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Fireplace store
1. Fireside Hearth & Home - Raleigh - Cary
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· 46 reviews
259 Towerview Ct, Cary, NC 27513
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4worldlovers: Enjoy big savings on best-selling products during our Spring Sale. Explore great options for remodeling your existing fireplace or adding a new one. Offer ends 5/13/23.
You're the expert in living your best life. We're the experts in fireplace design, installation, and service. Let's combine the two perspectives to build your perfect fireplace together.
Whether you're remodeling or building a new home, we can help you plan, install, and care for your fireplace with confidence.
Shop from the comfort and convenience of home! Select products are available to purchase online for delivery in the Minneapolis/St. Paul Twin Cities Metro.
“Everyone we worked with from sales to install crew exceeded our expectations. Courteous and professional. They project managed everything and it came together perfectly.”
“From the moment we stepped into Fireside, things fell into place. Would recommend to anyone looking for value and excellent service. A pleasure to work with.”
You're the expert in living your best life. We're the experts in fireplace design, installation, and service. Let's combine the two perspectives to build your perfect fireplace together.
Whether you're remodeling or building a new home, we can help you plan, install, and care for your fireplace with confidence.
Shop from the comfort and convenience of home! Select products are available to purchase online for delivery in the Minneapolis/St. Paul Twin Cities Metro.
“Everyone we worked with from sales to install crew exceeded our expectations. Courteous and professional. They project managed everything and it came together perfectly.”
“From the moment we stepped into Fireside, things fell into place. Would recommend to anyone looking for value and excellent service. A pleasure to work with.”
Despina Viniotis Curtis: i get you merged into one big company but have some integrity and desire for longevity…. this is by far the most dishonest, sleezy, negative customer service company i’ve ever come across. chris obrien is our builder’s rep and he took the fireplace order just fine, but then left a whole string of loose ends or issues, even frivolously charged $250 after to “come back and place in framing correctly and rebook to gas line” (funny, they claim they did this and yet we did it since we had inspection the day BEFORE they claim they came) and fell off the face of the earth. no communication whatsoever. i’ve gone several months pregnant banging on the doors asking for help too. they drop shipped two fireplaces to the construction site and let no one know (the super was mad for the upteenth time with their process, but not surprised) and then left them plagued with problems for us to just figure out i guess. so here we were months and months ago and are still, now literally days before i have this baby, trying to hail mary jump through hoops to get inspections on time, correcting and paying for damages as a result of their inexcusable lack of follow though or attempting to do their job because they leave you high and dry. great company values when you sell something you can’t even turn on. warranty? i doubt they’ll bother if there’s an issue at any level. what a low life company. every builder i’ve talked to wants them gone. our builder is now talking about withholding money until they do what’s right. but it’s already cost us more than we should have ever paid. i would never in good faith recommend this company or be trusting any of the people there. i would have saved time and money and stress and resulting damages if i ordered online and installed with a third party company. i’ll be doing my part to report them soon and hope if you have the same experience you do to. otherwise, please look at the shared reviews here and avoid like the plague.
Brian Krakover: Let me start by saying this review was going to be much lower due to problems with delivery, communication and set up. However, one employee’s recent intervention changed that- Chris Faller. He not only got involved in our issues, but he called us quickly, came to our house quickly and resolved issues that had been unaddressed for weeks. It is amazing how one person can effect change. He answered our questions, problem solved and got us scheduled for the next step quickly. Thank you Chris! I only down graded to a four star review because of the issues prior to him- otherwise, he would have earned five stars!!!
Margaret Larson: Horrendous service.Messages left to schedule service call were not returnedWhen we called back several days later, and reached someone, they could not schedule a call for nearly 4 weeks. Today we waited 5 hours and they never showed.We finally determined that well after the scheduled time, they called an old, incorrect phone number and left a voicemail on someone else’s voicemail saying we can’t make it. No apology. No rescheduling.Terrible company. Go elsewhere.
Kyle Brezina: Fireside Hearth & Home acquired Dickerson in the middle of my fireplace installation. That led to some confusion getting final installation booked, but Fireside was very helpful and prompt once we got in touch. Charles came to do the final installation of my fireplace. He was incredibly knowledgeable and friendly. Thanks!!
Robert Hutchins: The customer service in this place is absolutely HORRENDOUS. Avoid it like the plague. I would absolutely never, ever do business with them again.
Billie jo: Terrible customer service! They claim our fireplace was installed 6 months before our house was built, this means one of our warranties has expired and the house hasn't even been here for a year. So, they are cheating us out of our warranty. I would not recommend this company to anyone. I REALLY wish I could get ahold of someone at their corporate office. Calling them has been useless too. It's automated and the only options you have are different brands of fireplaces. I'm going to keep trying though.
Paul Failor: BEWARE!!!! This company is pathetic…bought two fireplaces for my new house I built… they should have been out to final set up of my fireplaces long before I moved in and they didn’t.., I have now been in for three weeks and no one will even give us a courtesy call back..,I and my builder have called and text Marcie someone that is suppose to set these things up and my sales rep Rodney tons of times.., and neither think it’s important to call back or finish the job they have been paid in full to do…I encourage everyone to find a different fireplace company to buy from.., there are plenty out there… Remove this company from your list because when they get your money they do not care about you any longer!!!
