Fireside Hearth and Home

Be very cautious about using Fireside Hearth and Home. They are polite, though frustratingly inept, carry an inferior product, and offer very poor customer support. I purchased a Heat&Glow Supreme Oak gas log set from Fireside in December 2012 for about $900. It came with a "lifetime" warranty. In November 2017 I began the warranty claim process for several of the logs that had cracked and crumbled. The process included photographs, multiple calls, emails, trips to their store, and a lot of waiting for all of the parts, which included 2 metal screens that had burned up. I had no use of the fireplace for the entire winter season. Finally the logs were delivered, but not the screens. After more calls and trips to their store, I received a package with only one screen, which I left with Fireside so they could order the second screen. Now, almost a year after I began the warranty process, Fireside states that I have already received the screens. I asked them to check their storeroom hoping they would at least find the screen I left with them, but their response was along the lines of "looking for a needle in a haystack.” Bottom line: Fireside continually pointed to Heat & Glow, the supplier, as the culprit for slow response and lack of warranty follow through. Either entity could have gained my satisfaction and respect by expeditiously honoring the warranty and standing behind their product. Good will is expensive to buy and hard to earn. Instead, Fireside Hearth and Home and Heat&Glow have bought a lot of bad will on the cheap over a set of screens with a retail value of about $36.

All staff, from the show room to the installation, we’re friendly, competent, and professional. Previous research for the project indicated this business might be a bit higher cost, but the end result has been well worth it.

When we went to the show room they were very helpful. We have a small home and they were very careful to advise us that what we were looking for was more for aesthetics and not for heat.  We went in not know to much about it they took over to what was actually the less expensive of the what they had and explained the ins and outs of it .We did some research and came back and agreed to purchase it. 

The installed did a very good job. We were going to request something to be able to turn it on without opening the screen and he advised against it because it could melt the mechanism in time. So we made the choice not to do that and that was a couple $100 less by not doing it. We have had it for several months. In the beginning  we had a problem where the pilot light went out, my husband called and they walked him though how to get it back on then the installer gave us his personal phone number so if we had a problem later that day we could call him.

Everything was fine, about a week later it went out again. We had called the store and the installer had to come out and install a shield over the thermal coupler.  Again, no problem they came out within a day or two. It was during the time when all the power was out. They came out shortly after because you do get a little bit of heat from it. He fixed it right away, there was never a question about were we doing it right or weren't we they just came out and took care of it. 

They have been great, they have been wonderful. My husband and I often talk about how pleased we were having them do this and we should have done it years ago if we knew it would have been that good of a experience.

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