Fireplace Outlet
About us
Retail fireplace, stove, insert and gas log dealer. We have 2 retail locations: Williamsville and Tonawanda, NY. Fireplace Outlet, Inc specializes in custom woodworking and cabinetry. No subcontractor's used.
Business highlights
Services we offer
Installation and service of most manufacturer products
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
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It gets better: at the time of the order, we were told the fireplace comes packed in a box that is small enough for one person to manage on their own and fit into a small SUV. HA! I arrived in my small SUV, only to find the thing weighed close to 300 lbs and was attached to a large crate skid. Luckily, we own a pick up truck, but still had to make an extra trip to go get the larger vehicle (20 miles each way).
Another thing we weren't told until after we paid for our order is that there is a 25% restocking fee if for some reason we need to return it. Sure hope it fits when we finally get it installed, otherwise we are out $650 !!!
The owners of fireplace outlet didn't offer anything to make up for our trouble. As a result, we will never deal with them again and will advise others against it!
"We at Fireplace Outlet do apologize for the inconvenience it caused you. We receive deliveries weekly from various vendors and place all orders at time of payment. You had placed you order the Tuesday, November 24, before Thanksgiving, which did effected the processing time. We faxed your order on Wednesday, November 25, and they processed it on Monday, November 30, since they were closed for the Thanksgiving weekend. The manufacturer that was providing your product was on a 2 week ship schedule due to the seasonal volume of sales. They sent it to us as a rush, and was released on December 7, one week after processing. After they released the fireplace to us, we then had to wait for the trucking company to deliver your product to our showroom. We received the delivery the next day on Tuesday, December 8. Fireplace Outlet, Inc.was trying to get it as quickly as possible for you with several phone calls to both vendor and shipper. If I personally had known that you were under a time issue regarding your installation, I would have advised you to schedule it accordingly. From the time you had ordered the fireplace and the date you had picked it up was 16 days. That time frame included the Thanksgiving holiday weekend and two additional Saturdays and Sundays. We were able to rush deliver this unit to you in 10 business days. By the time I had arrived to the retail store to discuss with you the situation, you had already loaded the unit and left. During our previous phone conversation, I did offer to personally deliver the fireplace to you upon shippers delivery, but your husband was already coming to pick it up. The restocking fee is printed on the invoice showing your order and payment. It is not something we at Fireplace Outlet, Inc charge. It is what the vendors requires to pick up and return product. This can be located on the bottom of your order/invoice. Although I do realize you are not happy with the process it took to get you your product, I do hope the fireplace is living up to your expectations. We strive to do everything within our power to satisfy our customer. Unfortunately, we are able to control the shipping process. If you need us to assist you in any further regarding your fireplace, please don't hesitate to call."
The installation went very well. The owner, who does some of the installations, arrived with another installer in the time frame given to me, and they immediately laid out a drop cloth on the floor and got to work. The two installers obviously had extensive experience with doing these installations as they divided up the work to be done. It was very efficient, and the job was completed quickly. I was briefed on how to use the unit, they answered all questions, and then they cleaned up and were gone.
I was surprised to see that they left the box with all the debris and packaging outside my home though. Typically contractors will take everything with them. Perhaps they forgot it, but overall it was a minor inconvenience.
Licensing
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FAQ
Contact Information
4303 Transit Road, Williamsville, NY 14221
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