The Fireplace People
794 S Route 73, West Berlin, NJ 08091
National Fireplace Institute
No coupons available
We purchased a Heartstone Clydesdale fireplace insert a few years ago from The Fireplace People. The unit was not performing up to our expectations. I reached out to Pat, the gentleman who sold us the unit originally, and he promptly arranged for an inspection of the unit. This resulted in some modifications made to the insert liner that now has the unit performing at its best. On top of that, without even asking, Pat took the initiative to obtain a new baffle that I hadn't even realized was damaged -- and he managed to get it covered under warranty! You can't ask for better customer service than that! -- Brian P, Medford, NJ 12/26/13
I visited The Fireplace People to shop for a wood burning insert. I had a knowledgeable sales person, Pat, walk me through everything I needed. I ordered the insert and it was installed by their crew. Their crew was very professional and courteous. Thanks to the Fireplace People I have a very happy wife I will be back to purchase my outdoor firepit.
WOW!!! Great sales and installation staff, but HORRIBLE Service! I purchased a gas fireplace unit in November of 2011 and have been trying since late November 2012 to get service. Note I am writing this on Jan 14, 2013. I am not one to write messages like this, but I felt you should consider my comments when looking for a new company to service on your gas fireplace. Hopefully, you do not experience the same problems I had. The service voice mail says that someone will get back to you within 48 hours, don't believe it. I have left at least 4 message for the lady in service since before Christmas and had not received a call back. I gave them the benefit of the doubt that they were busy and followed up on January 8th with a voice mail. At the same time, I spoke to someone in the sales department and made sure she took my information and put it on the service desk. As on Friday the 11th, still no call back. I was so desperate to get my fireplace working that I drove to there location on Saturday in hopes of getting service. Only to be told that the service department is closed and someone would get back to me on Monday. Someone called me today to schedule an appointment and said that I had to wait until Feb 25th (that is 41 days from now). I told the service person about my situation and gave them the ability to make it right. She said that there was nothing to do and that i had to wait until then. Needless to say, I will never do business with them.
We had problems with our fireplace and went to the fireplace people. They provided us with economical solutions to our problem and came out to our house to look. Unlike THE OTHER fireplace store in Voorhees, they just wanted to sell us a new fireplace insert, surround, chimney and the entire spiel!!! For thousands I'd dollars, and they wouldn't even come to our house!! We truly appreciate this place, especially, Pat.
Is lousy,good luck trying to actually talk to your salesman on the phone or anyone for that matter if you have a warranty problem after installation,
When you do finally make contact(in person as they never return your calls)They order parts and they come in weeks after their estimated arrival, then they never call you to tell you it is in.You find out when you call to follow up.....
Weeks into this issue and lets see how long it will take the service department to return my call to schedule the repairs/service.I would think twice about ever purchasing from here again.