bought a stove pipe from this company which purchased from sterling distributors Uxbridge Ma. for a wood stove insert. The pipe unravelled prior to us hiring for install. We brought it back and he stated he would have a check the following week obviously seeing the pipe upon return and knowing this is NOT NORMAL to happen being a professional in the field. He called the next day and said he was not issuing a check. Reason being it was not professionally installed(HE KNEW IT WASN'T INSTALLED AND COULD CLEARLY SEE THE PIPE DID NOT HAVE A SCRATCH ON IT WHEN RETURNED). It was NEVER installed. NEVER put down the chimney. He also got rid of the box the pipe came in and had to retrieve it from the trash he also failed to return a part of the kit the flashing and chimney vent... saying we already had it. WE did not and have no reason to hoard random pieces for stoves(he does though) I spoke with Duravent who made the pipe and they said it could be put in for reimbursement or replacement. But that he had to do it not me. We have been in contact with Sterling Distributors to no avail the owner states we need to deal with Royal fireside. I have put a call in to them and will update where this goes. I will not give up on what is right even if it means losing out of pocket. read more

they are rude in the phone and then when I ask them to come fix my stove they side it is 250 for them to come out and figurout what is wrong then they order the part and charge me another 150 to come out again and then charge me for repairs. clearly just padding there charge. don't use them and I have reported the to the better business bureau read more

Royal Fireside came out to check on my gas fireplace that would not stay lit. Recommended a valve refurb kit and was able to order and install within 3 weeks (2 weeks ahead of schedule). They were great on coordinating the install and their service was fast, professional, and fairly priced. Would definitely use them again for any fireplace issues / service read more

Very responsive, delivered on time and always places the pellets where you ask. I purchased my stove from them also and love the product. read more

Royal Fireside - Purchased from Royal Fireside. Very pleased with the stove. - Fireplace Services Near Me - Mendon, Massachusetts

The customer service here is horrible. The woman in the front office is incredibly rude and defensive in regard to their mistakes. There are other reputable places to do business with, echoing the other reviews on how poorly run this place is. They are not worth the headache, I sincerely regret dealing with Royal Fireside read more

Just let the guy in and he had an attitude as soon he walks in. I can see why people mentioned bad customer service. Last guy that came a couple years ago was nice and did a good job though. read more

A little bit of a mixed bag here, but I would steer clear. One on hand, they agreed to service a stove I have that didnt come from them. One the other, they werent thrilled with me calling or buying pellets from them. When I called and explained my issue with my stove, they said I have bad pellets and that is my issue. I thought it was a little presumptious considering I have a top of the line stove that isnt heating one room. I dont think pellets make that kind of difference. So I went there to buy pellets from them. When I walked in, nobody came out from the office. So I looked at some of their stoves for a few. Still nobody comes out. So I gave a knock on the counter, and I hear someone swear in a fashion congruent with "Oh Sh##. I have to get up." I was able to buy pellets from them and they were fine. I dont entirely understand why people go into service trades and they dont like dealing with people. Just reading these reviews and speaking with friends, it sounds like Royal Fireside is kinda of a bunch of unpleasant people. I have no idea how their technical work is. I would suggest Lunkers in Ashland followed by Frankin Fireplace. They were much more helpful and were nice people. read more

Worst customer service ever. Booked an appointment for service for gas fireplace. Had to wait 3 weeks, took the morning off of work, and they never showed. Called and a very rude woman told me that I never gave a credit card to hold the appoinment so they cancelled my appointment. I told her that I was never asked for a CC# and she basically called me a liar and said I must have been driving and could not give it at that time. REALLY! They did not even have the decency to reach out to let me know that they were cancelling. Never go to them. I am giving my business to the Stove Place in Shrewsbury. They are top class, friendly and reliable. read more

Simple the best service dept and techs!! The igniter on my pellet stove failed and I had no heat. Called for service and they had a tech at my house within hours! Part had to be ordered and was received quickly, tech installed the next day and it works great, This was my first time with Royal and rest assured I'll be going back to them from now on for everything related to the pellet stove, etc. BTW Enchanted Fireside who the previous owners of my house bought the stove and had them install it said they could have someone out to take a look at the stove in 3-4 weeks.... Imagine a month in this December weather with no functioning stove!! And Enchanted Fireside could care less. Thank you to everyone at Royal! You have a great tech (Greg) who was prompt, polite, and got the job done quickly! Mike read more

Great service from Ian to get our gas fire serviced snd working. Lots of free advice which was greatly appreciated.

