What a mess. Overpriced, atrocious communication and customer service, awful attitudes from every person on the showroom floor and by phone. Just buy online from literally anyone else read more

Purchased two new fireplaces for our recent home renovation and neither work. One used to work with no problems but didn't fire up today. The other has had issues since we purchased it and have them out to fix at least five times and still doesn't work. Would not recommend this company. read more

I am so very disappointed in this company. I have been waiting to post this review, hoping that things would turn around and they would shine. It seems the more time time I wait, the more disappointed I become. I read the other reviews stating that they believe the fireplace division of this company has taken heed and adjusted their performance. They may have, with one salesman - Kevin. Kevin was not my salesman. I will however say that Rachel in the stone division has been nothing short of wonderful! Glowing reviews all around for Rachel. She was responsive to my questions in a timely manner. I have never before had so many problems communicating with and trying to give my CC number to my salesman for such a large sum of money - my salesman would not return my numerous phone call attempts. My husband's theory was my salesman just doesn't like women. When I called the manager asking if my salesman hated women, he said "he didn't think so." To this date in my life I have never been treated with such disdain, flippancy, and spoken to in such a condescending manner by a salesman for no apparent reason. I'm not someone people treat badly. The process of ordering two fireplaces has been extremely drawn out unnecessarily (this includes taking into account the current COVID-19 conditions). I sent the signed copies of both fireplace purchase orders on March 17th, my order was first placed by Rio Grande on April 8th to which I never received confirmation. I was told the order would take approximately 14 days. Then when the day (the 2nd of 3 tries) finally came for the install, I asked the installation person how long he thought it would take to install both of the fireplaces. He responded by stating he only had one fireplace to install. Perplexed I immediately called my stellar salesman only to find out he had only ordered one of the two fire places. So, we waited an additional two weeks for the second fire place to arrive. I then receive a text the day before it was to be delivered and apparently, the company (wholesaler of the fireplace - a company based out of Canada) had the second fireplace on back-order. It would not arrive on time. I understand the backorder issue (based on the current pandemic supply chain interruptions) however, my issue is the timing of this information - my salesman/the company did not realize the backorder information until the day prior? Communication from this company has been convoluted and confusing to say the least. The lack of respect on a human level is one thing but electronic communication seems in need of an overhaul. On the day prior to the (3rd) latest delivery attempt, I received a text message from a random number (to which I believe was someone affiliated with Rio Grand) saying "Is rough frame complete per specs" - and if you don't answer with a "yes" immediately, they will cancel your install date. I found that out when I had the audacity to ask "who is this?" I was rewarded with a cancelled install date (3rd attempt) and no response from the mysterious text messenger. I only recommend this company if you get Kevin (fireplaces) as a salesperson, I have not worked with him - but from other people's reviews, it looks like you'll be happy with your service. I also highly recommend getting confirmation when you sign a purchase order - it is not their common practice. I began this review in May. My fireplaces were finished in October. We had to pay for the framers come back and redo the framing. This is because the original framing design did not include the NEW passive vent requirement. One of the ladies in the office, Sue, helped us schedule the many, many, re-visits. She did orchestrate a refund, but it nowhere near covered the cost of the rework that we had paid for. And of course - Rachel from the stone side of the company was great!! read more

I've gotten attitude from two of the employees that work there now. Ordered my Cheyenne Limestone back in October, nearly three months ago. I told them who my contractor was (they knew him too), and let them know the product needed to be delivered to Fort Collins. Had my contractor call them to have it delivered a week ago, and it's still not there. read more

We visited Rio Grande Design Center several times to choose our fireplace stone. Many beautiful displays of stone, both natural stone and engineered stone. London was so very helpful, and so very knowledgeable. Always a great experience every time we went! We will look forward to doing business with them again. read more

What a great experience from start to finish! I had hired a contractor to redo our fireplace with brick. He had recommended I visit Rio Grande. What a great place! Lots of stone to choose from. Reasonably priced and staff was knowledgeable. It made it simple to get the supplies I needed to complete my fireplace. read more

