trust me -- you do not want to do business with this company. I don't even know where to begin, but I'll try. My wife and I started looking for a gas insert back in June. One of the very first questions we asked was if we would have to have an ugly metal chimney cap sticking out of our decorative terracotta chimney pots. If so, we would just skip the whole thing, since we didn't want to remove the pots or ruin the look of our chimney. We were told we wouldn't need the ugly cap sticking up. We proceeded with getting an estimate. I asked the inspector the same question and he noted in our file: Customer does not want an ugly metal cap on top of their decorative chimney pots. So ... after horrendously frustrating months of working out the details of our order -- in which I had to teach their staffers about their own products because they kept messing up the details of my order -- we finally placed the order, waited for delivery and were about to schedule installation when we were told, "Oh, of course you need that metal chimney cap. You can't get it installed without it." I asked them to look up my file from June, where it said we didn't want to do anything that required this ugly cap on top of our decorative pots. Why the hell did I waste months of my time on this when they could have told me this on day one? (And, I asked the same question throughout the process: Are you sure we won't need a big metal cap sticking up?) In the end, after half a year of aggravation -- mixed with excitement about being able to enjoy our usually cold basement this winter -- we ended up canceling the whole thing. At the moment, I'm working to get my down payment back. I've skipped many, many details, but the bottom line is: Their people really don't know what they're doing. Seriously. I can't tell you how many things they didn't know about their own products. Plus, they are terrible, terrible, terrible about getting back to you. Many times, I got emails with a purchase order that had wrong items on it. I'd call and ask them to simply remove the wrong items and send me a new copy to sign, and it would take three days to get the new version. This happened multiple times, dragging the process out by weeks. If you're going to spend this kind of money (our unit would have cost almost $9,000), you deserve expertise and courtesy. You won't get either from Woodburners Two. read more

Great service and response on fixing my gas fireplace. Reasonable price and excellent followup. Tech was very knowledgeable, explained what was wrong, and had everything fixed in just a couple hours. Even cleaned up once the work was finished. Would definitely use again. read more

Lack of business integrity Deciding to do the right thing seems like a simple rule of business but there was surprising little business integrity by the Woodburner's co-owner Joanna. The sales staff were extremely friendly and helpful but after being provided a quote on an item from the manager the co-owner overrode him and failed to honor the price quoted. The value of integrity in business is incalculable, especially in today's world with social media. Likewise, honesty in business, as in one's personal life, is essential for all good relationships. Without honest there can be no trust and from my point of view and reading the other comments it leaves me with a distinct feeling of discomfort and determination never to do any business there again. I highly recommend your other options before doing business with them. read more

I completely agree with the review below that said if it was possible to give them no stars they would. Stay far, far away from this place. It's the worst company I have ever dealt with in my whole life, no lie. The employees are downright rude. I can't even tell you how many times I had to follow up with them to check on the status of our fireplace. In total it's required 7 home visits. Literally 7 days you have to wait at home ALL day for someone to show up. Not only that, it's almost impossible to get on their schedule. These are actual excuses that have been given to me by their "scheduling department": only one person can make appointments and she's out for the rest of the week, I have a lot of appointments to schedule and haven't gotten to yours (mind you it's been months that this has been going on), I made an appointment but someone forgot to come to your house?!?! read more

We used Woodburners Two to install two gas fireplaces in our previous home just over a year ago. They were expensive, but offered reliability and proficiency. The job wasn't without a few bumps, but turned out very nice and provided much pleasure to our family and firends. Unfortunately, things appear to have changed with Woodburners since our first experience with them. They are apparently under new ownership and the change doesn't seem to have been helpful. We've moved and tried to get them to consider installing a gas fireplace in our new home. It's been a challenge. We called three different times to try and get them to come over for a site visit which leads to an estimate. After persisting with requests, a couple weeks later we finally got a call back to schedule an appointment. They offered us one time slot on a weekday and we were told if we didn't accept that time it would be a substantial amount of time before they could come out. So we took the time slot offered. Then oddly, on the day of our appointment we were called and told that they were on-time and would arrive within 30 minutes, And then they never came. After waiting for an hour past when they said they'd come we called to check. No human answered, but left message on their answering machine, No call was returned, no technicians arrived to give the estimate--nothing. Not sure we want to work with these folks anymore. They seem either uninterested or unable to help us in 2013. read more

