We stopped by to see friends and had to sit in the big chair. Stop by and check out fireplaces, and outdoor furniture l! read more

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Probably the worst interaction we have ever had with a salesperson! Not helpful at all. We were very motivated to buy, so definitely a lost sale today for The Fireplace today. Rude and condescending just for starters. Instead of helping us to find options that would work for us, this saleswoman gave us attitude because we didn't already know what we wanted. Didn't get a name. I'll follow up with it if I can find out. Also will give recommendations for a better fireplace dealer! No idea about service or value. Sorry Vicki, that's not true. We came in with all measurements and were never asked about them. read more

Bought a harmon p63 and have had nothing but issues with it burning dirty! The window goes black with soot buildup within a day. Told The Fireplace about it and they sent a tech out to look at the stove. We tried to return the stove, many many many times and they just won't do it! This is the worst place for customer service. You can call all you want but they won't call you back!! We are stuck with a dirty stove that we don't want!! Have to clean this stove every-other day and glass needs cleaning twice daily!! Bad stove and even worse business!! read more

Great selection of quality products, nice folks. Look elsewhere for post-installation suppport.

if I could give zero or half a star I would. I'm glad we FINALLY got our pellet stove installed. As far as I could tell the install went smoothly. But if you were to ask me how to run my stove or any cleaning procedures well those weren't gone over. so thank you YouTube and my grandfather and aunt for the owners manual they kept. When the installers arrived not a hello or hi. Just where's it going? Was asked to not me but to my father who was there helping move some last minute items. Which I wasn't even sure if they were coming, not a phone call, text, or email was sent saying they'd be arriving. Per their email they said they'd call a day or two in advance. Didn't happen. Sure they started the stove. BUT THEY DID NOT GO OVER A SINGLE THING. They had to return an hour later and just the younger instal tech came back he was talkative, but whoever the crotchety old man was shouldnt be going into peoples homes, better off sending the grinch in, at least the grinch has personality. It was a long time coming to get this installed and I've provided a timeline below. I'm glad I'll never have to deal with these people again and take my review as a warning. I can sum this experience up easily, if we had a new stove being installed I'd bet money we would've been treated differently, shame on them for treating their customers poorly. Hard to believe they are in business. February 19, I called to get our used Harmon pellet stove installed which I took the first available install date of March 18 between 9-10AM. Once that was on the books for an install I then took a personal day off of work so I could be home for them. Perfect! Excited I couldn't wait to have it installed. I then get a text message from them on March 10 @ 10:22am telling me they need to move the install time to between 1-2PM on March 18. That's fine I'm home all day I replied to them. They said ok great see you then. Fast forward to March 17 I get a call from them to confirm that they will be in fact showing up between 1-2PM the next day as originally planned. Awesome! I told them on the phone, this has been a long time coming and I'm excited. I told them as well that I had shoveled the snow for the installers which I didn't even have to do. The day of the installation I receive a call around 8-8:30AM, 5-6 hours before they are to show up telling me that the lift gate on their installation truck broke the day before so we pry won't be able to make it out to you. I understand things brake and things can change. I said ok do you have a new date for installation. I was told, I don't want to make any promises. So what does that mean? Tomorrow? Next week? Next month? I gave myself an hour or two to calm down then wrote them an email letting them know I've completely wasted a personal day from work to be available for them. Their response was less then satisfying as the email said their truck had been broken down for a week and a half prior to March 18, so it was well known and a simple phone call, email, or text message to myself to inform me of the truck being broken would've left me more understanding. Not to mention per their Facebook page (which im no longer following post install) they have a new installation truck they say is to provide great service for our costumers (not for all costumers). So they do have 2 install trucks. After a day or two they finally email me back and set up a date 17 days from the original installation date. I'm happy with finally having the pellet stove installed. The lack of communication between departments, information being told to costumers, and just general costumer relations is poor in my experience when I've heard nothing but good things from other costumer's of theirs. I can't get that 8 hours of personal time back that I could've kept to use for something more important, instead it was wasted on a known issue that they had, yet blatantly lied to me about. I'm sure if we were getting a brand new pellet stove we would've been treated differently. read more

I highly recommend The Fireplace in Watley, MA if you are looking to purchase a wood stove. Doug came out to home as a courtesy to measure my existing fireplace to make sure of the dimensions. Wendy was super helpful when I came to visit and pick out a model. Installation went very well and when a part of the handle came loose a few month later, they were extremely responsive and came out to fix it quickly. All around amazing customer service! read more

