Great service; very accommodating; extremely knowledgeable. They are my number one go to people for my fireplaces

We bought our fireplace insert / logs from Hearth and Home. Our builder also recommended them. - friendly staff - nice and quick service - made sure we were pleased with our purchase - ensured we understood our unit and how it would work Also, 2 years after the purchase, we added a blower and they were great to come out for install and set up. Our whole experience is 5 star rating. read more

I have been waiting 3 years for a piece of glass for my fireplace. I am standing inside the store.....for the 5th time hearing the same excuse. they want me to give them my number and they will call me when it comes in.......just like the past four times. manager or store owner is hiding in the back and doesn't have the balls to come talk to me. he is having the customer service flunky to try and locate one at a different location. I know the outcome and I will never see this peice of the fireplace that was never delivered when installed. if you do business with this place.....you deserve the poor quality that will be provided. I normally don't leave reviews but this has prompted me to leave a -10 for this place of business. read more

RUNNNN!! If your builder sends you to Hearth & Home be ready for the worst service ever. Staff is incapable of getting your order correct, then by the time they get things correct and place your order they come back and tell you the product is no longer available. They will not return calls or emails so plan on taking multiple trips into the store to attempt to get assistance. In the end I only purchased ONE lighting item from them and purchased all my others on my own out of pocket......if I hadn't I would still be waiting on products and not able to move into my new home. After move in I had an issue with the fire place setting off the carbon monoxide detector and the rep told my realtor I needed to 'cure' the logs and burn the fire place for 2 hrs in order to do this and to open the windows. As a retailer and installer of the product this should not be on the buyer to figure out on their own and truthfully should be completed by the seller of the product before or after the install. Lastly be aware that when you do speak with staff/reps they will always tell you they have it handled and that they are taking care of it.....beware this is far from the truth and they will continuously tell you whatever they think you want to hear vs being capable of producing. You have been warned!!! read more

Great company!!!! customer service has gotten way better!

So, communication errors occurred on both sides. Melanie scheduled the owner, Scott Norwood, to come inspect the fireplace at a home we plan to buy. She scheduled it between 5:30 and 6:30pm. I did not realize that was a window for his arrival time. Thankfully the homeowner was there to give him my check since neither I nor the real estate agent had an hour to wait around outside of the house waiting to let him in and/or pay him. Maybe he gave a great explanation about how it all worked to the owner of the house, I don't know because I wasn't there. My real estate agent tried to get a report back and then we called. Melanie said, "He came out and inspected it and everything is fine." When we asked for more detail she said, "I don't know what else to tell you, everything is fine." She said we would not get a report and she acted put out about having to email us a receipt. When we asked to have the owner (who did the inspection) call us back, he was antagonistic to start saying how this was the third call he received about that fireplace today. He then said he got the check from the owner, did the inspection, and told him everything is fine. So, he did not even realize that he had never talked to the person who paid him at all. We argued about him being late and that is why he did not actually talk to the person who paid him, but we apparently did not understand that the time was a window of when he'd arrive. Then he got snide that Melanie had already told us it was fine. He wanted to argue how Melanie had told us that it was a time frame and how Melanie had told us it was fine already. He was so defensive about Melanie that I'm not sure he ever caught on that the people who paid him had not heard from him at all. He saw us as an annoying afterthought instead of trying to understand what the miscommunication issues were. Then he hung up on us, saying "You do that" when we said we were going to write a review about our experience. So I own my error here, but he did not own his. I STILL don't think he understands that was the first and only time he himself had actually talked with the person who paid him. Be wary. If there's any miscommunication, it will all be blamed on you, and you'll be hung up on without any indication that owner ever bothered to understand. The sad thing is we were hoping to convert that fireplace from gas starter to regular gas fireplace after purchase, but we won't be using them. read more

On two recent occasions I visited Hearth & Home needing help. One of my problems involved product purchased from Hearth & Home, one did not. It did not matter, the people were SO nice and helpful. I was able to resolve both problems, with their help. Thanks for old fashioned customer service! read more

I called for help with a log set/stone set for a fireplace on a Friday. Call wasn't returned until Monday. Then I was basically told-old fireplace, no "parts" available. The company that made it is still in business but can't give you the number I call-it's for dealers only. Don't know if anything else will work instead-and basically don't care! Good luck finding something on the Internet. Very bad customer service or should I say no service at all! read more

They probably have the worst customer service of any business I have dealt with. Call them and ask to schedule an appointment to have your fireplace repaired. They will respond with you will get a call back in 24-48 hours. That is a joke. I waited 7 days and called them back. And was told we will call you back in 24-48 hours. Again a joke. I gave up and called another company. Then 2 weeks later they finally called. I let them come out and they weren't able to fix the fireplace issue anyway. They gave me some names of the local competition that might be able to help me. read more

While Hearth and Home (H&H) has a very nice display, based on my experience I would not trust them. We ordered Monessen Hearth Systems Company (MHSC) vent-free gas logs and a firebox from H&H 3 weeks before our fireplace renovation was to start. We were assured by H&H when we ordered that the items would be in "next week." When the project started a week later it took 6 phone calls to get the firebox delivered two hours later than promised. I was also promised that the logs would arrive a few days later...which they did NOT. The day after the logs were to suppose to arrive I called and was told they would try to find out where our logs were. We went promptly went to H&H, demanded and got a refund on the logs. I went to the MHSC website to find another dealer for the logs in the area. I was surprised to see that H&H was NOT listed as a MHSC dealer, but was pleased to learn that Spavinaw Stove Company in Gentry WAS listed. I called Spavinaw Stove, verified that they are a MHSC dealer, ordered the logs for $125 less than I paid at H&H and they arrived in 4 days. As I said, based on my experience, do not trust H&H. Would I trust H&H to install logs? I think not. read more