How these people stay in business is beyond me. I wanted glass fireplace doors for my condo fireplace to keep the heat from escaping up my chimney when I had a fire. I was new to the area and this was the only place I could find. I went to the showroom where they were utterly unhelpful. Busy with other people and I could never get the attention of a salesperson to spend a minute with me. I don't know if it was the single woman thing or what, honestly, I don't default to that, but they seemed to gravitate to the "serious" couples, whatever. So I pry some literature from them and go home. I then research the doors, find what I want that is compatible with my fireplace box,( I research that too) and call to make an appointment to have my fireplace sized. Because they have to come determine my fireplace specs and charge me for the call to my home. Okay. They don't return my call. I call again. And again and finally get the ditzy woman( previously referred to) on the phone and schedule an appt. They come, they measure and agree with what I already figured out, the appropriate doors. I order and pay for the doors and then finally someone comes to install them. They guy who comes out is on his cell phone most of the time he is installing my doors, they apparently don't fit perfectly and he is befuddled with this but most annoying, he is obviously having a fight with his sig other on the phone while doing my work. I question him about this, he semi apologizes and then continues the phone conversation! At this point, I call the store to complain, tell them he is finished and I want him to leave. My doors are installed but I don't have confidence they are correct and the trim is off. The store tells me they are not responsible for putting the trip back on! At my insistence, someone comes out a week or so later to check the doors, install the trim and basically finish the job. The whole experience was a nightmare. Do not do business with this company. If you are new to Northern Virginia, talk to your neighbors and coworkers, get a referral to someone competent but save yourself the grief of this half baked, unprofessional family owned company. read more

I really would like to give them 2.5 stars because they are more than 'Meh, I've experienced better', but they're not quite 'A-OK'. Over the years, I've bought several things from WBT. At first blush, their pricing seems to be at a premium, but what separates them from the other local fireplace retailers is the quality and selection of their product lines. All things considered, I'm ok with their pricing and after searching the net, they're fairly competitive, apples to apples. However, from a customer service perspective, they have a lot of room for improvement. When I've been in their store, my experience with their showroom reps is that the are not very friendly ( I feel like I have to 'break the ice' when speaking with them). Calling them on the phone is also a bit of a crapshoot. I won't say that they rude, but they certainly make you feel like they don't want your business. I should say that when I bought my woodburning insert a few years back, the woman was very friendly, once she knew I was going to buy. She even gave me a discount! I know that they're under new ownership, but I don't think the culture has changed much. I recently called to request service for the woodburning insert I purchased from them a few years back. The first call was dropped after I was put on hold. When I called back, I was put on hold again when I asked for their service department. After about 5 minutes, some one picked up the line. I would've hung up, but I was desperate to get service for the insert I purchased from them. The woman who answered sounded like she had an attitude, but was actually somewhat helpful. She explained to me that they only service the inserts, not the chimney itself. She went on to explain to me that they subcontract out the chimney liner work to Rooftop Chimney Sweeps ( who are fantastic!). I probably will continue to buy fireplace products from them, but there are more options out on the net now. However, WBT does have a local presence, and despite my frustration with their level of friendliness, I trust them to stand behind their products and I like their product selection. read more

I hired Woodburners Two to convert an existing wood burning fireplace to gas. The first part of the process went well. We worked with Yojana to order the right insert for our needs. After the order was placed, the customer service experience quickly went downhill. Getting the installation scheduled was difficult and when they finally did come they didn't bring all of the right finishing pieces with them. They initially tried to blame me for the error. Several weeks later they came back to finish the installation and still did not bring the right pieces to complete the work. Again their initial response was to blame us. They initially insisted that they had left one of the pieces from the first installation visit at our house. They did not. Eventually they figured out that the missing piece was at their offices and went to get it. Also, the remote that came with our unit did not work. They gave us a replacement remote from a different model to use while we waited for the replacement. They finally finished the installation and replaced the remote. The first time we used the new fireplace we carefully followed their instructions for the first-time use. The first time we used the the paint on the inside of the unit started to peel. I notified them immediately and sent photos of the area. They agreed that this is not normal and that they would get back to me with information whether they would fix or replace that part. It's been about a month since I reported the peeling paint issue to them and I am still waiting. I would not recommend this company to anyone. The experience of working with them has been very frustrating and disappointing. At this point I'm considering hiring another company to come inspect the work and replace/repair the peeling paint. It is my understanding that Woodburners Two was acquired by Michael & Sons within the last year. I selected them based on recommendations from before the acquisition. read more

