Chadds Ford Fireside Shop
About us
Sales, installation, and service of most gas and wood burning fireplace (Hearth) products; gas and wood inserts, gas and wood fireplaces, gas and wood stoves, mantels, glass doors, screens, tool sets, miscellaneous parts, vented gas logs, custom designs and construction for most Hearth needs.
Business highlights
Services we offer
Gas and Wood Burning Fireplace Products Sales, Installation & Service.
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 64% | ||
| 9% | ||
| 9% | ||
| 0% | ||
| 18% |
"Mr [members name removed] has a habit of assuming that everything he assumed should be included in his contract, even though we qualified all exclusions clearly, IN WRITING. Basically, he extorted us by holding back payment until we relented. His complaints are unfounded, and untrue. Even his wife backed us at the negotiation table for our final payment. We have been in business since 1995, and unfortunately we cannot satisfy this type of customer unless we give our blood."
Only draw back was the installer emailed us to say he wasn't coming due to weather instead of calling. We don't check email over the weekend, so we ended up waiting around. Spoke to Eric and explained our disappointment. He fixed the problem to our satisfaction. I would use them again and check email more often.
ever do business with Chadds Ford Fireside Shop. I called to schedule
to have them come out for a consultation on getting a fireplace insert
installed. They informed me that it was $100 for the consult, which
could be credited toward a purchase from them. They took a credit card
number. A few days later, and still a few days before the scheduled
consult, I called to cancel as I no longer needed their services. I had
seen that my card had already been charged, so I asked for confirmation
that it would be refunded. Instead, I was told that it was
non-refundable "as it says on the sheet". Note, my appointment was made
over the phone. I had seen no sheet. I asked to speak to the owner. When
the owner, Eric, called me back, his rudeness was unlike anything I
have previously encountered in a business transaction. He claimed to
have emailed me information stating that the charge was non-refundable.
When I pointed out that I had received no such email (and yes, I checked
my spam and deleted emails folders,) he got loud and insisted it was
sent. When I pointed out that he was charging me for services he had not
rendered, he talked about getting the police involved. It was bizarre
and beyond unprofessional. He then hung up on me. Needless to say, the
charge is being disputed, but I'm letting you all know about it so that
you can avoid going through the same experience.
"To all who are reading this response, please know that we take customer service very seriously at Chadds Ford Fireside Shop, and always try to give excellent service. Our store policy is that if an appointment is scheduled, you do have an opportunity within the first 24 hours to cancel without any charge. If you cancel outside that time frame, you have the opportunity to reschedule, or use the charge in the store. When the appointment is booked, you are made aware of this. We then followup with an email confirming the appointment, and explaining the store policy. We did send an email to the email address that the customer's wife provided to us. We attempted to resolve this with the customer, and requested that he contact the store on the following Monday, in order to resolve this. Since the customer elected not to respond, we simply refunded his $106.00, in the essence of good faith. To date, we have had no response from this customer."
The first set of doors came in a month later, and the frame did not fit the fireplace. I was willing to accept that this was a manufacturing error, however, I DO think that Chadds Ford Fireplace Shop should have checked the items before scheduling the installation. Also, no one contacted me to give me an idea when I could expect the replacement product. I was not contacted until they were ready to install the second set of doors.
The second set of doors were installed on November 22, 2013. I knew that there would be large mortar joints, because of the irregular sides of the fireplace opening. I did become concerned when I saw the doors in place, and the installer encouraged me to call Chadds Ford Fireplace and speak to the owner. Basically, the owner did not want to listen to my concerns; "you knew there would be gaps". He charged me $595 for installation, which in retrospect was expensive; one man was here for about 5 hours.
Now that the doors are in, they do look nice. The mortar joints have dried, and blend with the existing mortar, although the color is a little light. I would say that Chadds Ford Fireplace provided an "A" product , but lacks good customer service skills--no follow-up call from the owner, even though he knew I had concerns. No follow up on the lead-time for the replacement doors. No apology for the long wait for the proper doors-- 2-1/2 months. Because of the delay, they could have offered a discount for a future purchase, but they did not. I will shop elsewhere for my fireplace tools.
"As we all know, Retailers cannot satisfy everyone. In this case, the customer's version is not only blown out of proportion, it is false, except for the delay. The manufacturer fouled up the order, and acknowledged same. We kept the customer informed throughout, in writing. The pen is mightier than the sword, and we can back up the truth. Can she?"
"If you notice, this woman has had, and has used this unit for over three years. She refuses to accept that the wood she continually uses is not properly split, dry, seasoned hardwood only. We have never refused to discuss this with her, and our installer/service person has gone to her house to help show her how to use this appliance properly. There is nothing wrong with the appliance, just the operator. Nothing on the face of this earth can satisfy her. This is a bogus complaint! Just look at our Supermedia comments to get a good feel for our customer service. Chadds Ford Fireside Shop"
Licensing
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