Customer service is the worst No personality Couldn't be bothered to help Walked out and will find another dealer read more

My fireplace insert has never worked properly and I hv a terrible downdraft which causes my house to stay cold. It's been an ongoing problem. Hearthwork s didn't help at all. read more

The goods....lots of knowledge about products sold. Very efficient at taking your credit card information. The bads...basically everything else. Very dishonest as to when the stove we purchased would be delivered and installed. Was told 4-6 weeks, which was a reasonable time frame. If things go perfectly right, stove WILL NOT be installed until after the 1st of the year. If install company sticks with this schedule, it would be closer to 4 months after purchase for things to be completed. Totally unacceptable. Please save yourself the time, money and aggravation, and go elsewhere. read more

today i went with my daughter and we spoke with mike he was very helpful to my daughter in choosing an electric fire place.mike was super proffessinal in advising my daughter . when we left we were 100% happy,the service we received , i will say disregard all the negative reviews and go there for yourself i`m sure that you will leave ha[py read more

per your request I'm changing my post... Ya I was on military orders deployed, sorry i wasn't going to trouble my wife who was home with an infant with cleaning a stove and lugging wood pellets. never was I told that there would be a service fee to repair my stove because I happily would've paid the fee. All I wanted was for my stove to be fixed and working that's it. Paid 4k and it worked for 5 days when I came home. called you guys to see if you could fix it and you just kept kicking the can down the road. So I wrote a review on google about how you basically don't take care of what I would've considered myself to be a loyal customer. mike called me within 30 mins and said that he would come down and fix it himself. He didn't fix it, I found someone to fix it. Again you guys are not keeping up with your end of the deal as business people. if you take care of a customer they'll take care of you I.e referrals and continued business/purchases. Doesn't take a rocket scientist to figure this out. instrad you guys post pictures of yourselves on google with certificates that you probably created yourselves on PowerPoint and then give yourselves 5 stars to fudge your ratings. your ratings on yelp are trash and you're barely holding on with 3.8 on google. Maybe you should try to be accountable and work with customers in lieu of arguing with them whenever they write you a review that you don't like. After this experience I can tell everyone that you guys are not worth the trouble and that they should take their business else where. Bottom line up front is 4k spent on a product that worked for 5 days? why should I have to fix that myself? thanks for the understanding and your willingness to work with me, scumbags. to everyone else who reads this post do yourself a favor. do not go here they're trash business owners who only want your money and don't stand by their products. Don't burden yourself with what i dealt with. find another business. they won't last long if they keep this up, they have no help/staff, they don't hold up to their end of a deal, and then they'll argue with you and everyone else who writes a truthful review about them. read more

I have nothing but praise and admiration for Hearthworks of North Reading and the owner Kaala , along with her aide Michael. From the presentation of various wood burning insert options to my selection and actual purchase and installation, I found them forthright, even to their deficit, patient and understanding. I am 80 years old , hard of hearing, and with short term memory issues, so most of our conversations needed to be repeated a few times. Never did I detect annoyance from them. I have tested my Napoleon Oakdale insert and it functions exactly as they said it would. I am hoping for cold weather SOON. I heartily recommend Hearthworks and their astounding staff for their honesty, fair pricing, patience, and knowledge. You can't go wrong with working with Hearthworks of North Reading. read more

It took months for the fireplace to arrive. We were given misinformation about the installation. Their customer service is beyond terrible. In the end, we ended up paying well over $1,000 more than we were quoted due to Hearthworks' incompetence. Take my advice and that of many on Yelp regarding this business. They care little for the experience of the consumer, and they've done a great job of figuring out how to distance themselves financially from any issues incurred during the purchase and installation process. These people are grifters that you want to avoid at all costs. There are other local fireplace stores with better reputations and much better customer service. read more

I highly recommend this business! Kayla is very helpful and patient. We bought a firepit table and it includes free assembly! The store is very nice with a multitude of mantels, screens, and electric and gas inserts. It is definitely worth a visit!!! I saw a negative review but my experience was great. Sometimes there is no pleasing certain people!! read more

