I recommend being very cautious dealing with The Firebird. I called and asked for the price of a particular fireplace insert and was told around $2700 (I don't remember exactly). Then when I went I buy it, I was told that didn't include a door, a required adapter, tax, or a fan, which the salesman recommended. That made the price $4200. I was unhappy, but oh well, I went ahead and put down a $2000 deposit.
I went to pick it up and I was told although the salesperson had taken my credit card, he'd failed to follow through with charging it and hadnt finished the order. They also said that the price I was quoted, and that I'd given my credit card for, didn't include tax, so it was now $4500.
I complained, and the manager told me he'd do me a big favor and save me more money by taking off the fan, which really isn't necessary, even though his salesman told me it was -- and that I'd be coming out ahead, since the fan cost more than the tax.
I pointed out that that only added to my unhappiness, now being informed that I was being sold something unnecessary, and that they should abide by the price they quoted me that I put down a deposit for and take the price of the fan off of that. The manager refused.
I called around, and the same model was available in Albuquerque for several hundred dollars less, but they just sold their last one and won't have another in time for the workers I have lined up. So I had no choice but to buy it at the inflated price that Firebird charges, after having been misled by them multiple times.
I posted on my own Facebook page, describing the disappointing experience. Shortly after that, I got this email from them: "Hello Julie,
The Firebird strives daily to have 100% customer satisfaction, clearly in your case we have failed. We have just reviewed your misleading Facebook post and believe it is in our best interest to provide you a full refund and you seek to do business elsewhere. Please call the store today, before 5pm for us to process the full refund back to your credit card.
Sage Rentfrow
Vice President
Office: 505-983-5264
1808 Espinacitas Street, Santa Fe NM
Helping you Thrive with the Elements since 1977"
Note that he could point out nothing false in my post.
Then I got this followup email:
Julie,
I am the owner of The Firebird and have been informed of your experience at our store today. First, I apologize that you feel that you have been misled in any way. I have attached your original quote. In the spirit of trying to ensure 100% customer satisfaction, you were provided a discount today on your order. After you further expressed your frustrations with The Firebird, we offered you a full refund.
We take the reputation of our business seriously and believe we will be unable to make you a satisfied customer. Therefore, we have voided both your original credit card payment and the subsequent discount we provided in the form of a credit. Since all this activity occurred today, this should result in a zero charge from The Firebird. If your credit card provider does charge you, please let us know and we will promptly address the error.
Your order with The Firebird is now cancelled and we believe the matter closed.
David
I responded with this:
While you failed to point out any factual errors in my Facebook post, here are the factual errors in your email: I was not offered a full refund. An offer gives me a choice. I was denied the fireplace insert I'd already ordered. I was also not provided a discount on my order -- the fan that I was recommended by your salesman was removed when the manager determined it was not needed and had been incorrectly recommended. Also, apologizing for someone else's feelings is not an apology. One can only apologize for one's actions, which you've failed to do.
I've reported you to the Better Business Bureau and will be contacting the Consumer Protection Agency on Monday. I'll also be spreading the word further on social media. This is not an acceptable way to treat customers.
He sent me another long email telling me how wrong I was and asserting that they would vigorously defend themselves and outlining how I was wrong wrong wrong about everything and should be happy that I'd gotten a refund (that I didn't ask for and didn't want and will come at great inconvenience to me). read more