We had a fireplace installed by Friendly Fires in Peterborough this past January and the whole experience was excellent from start to finish. The salesperson was very attentive and easy to work with. Before the installation, they scheduled an inspection to come out and look at our setup and discuss the specifics of our situation. After the visit, the salesperson called me to walk through a few challenges with the installation and proposed a solution that made a lot of sense. Once everything was sorted out, the installation was scheduled and the crew did a fantastic job. They were professional, neat, and tidy, and the work area was left very clean when they finished. Overall, it was a great experience and the fireplace looks fantastic. I would highly recommend Friendly Fires in Peterborough to anyone considering a fireplace installation. read more

Outlined below is my experience with Friendly Fires in Peterborough, Ontario, detailing the challenges faced during the purchase and installation of a propane fireplace. Purchase and Initial Communication * On September 20th we paid a 50% deposit for a propane fireplace, with an initial installation date set for mid-November, pending an on-site inspection. * After the inspection, it was determined that the chosen fireplace model would not accommodate a TV above it due to clearance issues, leading to internal discussions at Friendly Fires about potential exemptions to manufacturer specifications. Time taken by Friendly Fires to make a determination delayed the entire process and caused us to look for alternatives. * We researched alternatives and selected a different fireplace model, which was ordered after further assessment. Manufacturer specifications for alternate model met our requirements to have a TV installed above it. Installation Delays and Responsibilities * The installation date was initially pushed to December 8 due to the model change, but after escalation, it was moved back to November 17. * I was surprised to learn of my responsibilities for framing and electrical work, which had not been communicated earlier, resulting in unnecessary expenses on my part. * Installation challenges arose during venting of the unit, with subcontractors lacking necessary plans, raising safety concerns for me. Follow-Up and Customer Service Issues * We experienced poor communication and inconsistent information from staff, leading to multiple follow-up requests for clarification on outstanding issues. * A telephone meeting with the GM highlighted the need for improved communication practices within the team. * Subsequent installation of porcelain liners was scheduled, but further delays and lack of responses continue to frustrate us. Despite an undertaking to expedite the needed work and provide a date for same remains outstanding as at January 25, 2026 . Conclusions and Recommendations * My review identifies ineffective communication and unclear customer responsibilities as major issues. * Recommendations include providing communication training for staff, clear written guidelines be provided to customers at the time of purchase and establishing standards for follow-up communications to keep customers informed as to status and progress. * More than 70 days have passed since the initial installation, and we do not yet have a working fireplace due to work still to be completed. Nor do we have a scheduled timeline for same. * Having paid the balance owing in full on November 21st we have little leverage to get all work completed. read more

We decided to upgrade our cottage just outside of Lakefield Ontario. We had a fantastic experience with Friendly Fires in Peterborough. From the moment I walked in, the staff were welcoming, knowledgeable, and genuinely interested in helping me find the right fireplace for my home. They took the time to answer all my questions and explained the different options clearly without any pressure. The showroom is impressive, with a great selection of fireplaces, stoves, and accessories, which made it easy to compare styles and features. The team really knows their products and helped guide me toward a solution that fit both my space and my budget. Overall, the service was professional, friendly, and efficient from start to finish. If you're looking for a fireplace or expert advice in the Peterborough area, I highly recommend Friendly Fires. read more

Charged $400 for a diagnostic. Told the starter needed replacing. Then told it needed a rating plate to order it. Oh then told that the same fireplace was assessed previously under the former owners of the house and that the part could not be replaced. If you had that in the record why didn't you say so in the first place before billing me and wasting everyone's time. I will not be using your services again and will advise everyone I know to avoid your business. read more