Had a problem with my 6 month old fireplace the owner Ian came and took care of our problem. He went above and beyond to make it right.

Royal Fireside really let me down big time this year. I ordered 4 pallets of wood pellets and they dumped them right in front of my garage bay and took off. In the past they've moved them into my garage but this year the guy showed up before 7 AM, dropped them and left. I usually pay cash and wait until the job is done but this year I paid in advance with a credit card. Seems like Royal Fireside is only concerned with money and not customer service. I called the office and they told me Nov 3rd they'd come back to move them in which I thought was great. November 3rd came and went and they no-called, no-showed. I called again November 8th because I needed to the pellets moved in by the end of the day. They could not do it. I asked them if they'd refund my delivery fee since I'm going to have to move each individual bag into my garage by myself. They said they couldn't eat the cost ($100). Probably a pretty bad indication of how a company is doing if they can't eat $100. They said they had me scheduled for Sunday November 10th (which i had no clue about) but I needed them moved in by November 8th. Welp they lost my business for good. Probably not the smartest move Jimmy! I will not use Royal Fireside again and I would not recommend anyone use them for wood pellet delivery. read more

Royal Fireside - Fireplace Services Near Me - Mendon, Massachusetts

Extremely poor experience. Came to my house to assess a job related to a drafty gas fireplace. Was charged $200 up front for the job to be evaluated. My wife called twice to follow up because nobody responded with a quote. She finally got someone to pick up the phone and was told that our file was misplaced, hence the delay. Another week passed and still nobody followed up. One month and day after the job was looked at, I finally got a call back from a person named Jimmy (the manager I guess). I explained the situation, that I was unhappy, and that I expected my $200 credit card charge to be taken off since they never gave us what they promised. He told me to "fuck myself" and hung up. Certainly would not recommend anybody do business with these people! read more

I purchased my pellet stove from Royal Fireside 1 year ago as I was looking for another heat source due to the rising price of oil. I wanted to buy local as I thought that I would get quicker service, I had driven past this place for years. My experience with this business has always been first class whether it be shopping for pellets, stove cleaning or maintenance. I know that the pellet quality is extremely important in the dead of winter and theirs burn much hotter than regular store bought for a similar price. I have referred them to friends and family. read more

Absolutely terrible place to buy a stove !! The soapstone fell in the fire after just 3 days use . The stove comes unassembled the people that work there have no clue when you ask them a question about the stove all they want is your money ! Try to give local businesses the business but don't go here go to holliston stove much better place and customer service !!! read more

I've been dealing with Royal Fireside for about 5 years since I bought my pellet stove from them. We use them for service and for pellets. I have been pleased with their service and the quality of their pellets. I know that a pellet distributor cannot always control the quality of their product, but when we had an issue last year, they took very good care of us. To me, that is the hallmark of a reputable business. read more

Royal Fireside would not schedule an appointment with me unless I gave them my credit card number over the phone "for their files" . I refused to schedule with them for this reason. I felt uncomfortable giving my credit card number to a total stranger over the phone, it did not sound like a good business practice. read more

This is the worst company to deal with. Called office couple of times and made appointment with jimmy but he never showed up. Don't even have the courtesy to let me know that he is not coming. Very poor experience with them. plus they are very expensive. I will not recommend this business to any one so it closes down. And I hope jimmy is out of job because he don't want to do nothing anyway. Royal fireside sucks, sucks, sucks. read more

extremity bad experience and bad customer service. I showed them pictures of the pellets products they sent it to my home. very bad bags full of dust not pellets every bag cost more than $9 and instead of apologize and help with issues they were ignorant and told me that I have to wait one month before they check the damages their bags affected the pellet stove . I was very upset for their bad attitude specially the lady . she asked me to leave or she will call the cop. I will sue them because they are running a bad business and we will send the complain from the lawyer to court and to the city. read more

