My experience was nothing short of awful. I went into Henry's on November 27th to order an electric fireplace. I have a huge opening for a fireplace and told them it was very over sized, gave them the measurements I had taken, but asked them to please come measure. I told them that as good as I am with a measuring tape, given the cost of the fireplace, I would feel better knowing that the professionals measured. He told me they would and they would have to order a custom surround. I had no idea how these things worked. His (Jim's) words were "we will make it work". Nobody came to measure. I took him at his word "they would make it work" and he sent me an invoice for half, I paid and then he ordered it and still didn't come measure. Him saying "we will make it work" meant to me that he ordered the size I gave them and he could make it work. Then, he said IF it came in before Christmas he would come install it himself. Christmas comes and goes and no fireplace. Thats' fine I knew it was a long shot. Finally, the installers scheduled the appointment. Two very nice men came and as soon as they got it out of the box they looked at each other. They said "we are sorry but this doesn't fit". I told them that I ASKED Jim to come measure and he never did and said he would "make it work". There was no making it work. On top of that, the logs I was shown in the store (birch logs) looked nothing like what I got. They were riduclous and looked like two arms sticking up in the air. I have added a picture for reference. When the installer called Jim to tell him this thing didn't fit, and gave him the measurements, he said "Oh that is a big fireplace". What???? I told him it was huge! I gave him THAT MEASUREMENT. It was in the notes in my phone what I took to him initially. I went into the store and picked out a new fireplace and was told it would be about a month since my surround is custom. Ok, so another month goes by. In the meantime, I asked Jim when I was in the store, and a few times by email to please get this out of my house. It was atrocious. The picture I posted is what I was left to look at for almost SIX WEEKS. It was never removed until they finally delivered my new fireplace almost the end of February. 85 days it took them to get this right. Don't worry though! Jim made sure to email me an invoice every single day until I paid in full. They can't measure and order the correct things, but they can be on top of that! Incompentency at it's finest. read more