Salida Stove and Spa recently installed a new stove in my unfinished house. The experience was excellent from start to finish. Great Sales support and the installers were competent, knowledgable and super friendly. Family business...Mom on sales end and her sons were the installers. read more

Could the customer service be any worse than this company? Do they really want to have customers coming in to actually purchase products from them? The person at the "desk" barely lifted her head up (her name starts with S) when we said, "could we ask you a couple of questions?". She rudely replied "uh-huh" with no facial expressions--only annoyance. She seemed to be bother by the fact that we came in during the store hour, disturbing her somehow. When we needed to write down the price and obviously didn't have a paper or a pen with us, she simply ignored us and watched us look for a pen on the counter where she was sitting. Never offering any help. Seriously? How low can you go with your customer service? How rude can you get? What did we do to you?? If you do not wish to work there, please find other work that is more suited for you. We didn't do anything to cause you to be so rude and unhelpful. I'm sure there are other people that would love to have the job you have, and actually get off the chair and would attend to the customers with genuine smiles on their faces. We will never go back!!! No thank you! read more

BEWARE OF THIS COMPANY. Wish I read BBB reviews before purchasing fireplace as others have had issues with this company. Sold us and installed a fireplace that did not work at all. It took many frustrating calls and ten months before they came to attempt to get it working. It worked briefly but as soon as they left, it began exhibiting problems. Janelle who is the gatekeeper at the office and answers the phone is the coldest rudest and most inconsiderate person I have ever had to deal with at a company. She doesn't return calls and if you express the slightest frustration at the unbelievably callous and rude customer service, she hangs up on you. Do not purchase anything from this store / company. It only will end in aggravation and a loss of money. read more

I recommend to NEVER DO BUSINESS WITH THIS COMPANY. Repair call for a pellet stove is $289.00 and they do not stock any parts you must buy the parts and have them ready for them. The Jerk came in and tracked dirt all over and replaced the Igniter and broke the auger. Now they want more money to fix what they broke. read more

I recommend to NEVER DO BUSINESS WITH THIS COMPANY. We have purchased from this company a high end hot tub, 2 fireplaces, and cabinets from this business for a new house we built. They are great when they are selling you products. However, once they have your money (all up front before anything is ordered and delivered) they would not give you the time of day. They have the absolute worst customer service I have experienced dealing with a company. We ordered a draft fan for our main wood burning fireplace with the understanding that after testing the fireplace to see if it would draft correctly without the fan. If the fireplace drafted well we would be able to get our money back. The fireplace worked well without the fan so we requested a refund for the fan we didn't need. They then overcharged us and when we showed that they had made a mistake the owner cussed us out and said she never wanted to see us in her store again. I also had a problem with our hot tub recently and I was forced to ask for their help getting it fixed. It wasn't heating and the temp at night are in the 10 degree range. They said they would try to find someone to get it fixed, but 4 days later I have gotten no response. Luckily I found someone else 100 miles away from us to come fix the hot tub. DO NOT DO BUSINESS WITH THIS COMPANY. read more

Great products. Awful customer service. The store has great stove & hot-tub options for purchase & viewing. The employees in the store didn't offer to help and didn't seem to care if I wanted to purchase something. They didnt bother to acknowledge that I was the only customer in the store, let alone answer my questions. When it came to installation, the date was pushed back over a month. When I was dissatisfied with a product I was told to "just deal with it" and then the employee hung up the phone. I really like to support the local economy. However it was extremely disappointing that the only local stove & hot-tub store didn't care about my business or satisfaction throughout the entire process. Too bad because they have great products. read more

We have a new-build home. Salida Stove and Spa refuses to warranty installation of the chimney stack. We have called many, many times to be told they are " too busy" to even inspect the issues. We hired an independent person to go up on the roof and take photos as proof that there is an issue with installation. The stack penetration seal is not properly covered and is at high risk of leaking. The vent cap is concave and is collecting rain/snow/water. Because it is not secure, it is banging in the wind. The installation is even worse than we feared. We took the photos to the county building inspector and he agreed that it was not installed correctly (yet it passed "inspection") and told us "it didn't look that way when it was inspected." Jim and Janelle Neppl/ Salida Stove do not put customers first and have no concern for poor quality workmanship. They do NOT warranty their work. read more

This was one of the best experiences I've had with any business. The staff went over the product options in great detail. They showed up on time and were very respectful, taking great care as not to damage anything while they were removing the old propane furnace and installing the new one. They kept the worksite clean and cleaned everything up before they left. The workers were also very polite. I was so impressed with their customer service...I bought two more propane furnaces from them and plan to buy a new wood burning stove. An absolutely great experience!!! read more