If I could give zero stars, I would. The owner is terrible at responding to calls for service. When I finally got a hold of him in February to schedule a pellet stove cleaning for April, he refused to make an appointment "that far out." He said he would call me back in March. He never did. I called back, and he said, "Oh, yeah, I have your information right here." He then said he would have to call me back. He finally called back about a week later to tell me they no longer clean my type of pellet stove. Seriously? He did not know that in February or March? read more

Their pellets are awesome, but I gave them 3 stars because their office is unorganized. Ordered and paid for a two ton delivery, was told to call the following day after 3 pm for time of delivery, called and they didn't have that information. Told the sales tickets were in the truck. Told it would be between 6 am and 11 am on Saturday, well here I am and it's almost noon and still waiting. Called them and was told they are loading the truck up now. They should have called me to advise me of a late delivery like most good business's would. Kind of disappointed. read more

Wow, I forgot to check Yelp before placing my first-ever pellet order. After shopping around and calling a few places, I got in touch with Royal Fireside. Their price on the pellets I was looking for (Okanagan Douglas Fir) was slightly lower than the others I had found, but not by a whole lot. Luckily (it would seem), "Jimmy" did not answer the phone. However, BRIAN was extremely pleasant, super friendly, and also knowledgeable. As this is the first time I've had a pellet stove, I had a few questions that he answered - he was in no rush to get off the phone. I ordered 3 tons of pellets to be delivered north of Boston, and due to the distance, they had to schedule a Sunday delivery the following week. The following week, they showed up like they said they would, with the right pellets and a friendly driver who was willing to put the skids anywhere I wanted them. He was quick, and even tried to sweep up a few pellets from a punctured bag, which was totally unnecessary but appreciated. So I'm all stocked up for the winter before the pellet rush starts, and all in all, I plan to call Royal Fireside for my next delivery as well. It's too bad there may be one guy there sowing such customer dissatisfaction, but my experience couldn't have been more positive. read more

We wanted to give our business to a local company and avoid the big box stores like Home Depot or Lowes. We contacted Royal Fireside in September to organize our wood pellet delivery for the season. They informed us that the earliest delivery would be at the end of October and would call us to set up a delivery date. They never returned our call and we had to call them to set something up. When they did call back weeks later they said they'd be there to deliver the same day, with no notice. We were out of town so we rushed home so we could get our pellets (it's now November). They never showed up and no one answered our calls when we called to see where they were. The following Monday when WE called again, they made a lame excuse about a flat tire on the delivery truck. So they agreed to come back the following Saturday first thing in the morning. When they didn't show up again, we called and the secretary apologized and said they had a new driver and didn't know his cell phone number!!! When we called a second time to check the status (very calm and politely) "Jimmy" got on the phone, started yelling at my husband and said, "Look pal, shit happens! Why don't you get your pellets somewhere else?!" and HUNG UP on US! When we called back to see if they were actually going to deliver the pellets, he again yelled at us and said, " Why don't you call Home Depot?" My husband is a very mild mannered gentleman and did nothing to deserve being spoken to like that. It was appalling, and we have never dealt with such a horrible business. Please steer clear of this terrible company!!! If giving zero stars was an option, that is what they would get. read more

Yearly cleaning on the pellet stove was done. Technician did a good job and took 45 minutes to complete the job. Charged $199. Seems like a high price for 45 minutes of cleaning the inside of a stove. read more

If you are reading this review, you must have some interest in finding out about Royal Fireside. You have found the perfect match for you alternative fuels and equipment. Their Okanagan pellets are the best I have ever used for heat production and low ash. Their pellet delivery is as convenient as you want to make it, always on time, quick, and reliable. I have found none better for this area, and I have been burning pellets for many years. The best! read more

Great small business love there pellets Okanagan pellets. Its good to know that they do there home work on pellets and bring in one of the best. Done with dealing with the big box stores read more