This place is/was a joke, so glad they went out of business. Their service department never responded when contacted, and internal staff was unable to provide any help for warranty service. The only highlight was their service tech (Henry), whom always went above and beyond. read more

COVID-19 Review The showroom is easy to get too, parking isn't that great. There are a few parking spaces that run along the front of the store, but you most likely may have to park along the side streets. The showroom is large, and easy to navigate, especially during this COVID-19 time. My husband and I appreciated it. We walked around and looked at the various fireplaces and setups. We were then directed to an employee, Faye. She is a Hearth Design Specialist. She answered our questions, and gave us a card to one of their general contractors that they recommend. She gave us very useful information, more than the fireplace stores had told us. Things such as, we would need a contractor to build the frame, where the new fireplace would go. Other stores told us they would just pull out the old fireplace, and put in the new one. NO, we need to make sure that the frame would actually work for the new fireplace. Having a contractor is a must. We did further research, and yeppers, Faye was right. The employees are very nice. They know what they are doing, what they are talking about. It's easy to move around the showroom, with plenty of products to look at. They will answer your questions too. Will we be going back, most likely, after all of this COVID-19 is under control. Helpful people, nice store, knowledgeable too. Thanks! read more

I ordered two fireplaces which I was told were in "stock". I was also told these two items would ship within two weeks (not to mention I paid several thousands of dollars for these items). The fireplaces were ordered in January and I did not receive these two items until late March. I got the run around about the shipping status, I kept getting told that I would receive a tracking number which I received literally a week before they arrived to my residence. Communication was horrible, I would receive a call from one person on the team and ten minutes later receive a different call from a different team member with totally opposite news. This was the worst experience I have dealt with. It also caused our renovation project to be pushed back multiple times due to the incompetence of this business. Worst communication and unprofessionalism!! Invest your money elsewhere! Save yourself some headaches!! read more

I'll give them one star for processing a return without issue. Other than that. No Bueno. Big old sign on the front says "Mask required for entry" And guess what?! None of the employees wearing masks! The woman at the reception desk and the one in accounting didn't put one when they helped me. Just chatting away like the good old days of 2019. Clown shoes. Trying to buy a log set there was like trying to acquire illegal assault weapons. I would have expected the same reaction and level of help I got as if I came in looking for some warheads. Just brutal. They've got some good stuff there but I don't think they are used to dealing with the public. Just contractors. So well done Fireplace Warehouse. You join the list of places I will never frequent again. The long list of three stores includes a Target in Los Angeles, and a Lou Malnati's in suburban Chicago.(I'm not crazy. I still get Lou's just not at that location.) Also. The many thousands I'll be spending this spring on my outdoor fireplace setup. Not getting my dollars. Get it together. We're in a pandemic. Treat your customers like they are spending hard earned dollars with you. read more

These folks do not know enough to maintain a Jotul stove once they have sold it. They just want to make a $250 service call. I bought a Jotul stove about 9 months ago. When I changed the batteries in the remote, the thermostat button quit working. Explained this to a technician and the parts manager who said I need a service call, that I could not bring the remote in. 4 days later, looking up the warranty on the internet because fireplace warehouse said it had expired, I found that this is a known issue with a simple remedy in the following Jotul video: https://www.youtube.com/watch?v=y5cgriikzy4. Why didn't fireplace warehouse know about this? Why did they instead insist on charging me for a service call? read more

Update: January 31st. It passed inspection! IT ONLY TOOK THREE MONTHS. I gave them ONE more star! Now if they can get it mounted in the firebox straight we MAY give them another star. It simply does not get any worse than this! Let's just make it short by stating this began in October, it is now January 11th and we still don't have a functioning fireplace that will pass inspection. Stay away from this company!!! read more

They installed a gas insert in my condo in Summit County. Frankly I am surprised they can even stay in business. After spending $3,550 it looks worse than before they started. It also has taken almost 2 months to complete my install. I want my wood fireplace back and now I am left with finding someone to repair this. Too bad the HOA decided to pick this company. Go somewhere else and save yourself a giant headache. Thanks for your response. I have no confidence anymore. Promises promises. Back to my headache. read more

