The Fireplace Connection

We bought our Harman pellet stove insert at the Fireplace Connection and had a great experience during the process. We had good and knowledgeable support from the staff. Installation was great and they answered all of our questions. We’ve also had all of our annual service calls and most of our pellet deliveries from them as well, and the guys who handle both (usually at the same time) are smart, professional, and hard-​working — they lug tons of pellets into our basement and put them exactly where we want. I’ve been to other stores in the area and I certainly recommend the Fireplace Connection.

I had a less than satisfactory experience with The Fireplace Connection. First, they never seemed to know the prices of their products. I was told that they would call with a price but never heard from them. It took me several calls to actually get a price for what I wanted, and then I was pressured to buy a different product. This is a theme that I saw as I interacted with them more — lack of response and lack of listening to the customer. This played itself out again after we actually had the product and I had a complaint /​issue. I was referred to the owner by the person on the phone and then had to call several more times to get an answer. I was essentially told that my complaint wasn’t valid and given excuses.
I sensed a lack of any kind of business acumen. They feel as though they hold all the goods and that the customer will be lucky to buy from them.

Installed everthing with perfection and provided excellent service. Now on those chilly winter mornings I just press a button and instantaniouly heat up the downstairs rooms with the gas fireplace heater. Thank you Malcolm

I wanted to thank all the people at the Fireplace Connection for the professionalism and customer service. I came into the showroom with my fireplace dimensions to purchase a new set of doors. They sold me a new product line that they just started carrying. The doors had to be ordered and showed up in the time frame they promised. I installed the doors myself, but noticed that they did not fit very well. I was very concerned that I would not be able to exchange/​return the doors. I am a new homeowner so money is tight and I was so anxious about having a set of doors that did not fit and be out some pretty big money.
I went back into the store and they were so accommodating. They ordered me a new set of doors and even came out to my house to install them for free. It is not everyday that a business goes out of their way to ensure that their customer is happy. I can promise you that this level of service cannot be offered at the big box store. I know these types of purchases are not made everyday, but when I do need make any fireplace purchases, Fireplace Connection will be my first stop. Thank you again!