Purchased gas logs about 5 years ago. I contacted the South Hills location and spoke with Greg and explained my problem he intern researched my situation and he provided prompt and knowledgeable servic. Greg was engaging and very polite and professional. Thanks Greg read more

I ordered replacement cushions sets; seats and backs for my outdoor furniture from The Fireplace Store. I put my furniture cushions out from June till September and they sit with very little use and well taken care of. Unfortunately, I am very displeased with the them. When I first received the one cushion the thread that they used was dry rotted and falling apart. I'm not sure how long the cushions were sitting around before they were sent to the store, or if they were truly custom made for me and the person just used older thread . The other issue is that my buttons keep falling off from the plastic. They replaced the buttons and gave back-up but the string to attach the buttons can only be handled so many times before wearing it out. I should not have to do this! My cushions were very expensive and I was fine with that, because umbrella material is great quality and know to last. The material stills looks great and the shape is still intact (seat cushions) as I am meticulous about taking care of my belongings. However, craftsmanship with the stitching and the ongoing issues with the buttons coming apart are awful. Now my beautiful expensive cushions are trashy looking, and do not hold shape on the back cushion since the buttons can no longer be attached to pull the cushions in. I am very disappointed and the store should have offer a better solution from the beginning and allowed me to choose a different style with a different company. Not happy with how the Mt. Lebanon store handled my order and sold me defective cushions. I hoped for a better outcome and better customer from this store. read more

The Fireplace and Patioplace - Furniture Stores Near Me - Pittsburgh, Pennsylvania

Although the gas log set that they sold me met the manufacturer's specs regarding its size, both my wife and I felt that the unit appeared "too big" for the fireplace opening. I called Greg at the Mt. Lebanon office and told him about our concern. He was exceptional in understanding our concern and he had the installation crew swap out the old one for an new, smaller unit and it looks great and performs well. Outstanding customer service! Also, a shout out to Gary and Dan, the installers. They were very professional and knowledgeable as well as very neat. I would definitely recommend them if you are looking for a fireplace upgrade or purchase. read more

Although I was told by the small dealer to stay away from this store I didn't listen and bought a gas log set there for the same price but was able to get it quicker, Now I'm regretting! After setting up having trouble keeping the pilot lit so called store which directed me to manufacture which directed me back to store whom I have called 3 times being told they would check with tech and call back..... still no call back! Called for Frank again today who was busy with customer and was told again he would call back... STILL WAITING! Bottom line, I should have listened when other dealers said service at Fireplace and Patioplace is poor. I can assure you that it is! Please don't don't be impatient like me- order through smaller owner/ operator dealer! **The owner of the store contacted me to resolve the problem after posting my last review. Marci scheduled for a service crew to come out quickly and diagnose the problem, which ended up being a faulty burner. The crew replaced the burner and everything worked as it should. The charge for the visit cost me another $200 but Marci considered it an install fee and implemented the 5 year parts/service warranty which wasn't available when I installed myself. All in all, I'm ok with this charge because of the warranty. My hope is that this experience will result in a positive outcome for Marci's stores, where in the future employees are more accountable for following up on calls from customers to more promptly try to resolve any questions or issues. Service after the sale. read more

Absolutely terrible to deal with. Unknowledgeable sales staff and terrible service. I dealt with the McKnight store location. This is my second fireplace I bought from them - definitely my last from them. I will buy from anyone but them. The company used to be decent and knowledgeable. However, now they are unknowledgeable and terrible to deal with. First, the sales people don't know what they are doing - I had to call Heat and Glow directly for installation answers about the venting. Second, when you order parts from them they don't let you know when the parts came in AND you have to constantly call them to double check if the part may have come in. Third, they don't keep records of what you bought from them - make sure you keep good records and can read the manuals. Fourth, although they have a service - they are out like 2 months for a service check-up. The direct-vent fireplaces are expensive so go to another fireplace store instead - you can't get any worse service from them. I will NEVER buy another thing from them. read more

My mom got a fireplace from here about 15 years ago and it's been working wonderfully. I've recently been renovating my house and I had a few issues with the current fireplace (which is around 5 years old). After hearing lots of great reviews from family and friends I decided to check it out for myself. After speaking with Frank he worked with me and gave me a lot of valuable information. Your paying for what you get here. The quality is amazing, from the people who work here to the products they sell. The products they use will last a lot longer than most places. After seeing how they did my moms fireplace, I know that mine will last longer. Thanks Frank for everything. You've surely made me have a great experience and my family will stand behind you and your products. Thanks once again! read more

*AVOID* They will lie to you to make a sale. Ask a lot of questions and get everything in writing. They will still do anything to make a sale including lie. Sales people have no idea what they are selling. Waste of money and awful customer service read more

Very disorganized. We paid for new furniture but received a floor model. When we called about it, nothing was done to accommodate. Edit: Since posting the review, there is a response from Marci B, business owner. Marci, this is not the fault of one employee. This was a group effort of disorganization that shows the problem starts at the top. After we spent a considerable amount of money (could have gone to Lowe's but decided to support a local business), we were supposed to get a call to set up delivery. After three days of no call, I called them. Our order could not be found. I was cold transferred to delivery where they were able to find our order. A date was decided and they came to the house with incorrect furniture. The fire pit was broken and the young man said he fixed it (we have not tried it yet to see if it works). He then left and came back with the correct chair, but we still had a different loveseat. Even up to this point, my husband and I did not complain as mistakes happen. Later that day, another man came to our house with the correct loveseat in the back of his pickup truck. He took the other one with him. There was no damage to the loveseat. It wasn't until we went to attach the cushions that we saw the tag showing it was a floor model that we felt disrespected. In these times if trying to be extra careful not to spread Covid19, I thought this was ridiculous, as the gentleman who delivered it told us the store had been packed all weekend. So, I called and spoke to the salesman we worked with and he apologized but said he could not offer any discount for the floor model. I said okay, and wrote a review. This is the extended version of "very disorganized". I think if you are going to charge a lot more for your merchandise, you need to help your employees and not frustrate or overwhelm them to this point. read more