Bob Kahn came out to talk about a new direct vent fireplace. We had ours repaired, but couldn't get it to work properly. Instead of just selling us a new one, Bob got the fireplace to work. And he didn't charge us! We highly recommend Bob and Fireplace Warehouse for your fireplace needs. Regards, Doug M. read more

Had them service my fireplace on the 2nd of October. I usually get the Fireplace Doctor but my appointment kept getting cancelled because they either did not have a technician or one had walked out without giving notice. The technician that came was not only faster servicing my fireplace but he was also able to enlarge the flame. The previous technician had told me that was as far as the flame could go. Will have them service my fireplace again because I was very satisfied with the work the technician did. read more

I'm going with a fiver here. The reason is partially due to the fact they have little competition around here IMHO. They have been friendly and moved to get me installed with a wood insert quickly before they got slammed. I was getting the cold shoulder (no pun intended) from multiple other businesses. Front Range never bothered to show up for their appointment and never called again. They are real, well I will keep it clean. I would say most of the folks at Fireplace Warehouse are very nice and genuinely concerned about keeping you happy. I do think prices are a tad high in the Springs overall but FW was decent unlike the almost snobbish overly inflated others. The install went well and so far has done a great job heating almost my whole home. I do wish the manufacturer offered a better guide. Shoot, I think I would have paid a bit more if they offered for a person to come out and work the stove with you to learn the tricks quicker. Thanfully we have the Internet but still there's just s light learning curve but I digress. I think they are the ones to go with but I'd still due some information hunting first so you are sure to get what you want in the end. I would tell you to do that for most high ticket items IMO. I've made that mistake in the past. I'd be happy to say they are about the only guys in town to go to. Ray's Chimney are nice folks and I have little doubt they would have done a good job but they don't stock the products and are uber busy. They, though, would be my only other possible mention. I hate to say it but it's kind of sad and I really don't see how the other companies are in business as they are either horrible (Front Range) or too high priced (think place across the street) and/or non-respondent (multiple including Front Range being the pits). Good luck, do your homework, START EARLY!!!! You won't get a new fireplace in a week in most cases. I did luck out with a extended warm fall. read more

Experience started great. Friendly, knowledgeable service and guidance. Went off the tracks at install. Our first installer could not complete the job in one day (we were advised it might take 4 hours). The first installer was fired that night (not sure why, but was told he had been having problems for awhile - not thrilled someone like this was sent into my home). Second installer came in, said the job was done. It wasn't. Took a third installer to come back to finish the job. Although the 3rd installer had to come back a second time because they forgot to install a few cosmetic panels on the interior of the unit. During the 3 installs, apparently someone bumped the logs over. So, when the fireplace was turned on, the abnormal flames/smoke caused the paint to start peeling on the interior of the unit. I was told this happens all the time at first, then I was told that the logs caused it. Either way, after spending $3000 on fireplace & install, my unit looks terrible. They offered to come out and fix the paint chips. They came out, sanded down the paint and resprayed the interior. This left a mess - as you would expect with sanding down black paint off metal, and re-spraypainting inside a home. When I mentioned the mess, I was asked to send pictures. Ugh. Still working towards resolution. Asked for a new unit and a refund of my install fee. They responded by offering a 2 year service package to keep the unit looking new. Still working towards resolution but so far, this has taken a lot of time and caused a lot of frustration. read more

I should have just purchased the unit from them but had someone else install. Light doesn't work - blower sounds like some cheap toy and it's an inch off center. I expected so much better for the install and while they only sold me the unit - in my opinion Napoleon product line is a cheap waste of money. I should have went to fingerhut or Costco. Saved me some serious dollars and disappointment read more

After looking on craigslist & going to a few other stores, I stumbled upon FirePlace Warehouse. It was a bit tricky to find, but that was no big deal. I was looking at a particular model, and Bob talked me out of it. After telling him my room dimensions, he recommended a smaller unit from the same manufacturer. He said the other one was overkill for my home. I purchased the unit, and he referred me to an installer for the gas line. I got it hooked up last night, and I am quite pleased with the results. The heat output is excellent. I will be back in the spring for a grill. read more

