Royal Fireside

Jim and his team are knowledgeable and helpful. We purchased an insert and it got us through the rest of the winter without having to use oil, etc. it heats our home too well at times. Jim has helped solve a few minor issues so far with grace and compassion. I will happily buy my pellets and service from here. Make sure to grab the "purple" bags, they really do make a huge difference in all aspects of the stove.

Do not buy a stove from Royal Fireside, we bought a stove from them last year and have had nothing but issues. Every time we call we are told the wrong thing by the owner which have lead to issues with the stove because he does not know the product he sold use. Also they were supposed to come to the house multiple times and didn’t show up (I was told he had a hurt back and to call back next a few times) my husband had to call and then they finally showed up and charged us a big fee for a fix I could have done over the phone but was told by the owner it was normal. We will be servicing and buying pellets through another company from now on. The manual says nothing about how to remove the top for cleaning, that’s why I called you, as a seller should know that there’s 8 screws to be removed to take it off and clean. Instead you told me not once but 3 times that there were no screws and to take 2 screwdrivers to the sides and pop it off… You should learn more about your products before selling them. Also saw dust had nothing to do with what was going on with my stove. I told you exactly what was going on and you told me it was normal, sent a technician and charged us for the very thing I could have fixed and thought was not right.

This company is very unprofessional. The driver showed up and didn't even bother to ring my doorbell. He was about to leave when I ran out to ask what was going on. According to the driver the dusting of snow in my driveway was too much for their electric pallet jack to handle so he would not deliver my pellets. This was never explained to me by the person who scheduled the delivery. I have a gravel driveway and there is always a little bit of snow. It is January in New England. They refused to refund the $60 for delivery. I have had to go through the hassle of filing a small claim suit to make sure they don't get away with this. Read the other reviews before you do business with this company.

I am a first timer with a pellet stove, went into the shop, knowing nothing and they were more than happy to teach me friendly staff. I had my son with me and he was running around and they Seem to enjoy a kid being a kid. They sold me Douglas for red bags and hands-down, the best quality Pellet I have compared the cheaper pellets and just like they said they produce more ash less heat. They have gained a customer for life.

I requested that my pellet delivery be placed at my shed, provided the ground conditions allowed. The company ( receptionist) assured me that they would assess the site upon arrival. Unfortunately, the delivery arrived without ringing the doorbell or knocking and proceeded to drive over both my neighbor’s lawn and my own. The truck and trailer became stuck, leaving significant ruts and damage to both properties. When I called to discuss the situation, Jim offered no apology, empathy, or compensation for the damage caused, nor any consideration for a refund or discount. I was disappointed by the lack of accountability, especially given that the company did not evaluate the full path to my shed as promised. After the truck and trailer were removed, the pallets were left stranded in the middle of both yards, and the delivery team departed without further assistance. This experience was frustrating and entirely avoidable. A professional response would have included acknowledgment of the issue, an apology, and some form of restitution. Unfortunately, the handling of this delivery fell far short of reasonable customer service. Edit: OWNERS RESPONSE: No money was offered to my neighbor or me for the damage to our properties. Just look at how they respond to customers who raise issues—there’s no accountability for their mistakes. They go onto properties, cause damage, and don’t even ring the doorbell to speak with the customer arriving or when leaving.