I'm seriously amazed! Joey in sales solved my brick-cleaning problem over the phone, in about three minutes. Our 1970's house has vintage blonde brick, the color of which I affectionately refer to as "Smoker's Tooth." To clarify, "Zombie's Smoker's Tooth" more accurately describes the color of my actual brick-cleaning problem. It's the sickly grayish color on the horizontal surfaces of the blonde brick, primarily on the slanted ledge which encircles the house just below the windows. Years of rainy detritus. Decades of dingy dirt. "Ugh, those dirty bricks! I've tried scrubbing them, soaking them!" Anyway, Joey recommended a cleaning product over the phone. I dispatched my DH to purchase and retrieve the stuff. Easy and efficient, it was waiting for him at the front counter. i'll add a few photos here shortly to illustrate the amazing "Before and After" results. Seriously, it was amusingly reminiscent of a vintage infomercial, but my sparkling-clean brick is 100% real. Thanks Joey! read more

I just read other reviewers' about Rio Grande's fireplace division. All those reviews were several years old. I believe Rio Grande took heed and adjusted their performance. Yes, their schedules can require patience on the part of the consumer. On the other hand, I've had five fireplaces installed by their team over the past few years ALWAYS excellent work. My favorite salesman, Kevin, is a delightful person, incredibly knowledgeable and invested in his clients' happiness. The manager of the department, Brady, backs Kevin's decisions up. There was a small pricing issue; they IMMEDIATELY corrected the situation and performed as only polished professionals can. Great team! PS the people who handled schedules, etc are also consumer sensitive. I highly recommend them Bill read more

Horrible customer service. They charge hundreds to come out and look at a new fireplace they installed that doesn't work. Just had them service in Spring and fireplace failed in the fall. They still demand $$$ to come out. So ridiculous. They are also months out for service - how about hiring more people to work. read more

This is a non-stocking distributor of stone products. I am unaware of the other products that they sell. The key word in my opening statement is that these guys are "non-stocking" which means they will ship it in to their store. Although you may make your purchase at the Santa Fe location, they ship it into their store at I-70 and Havana. Hopefully they inform you that this is the case, which they did not when I placed my order. They also charge you dearly for the freight. I paid over $450 on freight for my stone order which added over a dollar a square foot for my project. This did not include the delivery fee to get it from I-70 and Havana to my house!! So in essence these guys are a show room for stone products. Other than the show room and placing the order I do not see their true value-add to your purchase of stone. You may be better off just reviewing stone online and asking for samples from those companies and placing the order yourself. You must continually prod them to keep you, the customer, updated on delivery. read more

Salesperson has not been responsive in attempting to place my order. After repeated followups without success, I feel forced to take my business elsewhere. read more

Don't be fooled by the nice showroom, this company failed to come through for us on anything. We needed an adjustment to our fireplace. We sent them detailed information and photos to explain our situation. Jade called us back to say they could correct the problem. After waiting weeks The technician came out with no idea of what we needed and could do nothing to help us. He stated that we needed to talk to a salesman about purchasing additional products. Salesman completely blew us off. Our project was delayed for months. Dealing with this business is a complete waste of time. I would not recommend this company to anyone. read more

I was at the store last week and I couldn't believe the line. These guys don't get enough credit how hard they work. Jose behind the desk was quick and efficient and the line moved pretty quickly read more

Extremely disappointed with this company. They sold and installed all the fireplaces in this brand new expensive home we bought a few months ago. The main living area fireplace has not worked for more time than it's worked since we moved in. It's nearly impossible to contact the company, and when you do finally (took 15 phone calls and emails last time) they don't schedule service earlier than one month out from the call. And the service doesn't solve the problem. Absolutely recommend that you avoid this firm at all cost. read more

Really enjoyed my experience with Rio Grande They have two showrooms - one for hardware/fixtures (door handles, locks, etc.) and they also have a showroom for stone. We were looking for stone but will definitely be back for some hardware (it was VERY unique stuff). The stone is already on display and you can see how it would actually look real-time. The folks there were also incredibly helpful in picking out selections and quoting us estimated prices. They also gave us some references for people to build our stone walls and patios. I've been to a lot of building supply stores with rough customer service (more the type that caters to actual landscaping companies). If you're starting out or in the middle of your design phase you should check this place out. read more

Cleaned, organized and well run considering how busy the showroom was!