I was looking to purchase a ceramic grill and after much research, I setlled on a Primo for various reasons. I wanted to order locally to support our community but couldn't find anyone willing to sell close to the price I could get on Amazon. So, I ordered online. Product was damanged in transit and couldn't even be delivered. Worked out for the best because I called all the local shops again to see if they could price match.... I called Fireplace Warehouse and spoke to Edison. Asked if he could source. Check. Asked what the price was....he immediately put his best price out and it BEAT Amazon's and he said he'd deliver. Customer support above and beyond and I'm buying locally. I'll definitely be calling Fireplace Warehouse back for my outdoor firepit and down the line, installing a new sleeve/gas fireplace in the existing woodburner in my 1900's house. Highly recommend and give Edison a raise! read more

I really Appreciate the level of service and detail Brian L always provides to my projects. They are extremely knowledgeable about their product lines, and always think out of the box to make each project unique and customized for the individual purchasing from them. I use them regularly as I am interior designer in Denver, and keep coming back because of the quality of products and service. read more

Terrible. My advice is to purchase a fireplace from somewhere else and save yourself the grief. After having an installer measure and paying $4,277 in full for a fireplace and install I was told they could not do it. Not only did they say they could not install the fireplace they told me they were charging me a 20% "restocking fee" when I ask for my refund. Unbelievable!!! You can definitely do better especially when it comes to Zach and Amy and the entire culture and approach of this company. Michael Fleming 303-718-9437 read more

Fireplace Warehouse ETC - Customer Service - Fireplace Services Near Me - Denver, Colorado

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We purchased an outdoor fireplace feature from Fireplace Warehouse. I was very impressed with the pricing and service. They were very nice to woek with and I really was impressed with their showroom/ warehouse, They were very careful to load it in my vehicle. The guys were super friendly and very helpful. I'll go there again when we are ready to remodel our interior fireplace area. They have some really great products to choose from, read more

We bought a new Napoleon gas insert from Bob in August 2016 to replace an old B-vent Napoleon unit that had become a bit tough to turn on. After two visits to their showroom that has dozens of functional units on display, I was able to narrow down to the unit for us. Bob did a terrific job talking my wife and I through some options based on the measurements that we brought him and what we'd hoped to get out of a new unit. The installation team was also top notch and managed to overcome some tricky issues with the fit and electrical installation using some creative solutions. I'm still surprised by how expensive new gas inserts are, but if you have to spend multiple thousands of dollars you want to be confident that you're getting a great product and professional service at every step of the way. Bob and the team at Fireplace Warehouse did that for us and I highly recommend you go check them out. read more

I came across Fireplace Warehouse while shopping for a new burner for my existing gas fire pit. The flame height had been really low from the time of original installation (by our builder) 2 years ago. The sales group was very easy to work with and walked me through various options. They arranged for an on-site visit the following week to examine my current installation. During the on-site visit, it was observed that the flame height was likely caused by low gas pressure. After checking our meter and the existing lines, he offered to disassemble my existing burner where he discovered an orifice that was choking the gas supply. Once removed my problem was solved. I couldn't be happier with the service and everyone I spoke with. I still hope to upgrade out match light burner to something more sophisticated in the future and will be sure to use these guys when I do! read more

I recently had my fireplace serviced by Shawn and Chico. Both provided fantastic, professional service. There was an issue with the original installation of our fireplace. Shawn was able to immediately identify the issue and perform the necessary adjustments to correct the issue. Shawn and Chico were also friendly and responsive to all my random questions about my new fireplace. read more

Excellent customer service was provided by Edison. He is true to his word and everything was just as promised. The install was great. Ryan , Zach and read more

Originally I was disappointed with the unavailability of assistance and employees, so I went home and purchased a grill online. Right after, I saw the owner reached out to me and apologized for the inconvenience and offered to accommodate me personally, and I sincerely appreciate the quick and professional attention. Despite purchasing something online, I would definitely give this business another chance for my business with future needs. read more

I had previously submitted a negative review of this company, which, along with a couple of others, was removed. Since then, it came to my attention that the company from which I purchased my product went out of business, and was replaced by a "new" company with the same name. I do not know if it has the same owners or not. Nonetheless, upon reading my review, Bob Khan contacted me, and said he wanted to try to rectify the situation. He did this by paying Grill and Fireplace Experts of Aurora to get the parts and repair the fireplace. It now seems to be working fine. I'm still not sure why this Napoleon product has been so problematic, or why it takes so long to get parts. I would visit with Bob regarding any future fireplace needs (And would like to meet him.), but I doubt if I would ever purchase another Napoleon product. read more