Best experience ever! They bought my old pellet stove; installed a new electric fire place. So beautiful! Reasonable. Excellent staff -office to installers! I would not go anywhere else! read more

The Fireplace - Fireplace Services Near Me - Whately, Massachusetts

Worst experience ever! Go elsewhere to purchase a stove! The staff are dysfunctional, the salespeople groom you for a sale and then the front office never completes the process. I wanted to buy in December to take advantage of a tax credit, but they never provided an estimate or collected payment or even asked for a deposit in time to claim the tax credit for the current year -- even though I was ready and eager to make the purchase a week prior to the new year! Even though I scheduled an installation! I had to personally take the initiative to follow up several times to inquire about the true cost of installation. I sent pictures, I called twice, and they never contacted me to finalize anything. Worse than this, they acted put out whenever I tried to get any information. Then, when I expressed my frustration at losing the tax credit for the current calendar year, the manager was rude, dismissive, and completely unapologetic, even though this impacts my ability to heat my home this winter. Bottom line: they are hell bent on a sale in the showroom but lack any customer service. I wouldn't trust them with such a major purchase after being treated so badly. I took my business elsewhere. I lost out on the tax credit this calendar year because of their lack of care, and the manager could not care less and said as much to me. What a way to conduct business!! read more

Bought several tons of premium wood pellets from them. Paid for delivery. Upon unpacking the pallets, discovered at least one in ten bags was broken, water-logged and, (of course), unusable. The Fireplace made good on replacement, but I had to unpack & inspect all 300 bags and bring back the 30 baddies to the store to get new. Oh, and they never provided the proper paperwork for stove permit. read more

Had a great experience ordering a hearth stone - Wendy went above and beyond helping us pick out our new hearth stone and explaining all our options. She was so helpful and made sure we got the right item for our home, and once we made our decision she made the ordering process was so easy. Highly recommend for their excellent customer service! read more

Great service and friendly folks. They came out to measure my oddly-shaped fireplace to ensure the pellet insert I wanted would fit (free service). Everything from the fitting to installation to annual maintenance and pellet delivery has been an A+ experience. read more

Never again. Ordered a gas insert and Doug came to take a measurement. I said that I would be replacing the brick with stone. I did that work and when stove was delivered, it would not fit. Doug came back out and said it was my fault - if I had left the old brick (that was falling away from the wall) it would have fit. I suggested he have a sheet for buyers so they would know what to do during the process of preparation - ie call a plumber, electrician for the switch, stone mason, clean chimney etc. He would not hear my suggestion and I felt that because I was a woman living alone he dismissed me. Got my deposit back and going elsewhere. Should have read some of the previous reviews..... read more

Always very nice but TERRIBLE about getting back to you. I've been dealing with them for over a year with various issues and it's always the same; I have to call multiple times before they return a call. This last time it took five calls before I could get an appointment scheduled. The lack of communication and follow up are obviously frustrating, but their work seems to be fine. read more

Professional and courteous service. We located this company online and visited the store to chose a dock system. We are very pleased with the dock purchased. Chad promptly answered our calls and was very knowledgeable about which dock would work best for us. We would definitely recommend this company. read more

I scheduled service for my pellet stove with The Fire Place in early January. They explained that there was a two week wait, which I understood, as there are not many stores that provide this service in the area, so no problem. I receive a call the day of my appointment explaining that another customer has an emergency and they'll have to reschedule my appointment......for 4 days later. This seemed like really poor customer service, but I tried to remain flexible. My next appointment day arrives, and my service window came and went. I finally called the store and was told that the tech had called in sick. "We called all the customers to make them aware" is what I was told. Obviously not. The woman I spoke with was also VERY defensive and rude. The store then cancelled a third time the next morning. I was told by Doug that he would call me back to reschedule. That was almost two weeks ago, no follow up call! I would strongly advise anyone who needs stove service to look else where. This was some of the worst service I have ever experienced. read more

This company will not stand behind their products. For the last three years, we had nothing but trouble with our stove. The computer in the stove is fried, the heat sensor burned off, a hole in the fire wall has developed. The heat sensor was fixed, but all current issues have not. We we're even told to not use our source of heat until it was fixed. We have filed a complaint with the BBB. read more

Just spent 4 days back and fourth on the phone attempting to purchase a demo stove that was available. Spoke to 2 different people and received 3 different stories. Now being told the stove was sold 3 days ago. Glad I didn't give them my deposit yesterday. Will not utilize this establishment for any needs. If you can't be honest then why do business with them. read more

Just bought a new Feighner floating dock from The Fire Place and LOVE it. A great product, good prices, and fantastic people!