So I ordered quite a lot of product (16 pallets of retaining wall block) from this company a few weeks ago and was told that it would take 3 weeks to get to me. Fine, I have time to get ready and hire a crew to help me move it from the front (cul-de-sac) to the back yard. Towards the beginning of this week I started to call the sales rep, Rachel Taylor, to see when the order would be in. Everyday, she put me off and said she would call me back the next day. Everyday she lied to me. Yesterday, I specifically asked her not to leave me hanging today and she responded with, "Oh no, I would never do that." Guess what, she lied again. I have no idea when the rock is coming and who knows if the crew that I HAD set up to work is going to be able to do it now. Quite ticked about this whole thing and would seriously have to consider if I would do business with this company again. I definitely would NOT work with Rachel Taylor. I suggest you don't either. read more

The customer service at this company is awful! And considering we bought one of their most expensive fireplaces we expected much much better. We had the wrong color brought and installed, and then they didn't care and follow up to get the right color. Come to find out the one we wanted was discontinued, but they never followed up to find out what the problem was. Our contractor had already paid them so they didn't care and it took a ridiculous amount of time to get the fireplace I wanted. I will NEVER buy anything from them again and absolutely do NOT recommend them. read more

After a long search for cabinet hardware, I was lucky to find Rio Grande Hardware located at 123 Santa Fe in Denver. Their Design Center is amazing and the best part is they allow you to take samples from their display boards home to see how the hardware looks on your cabinets. Even better, their prices are better than on-line retailers. Amy was extremely helpful and knowledgeable and helped me find the perfect cabinet pull for my new kitchen. I highly recommend Rio Grande Hardware. read more

I love sending my clients to their design center. The girls there are so nice and helpful, and they have a wonderful showroom that displays and their wide selections of door hardware, cabinet hardware, fireplaces, stone veneer and other building materials. I won't send my clients anywhere else! read more

Avoid this company for Fireplace repair. I would not recommend this company for any service. They were slow to respond and sent someone out for an estimate ..they didn't do anything while at the home. About 2 weeks later called us to give us a quote for over $300 to fix the problem. Told them we would need to wait for scheduling the repair and then they fraudulently charged us $140 without authorization. Filing a complaint with the BBB. read more

HORRIBLE HORRIBLE HORRIBLE SERVICE! We have a Heatilator fireplace that we have enjoyed for more than 20 years. We had always used a service from a hot tub and fireplace here in Aurora but felt we should have a knowledgeable tech this time. Went to the Heatilator webpage and this was who they recommended. HUGE MISTAKE! Called in September to make appointment....could not schedule us till December! So we wait...the tech shows up...now I was told when I scheduled that he would have everything on his truck for any repairs.....WRONG! Turned out we needed a new pilot light assembly and oops he didn't have one....so I call the next day to schedule ANOTHER appointment only to be told he says we also need a new glass face on the fireplace to the tune of $800.00! I said NO! We do not need it or want it. Was told they would all me back to schedule......I called 12 times and it took over 3 weeks for the tech to show up with the pilot light assembly. Different tech who informed me he was sorry but the glass for our fireplace was no longer available! SERIOUSLY! I told him we did NOT want it replaced only the pilot light assembly. It took him over an hour to replace it. Ridiculous. DO NOT USE THIS COMPANY. THEY REQUEST YOUR CREDIT CARD INFO UP FRONT AND THEN CHARGE YOU WITHOUT TELLING YOU. HORRIBLE HORRIBLE HORRIBLE! read more

I was disappointed with the customer service (or lack thereof) with Rio Grande fireplace. When I set up my appt, was told my appt time was from 12-4. The day of the appt 12:15 rolled around, I'd had no phone call or contact whatsoever from the company so I called them. Had to leave a message. Called back at 1:15 and the gal says "didn't I just talk to you?!" in a quite snotty tone. She says "the tech will call you 30 minutes out". He finally shows up, doesn't even introduce himself! He did end up doing quality work so I have no complaints there. He tells me when he leaves, "the girls in accounting will call you to go over payment". However, I checked our bank account the following day and they'd charged my account without even giving me an invoice or phone call to authorize the charge!!! How that's legal, I don't know. All in all, I'd not recommend them due to their poor customer service. Why they are on Heatilator website (only 2 on there!!) as a preferred provider, I do not know! read more