Hearth & Home Shoppe
About us
Hearth and Home Shoppe is honored and privileged to serve the Central Virginia area with hearth products and services. We greatly appreciate our customers’ business and trust. As such, we attempt to treat each and every customer with patience and respect. We continue this practice even on those few occasions where a problem arises and, in return, we expect the same from our customers. Therefore, it is our company’s policy to no longer service customers who post highly negative comments on the internet about the Shoppe or any of its personnel. We believe those customers no longer respect us and do not value the services we offer. Thank you for your understanding.
Business highlights
35 years of experience
Services we offer
Hearth and Home Shoppe sells, Pellet and Electric fireplaces, Wood, inserts and gas log sets. We also offer specialty grills and premium grills and accessories for outdoor islands. Hearth and Home Shoppe also sells and installs high end grills and outdoor kitchens., installs and services Gas, stoves
Accepted Payment Methods
- CreditCard
Reviews
4.117 Reviews
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 59% | ||
| 18% | ||
| 12% | ||
| 0% | ||
| 12% |
Showing 1-17 of 17 reviews
Sean D.
Apr 2017
Very well. Very professional
Albert C.
Aug 2016
unknown
Hugh&Myra C.
Dec 2014
Cleaning job was on time when promised, and well done. Since it was the first scheduled maintenance after t hey sold it t o us initially we do not know if the price was reasonable, but the service performed covered all that we knew was needed.
Joanne L.
Dec 2014
unknown
Eveline J.
May 2014
Just recently bought this home and fireplace didn't work properly. Scheduled maintenance after season to save. Great experience throughout the whole process. Maybe I need to add that I had the service done after season. I was not in a hurry so it didn't bother me that it took sometime until part came in and was scheduled for exchange. Very customer friendly scheduling and service. Fireplace works now, hopefully still will after summer.
Penny J.
May 2014
unknown
Blair N.
Nov 2013
After we wrote a less than favorable review on Angie's List, the next time we needed service, they informed us that they blacklist clients who write negative reviews and would not deal with us any longer. The gas fireplace was a problem for years. After not being able to have it serviced by Hearth and Home, we finally found someone else to service the unit and it worked beautifully. Hearth and Home should work to win over dissatisfied clients and not blacklist them. Our fireplace did not work for two years, but another dealer has opened in the area and serviced it yesterday. We will finally be able to use our fireplace this winter.
HOLLY W.
Oct 2013
Tech arrived on time and did a fine job of checking out our fireplace. Was here for approx. a half hour. He seemed to do a thorough job. We tried to get them to come out this year but the phone answerer person can't make the appointment. The appointment maker dude was always in the warehouse. Whatever. We got somebody else to check it.
Hallie S.
May 2013
My main complaint with this company was the lack of communication between the sales staff on pricing and also knowledge of their products. But overall I am very happy with the stove.
Jason S.
Jan 2013
Showed up on time, had a large canvas mat to keep my house clean, listened to my complaint about draft and inserted insulation in the gap between the liner and the old chimney (no extra charge). Employee was courteous and seemed knowledgeable. Identified some parts that need replacing, took apart entire unit, cleaned and reassembled. He added some kind of glow rock near the bottom which, in combination with everything else being cleaned, looks really good. I'm pleasantly surprised by home much i like the fireplace now.
Response from Hearth & Home Shoppe
"Thank you for your business and your positive review on Angie's List."
Karen W.
Dec 2012
I went to their shop to purchase new gas logs. The gas logs were a lot more expensive than I had anticipated but the logs looked extremely nice and really wanted the new logs for Christmas. They showed me some logs that they said were their "most popular" - but of course they also were the most expensive. They also indicated the most popular logs came with an extra feature that the others did not. I went ahead with the most popular logs because they did look nice and it is great having a remote. The installation went great - the installer was extremely nice. However, the installer said the extra feature I was promised when it was sold to me was not part of the package. He went onto explain why which made sense so I didn't complain. But was again disappointed by the sales folks at store not always knowing all their packages.
Response from Hearth & Home Shoppe
"The feature that the customer is referring is a Hide-A-Log that sits in front of the valve of the gas log set. She is absolutely correct that we said the log would be included with her log set. We didn't realize that the Hide-A-Log is only included with the variable and electronic remotes and not included with on/off remotes and manual sets. Now, we know! We have ordered a log for the customer and extend our apologies for the mistake."
Paul R.
Mar 2012
The technician arrived on time and advised that the logs needed to be cleaned. He was very friendly and did a good job protecting the home. the logs were cleaned in an efficient time frame and he told me that the problem was fixed and that if there was any problem that the repairs were guaranteed and to call if there was a problem. The day after the cleaning was done and we tried to turn the logs on the pilot light was lit but the main burner would not come on. I did call to request that they come back out to see what the problem was. I was told that they normally did not work on my brand logs (never told this at time of cleaning) and that the problem was with the valve. They did not stock these parts and there was nothing that they could do. They REFUSED to come back out to confirm what the problem was. After I wrote a letter to the company I got a second call in which they offered to give me a credit for the service call if I bought a new set of logs from them. I searched for another company who worked on the brand of logs that I owned and was able to find another company. they indicated that they had a valve and would come out and install. When they arrived they took a look at the logs and said that my problem was that the pilot assembly was "gummed" up. They cleaned the assembly and we tested the logs and they worked just fine. Since a cleaning fixed the problem I now have to question how well Hearth and Home cleaned my logs. It is also apparent now that the problem was not the valve which Hearth and Home guaranteed was the only other possible problem. The most disppointing part of this whole experience is that Hearth and Home would not stand behind their work and refused to send a technician out to determine exactly what my problem was. Their attitude was poor and not customer focused.