BUYER BEWARE!!! I have to say all the bad reviews on this store are true!! I bought a gas fireplace and received it broken. Ans was accused of breaking it. I was told the part that was broken would be under warranty but I would have to pay to fix it at a discounted price. I asked what that would be and Kaylaa said you were told it would be discounted? I have now been waiting for the part for over a month. With no returnEd emails or phone calls. Ans when you get them it's always an excuse. We were out sick it's a holiday. The company refused to pay for the part. Here it is 3 weeks later no part no calls. And NO RETURNS!! They just want they money and the customer service will go right out the window. When we picked up the fireplace in another location, one of the workers were not happy with Michael the owner. And a woman in the store was flipping out cause no one would come fix her fireplace for over 6 weeks. This was a bad sign all together. Kaylaa will come to defend this with all her lies. Believe all your bad reviews here. And call the Attorney General! We are seeking counsel on this matter!! There is so much more to add to this. Can't wait to hear her lies. BUYER BEWARE!!!! read more

Cover on first pallet of wood pellets was damaged. I tried to exchange several bags that were soaked, the DAY AFTER they were delivered. I was told by the guy who waited on me that they DON"T TAKE THEM BACK. After an argument, I insisted they exchange them or I would not leave. Agreed to exchange and he walked away furious. Will NEVER buy from them again and will just have to hope the other pallets that are still packed (in the garage) are okay. read more

These people are nothing but con artists. All they are interested in is selling you a stove. After the stove is sold, the chase is on. They tell you the installer will call 24-48 hours to get thing done. I had to wait 10 weeks to get a response. That is in due part because we called over a dozen times with no returned calls until a scheduled delivery. Went to the office with open promises. After the contact was made for the install, we asked for a call ahead with no call and someone pounding on the door. When the stove was installed, they reinstalled defective parts and new parts not installed. went back to the office for assistance, with no resolve. I will have to pay someone to fix their problems. Please stay away!! read more

Not impressed with installation crew lots of bickering and appeared unsure of what they were doing. I realize it can be difficult but as a homeowner I want insert installed to code so I don't have to worry about possible chimney fire. Definitely not a recommendation find another retailer and installer read more

Bought a napoleon insert from them a couple years ago. The installer they used was unreliable and did a terrible job. Pilot shuts off constantly, blower that we paid extra for has never turned on. Tried to get them to fix it countless times but they blamed it on the installer bob and never bothered to follow up or schedule someone else to come out. All in all a terrible experience with these folks. read more

Purchasing our Vermont Castings Direct Vent Gas Stove was a great experience at Hearth Works! Advice from Michael led us to a unit that works very well in our home. The plumbing and installation following our purchase, referrals from Hearth Works, was timely and well coordinated. Couldn't be happier with the entire process. read more

There really should be a 0 star option. Worst experience of my life! And it's still going on...purchased a pellet stove from these guys. There contracters from NH installed it. Told them they weren't installing it properly and was told this is the unit I paid for. Did a very sloppy job. Talked to the store and they said I should have kicked their contracters out of my house and it was my fault. Talked to the owner of the contractors company SUNRISE BUILDERS and was told I had a crappy salesman and again it's my fault. After some investigation on my own I found out I paid for a building permit THEY NEVER PULLED! Called the store today and was told, "You're not supposed to pull the permit until it is installed"!! Are you kidding me?! Hearth Works Fireplace Center and SunRise Builders have not heard the last from me! read more

Buying and installing a gas fireplace insert is complicated: First you have the salespeople at health works. All they do is sell the equipment; then you have an electrician who installs an outlet in your fireplace; next you have a different company actually install the fireplace; then the propane gas company provides a tank, and generally you have to dig a trench for the gas line that is 20 inches deep and at least five feet from your house; then you have the inspectors from the town. The propane guy after he installed the line and checked to make sure the fireplace was working and getting propane said that the seller or installer should come back and make sure the flame was properly set so that our insert did not fill up with soot. Hearthworks said that was the responsibility of the installer (Spinosa Maintenance, LLC). The installer after five days finally reurned my call and said that the flame had been adjusted at the factory and they would not come out to check on it. I called Hearthworks back again and said that as a safety issue, with so many hands involved in the shipping and installation of the insert, that surely someone would make a final check to insure that everything was in fact working properly. They said they would check with their installer. I never heard from them again. Hearthworks takes no responsibility for the work of the installer, and you are on your own! Debbie at Spinosa absolutely refused to come and make a final check on the fireplace to make sure everything was properly working. The blower fan is beginning to make a rattling sound. Who do I turn to? Heathworks? Spinosa? read more