Kenneth Neuhoff: As a building contractor I understand the struggles that suppliers have been having and I also understand the challenges of taking over a company. We have done business with Dickerson Hearth for years with outstanding service. The transition to Fireside Hearth has been the worst that I have ever experienced. I can't tell you how many times our company has called, emailed, and texted to try and get jobs finished. It has been extremely frustrating and in some cases put us in difficult situations with our customers.Now 5 months later we are down to one job that needs to be completed and need a remote control receiver and transmitter for a set of gas logs. We have been holding the full payment until this is completed and have notified Fireside of this and they still will not finish the work.Based on our experience, we cannot recommend Fireside Hearth and Home.
Mesha Batts: Bad customer service when I called. Plus the lady hung up while I was asking a question. Unfortunately the builder used them so I have to continue to deal with this
Duane Everding: Over a year later and we’re still waiting on a natural gas to propane conversion to “come in”. This entire new build neighborhood doesn’t even have natural gas service. We may need to replace the entire fireplace because the current one is completely unusable in current condition.
Mahesh Nettam: Called multiple times for fireplace installation. Agent took my details, no call back.Gave up after multiple call attempts. One star for neighbor recommendation.
Mashimaro Umaru: They never answer the phone!!!I've tried 5 times to leave all my needs online (they never reach me back!)I've tried call them between 7am to 1pm (they never pick up the phone!)What is going on with this business?I closed my house about two weeks. Their 175$ off is a scam. I'll talk to my lawyer about this!
Justin Raymond: I am not someone that leaves reviews. I am also not someone who bashes companies, but I've had enough. I understand that stuff is back-ordered. I know that people are short-staffed, but come on now. We had our fireplace installed by them. The fireplace works fine, but we've been waiting on the refractors (back wall) forever!!!!!!! They finally show up at our house to install them, and we find out one of the refractors is broken. Ok, it happens. We waited and waited. Then received another phone call saying they had the piece in stock and they'd like to schedule a time to come by and install. So we agreed on a time and day. Then I get a phone call the morning of installation... the new refractor we have for you is broken. Really????? BTW... if you call them, it says to text them, and most of the time, they don't text back.EDIT: We finally have everything installed at our house and it works perfectly and looks good. Thank you! They have good products, their installers are vey nice, but the company just isn't good at communication.
William Sujack: Long post: summary (avoid this company if you can). Zero stars if we could.We bought a new home and closed in October of 2021. The builders installed a fireside fireplace and all we had to do was call to get a technician out to turn it on. Easy enough right? Wrong.FIRST appointment was over 30 days after calling and the time of arrival was supposed to be between 12-4. Took off work and no one shows up. We get a call at 7 pm asking if it was still okay to come. Absolutely (stuff happens). One part needed to be re-placed so the job wasn’t able to be done and we had to reschedule again about 30 days out. Annoyed but that’s okay.SECOND appointment was between 12-4 and again I take off from work. 10 MINUTES before our appointment they call and say the part never came in due to shipping delays…10 minutes!? When they knew the part wasn’t going to be installed. Furious at this point for blatantly wasting my time. A simple call to re-schedule or give a heads up more than 10 minutes before would be standard in my mind.Now we have our THIRD appointment (2 and a half weeks later) and again I take off work. I asked to be notified a week in advance if the part was going to be installed (due to not wanting to take off work if it wasn’t) and I was re assured I would get a call for confirmation. Never happened so of course I have to reach out yet again. Day of our third appointment arrives and during the 8-12 window it’s all crickets. No text, no call just waiting around to see if they will actually show up. They eventually come an hour after the 4 hour window I was provided with zero communication.My problem with this company is poor communication and unreachable/unreliable customer service. You can never call and talk to customer service directly. You must call and leave a message for someone to get back to you in about 3-5 business days (or whenever they feel like it).I will never recommend this company to anyone nor will we ever use again. I’m sure I’ll get a customer service rep response stating COVID issues with staffing and they are sorry for my experience, but if you look at past reviews these problems have been an issue way before COVID. Do better please.Only saving grace is their very nice technicians. I waited this long to post due to worries of the company seeing it and not finishing the job.Will
Troy Parrott: We would give 0 stars if it was an option. We moved into our new home in late Nov. and are still waiting for this company to complete their job. They never answer the phone, they don't call back when you leave messages, and someone named Amanda might email you back some time later...I wish builders in this area would start using a more responsive and reliable company. We are stuck with these guys due to 'warranty coverage'... Amanda told us they would complete the work in January.
Paul Satterwhite: I bought two fireplaces and paid for them upfront and it took months to get them installed. I then had to get the logs installed and couldn’t get anyone to call me back or service me. This is one of the worst companies I’ve ever dealt with bar none. Please don’t use them you’ll hate it.
