We recently had a gas insert installed and couldn't be happier! The team at the Fireplace Shoppe was fantastic--Bob talked us through our options in the showroom, Carol made scheduling a breeze over the phone, and Gary, the owner, kept us informed during weather-related delays. Despite some setbacks due to bad weather, Gary adjusted the schedule to ensure our installation wouldn't be delayed further. The installers were courteous, efficient, and left our home immaculate. We highly recommend their services! read more

The Fireplace Shoppe - Fireplace insert - Home & Garden Near Me - Wilmington, Delaware

Take your time and money elsewhere. This company forced my construction contractor into a contract with a $5k deposit to answer straight-forward questions, couldn't deliver the product on time, then decided to keep the money. After a lot of back and forth, my contractor ended up losing $1k total. If you want the entire fiasco, just continue reading. I am having an addition put on my house. My designer pointed me to this shop so I thought this place would be reliable, despite the place being small and having limited showroom selections. In September, I found one nice unit at The Fireplace Shoppe. I was told it was their best selling unit--they sold it all the time. Then things took a bad turn. My contractor needed very precise information regarding this fireplace and called staff at The Fireplace Shoppe for information. After a home visit, the folks at The Fireplace Shoppe refused to answer any more questions unless my contractor signed a contract. The questions basically boiled down to a few quick measurement questions for fit. My contractor (under duress), then signed a contract with The Fireplace Shoppe after being told I would have my unit within a few weeks. As soon as the contract was signed, my contractor was told the unit was in high demand nationally and would not be available until the very end of December 2025 as a best case scenario-three months away!! This timeframe was completely not feasible for my project timeline and my contractor asked The Fireplace Shoppe to search high and low for the fireplace. Within 24 hours The Fireplace Shoppe told my contractor no fireplace was available--they had checked everywhere and would keep checking. I personally began to look for the exact fireplace in warmer locations nationwide and found it with Embers Living in Colorado. It was their last one and I bought it immediately over the phone, fearing it would get snatched up otherwise. They shipped me the fireplace and I crossed my fingers it would arrive cross country without getting damaged. Once we received it in October free of issues, we contacted The Fireplace Shoppe to let them know we located the exact same fireplace and to ask them to install it out of the $5k deposit money. At that point, The Fireplace Shoppe accused my contractor of breach of contract and refused to install the new unit I found. And they had the AUDACITY to say they would keep the entire $5K deposit they took from my contractor. I reached out to Chimney Cricket in Media because I knew they also installed this brand of fireplace. I saw the brand when I toured their extensive and inviting showroom--night and day on the amount of selections. Chimney Cricket informed me they could do the installation once they came to the house to verify the fireplace was authentic and new. They came over, took a look, and professionally and beautifully installed it. I wouldn't trust anything about The Fireplace Shoppe. I wouldn't bother going there to select from a few fireplaces in a small room. I wouldn't even trust them for servicing a fireplace. Take your business elsewhere. This company eventually decided they would reimburse my contractor $4k, so they somehow feel entitled to $1k of money for a visitation service that other fireplace shops in the area do for free. Woodstove Junction LLC folks stopped by 2 times for the same addition and took 2 calls (1 lengthy)--didn't charge me a dime and treated my contractor very well. I decided to get a very nice electric fireplace unit from Woodstove Junction and was never pushed into anything. You don't have to risk shopping at The Fireplace Shoppe. There are better area options for showrooms and service. It should be an amusing read, if The Fireplace Shoppe responds to this review and tries to defend themselves. read more

Today our new fireplace shelf was installed, and we are totally happy with the service and support we received from The Fireplace Shoppe -- over the years! Perhaps they went through a slump some years ago because our experience has been totally positive for the last two years. Detail: Our fireplace was incorrectly installed by another dealer. We sought information and support from The Fireplace Shoppe and received it free of charge. When it was time to but a shelf (mantle), we turned again to these folks. They walked us through many options and, once we made a choice, provided excellent installation at a reasonable price. read more

We had scheduled one of their sales people to come out and provide us with a quote for a wood insert. Our appointment was for Friday between 3-5 PM. After scheduling they set us an email confirmation which had our addressed listed incorrectly which we immediately responded to alerting them they had the wrong address recorded. At 3:40 we received a call letting us know our guy was 15 minutes away We immediately called back (within 10 minutes) and were sent to vm. We left a VM again confirming our appointment and letting him know the correct address. We waited 40 minutes until 4:30 and called again and were sent right to vm once again. Again we checked in to confirm our appointment and address. We never heard from our driver. With ten minutes left in our window we called the shop to see if they could get in touch with the driver. They informed us that we had been skipped and that he was at his last appointment of the day and would not be coming. The explanation given was that the wrong address was provided. (after we had corrected it three times). There was no attempt to immediately reschedule us or further explanation. Safe to say they unfortunately lost our business. read more

We purchased fireplace insert and it was installed May 2019. I was told that a free checkup would be given Feb 2020. We had the installers come out after the installation because the flames were too blue. they came out once and did slight adjustment. they said in Feb 2020 they would check again. I called to schedule the Feb checkup and they have no record of our purchase OR the promise made. Told I would get a call back in 24 hours that hasn't happened either. Shop elsewhere! read more

They were a no show at our consultation appointment with no communication. I do not recommend doing business with them.

Early november i stopped in the store to seek information about available products (waited over an hour before the two customers ahead of me were finished - before a rep even acknowledged me) - scheduled an in-house estimate. The day of the appointment - was a no-show by the representative. Called - got some bs excuse why he didnt come out (hello - have you heard about something called a telephone to respectfully inform the prospective customer you had no plans of visiting that day). So I agreed to another chance days out... This time the rep was about 2 hrs late for what we agreed to (first thing AM) - and I had to call to determine the timing... He came, did his estimate stuff / took measurements, said he would email an estimate... That was early Dec 2019. I gave about 10 days before calling / got the rep on the phone - he said i would have the estimate that night via email. nothing.... a week later i called again - was told by someone that the rep would get the estimate by end of day and this other person would ensure... guess what? its now Jan 2020 and Im still waiting - not one phone call, no emails, no communication at all. Absolutely horrible customer service. They dont reserve a rating of "1". I would hive them a -5! Ashame - as I had visioned a large project and came to them ready to spend against a large budget.... Oh well... On to another supplier. Horrible Horrible customer service. read more

Awesome fireplace in this winter storm. I'm warm and cozy as Jason is howling outside, watching the flames dance over the logs, feeling the warmth, and comforted to know that if I lose power my fireplace will still warm my house. Great installation, and with the beautiful white-oak and tile mantel and surround created by Signature Cabinetry, the aesthetics are superb. read more

gave them a 50% deposit for installing gas logs. they came out to house to give estimate. was told would take 2 weeks. 1 month goes by; called them. they then scheduled appointment. then told they have to wait for permit, and having trouble getting through stone. And, have no idea when they will come back. Just the facts. read more