We were in quite a bind and the Fire Place was quick to replace our stove, knowledgeable, cost-sensitive and efficient. I could not believe how fast and easy the install was! Stellar people -- highly recommended. read more

This place did not correctly, initially install the $5000 Harman Acentra model 52A unit and hence the the factory technician had to come and properly the finish the job - that was back in 2014. No problem in 2015 as the factory technician came out and did the job. This year (2016) the Fire Place came out to service the unit. The burn box was not property put back together and I have very good reason to believe the flu pipe and first five feet of chimney were also not property cleaned. In short - ride their A$$es! They think because they are the only show in town they have you over a barrel. read more

Sadly I have had an extremely unprofessional experience with this business. They came and installed a $7000 Harman Stove. The Stove is great. We never received the permit from The Fire Place. The building inspector said they were notorious for not pulling the proper paperwork. I had to call at least 4x to get them to send me the proper paperwork. The last call I explained that my house was not covered by my insurance until this paperwork was done. I had to demand it from them. Then the building inspector came and looked at the install and said it was not up to code. I went back and forth again with Chad from the FirePlace on the phone. How could they install the piping out of code? He said the Harmon specs changed and that they were not aware of that...( isn't that their job?) They sent 2 installers back out here to re- look things over and they told us they would be in touch in a few days, that they would check with the building inspector first before making more holes in the walls and clapboards-- which they say they will patch up...(?) This has been going on since November. It is now March. My insurance company keeps calling to see if we have the paper work.... If there were a fire, my home wouldn't be covered. We have 6 kids and 2 adults who live here. I have to give them a poor review, the customer service is dysfunctional. I have wasted a ton of time on this. I cannot recommend them. UPDATE: 3/27/15 Since seeing my review on their Facebook page and here, Chad was re motivated to make things right. The 2 guys that came to update the peeping were AWESOME. After more phone calls, texts, and me reaching out to the inspector- they changed the piping around to meet code. It still was a huge waste of my time and Chad seems like he just can't keep his head above water. They said they will fix the holes in the wall and clapboard, so that is the next step. I would not make a purchase from them again. read more

Had horrible experience with the manger and staff. We had two stoves that we highly recommended purchased from this place with the best pellets ($300 a ton) and we had nothing but problems. They were rude and didn't want to give us our money back. The second replacement stove also smoked out our house just like the first one and clunked so loud it waked us up. We had video proof and it didn't matter. For your own sake please don't buy from this place. We had to go through consumer protection to get our money back and even when they came to take back the second stove it's been 2 1/2 weeks and we still don't have our refund. read more

sorry all but i have had nothing but good experiences with this company and their cleaning of my pellet stove. The young man who does it is immaculate and on time and the price is reasonable. i would recommend that you do it in the summer so you are ready for the season! read more

I am dismayed to read the irate reviews of The Fireplace, which has been servicing our pellet stove with nothing but the greatest of courtesy and professionalism for several years. To be sure, we have had a string of problems with our Harmon stove, which we purchased years back from Amherst Farmer's Supply, but some of them have resulted from old house issues (i.e. leaks, rodents and invaders from the chimney). Throughout, the servicemen from the Fireplace have accommodated our various crises with promptness, politeness and a welcome smile, and in one instance even waived the house call fee without our asking. They have earned our trust and confidence over years of responsible and friendly repairs, and we would not hesitate to recommend them. read more

These people sold me a new stove and gave me a price to fix up my old one to give to my son. Six months later, they had still not showed up to pick it up, after repeated calls. Finally they showed and took it away. A month later they looked at it and decided to double the repair cost. The manager was rude and horrible on the phone. We called the owners and they did nothing. Worst customer service on earth! A piece under warranty broke on the new stove and it took two months before they got it and installed it. I had to call repeatedly. We will NEVER do business with these jerks again. Same stoves are available elsewhere, do yourself a favor and don't buy from these guys. read more

I scheduled a visit for an estimate a couple of weeks ago. We had looked at the gas stoves/fireplaces and decided on a unit but wanted to have an estimate for location, piping needs etc. They called today and said the installers were busy and could not make the visit on Monday( one business day notice). This girl stated that they were sorry but they are so booked that they were canceling all estimates for Nov and Dec and that we could book in January!!!! for an estimate. Do I need to say anything more? They offered nothing in customer service. So much for doing business locally when they treat customers like that. No excuse for this type of treatment. I am going else were for my purchase and recommend you avoid this store. Go to the Olde Hadleigh Hearth & Patio as they seem to be a professional business. Their prices were higher but they appear to be a legitimate business. I would give no stars if possible. read more