Outstanding customer service. They answered all my questions and guided me to what I needed for my fireplace. Ordering was easy and everything was delivered in just a couple days. read more

Excellent customer service and great knowledge. We needed replacement doors for our Lennox gas fireplace and found them on the site and ordered them the same day to be shipped by UPS. Upon arrival, we realized we had received the wrong color...Our mistake! After emailing customer service late in the evening we received a prompt response that they would send a new set of doors ASAP. We received the new fireplace replacement doors a couple of days later. We were so impressed by their excellent customer service and friendly support staff that we decided to purchase the refractory kit we had been holding off on. The fireplace looks like new again! I highly recommend them as they stand by their work and excellent customer service. read more

First, the product is first rate; no doubt. Second, and MOST important, these people are so strange. They are kind, efficient, courteous, know how to use a phone when appropriate; they keep their word (yes, I know...but it is true); they communicate appropriately and quickly. Strange? In this world, all of that combined in one source...yes, wonderfully strange. I cannot recommend Smokey Mountain highly enough - they only gave me five stars to work with after all. read more

Be very careful when dealing with this company. We ordered a fireplace kit and the one we received was the wrong one. I was more than fair to offer to send it back to exchange. HEAR ME IF THERE IS A MISTAKE (yours or theirs they will instantly put it on your error) THEY WILL TAKE 25% FOR RESTOCKING PLUS YOU PAY THE SHIPPING. I was shocked to hear they had my 30 year old refractory kit now in stock after waiting months for the wrong one (Odd). In fact they told me to keep the wrong one and pay another 400+ for the right one. Word to the wise just don't risk it with this company. Pay a little more and buy from a company that is more customer friendly. Know that even if you know exactly what you need (as we did) If they screw up you will pay and let me tell you this stuff isn't light to ship back$$$$$. Hope this helps a few. read more

I'd been searching on the web about 1-month for glass doors for my Superior outdoor fireplace, and once I found Smoky Mountain General Store offered the doors at the lowest price I ordered right away. Ordering was easy and shipping was quick. We had a bit of misfortune upon receipt as one of the doors was damaged, I think due to manufacturing issues. But the great news is that Smoky Mountain General Store was super quick to resolve this issue and sent me new doors, again very quickly. The new doors look fantastic. The whole transaction including resolving the issue took only about a week. This is GREAT customer service!! Customer service is the most important differentiator these days. I wouldn't hesitate ordering from Smoky Mountain General Store in the future. Thank you! read more

My fireplace inspection company sent me a link to this company for just the part I needed to make a necessary repair. Ordering from their website was easy, part was packaged protectively and received quickly. I will work with this company again if the need arises. I will also recommend SMGS to my friends. read more

After a long search on the Internet it is comforting to know we can go to your company and order fireplace parts by model number. We are so happy we finally found what we needed to fix our fireplace so we can be warm this winter. Ordering was very easy and straight forward. It is reassuring to know that the part I receive in the mail is the exact part I needed. Thanks again you where the only company that had what I needed. Thanks again. read more

I have been searching for replacement refractory for my 28 year old Superior HC3820 zero clearance wood burning fireplace with no luck. Some sites the prices way over $1000 with notes the manufacturer is far behind on orders, it gave me the impression they were not interested in my business. Smokey Mountain website had the refractory I needed, and for a lot less, with also free shipping, which is not cheap, since it has to come by freight. Arrived in perfect condition, although it was a H0627 fitting a HC3820A, which is too different to fit my HC3820. I called and they said they would order me the correct H0651 replacement for no charge. Excellent service. The cause of the order error was a glitch on their website so they made me whole. Very nice company to deal with, and I opened an account for future business with them. I would have provided 5 stars for great quality and excellent customer service, but their website was at fault, and perhaps should have been caught. read more