Was really helpful, didn't carry parts for our fireplace but quickly gave me phone numbers for other places that do.

These guys are fantastic. We went to the fair at Monroe looking for a stove dealer, found Monroe Fireplace and delt with Bob. He was very informative and provided an estimate that was better than any of their competition. So we decided to by the Lopi gas insert. The appointment for the measure was scheduled. They were on time, but found we needed a smaller unit due to clearance issues. Woo Hoo - saved more $$$ So the day of the install came. The crew was on time, clean and had it done within about 2 hrs. For 24 years in this house, the family room has allways been drafty and cold. With the insert, it became a comfortable room. So we started enjoying a fire every night. Then came the storm and power outage. Guess what - the insert still worked and kept that part of the house warm. So bottom line - Thanks Bob and staff for the fantastic service. We will highly recommend you to anyone who asks. read more

Poor Customer Service after the sale: I bought a Lennox Hearth Product Woodstove from MF&S. Less than 3 weeks after the sale, due to a design flaw in the door latching mechanism, I broke the glass in the door. So I call them, 30 seconds into the call, they have made up their mind as to the whole story and not for one second do they support me or even consider my issue. It's my fault. end of story. If I wanted to get the glass replaced, I could disassemble the door assy and bring it in for replacement ( not warrentied) or I could wait 3+ weeks for thier service staff to come in and get it & however much time it took to get back out. Suffice to say, I figured out how to take apart the door ( I sacrificed a screwdriver to punch out the hinge pin) I will say they have good product selection, nice sales floor, and affable sales people. The people I worked with on this issue were not involved with sales. Nor did they empathize with the customer. No customer advocacy whatsoever. Due to their lack of support - or caring, they have lost all future business we would have done with them. I get it. I broke the glass. The lever of the door can be latched close 3/8 of an inch before it seals. ( meaning that you can lever the glass against wood. Unless you spot it, your glass will break. Folks with depth perception issues- watch out.And did they care? No way! It is your fault no matter what. There are other wood stove places in the area. I will research better when I need that type of business in the future. If you break your stove glass - Contact a good Glass Company. They can replace (BTW- I see Mike B's. review and his experience was definately not mine. I have seen a few other reviews for this place and noted that there were similar dislikes of the non-sales staff) it and far cheaper too. read more

We love our stove that we bought 6 years ago. Just called there because our fan sounded funny, and they had all of our information on file. And they gave me some tips on trying find out what was wrong. We had not cleaned the filter, so now our fan is running great and out house is heated by this small, beautiful gas stove. They have great customer service! Seem like very honest, hardworking company. The service people were on time and very nice. read more

Hard to imagine a worst customer service experience. We have a broken gas fireplace, so my wife chatted with them at the Evergreen State Fair. They set up an appointment to come and do a bid to replace it. The time didn't work for us so I called and remade the day and time, but not without difficulty. After some delay the rep showed up. He spent about 30 minutes looking at unit and asking questions. He didn't have a business card because he ran out at the fair, but he promised to email me the quote the next day. I never heard ANYTHING. So, 5 days later I called. The office manager asked me who had come out...was he tall and thin, or short and fat? I really couldn't recall his physical makeup but we figured it out. She said he had been busy but would call the next day. NEVER HEARD A WORD! Another week went by so I called again and this time asked for the manager or owner. She told me my rep was the owner (which, according to other posts here appears to be a lie). I told her the situation and she promised a call in the next 24 hours. It's been another week and not one contact. Amazing!! I would suggest you take your business elsewhere as they have some fundamental operational issues. read more

My wife bought me an Egg for Christmas (one of the super expensive green BBQ things). They'd told her if I didn't like it, they would swap it for something else or pay a 5% re-stocking fee if she wanted to return it. In the end, I had to return it as we simply couldn't fit it in our car (we live 800 miles away). I was secretly hoping they might waive the re-stocking fee due to our circumstances and was delighted that the did without even asking. Great service and sorry that they lost the sale. read more

I had a great experience at Monroe Fireplace. I called ahead about the kind of gas fireplace insert I had in mind. I was given a very fair quote, and went later in the week to see the insert in person. Loved it, bought it, done. It is very worth the drive from Seattle, the customer service was excellent from start to finish. Highly recommended! read more

I love, love, love Monroe Fireplace. Their staff is very helpful and non-pushy. They had multiple opportunities to upsell me and and did not attempt it; in fact, they were careful to find out my needs and found ways to help with cost control. For example, they offered me a used (but great) liner for my new stove, which saved me several hundred dollars. They have been great with advice and service, and also connected me to several local folks for other work that I needed to have done. read more

These guys are a class act , great prices , knowledgeable sale and service people and the best part is they will have your back months after they sold you the product . Thank you so much for your great customer service . read more

Excellent company to do business with. I have an older stove that needed a new door gasket and basic inspection for peace of mind. The technician was very helpful, on time, easy to talk to, and an all around nice guy. The rates were very reasonable and they have earned my future business in a single visit. read more

Great store for all your grilling and fireplace needs. Good deal on pellets for my pellet grill too!!

Just had Monroe Fireplace out to service and replace the fan in our Travis DVI gas fireplace insert. They showed up on time, did an excellent job, cleaned up after themselves, and were very courteous. The fireplace works and looks as good as nw. The price was very reasonable. They hit a home run for us! read more

Worst. Customer. Service. EVER. After waiting for nearly 3 weeks to have someone out to provide an estimate to re-install our pellet stove (that was purchased from them a few years ago) after a remodel - we were told that "paying customers" come before estimates. Huh? So the $4,500 we spent on the high end stove doesn't qualify us as a paying customer? First - they forgot us. My husband called to schedule someone out, and was told someone would be out that Friday to do an estimate for the re-install. When no one called or came out, he called them and was told 'oops, we forgot to put you on the schedule'. OK - we'll try again. Estimate is scheduled for today (a Monday). Husband calls this morning to find out when they will be out, and is told sometime between 5 & 6pm. My husband told them that timeframe doesn't work with our schedule, as no one is home at that time. The person at the store says, "well he wants to stop by on his way home" and asks (After my husband says that time frame does't work for our schedule) if we can do the same time tomorrow. After explaining again that time won't work - my husband asks if it is possible to get someone out during business hours. They were able to accomodate that - but then my husband asks if we approve the estimate, can he do the work. "oh no," she says "they are at least a month out" ARGH! We have been waiting for 3 weeks already due to their screw up to begin with! Then the lady caps it by saying "Paying customers take priority". My husband replys that the $4500 we spent for a stove there doesn't qualify us as a paying customer? Or the fact that we can't pay anything until your guy gets out to our house to give us an estimate? He goes on to say that we thought we were paying customers - but no more. We'd take our business elsewhere. This lady doesn't miss a beat and says "That's fine with us". That's fine with us too...we are taking our business to Anderson's. Super helpful and super friendly. read more

Worked with them on 2 fireplaces for new construction home. Ended up with only one, Monroe were great to work with through the installation process, they were flexible and went above and beyond to coordinate some of the masonry issues we encountered. Very happy with their service and product - highly recommended. read more