Fallon's Home & Hearth

The poeple from Fallon were great from my first visit to the store, the on site inspection to installation. There staff was friendly, professional and knowledgeable able the pellet stove is was interested in. The install went great. I have no complaints. I will use them again if they will travel to Maine.

This isn't a food reviews I know. But had to write this. The Richie Cunningham looking salesman gave us every excuse why we couldn't do what we wanted to do for switching out our insert. Mind you we already had it visibly looked at by a professional and was just there to buy a different insert. But he was so busy telling us we couldn't do something that he didnt ask if they'd be installing it or not so we left. We literally went 100ft down the road and made a sale with their competition. Absolute ignorance always find a way to say yes. Its always worked for me in sales.

It’s absolutely worth the extra money… to buy your pellets somewhere else. Customer service, especially service recovery when something goes wrong on the store’s side, is nonexistent here. Get your popcorn out for this one. Can’t make this stuff up. The photo here is of my driveway, where the three tons of pellets I ordered and paid for nearly five weeks ago are supposed to be. Notice the lack of pellets. I deliberately ordered before the busy season. Somehow Fallon’s entered my order into their system as having been delivered two weeks before I even placed the order. I patiently waited three weeks before calling just to check the status. That’s when they discovered my order was completely missing from the delivery queue. They promised to investigate and call me back. I waited 48 hours. No call. I called again. They acknowledged the mistake and promised my three tons would be delivered the following Thursday or Friday, telling me they had “even discussed it with Mr. Fallon.” Thursday and Friday came and went. No pellets. No call. No communication whatsoever. I called again. After explaining the entire situation yet again, I was promised another investigation. I missed the return call, but the voicemail casually informed me that my delivery would now be another two weeks away and warned that if I didn’t answer their call or call back to confirm, I would lose my spot. At that point, no. I’m not waiting 6½ weeks for pellets I ordered and paid for before the seasonal rush because the store lost my order. I could understand a long wait if I had ordered late and simply landed at the back of a busy-season queue. That is not what happened here. I called again and, as calmly as I could, explained that my frustration was understandably rising. This time I spoke with Michael (the 4th person I talked to). Rather than acknowledging the extraordinary series of failures, he immediately became defensive, repeatedly interrupted me to the point that I eventually stopped talking altogether, and raised his voice multiple times while I remained calm. I explained that we have toddlers at home, the weather is getting colder, and this situation resulted entirely from Fallon’s mishandling of an order I had placed and paid for weeks earlier. I asked for some reasonable service recovery: a special delivery, an exception to their normal route/schedule, or something that recognized this wasn’t an ordinary customer waiting his turn. The answer was essentially: they could deliver next week (now nearly six weeks after my order) or, because we’ll be away, the following week, approaching seven weeks. Otherwise, they could refund me. In other words: take it or leave it. When I explained that simply putting me back into the normal queue was not “making it right,” Michael responded, “Come on, man, I’m trying to work with you. I don’t know what you want me to do. You keep browbeating me and I can’t help you.” I asked to speak with someone above him because the conversation had become unprofessional and he couldn’t control his emotions. He refused. Getting literally yelled at for something that was no fault of mine was not on my bingo card today. I try to shop local, but I can’t bring myself to continue doing business with a company that handles its own mistakes, and its customers, this way. Next year I’ll buy from Southern Maine Renewable Fuels, North Atlantic Fuels, WoodPellets.com, or another supplier, and I suggest you do, too. *By the way, watch out for the 3% “Technology Fee” added during online checkout. Fallon’s confirmed to me in person that this is actually their credit-card surcharge. Their online system cannot distinguish a debit card from a credit card and therefore applies the fee to debit cards as well. Card-network surcharge rules prohibit surcharging debit cards and require specific disclosure of credit-card surcharges. Disguising it as a generic “Technology Fee” does not satisfy those requirements. I paid by check to avoid it.

We couldn’t be happier with our new pellet stove and the installation! From start to finish, the entire experience was wonderful. The installation was done professionally, everything was explained clearly, and they left our home clean and neat. The stove looks beautiful and is already making our home so much warmer and more comfortable. We highly recommend them to anyone considering a pellet stove from Fallon Home and Hearth. Matt was amazing!!!

I recently purchased a 1/3 cord of palletized firewood from Fallon's for my patio fire pit, and I will be ordering more when it runs out. Getting firewood on pallet right next to my shed for easy stacking was way better than having it dumped on my driveway in a big pile. Also, the delivery driver was great - very considerate of my lawn, and made sure he wasn't driving over any irrigation or septic with his little fork lift thing. Everything about the purchase and delivery was excellent. When I finally do get an indoor wood stove or replace my old gas unit, Fallon's will be the place we go. Local family-owned businesses are truly the best.