THE STOVE SHOPPE

Was happy with them years ago when I had my fireplace gas insert installed. However, just replaced my remote and first of all, the sales person gave me incorrect information on programming it to my old unit. My son-in-law did it and when I let the sales person know, he wasn't even vaguely interested. Now the remote will not change the flame level even tho it shows a change on the remote screen --- this function works fine on my old remote. They have promised for 2 weeks to have a tech person call me and I have heard nothing. I have contacted Travis Industries to try to get an answer.

The sales process was very easy. I was able to do most of it via phone and email at my convenience and without a lot of back and forth. The sales person was knowledgeable and asked good questions which helped us make the right product choice. It’s a good idea to visit the showroom before making your final selection, but the store is well laid out and has a variety of products and installations. It is also important to understand the requirements the timing and scheduling of the three installations (plumbing, electrical, 2 trips for fireplace installation). The installers were on time, professional and knowledgeable. They took the time to make sure I understood the functioning and servicing of the product. I would definitely hire them again.

1.  Ordered stove August 2014 deposit $1000 (NOW THEY GOT OUR $$)

2.  Purchased installation from Stove Shoppe and they recommended their installer

3.  Install scheduled for early Nov 2014 (2-3 months!)

3.  Wrong part delivered by Stove Shop, had to reorder and reschedule install. (paid in full, now they got all our money!)

4.  Install rescheduled Nov 15.

5.  Poor installation. Gas leak, stove crooked and vent pipe not aligned correctly.

6.  Installer returned 2 days later and corrected.  (Finally a working stove)

7   Stove worked for 2 weeks, stove then would not operate. (unhappy Thanksgiving)

8.  Reported problem to Stove Shoppe Friday, passed on to voicemail. Called again following Monday got voicemail, no return call.

9.  Called Tue got voicemail - no return call.

10.Call Wed Contacted Service Manager (yea!) was told that Installer would need to do a support call, Installer never called after Stove Shoppe said they would be in touch. 

11.Now Dec 5th, and still no word from Installer, call to Stove Shoppe insisting on support, they scheduled for Dec 30!



This company sells you the product, takes your money and then washes their hands of you, from an installation perspective and from a support perspective.  TERRIBLE TERRIBLE experience both from the Stove Shoppe  and the installer. Imagine ordering a stove in August and having it not work until the end of December. That's assuming they're able to fix it.....