Be careful going to this place. First they say they open at 10:00am on Saturday and only arrive (11/21/2014) at 10:10am and aren't ready to serve customers for another 10 minutes. That's not my gripe. I purchase a fireplace fan, Josh says 10 minutes to self install. I give it a try and then call back same day trying to get them to come out and install. In case you haven't noticed they aren't anxious to answer the phone so after 2 voicemails and literally 8 days later they call and say they will have an install date but I need to act fast or it will go to someone else. I called a local handyman and he did it same day..no problem. These guys need to take a serious look at their service. read more

Absolutely awful customer service. I have visited their McFarland Rd. store twice trying to learn options about servicing/replacing the 4 identical gas fireplaces in my Upper St. Clair residence which were installed about 20-25 years ago. On the first visit, I spoke with Greg. He asked me to email him photos so he could have an understanding about make and model. The same day, I took photos and emailed them to Greg. I heard nothing back from Greg, waited a month or so and returned to the store, thinking Greg may have resigned. This time I spoke with Mike who told me Greg was still with The Fireplace and Patioplace but was not there that evening. Mike asked that I email him photos so that he could let me know options regarding conversion to remote control or replacement. I promptly emailed Mike the same photos that I had previously sent to Greg. That was a couple months or so ago and I have not received any response from Mike, or Greg for that matter. I am now working with another company that has been quite responsive, helpful and thankful for my business. read more

Bought our outdoor patio furniture over 10 years ago, last year the bolt broke on one of the chairs, I called explained my situation, Brad said bring it in we'll fix it for no charge. Took the chair in they fixed it on site and had the chair back in less than a week. Thank You for the awesome customer service!!! read more

The Fireplace and Patioplace did an amazing job on our new fireplace. Communication was outstanding and the workmanship is beautiful! I highly recommend them. read more

Got a call and they are coming on Monday to make the repair. Thank you for the call and the schedule

Called on a Tuesday to inquire about replacement sheet of glass for my TEC grill. The gentleman who answered the phone said it would cost $149, take about 3 weeks, and he wanted 50% down to place the order. Then I called TEC directly. TEC said it would be $70 and I'd get it by the end of the week. It arrived today, Friday. Talk about price gouging! read more

I have purchased a few items from this company over the years as it is located just about a mile from my house. Yes, they are expensive but as the old saying goes, "You get what you pay for". In particular, about 15 years ago, I purchased an outdoor furniture set called Winston (48" round glass table, 4 ultra high back chairs, recliner and an ottoman). These were the sling style. At the time it was hard to swallow the price but the sales rep promised me the quality was untouchable. Well, the sales rep was right. I have had some neighbors go through multiple sets of "cheaper" outdoor furniture over the years. Well after 15 years, finally the fabric started to give as I and my girlfriend both broke through the fabric. My girlfriend wanted to throw them out and buy new from a big box store. I was tempted to do that but then decided to look into spray painting the very durable aluminum frames and buying replacement slings for them. I am very handy and decided to install the new slings myself to save some money. I ran into a couple of road blocks as it was not as straight forward as it might sound. I called the store and spoke to a Marcy who was very helpful. Instead of pushing me away or trying to sell me new, she allowed me to speak to the tech who gave me a few suggestions. The result is we now have absolutely beautiful outdoor furniture again that is as comfortable as it was 15 years ago. They look brand new and we are really glad we took the effort to re-do them. We never would have been able to do this with the "cheaper" furniture. Thanks to Marcy, Tom and others at the Fireplace and Patio Place for being so helpful. It made the initial price not so bad after all. In fact if you do the math, these are now downright inexpensive if you divide the price paid by the number of years we go out of them. So it does pay to buy good quality stuff and this store has plenty of good quality. We also purchased a stainless steel TEC grill about 13 years ago and the same hold true for that. My friends laughed at me when they heard how much I paid for it but they have gone through many cheaper grills and mine still looks brand new. I did have to replace a few parts and the glass cooking plate a few times but it still looks and operates as good as it did on day 1. We also purchased a 2 different gas logs sets for our 2 fireplaces although we don't really use them much these days. Maybe if the price of natural gas comes down we might use them more. read more

Avoid this place at all cost, or it WILL cost you. Fireplace & Patioplace is interested only in making the sale. Setting up a fireplace is complicated but you're on your own with these charlatans. You are dead to them once they get your money. My contractor and I were careful to detail the specifics of our installation needs with our sales person before we made the purchase. We even called back several times during the installation to verify some details. When the fireplace was turned on the flame kept going out. We called to find out why and were quickly shuffled off to the tech, John. He was nice--after he feverishly determined and constantly reminded us that Fireplace & Patioplace was in NO WAY responsible for the problem. (This determination was based on some obscure piece of info in the instruction manual that wasn't true. No mind--he repeated it five times during every conversation from that point on.) My contractor and I contacted him many times but spoke to him only when he mistakenly answered the phone. He NEVER initiated a call. In fact, while pleasant, he wasn't much more helpful than someone with about two months in the fireplace business. (Which, mind you, made him a thousand percent more helpful than the sales associates.) My contractor finally was able to solve the problem, fortunately. But you are a fool to do business with these people. They will take you money and leave you in the cold. Literally. read more