Sarah Chaffin: We have a new home, and our builder’s warranty requires we use this company to start and service our fireplace. We tried for weeks to reach them to start our fireplace with no response. I had to reach out to our builder, who contacted them and only then did Fireside respond to us.We had to wait several weeks for an appointment. They were supposed to come between 12-4 today. To nobody’s surprise, they have been a no-call, no-show, and when I tried to contact the company, their message says they are closed for the day.I have reached out to our builder again in the hopes of getting someone out to start our fireplace. I would never use this company if it wasn’t required for our warranty. If you have the choice, run as far away from this company as possible!
Amber Plouffe: If I could give zero stars, I would. I can't get anyone to get back to me about setting our fireplace up. Been trying for a few weeks now and have heard nothing back. They say they will respond within 24 hours but never do. Avoid this company if you can. Horrible customer service!!
Alan Piercy: If I could give less than one star, I would. We had the misfortune of starting this fireplace journey just before a Hearth & Home acquired a local company we had started working with, Southeastern Fireplaces. The service from Southeastern and their rep had been good, but literally a day after we placed the order, the acquisition occurred and things deteriorated rapidly.Our former Southeastern rep, now a newly minted Hearth & Home rep essentially washed his hands of the process, pled ignorance to the ways of the new company, and gave me the customer service number for H&H (which goes to a call center). Meanwhile, we had been charged for the full amount of the insert with no install date established.After a call to the customer service number, an install date was chosen. However, two weeks prior to the chosen install date, a tech arrived unannounced to install the first part of the insert. No call, no text. Predictably, both my wife and I were on work calls. It was a cluster. A call to the service center was received by a rude, unhelpful associate.Two weeks later, part two of the installation occurred. The tech was rude, never introduced himself, never made eye contact, and never provided a demo of the new system. "It's self-explanatory" he said. Moreover, we discovered the unit was dented after the tech departed.In a world of sub-par customer service experiences, Fireside Hearth & Home managed to distinguish itself as by far the worst customer service experience of my adult life. Hands down, no close second.
Maulen O: Fantastic service!
Steven Godwin: The absolute worst nightmare dealing with this company. Just know, when you call for customer service you are calling into a call center. They are not local to you. The customer service rep I spoke with had an attitude and hung up on me when I asked for her name. Terrible customer service caused by a lack of communication among employees within the company leads to a frustrated customer. Getting a person in the field on the phone is next to impossible. Not sure why they have voicemail setup. It's not like they check it. I will NOT do business with this company again and do not recommend anyone do so either. Would not give them a star but Google makes me give them one. So there, take your participation trophy.
2. SMG HEARTH AND HOME - Raleigh
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· 8 reviews
9241 Globe Center Dr, Morrisville, NC 27560
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Aaron Crownoble: These guys are awesome. I got my product to Arizona 4x giant freight pallets. And it only took from Thursday mid day and it arrived Tuesday the next week at a very reasonable price! Good communication Joe also, knowledgeable and thoughtful. Really like these guys!
David DeLauder: We live in Northern Michigan where the winters are brutal and cold. We choose to install a Pellet stove from SMG Hearth some three years ago. The pellet stove is a ComfortBilt HP 22. I installed it myself and we are still using it with very little problems. I recommended the stove to a buddy of mine and he purchased the same stove. After running Approx. 9 tons of pellets through it became dirty and shut down. During this time he died of cancer and his wife called me for help. I needed parts and help from SMG Hearth.I first called the owner who told me just how to correct my problems and stayed on the phone until I fired the stove. after cleaning and getting the stove ready to go I ran into several little problems.Glen (owner and CEO) was of great help and his technical staff Johnathon and Tyler are awesome and i thank them.
Scott216 Reed111: Quality products and great customer service
William Heller: Absolute best company to deal with. Highly recommend them.
Minh Huynh: Was highly recommend by a good friend and was well worth the drive. I went to the main warehouse and meet Glenn Turley (Owner/Ceo). Glenn was very helpful and spend about 2 hours total in 2 days to help select and setup my new pellet stove. I would highly recommend buying a stove from here vs the big box stores. The quality and design are better then most expensive stoves at the box stores. Best value vs anyone local in NC. Oh and here's the kicker, he has them in stock vs the box stores that have to order them and charge you $150 or more for shipping.
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Fireplace manufacturer
3. RH Gas - Raleigh
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· 2 reviews
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4worldlovers: 
The RH Gas team was the perfect mix of a successful business; punctual, courteous, efficient, professional, friendly, and got the job done right! Not only would I recommend them for all of your gas needs, I will be working with again in the future without a doubt. Thank You Reggie!
The RH Gas team was the perfect mix of a successful business; punctual, courteous, efficient, professional, friendly, and got the job done right! Not only would I recommend them for all of your gas needs, I will be working with again in the future without a doubt. Thank You Reggie!
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Fireplace store
4. Dickerson Hearth Products Inc - Raleigh
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· 26 reviews
4821 Hargrove Rd, Raleigh, NC 27616
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