My experience with Fireplace Warehouse Etc. was extremely upsetting. When the head of the company came to our home to do an estimate, he assured us getting onto our roof would not be a problem. However, when the crew came out to install the chimney liner, the crew was not able to safely get onto the roof. The crew was extremely kind, thoughtful and hardworking, but the office personnel and head of the company were difficult to work with. The head of the company and business manager tried to pressure us to have the fireplace vented through the side of our 100+ year old house. We specifically went with Fireplaces Etc. because they promised to vent through the chimney and said they would have no trouble getting onto our very steep roof. Then she tried to charge us for scaffolding to complete the job. Finally, the head of the company agreed to bring scaffolding for no additional charge. However, instead of bring in scaffolding, the boss forced employees who did not feel safe going on the roof to climb it without providing scaffolding or any additional safety gear. While being inconvenienced is not the end of the world, I have extremely serious concerns about the way this company puts their employees' safety at risk. -- read more

We contracted with this company to purchase and install a wood stove back in September of 2021. Pretty routine. However, getting it installed was an abysmal experience involving broken and missing parts, a site inspection that led to the wrong parts being sent for venting installation resulting in a month's worth of installation delays resulting in shuffling time off on our part to be available. This resulted in the first complaint to the BBB and receiving a flippant answer as though we were somehow not important. The stove was finally installed. However, to date, we still can't use it. They blamed the county for not moving to come and inspect it. We found out by calling the county ourselves that the permit hadn't even been issued! So what we have is an illegally installed wood stove, no permit and a company trying to cover its backside. It is now mid January 2022. Still nothing. We have had to report them to the BBB again. Other than that our only other recourse is legal. Something we don't want to do, but will. This stove is nothing but a giant paper weight at this point. We can 't use it, we can't report it to our homeowners insurance company, and we are tired of these people being a source of stress in our lives. Don't give them one red cent. read more

Don't be fooled by these reviews. Most of them are for servicing an existing fireplace which maybe they are better at doing. We bought and had them install a new fireplace. The experience started off fine but the sales rep was extremely inexperienced and this led to a very unprofessional and complicated process. In the end, we have an 'okay' fireplace from them. I would not recommend to a friend! read more

Impressed is an understatement. I've had issues with two natural gas fireplaces for at least two years. Fireplace Warehouse said they could get to my house in 2 days...weeks more quickly than other companies. Henry arrived right on time and diagnosed both problems quickly then ordered parts needed for fix. Henry returned later that day and fixed both stoves in under an hour. Saved me $100s compared to other estimates. Fireplace Warehouse and Henry are the best. read more

Bought a table top gas heater here. Shipped out right away and was perfect. Great service from these guys!

I've been a customer of fireplace warehouse for quite some time time. For years I had nothing but good experiences with them. But recently....WOW..... I've had so many problems (with both my fireplace and evaporative cooler) that I've had to start using another company for this year's cooler start-up. They missed multiple appointments for my fireplace servicing last winter, and when they did finally show up I had to have it Red-Tagged by Xcell Energy TWICE since we kept smelling gas after two different service calls to fix their mistakes. Then this spring they have been no shows on 2 separate appointments - no calls, nothing!! I've had it with them....... Randy T read more

I am a residential designer and have worked in the business for 25 years. I used FW for a customer and had a terrible experience. The black paint on the outside of the fireplace that tiles adhere to was faulty. A week after install all the tiles came crashing to the floor scarring the floor and scaring the client. It took weeks and half a dozen phone calls to get reimbursed for the broken tiles. I only asked for $100 to pay tile installer. I did not charge for my numerous visits to my clients or for my time @ $150/hour to order, pick up and deliver replacement tiles. I practically begged to get $100 to pay my tile installer. Please do not use this company. They don't stand behind their product and are very slow to respond if there is a problem. I spent about 6 hours of my time fixing a problem that was due to faulty equipment and bad customer service. read more