I just bought a new Hearthstone wood stove from these guys and it's great. Pat Rafferty helped me through the process of getting what I needed and I'm glad it's finally all done. I'm glad I did the purchase in the summer to avoid the inevitable rush that hits once fall comes here in New England.The third party installers did a fine job. They were professional, personable and cleaned up after themselves well after a dirty job. read more

We had an issue with our soapstone wood stove (which we love!) that we had purchased elsewhere about 11 years ago. Kalaa and Mike were super helpful in following up with the manufacturer regarding warranty coverage. The parts were covered and we had the very best outcome possible! Kalaa was great in communicating with me via email to let me know the status of things. A big thank you to Hearthworks Fireplace Center, Mike, Kalaa and Hearthstone for standing behind their warranty! read more

Exactly like previous review that once they get your money they just don't care. They won't come to your home to advise and they DOUBLED THE COST of installation after we already paid. Upon delivering our new fireplace insert there were FACTORY SECOND labels on on what we had paid full retail. We rejected the insert as fraud seems to lurk from the top down of this company. read more

We learned about the idea of fireplace inserts from our friends. They suggested these guys and so we wandered over, chatted with the salesman, and made a purchase. So, I'm generally a super over-researcher. Thus my Yelpiness. For this, I didn't research a lot. We listened to our friends, went to the store, and trusted the salesman. And he was good - smart, nice, good talker. We liked him. He was also responsive to our calls. We went with a gas insert upstairs and wood-burning downstairs. Turned out (all going through this company), this required like 3-4 other ppl. We needed to have our chimneys checked/swept. We needed one company for the gas-installation and another for the wood-burning. Both were awful. They took much longer than they said, did sloppy work, and were super expensive. The gas guy told us he'd mentioned the need for an electrician, which he didn't - I don't forget things, especially something like that - and then we needed an urgent electrician on the spot. The electrician was great, but had a lot of trouble getting in contact w that guy. And in the end, he did a sloppy job adding a gasline, scratched the facade, and was generally awful. The insert needed an extra metal piece to blend in better to the fireplace - he took a piece of metal and just set it on top, looking awful. We complained to the Hearth Works salesman and he gave us yet another number for a guy, who was all too pleased to come out and charge us for this other fabricated part. The wood-burning insert was another joke. They had a guy come out to measure it, and he gave bad measurements. SO the insert didn't fit right. They broke out some bricks in the back to make it fit, then set it in. It still didn't fit great in the front and they just set it on top of a few bricks so it was okay. It looked stupid. We had a fireplace floating 3 inches above the ground w a couple of crooked bricks under it randomly. We had yet another guy come out to help us fix that. So after thousands upon thousands of dollars, months, probably 100 emails and phone messages from me to a bunch of different ppl and companies in order to get ppl to do what we were paying them (too much) to do, they were finally done. They look fine and are nice, but it was just awful. read more

They have an okay selection as far as having a dealing nearby, but their service is where they are lacking. We purchased a stove with them and their inexperienced salesperson fumbled his way through the process. We called the following day and spoke with the manager to confirm the order was correct and he grunted a yes. Sure enough, when everything arrived last month, there were two pieces that we're not ordered and one piece, a special order piece, was incorrect. I understand that their is a heating panic in the northeast right now and that stores such as this are struggling to handle the volume of customers, but it seems as though other similar stores are handling it better. They no longer answer their phone and a message says that due to the amount of foot traffic into the store, if you have questions or need to speak to some to someone, you need to come in. read more

We bought a gas fireplace conversion insert from Hearthworks. The selling process was fine and our confidence was high. But after they had our money they dropped out completely. Wouldn't return phone messages, delayed delivery for months. When they finally did the installation, they made several major errors. The person they sent to repair the problems had never worked on a fireplace of this brand, and had no idea what to do. We eventually spent the money to hire someone else to get it working. This is just one family's experience, and perhaps it was an outlier, but given the choice I would endure a cold winter rather than deal with this store again. read more

If John is still there, Stay away. He went nuts when I asked if they could meet a competitors price. I wasn't even talking to him. Never again! read more