Have been here 5-6 times and dealt with the owners directly each time. Will start by saying I've had a couple halfway decent experiences. At times pleasant and friendly...especially him. None of my visits were great however. They always seem a bit annoyed every time I'm there...but some visits were encouraging enough to spend $10kish with them, even though I found a local competitor. I regret not using him. As far as future orders at Salida Stove and Spa...there will be none. If I were them I would think customers who are open to spending $10,000 are worth keeping and treating well. Surprisingly that has not been how I've been treated. I called their store at the start of business Tuesday morning (they're closed Monday) looking forward to letting them know that the side arm top lifter to my 6 month old $9000 hottub randomly broke already. We had never imagined spending this type of money on a luxury item like this and we treat this item with a tremendous amount of care. Like one of the family :). There is no reason in my mind that a high quality product would break so soon under very light use. Expecting some level of understanding I was shocked that the employee who answered my call snipped at me throughout the call while passive aggressively stating they wouldn't cover it. When I asked to speak with the owners she became quite irritated...and all but hung up on me saying 'shes on the phone and will call you'. I have received no call back multiple days later. This is unacceptable customer care given they know the part is needed if the rest of the top lifter is to work properly. We have stopped using the tub because it seems like the other two working parts are at risk of breaking with the extra strain of the other side not supporting. At the bare minimum it seems totally reasonable to extend a wholesale price to replace brand new equipment that breaks. They wouldn't be out anything and I would be completely Ok covering their costs. We both would have won and a high value client would stay happy. I probably wouldn't even share my negative experience if it had been the only one, but it's the 4th unpleasant-bad experience including the tub getting lost in transit and showing up weeks later than promised. A $600 chair that was dropped off filthy...as though it had sat outside for months and they couldn't be bothered to wipe it down before or at time of delivery. And finally, a last little warning...they recommended a local electrician to provide the install. I'm sure they get some cut by providing referrals. I was told it should cost about $500. Imagine my surprise when the bill came for $1300 about 3 months after install. 3 guys at a $100k annual hourly rate that were paid for standing around for hours. Pitiful, but I simply paid it and moved on with life. This is simply the straw thy broke the camels back. SIDE NOTE: I hate leaving bad reviews, especially here in our great small town. So I decided to wait just one more day to get a call hoping they would want to resolve this issue before posting. Sadly...no call. Probably more accurately a one star. This is a very small town with very limited clientele. Can't survive if you don't treat your paying customers well. Way too expensive a store to be treated like a second class inconvenience. Buyers beware. read more

Rude, rude,rude. Paid $500. for a chair. Yet, not allowed to use restroom. Salesperson was rude and unhelpful from the time we walked in the door. Owner also rude. No one offered to help us load. (we are older, retired). Chair is overpriced. Bought an exact same one from another place same day and only came here because the first place didn't have another matching one. Save your time and money. Don't go here.Also, bad sickly sweet smell in store. read more

Avoid these folks at all costs.Absolute worse customer relations/service we have ever experienced.The Pit Bull like personality of the female owner was quite overwhelming.A simple replacement of a defective valve was astromical.Our CC was charged without invoice or prior notification the amount was ridiculous.We will not be back also steering our customers away. read more

TERRIBLE customer service! It has been a complete nightmare working with these people. They screen phone calls, don't return phone calls, do minimal work and are extremely rude. They were paid in full months ago & the chimney was not installed correctly & they are in no hurry to come out & fix what they have already been paid for. Unacceptable business practice. read more

My husband and I stopped to look at there chairs, possibly to purchase a few for our home. We are from out is state. We walked in and the girl that was working did not give us the time of day. Was totally not interested in us at all. I will never step foot in there again, nor ever recommend them to anyone! read more

This place is as crooked as they come. Don't trust anything they say! The mean sales person will tell you anything to sell you their over priced garbage. Plus the whole store stinks and smells like cheap air freshener. Like they are trying to cover up a backed up toilet. Unfortunately the bad smell was the best thing about the way we were treated. This place truly stinks! read more

The Nepples, Jeanne and Jim do not stand behind the products they sell. I bought a hot tub from them and right from the start they set it in my yard on a weak piece of ply wood. When we moved it to the deck it developed a leak. They refused to fix the leak. Came out and looked at it then told me I might as well scrap the tub that it would take to much time to fix. Now we have a hot tub that leaks onto our new deck. Now I am sure they would LOVE to sell me a new HT. Do not trust them to stand behind there products. They have earned every bad reviews they get. I feel sorry for them! read more

Customer service is horrible here. What a missed opportunity. As a business owner I inquired about a particular brand of spa when I needed a new one. They did not have this brand, but made no attempt at offering a different brand of equal quality in order to secure business. We have visited several times to buy supplies and the reception we get is that we are bothering them - not to mention the lack of knowledge of products and services for spas.... guess I will go to Denver for my needs. Wish we could give this store zero stars. read more

Today Colton and his fellow worker came to our house to explain and check out the problems we were having with our fire place and wood stove in our new home. Colton was very professional and explained and showed us the in and outs of how to work the fire places. They also added more pipe stacking and will change out the capping for better functioning of our fire places. Thank you Salida Stove for taking care of our needs. We are very happy with your work. We love our fire place and wood stove. Cheryl Cormaci Rick Pierce read more

Highly recommend Salida Stove & Spa! We bought a spa from them and absolutely love it. Loved doing business with a local family-owned company with great customer service. They are extremely knowledgable about the products they sell, which made the whole experience easy and worry-free. Their store is beautiful with so much to see, and the popcorn is YUM! read more

Wonderful customer service! We initially started with an inquire about a stove. They were so helpful we ended up purchasing a Primo barbeque, two fireplaces and a Hotspring Spa. Jenelle and Jim and their two sons were very informative. They definitely exceeded our expectations. I would refer this company without any reservations. read more

Ive been doing business here for nine years, three hot tubs, two stoves and numerous other services. TOP NOTCH I wont use another company. Nice to have this company local!!!! read more