I would avoid business with the Fireplace Warehouse. Be extra careful of their $100 Yelp deal as it is a scam to lure you. I recently moved into my new home that had a small leak in my gas fireplace, as confirmed by the inspector. I hired the Fireplace Ware house to come fix it. I scheduled an appointment at 2pm, the worker did not show up. I had to call to see why he was running late. He explained that he was busy and that he couldn't come until later on in the day. Shouldn't he be letting me know instead of waiting for me to contact him? He promised me 4pm after that. 4:50pm rolls around as I keep trying to call him to see where he is at. Finally shows up and looks at the fire place for 2 mins. I point out the problem and he says that he does not have the part for it. He then proceeds to up-sell me to buy a whole new fire place. I tell him no so he confirms that he will look for the part when he gets back to the warehouse. A few days pass Day 3. Still no word, I call and speak to their customer service rep that says he will call me back in a few minutes. No returned call. Day 4. Call again to see if the part number has been found. Promised a call back from the someone who would know. No returned call. Day 5. Call and have someone walk me through how to shut off the gas. The gentleman walked me through it and promised me he would have his employee call me back. No returned call still.... At least my gas is off now! To sum it up... - $100 for someone to be 3 hours late and do 2 mins of diagnostics. - No one will return my calls. - Avoid at all cost! read more

Customer service is non existent. Run, do not walk, this place sells junk and the service is even worse.

We have bought five units from this company. When we first starting going to Fireplace Warehouse and working directly with Bob, the owner, we could not have been happier with the service. The past few times we have bought gas fireplace/heaters, the experience has been frustrating and disappointing. The new manager did not address our concerns, did not return our calls and did not handle the communication professionally. If we have other options in the future, we will certainly consider them. read more

Fireplace Warehouse did a whole project at our condominium complex. They made a great deal of money (more than 2500 condos) and the result was very poor. read more

I don't know if I could quite encapsulate the drama of our issues with this store. After almost a year and a half of dealing with them we have finally called it quits. Especially since the manager had initially promised to care for our fireplace outside of its warranty - since we had such serious issues going all the way back to the installation itself. After numerous visits and a lot of headaches later - they still hadn't figured out the issue with our Napoleon gas fireplace. I had to take it upon myself to file a complaint with the manufacturer about our faulty fireplace. Am now using someone local and responsive to our needs. While the staff at FPW is very friendly - I would not recommend this store at all. read more

WORST COMPANY EVER!!!!! Part they sold us went out will not replace sent their out charged two times for them to come out and then said they would not cover the part that we bought from them less than two months ago Amy general manager horrible excuses excuses our tech had a baby I'm sorry that's how you run a business you don't send anybody out because somebody had a baby worst company ever RUN RUN RUN!!!! DO NOT DO Business with them!!!! Funny how you were going to replace it until you found out that your tech who was not certified came out and screwed it up the first time!!! Worst company ever!!! Should've known not to use you when it took me six weeks to buy the original parts that I have a receipt for for over $600!!!! read more

I purchased a free standing gas stove from them. Mason helped with providing the quote. He was very responsive and the quote was very competitive. They even sent someone out to my house to evaluate and take measurements before they quoted the stove. They scheduled the installation at a time convenient to me. Sean and Paul did the installation. They knew what they were doing, very courteous and thorough. Answered all my questions, provided instructions on the operation and cleaned everything up before leaving. A very positive experience. read more

They just finished adding a gas fireplace to my new house, which did not have one. It is stunning! They are very meticulous and I am picky. The mantle is gorgeous and so is the glass tile work that they put up around the fireplace. The prices are reasonable also. read more

Hard to find, but someone has done a great job with arrow signs if you know you should be looking off the Main Street. Plan to find the Health and Human Services building and then drive behind it. Great selection of all types of fireplaces. This was the second place we went to and the prices and selection were definitely better. I really like that they had displays so you could try out the fireplace and ask questions. read more

The worst experience I have ever had. Don't wast your time!!!!!!!!!!!! We ordered a fireplace in late November and it was finally installed at the end of March...just in time for Spring! One word: INCOMPETENCE! It may cost a little more...but SPEND OUR MONEY ELSEWHERE and get some real customer service. read more