We purchased a beautiful woodstove from this store. The salesman, Michael, helped me select the right stove for our space. I explained that the space where it would be located was very tight and he suggested a hearthpad which would have angled/beveled corners ( called "doublecut") so as not to intrude too much into the limited floor-space of the room. When the day came for delivery and installation, however, the hearth pad was the large square, not the one I had ordered. So, installation was delayed until the right hearth pad could be ordered. To condense this story, in the end Hearth Works did not honor the order. It would have been too costly for them - even though it was their mistake - to send installation workers a second time. We ended up being stuck with the wrong part. They offered a small refund which did not nearly even cover the cost of the wrong part! We were very unhappy with the service and response to a problem which was their own error and would never do business there agaim read more

The most informative and knowledgable about their products in the area. Well cared for showroom with experienced fireplace experts. 25 years in business. A network of professionals in the industry. Before you judge them on a bad review, remember there is as always two sides to every story. read more

Is there anything lower than 1 star? If so, this place deserves it. Poor customer services is only the start. If you're looking for a good selection with terrible service - you've come to the right. After getting the run around from these guys and hearing horror stories from other locals who purchased from these guys, we found the same selection and much better service at the Fireplace Center in Kingston - we also had a much better experience with the Yankee Fireplace center in Middleton. By the way, they DON'T sell pellets, I don't know what the first reviewer is talking about. read more

Bought a wood stove here. The store service people were great. However, they set up an installation by a third party, and these guys were incompetent and unpleasant. The stove was installed too close to the wall (vs. the information on the nameplate) and it took more than a month to get it grumpily corrected. read more

Buyer beware. I purchased a rather expensive gas fireplace from them and a handful of years later had a problem but in the mean time they stopped carrying the brand I had and left me on my own to get service somewhere else wouldn't even order parts to do myself. Wouldn't even go so far as to make a phone call to someone that might carry the parts I was completely on my own. And of course no one else wants to service a fireplace they didn't sell me read more

I bought 2 pellet stoves here . The first being new , the second being a store used floor model which I was told would be cleaned & had a 90 day warranty , well this past winter we had an extreme pellet shortage and only ran about 5-8 bags through the stove . Then on the final bag there was a hopper fire . I contacted HW and the person I bought from stove from told me it would be covered . There service department told me it usually isn't and to call there install company because that is who services for them (they also installed both stoves) . So they came and picked up the stove and would call me & let me know what the problem is . When they called they told me they don't wanna get in trouble but the side ports were. 90% blocked and would usually take a couple of tons to block them that much . It was about 600$ to fix , this fire was 60 days into the warranty mind you and HW was brutal with customer service after getting nowhere with the north reading store I tried to get a hold of the owners in New Hampshire . I was told by the lady who answered that they needed my name and reason for calling I gave my name and said I would like to discuss the matter with the owner , she said he would throw the message away !! So after she interrogated me I asked to speak to the owner , she replied he is away for the summer !!! This was in May !!!!!!!!! So after calling & calling a manager agreed to give me a ton of pellets which is valued at about 300$ retail they obviously pay less . And it cost 600$ to fix . I told them no my wife told them yes , I still haven't picked them up. & am still so upset I'd like to take them to small claims court . Don't buy a stove here service is very important with pellet stoves & if they don't stand by there product you're in trouble !!!! Travel further , look elsewhere , do yourself a favor don't buy here. !!! read more

Horrible service. I had some difficulty with my order and sales staff were not helpful, belligerant would be a better word choice. The contractors they use to do woodstove installs are also pretty bad. They did a sloppy job and left a hole in my ceiling then would not return any calls to address the problems. But that's OK, they are so busy with new installs, who cares about the people who have already paid them their money. Too bad you can't give 0 stars. read more

Don't try to call this place! Their message consists of "we're too busy to answer the phone... if you have a question...COME IN". Are you kidding me? I bought a stove from them and have been trying to get it delivered. I ended up going in (as I couldn't get even voice mail) last week looking to see if the stove was in and was treated rudely when I comented on their phone message and was told "I answer 75 calls a day!". This place needs to realize that it is good to be busy and they need to deal with it in a professional manner! read more

What can I say about a place who has taken business to a new line of low. First, they initially lost our 3000 dollars, they called us accusing of of not paying - which we clearly did as we had our billing statements as proof. Then when they found our money they offered no apologies. THEN, we put our order in in July. They said it would probably be in & installed in September. WELL, we are at the end of November, no fireplace insert & NO PHONE CALLS back. Apparently this place thinks they have such an important business that they do not need to contact their clients when their is something wrong with their order. We are in the process of trying to cancel our order because how can we trust a place who so obviously lacks any respect for their customers. This place is fill with fake promises & total disregard to customer service. What a shame. read more