James M.
Aug 2011
They came out to the house to assess the problem, identified the parts needed and advised that they had to order the parts. They scheduled the follow up two weeks later, returned with the parts and made the repair.
Response from Hearth & Home Shoppe
"Thank you. We appreciate your business and your positive review on Angie's List."
M. B.
Jan 2011
I had an old, outdated fireplace that was cold and drafty and it never worked. Hearth and Home Shoppe came in and removed my old fireplace and old ugly slate. The sales lady I dealt with was very nice and very knowledgeable. They reinstalled a beautiful, efficient, fireplace with a new brilliant granite set. I couldn't be happier with the end result! No more cold drafts, the granite looks so much better than the old slate. The technicians were very professional and clean. They were on time, and took care not to damage my hardwood floors. The service manager is a really nice guy as well!! My new fireplace is leaps and bounds better than my old fireplace. I would highly recommend Hearth and Home Shoppe to anyone who is wants to update their old drab fireplace!
Carol D.
Dec 2010
We called this company after the propane service told us it was best to have the fireplace serviced before they delivered a tank. The fireplace was 11 years old and when we moved in this year we did not know how long it had been out of use. We contacted this company and had a wait of about a month. The first person who came tidied it up and suggested we get a remote start since he claimed otherwise we had to open the fireplace to turn it on each time. We asked about switches on the wall but he did not think they were related. He brought a portable propane tank and had some issues getting fireplace to stay on after turning it on off the pilot, but said it should be fine. Had the propane delivered and when they went to start it they found that it kept cutting off. They also advised us that the switches were to turn the fireplace on and off and we did not have to open the unit each time.We called again for the service provider. At first they argued with us but finally came out after a couple of weeks. They said it needed a medium priced part plus another service call and if that did not work a more expensive part.We really did not understand what he did to assess this. We waited a couple more weeks. A third person came and apparently the part was not needed. He blew some compressed air and moved a few things and it worked.He seemed the most knowledgable of the group and we think if he had come first it probably would have been fixed on the first try. The switches on the wall do turn it on and off. The mantel seems to be rather hot but we will wait to see what happens as do not want another service call. Everyone was relatively polite and kept the area clean as they worked. It may be that they are overworked or that some are new to the job. I would use again since they already know the unit, would hesitate to start over if it was a first call.
Response from Hearth & Home Shoppe
"Yes, I think “overworked” would aptly describe December in the fireplace business! Everyone from our sales professionals to our service technicians work 12-13 hour days, 6 days a week during this time of the year. So, we truly appreciate the member's awareness of the situation. Member is a new customer to Hearth and Home and we appreciate her business. We apologize for the time it took to diagnose and fix her direct vent fireplace. Member’s fireplace had sat unused and we were unsure of its service history so it’s to be expected that some problems would crop up. When our technician left her home the first time, the fireplace was running well. Unfortunately, member called back later in the week with additional concerns. We were very glad that the “medium priced part”, a pilot assembly, solved the problem while the “more expensive part”, a new valve, was not required. It took us a couple of visits during our peak season but we got the job done, cost effectively, and her fireplace is now burning well."
Blair N.
Dec 2010
They stand behind their service. Despite earlier frustration, Connie spoke with us and explained the situation. I appreciate Hearth and Home working with us. It is good to see local businesses stand behind their product and workmanship.
Response from Hearth & Home Shoppe
"We had the pleasure of servicing the member's fireplace on Thursday, Jan. 6. Our technician spent about an hour at their home and made an adjustment to the fireplace igniter after which their fireplace was burning well and looking great! We understand the member's frustration in having to wait 3 weeks for an appointment. Unfortunately, they called during our most intensely busy period, between Thanksgiving and Christmas. It is very difficult for us to accommodate all of the service requests we receive during that period. We especially appreciate kind customers who are patient and willing to work with us to meet their needs. And, we have to say, that we tend to give priority to customers who are kind and polite on the phone. Also, we encourage our customers to have regular annual maintenance on their fireplaces, preferably during the Spring and Summer when things aren’t so crazy and when we offer a discounted rate. This will help to ensure that they are not inconvenienced during the winter and are able to enjoy their fireplaces through out the Holiday Season."
JENNY B.
Nov 2010
It went really well. They came when they said they were going to and the fixed the fireplace so that even though it's a gas insert it looks better than it every did.
Response from Hearth & Home Shoppe
"Thank you for your kind review. You have been a loyal Hearth and Home customer for many years and we appreciate your business. Wishing you all the Best in 2011!"
Licensing
State Contractor License Requirements
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FAQ
Hearth & Home Shoppe is currently rated 4.1 overall out of 5.
Hearth & Home Shoppe accepts the following forms of payment: CreditCard
No, Hearth & Home Shoppe does not offer free project estimates.
No, Hearth & Home Shoppe does not offer eco-friendly accreditations.
No, Hearth & Home Shoppe does not offer a senior discount.
No, Hearth & Home Shoppe does not offer emergency services.
No, Hearth & Home Shoppe does not offer warranties.