The Fire House Stove Shoppe

Update #2: A few weeks after filing a complaint with the BBB we received our refund. The Firehouse Stove Shoppe was not honest with the BBB in their communications and have deceptive practices in general. Terrible service and poor quality. Run, don't walk away! Update: Still no refund. I have filed a complaint with the Better Business Bureau. FYI, they are not a member of the BBB. We contacted Fire Stove Shoppe in late October, looking for a new gas log insert for our gas fireplace. We contacted them by phone and followed up via email and in-person. We filled out the form with the measurements they requested and asked if anyone needed to come see the fireplace prior to the order. We were assured the measurements were all that was needed. We ordered in early November and were told it should be 2-3 weeks. After 3 weeks, I called and was told it was a manufacturer delay and would be a bit longer. I checked in again in 2 weeks and we were given an installation date for the following Friday and told to expect a phone call Thursday with more details regarding timing on Friday for the installation. My husband and I arranged schedules so that one of us would be home all day that Friday. Thursday, they left a message and when no one called back immediately, they cancelled our installation. Later, when I called them admittedly upset and said we had already confirmed install for Friday, just not the time, they gave me the “great news” that they could indeed get someone out to install the log set. At 6pm Friday their installer arrived out and immediately said the log set we ordered wouldn’t fit, the configuration was wrong and he asked if there had been a site visit. We were told one wasn’t necessary, but he explained that he always recommends one and that “this happens a lot.” He left with our new log set and our old log set, leaving an empty fireplace. We were told they will look for a log set that will fit. At the end of December, I called yet again (I have NEVER gotten a follow up call from anyone at any point in this months’ long ordeal) to check progress. After speaking with several different people, I was finally told by the owner that there are no log sets anywhere that will fit our fireplace and they will “refurbish” my old one for the same price as a new one. This is not what we want and I ask for other options, including a refund. After consulting with our fuel company and others, we decide that we do not want a “refurbished” set and once again request a refund. In mid-January my husband and I went to the shop in person and were told we should call or email. We called; we waited a week without hearing anything. I called again. This time I was told that they were still looking for a new log set. I stated I wanted a refund. I was told that all managers were in a meeting and could not be disturbed, but great news, they would be able to find a log set. Again, I said all I wanted was a refund. A manager suddenly became available and when I spoke with her, she said, “Give me an hour.” To do what? She said she’d find a log set. I am still baffled that she asked for an hour when it had already been 3 months! I explained that I no longer wanted to do business with them. Each time I call I get a different person, a different story or explanation and different information. While everyone is very nice, their communication is lacking and even contradictory and they seem very disorganized. I firmly stated that I would like a refund. I was told they would need to consult with their accountant. After waiting another week, I called again and have been told the check is “in the mail.” I will update this review once I have the refund in hand. It has been 3 months of conflicting information and a general lack of communication. February 1st is tomorrow and I have no refund, no fireplace and no faith left in this business. See pictures.

Great quaint stove shoppe. Team is extremely friendly and knowledgeable. The owner is a retired fire chief and knows exactly what he is doing. Great place to shop for your stove. Winter is coming, and I will be ready. 5*

I would not recommend this business. I have been waiting 5 months for them to finish a job that I paid in full for. Every time I spoke to them they would give me some excuse why they didn’t come as promised, the truck broke down, they didn’t have a ladder high enough on the truck today, etc. . Would not return phone calls when they said they would or even when I left messages. It really is shameful. I do not expect them to complete the job at this time. So beware!

Once I bought the stove, absolutely NO ONE cared. A missing part led to months of waiting. A receptionist feigned friendly helpfulness over the phone, but delivered zero actual answers to my questions. When they said they'd get info, pass on a message, contact an info source, or call me back, they NEVER did it. Installers seemed OK, but the shop staff offered awful, neglectful service. Seems like a shop full of ethics- and personality-challenged folks. Don't do it.

I don’t know what is happening but I have called several times to get an update on my fireplace doors and no one can tell me where they are! It’s been 10 weeks since we paid in full and they won’t get back to me. Maybe it’s time to go in in person and demand my money back. They screwed up Somehow and are not fessing up