Received an extremely overpriced quote several months ago. I also wasn't expecting to see Michael and Sons show up for the estimate since I called Woodburners. It seems you can't escape them these days. It took a week to get my estimate, and I had to call to get it. The worst part? It was the most unprofessional estimate I've ever seen. Hand scribbled on a piece of paper. I was amazed at the lack of professionalism! When I thanked them for the "estimate" but declined the service due to the price, I didn't get a single response back. A professional company would have at least responded with a "I'm sorry we are unable to meet your needs" type of email. read more

I haven't even used their service to rate it but already their customer service has been awful. I've called multiple times to get some maintenance scheduled and each time they take all of my information down and say I will be getting a return call ASAP to schedule. Going on 2 weeks with no call. I've given up. Terrible first impression. Everyone else's reviews help further my decision to not use this company. read more

Expensive. Unresponsive. I called them to service my 2 gas fireplaces because they're close by my house. I won't do that again. The service tech was unable to get a remote control working on a fireplace I purchased from Woodturners 4 years ago. He said he would order a new one and bring it over. He didn't do it. I e-mailed, and then they ordered the remote, promising it would be installed "before the holidays". Nothing happened till I called weeks after the promised date. "The remote came in today." The service tech brought it over, and charged $450 (!!!). Finally, if you do purchase from Woodturners, your credit card statement will show "Offenbachers Lanham", while your receipt might show "Michael & Son". I thought my credit card had been scammed. read more

Worst retail experience I have ever had. We came to woodburners to purchase chimney supplies for our wood stove installation. After speaking to a representative, I sent in a written order request with all the parts we needed. When we went to install the stove we noticed that we were missing several parts and had duplicates of other parts we did not need. The representative informed me he changed my order without consent as he 'knew' what we would need. Now correcting their mistake was a major hassle. We came into the store with the duplicate parts to be refunded and the sales representative wrote on our original receipt the parts returned and amount owed. In terms of the parts we still needed, we were told they would be there the following week. A month went by and we did not receive reimbursement or the original parts. I called and was told they would look into it and get back to me but they never did. I called back the following week and was told the same thing and once again no follow up. I started calling every other day and still no answers or follow up. It was completely frustrating as I would talk to the same individual day after day and he would act as if he had no idea who I was or what the problem was. I then began calling them multiple times a day and I would still get the run around of 'I'll look into it and promise to get back to you within the hour.' But still nothing. After about 15 or 20 dead end calls I escalated to the manager and the next week our supplies came in. However, when we went into the store to get our refund for the duplicate parts they indicated they had no record that we returned the parts. Luckily we had the handwritten note on our original receipt which after some back and forth he reluctantly accepted. We then installed the wood stove but realized we had an extra length of chimney pipe which proved unnecessary. I contacted the manager about returning this piece and he told me they would not accept the return since the last return was such a mess (due to their mistake!). In summary, Woodburners was a horrible experience and ended up being a 3 month nightmare of run arounds and ignored issues. Don't do business with this company. read more

Well at least they are consistent. Back in November, I ordered replacement firewool for my Mendota fireplace, purchased from them a couple of years ago. They said the order would be in the store in the next 10-14 days. I was expecting a phone call indicating that the product was in and I could pick it up. Well, that never happened. Today I stopped by to pickup the order figuring that after two months, it had to be there. Wrong !! Moreover, the staff had couldn't even tell if the product had been ordered or if it had been received, where it was in the store. Wouldn't be so bad but I had already paid for the order. They asked me to stop back next week to talk to the girl that I ordered the product from but I was so annoyed at their incompetence, I just told them to credit the amount of the order back to the card. Never again for sales or service. Steer clear of this outfit at all costs. read more

The sales person made promises the business was not capable of delivering. They sent installers and technicians who were inexperienced and not qualified to perform the promised services. Their installer did not make accurate measurements and installed our fireplace off center. Their incompetence resulted in our bedroom renovations being delayed by over 1 week, costing us time and money. They have been non-responsive to our concerns and complaints. They have not returned phone calls in a timely manner, if at all and have not responded to our written requests for a resolution to their mistakes. read more