This place was great pre sale. (Michael Bergeron) Once they have your $ they could care less. They sent quotes for every conceivable option, were immediately responsive if you have a question and are more than cooperative when ordering or taking your $$. After the sale it is the worst customer service you can imagine. When the installers came to put it in; the wrong surround was sent. No hurry to get it here, no offer to have it shipped priority, nothing. Promised to come the day the gas was installed. NOPE! Scheduled to come 2 days later on Saturday "after the shop closes.". The day the gas company comes to install the line, missing LP conversion kit, never ordered because the salesman had it as a natural gas install even though they recommended the propane gas company and were copied on the email when the gas company cancelled the installation of the gas line on the morning of the installation. Asked them to rush the part , have it Fed-Ex because we were having Thanksgiving here, NOPE. "probably not worth it because we aren't going to be able to arrange all that even though the installers ".. are in the area all the time." They could absolutely care less, no apology, no we'll rush it, no we'll make this right. In my opinion well worth going somewhere else. I wish I had read these other Yelp reviews prior to purchasing! The unit was installed over 3 weeks ago now. Not useable yet! read more

absolutely HORRENDOUS customer service. for 2 reasons. first, when i called to schedule a cleaning for my pellet stove, i was told quite abruptly that they had no time to come and do it and that it was my fault for not calling early enough. really? second, after waiting for nearly 2 weeks for a service call to fix our broken stove (in the middle of february when the temp was in negative digits), the tech called from the end of our driveway and stated that he was not coming into the house to fix the stove because our driveway wasn't plowed...A) there were 3 inches, B) he had a truck, and C) he could have walked up our driveway. we pleaded with him, but he still refused. after calling to straighten this out, all i got was voicemail. i never received a call back. seriously? absolutely horrendous. read more

I made a purchase at this store. They had what I needed. They salespeople didn't include everything so I had to go to a second store in the area of my summer home. The project did not work out and I returned everything to the store near my summer house. When I returned the materials to Hearthworks I was informaed that their policy is not to take returns. They offered me half price on all the piping. I felt it was unfair. They were not disresepctful, but their policy is not great. Anyone need stove pipe? I have $412 worth that I would gladly see for $206 they offered to pay me. read more

Hearth Works fireplace sells great stoves but has by far the worst customer service when you have an issue with your stove. The company is unable to service the stoves in a timely manner. The service department is located in Hookset Nh you get the answering machine 50% of the time in which they NEVER return your call. When you do finally reach the service department the woman Mary is extremely unprofessional. She never has an answer and always seems too busy to help you and please whatever you do, do not show your frustration like I did because she will hang up the phone on you and refuse to service your stove or order you any parts. So buyer beware do not purchase a stove from Hearth Works because if you have an issue they are unable to resolve it and definitely do not care about the customer once they have sold you the stove !!!! read more

If i could give this business less than 1 star, i would. They will take your money and make false promises. I eventually cancelled my order because they kept stringing me along. save yourself some aggravation and go somewhere else. read more

I am in the market for a wood stove, and have visited several fireplace stores around the north shore and a few on the south shore. At first I wasn't sure if I was getting the usual sell job, but I realized that their expertise and professionalism were what I was looking for. read more

I would not recommend buying a fireplace here. My wife and I bought a gas insert in August, and we still don't have it installed and working. Not all their fault - there are a number of players involved in the installation - but when the installation company came out for the third time and couldn't fix it and needed to order another part (that will once again take weeks), I asked Hearthworks to take responsibility for selling us a lemon by either giving a partial refund or swapping the unit. They refused to do either. At this point it looks like we will have another winter season of electric space heat. read more

Bought a gas stove from these crooks a year ago. When I ordered the stove I also purchased a primed corner cabinet. The cabinet was delivered unprimed and the installeds said that I should talk to Hearth Works about the mix un. The people in the North Reading store attacked me saying that it was my fault that the order came in wrong and I still cannot believe how rude these people were. Talked to the installeds and all they said was this company is one of the worst that they deal with. Problem cabinet problem was never resolved. Do yourself a favor, do not deal with Hearth Works Fireplace Center! read more