There are a few things you want when shopping for a fireplace. 1) Knowledgeable Sales people 2) Great Price 3) Great service during and post purchase. With that said, Ember Fireplace was all those things and more. 1) Knowledgeable sales People - Keith and Martha are like no other. Ember fireplace was the 7th place we visited (because my husband is the type of person that needs to SEE EVERYTHING before making a decision) and there is a DISTINCT difference in knowledge that this pair has versus anyone else. They answered all of my husband's anal questions and were able to provide education above and beyond anyone else. When Keith come over our house for measurements, he help adjust our fireplace design to optimize the air flow and heat from our unit, we didn't get that type of feedback from anyone else when we showed them the design. Genius! 2) Great Price - Beat all other places we went to! 3) Great service during and post purchase - Martha kept us in the loop on timing of our delivery (which took a while from overseas). Keith was fantastic with the install, doing and redoing anything that wasn't perfect, adding stones and being patient with me and I angled them over and over. If you are in the market for a fireplace, and you want people that know what they are doing and are a pleasure to work with, this should be your first and only stop. I'm happy to be done with my fire place, but even happier about my experience with this team. read more

I purchased a gas insert in 2023. It has never worked right. They have made attempts to fix it and replace with a pre owned one. still not working. the owner is awful to work with. takes weeks to respond. sends her team without confirming availability. recently they removed my unit to repair end of June. they have not communicated with me since middle of July. just stopped responding. I suppose I have no option than to take them to court as they have my property and my money and at this point it's a lemon and I want my money back. it has never worked right in almost 3 years. and Marta is awful to deal with. read more

I rarely leave negative reviews , but this has been frustrating and just completely disappointing. Be aware! I was asked to do a 75% deposit back in Nov 2025 to be able to rush the fireplace for a Christmas install. After i made the deposit communication nearly disappeared. I had to physically show up to their showroom to get answers. Christmas install never happened. They promised January install, again, did not happen. They offered a discount for the one last chance on doing the "right thing" we gave them the benefit of the doubt and agreed to a February install... then again, no show no call! After that, i was promised a full refund within a week. No refund within the week occurred, after sending a certified letter, they returned half of the deposit... We're in April and a significant balance is still outstanding! Despite multiple follow-ups and patience on my end, this has not been resolved. I've now had to move forward with formal action to recover the remaining funds. I'm sharing this so others are aware and in hopes the company will resolve the matter promptly. read more

Beware of this company!! Back in September, my husband and I purchased a gas fireplace/install in which Marta told us it takes 4-6 weeks for the fireplace to come in. We put a $4,300 deposit down on our CC. After 5-6 weeks, we were wondering the status of our fireplace and after calling, Marta stated that the fireplace was in. We wondered why she didn't call us to inform us? She gave us an install date of 11/18. When they didn't call the day before to confirm, we called them and they said they told us it was for the 11/25. That was not true but we weren't going to argue. The 25th rolls around and once again we did not hear from them and called them to confirm the day before. After numerous phone calls and leaving messages, we finally got in touch with Marta who informed us that they couldn't do it again they were backed up. She then gave us another date for Dec 5 and said it would definitely be done then. Once again, we did not hear from them the day before and we called them to confirm. They did not answer the phone. We called several times and then decided to call from a different number and surprisingly Marta picked up the phone! She made an excuse about phone troubles at the office. She then cancelled the install AGAIN! She said they were having a problem with their main installer and didn't know when they would be able to install our fireplace. She gave us the option to receive a refund which we were going to choose but then said she would definitely know the next day when and if they could install our fireplace. We said ok and agreed to wait until the next day to find out. She promised she would call the next day but never did! So there we were 3 months later, with a hole in our wall ( we did the demo) and $4,300 in the hole. Days passed and weeks passed, no call. Whenever we called, they never answered. We left messages with no call back. We were never able to get in touch with them. They ghosted us! We ended up disputing the $4,300 deposit with our CC and got our deposit back weeks later. Unfortunately, we still have a hole in our wall and no fireplace, no phone call, and zero contact with the company. I can't believe that this company is still in business with such poor customer service. If they couldn't do the job, why couldn't they just be honest? We wasted 4 months waiting for nothing and now have to find someone else to do the job. Save yourself aggravation and go elsewhere. Embers was actually recommended to us by two friends so I'm surprised they would conduct themselves in such an unprofessional and unethical manner. read more

I made an appointment to visit their showroom and speak with a sales associate. The emphasis here is on fancy, self-contained sealed gas fireplace inserts for new construction or retrofit, which cost upwards of $7,000. They are displayed impressively. When I explained that I already have an enclosed wood-burning fireplace, and that I simply wanted to convert it to natural gas, adding vented gas logs (about $2,000), her enthusiasm quickly waned. She waved me off towards a corner of the store which was little more than a storage area with one product on a shelf that was not even hooked up. When I inquired about scheduling a potential job, she informed me that they could not even perform an installation for 4-5 months, due to a "parts back order". The thing is, I clearly told them what I wanted when I first called them on the phone, so coming here in person was a waste of time. read more

For anyone that cares about reviews heres mine. They did just fine wearing a mask, thats a given. The sales women that assisted us did a very poor job and seemed a little apprehensive. They have beautiful displays on site. Plenty to look at. When advising the saleswomen of a particular model we were looking for she pretty much said they really don't sell as much vent free models but pushed/suggested a vented system. I told her and explained to her I didn't want it and there was no vent free models to look at. That was fine. I am replacing an older vent free model I had so I know it works fine. She Then sounding a little biased and asked me where are you from Staten Island I told her no! that I want a free fireplace she says they have some catalogs I could look at, so I gave her the size and dimensions of what I have in need of replacement and she proceeded to sell me or try to sell me I should say a 5+ thousand dollar box with all the inserts and I believe that was without the decorative doors I went over to East Coast fireplace in Manalapan NJ and I bought a fireplace insert box decorative back fireproof concrete and insert with logs/remote for around $2000 definitely way cheaper than this place. I'm not saying they do bad business but shop around before you go here you might actually save a lot of money. read more

they are thieves. took money from me and never installed the fan in my fireplace. I had to take them to small claims court where I won the case but took me forever to get the money from them. stay away from them. read more

We converted our fireplace from wood burning to gas. After the installation we were not happy with the product itself (no fault of Ember). Ember went out of their way and worked with us until we were completely satisfied. We are very pleased with the results and appreciate their flexibility in accommodating us. read more

The owner made every step of the process of buying and installing fireplace incredibly challenging. She also is incredibly rude to speak with. I recommend finding your unit elsewhere. read more

We recently decided to update our old gas fireplace. We researched a few places in the area and we are so happy we decided to go with Ember. The team at Ember was super helpful. They answers all of our questions and concerns, and I had a lot! They were friendly and patient and we never once felt pressure to hurry up and make a purchase. This isn't like buying a microwave so we really wanted to be certain. I highly recommend Ember when thinking about a new fireplace or updating your current one. They were also extremely knowledgeable about the decor and helping us to decide what world work best for our space. We couldn't be happier! Thanks again! read more

I felt like a nuisance walking into this store. Felt like I was wasting their time, did they even want to sell fireplaces??? Went to another store north, much better customer service. read more

Very well organized company especially during the pandemic. They deal well with everything thats going on.

Poor business practices. Gave us a quote for 3k without install, then tried to jack up the price to 4k at time of purchase. Clearly a bait and switch establishment. read more

The team at Ember Fireplaces is fantastic - professional, responsive and engaged. Our new construction NYC apartment was a bit more complicated than most but Ember became involved early on and stayed with us throughout, collaborating with the contractor to find the best venting solution possible. The various members of the team who came to install the venting and fireplace were punctual, friendly and cared about making sure we had a well functioning product that met our expectations. Having worked with no fewer than 15 vendors during construction, the team at Ember Fireplaces was a clear standout. We are happy to have Ember as our ongoing service provider for our fireplace, which is simply wonderful. read more

Purchased an $11k hestan grill with cover Ember delivered the grill to an active construction site without my consent, and two weeks later, the grill remains uncovered and exposed to both the elements and construction debris given Ember's failure to send a purchased cover despite numerous assurances they would do so. Emails seeking resolution go unanswered and phone calls are abrupt. read more

Our Fireplaces look amazing! Marta & Keith were extremely helpful in choosing beautiful fireplaces and the professional installation was very well done. Everything was done on time, on budget and done perfectly! Thank you for a job well done! read more

If you use this place be aware you have to chase them down for everything. There's minimal communication once they have your deposit all the footwork for permits etc rests on you the client. I had to call them constantly to check status of my fireplace took 8 weeks to get install and they blamed my town who is slow but never called me or really them to check on it. I had to call them go to the town pick up the permits which I didn't expect. The finished product was nice but if I had known I'd be doing all the work and that their customer service/appreciation was so bad I would have gone elsewhere. However the lines of communication were wide open when they wanted their money before the fireplace was inspected. Buyer bewAre. Of note: this was not a new install was a refacing and exchange of an existing unit read more

Marta and Keith did everything possible to make sure we were satisfied with their product, installation and service.

After visiting several fireplace stores, we decided to purchase a Mendota fireplace from Marta and Keith at Ember Fireplaces because of their showroom display collection, their knowledge of the features among the various lines they carry, and their competitive price. We enjoyed our experience with them because the relaxed atmosphere included no high pressure sales tactics. They were willing to work with us on our renovation's extended timeline. Keith came to our house to answer questions about the preparation of the fireplace location. At this point, the fireplace is installed and working; we are enjoying sitting in front of it. We are pleased with the fireplace and our interactions with the people at Ember fireplaces. read more

Just finished out installation. It's beautiful and works perfectly. Installing a fireplace is complicated, but Marta and Keith kept on top of everything. They have a great selection also. Marta has exquisite taste! read more

Hired Ember to install a gas fueled wood stove and run 30 feet of gas line. Price was very fair and work was outstanding.

Keith from ember fireplaces is professional and great. He drove almost an hour to repair a horrible job A&J Fireplaces did to my fireplace. I highly recommend them! read more