Home & Hearth

We ordered custom bi-​fold glass doors and frames for a three sided fireplace. Ed and Rick did an amazing job. Ed’s measurements were perfect and everything fit with no issues. Rick and his partner installed in about 2 hours and did a great job. They really care about what they are doing. Everyone was very knowledgeable. The old fireplace looks brand new! Can’t wait to start using it.

This store has a great selection & is nicely laid out. Those are the only nice things I can say.
We got our wood burning stove insert about 2.5 years ago. They carry enough of a selection that questions needed to be asked but I felt as though the questions were a bother — (C’mon, just drop your $ 4000 & lets get on with it already).
When the stove came in, they scheduled a day to deliver it to our house & I was told that they would come back to install it when they had more installs in my area. So this big stove weighing 400 lbs sat in my family room on a piece of cardboard for a few weeks. When install day came, they didn’t show up in the scheduled time window, so I called. I was told that they were running a little behind. They showed up hours later.
This past winter we had a problem with smoke backing up into our house from the stove. I called the store to ask if anyone else had experienced this or what we might be able to do about it. I was told that was a question for the service dept., they’re closed, they’d call me back. Never got a call back.
Then, a couple months later one of our blower fans died. We were about 2 weeks from the warranty expiring & the guy my husband spoke to gave him the song & dance about how he’d have to look into our paperwork to see if it would even be covered, we may just have to buy it, not sure what he could do (that’s customer service??). The man graciously said he could get it replaced under warranty so we had to go & drop off the bad one & they would let us know when the replacement came in. Weeks later we get the call, I pick it up, bring it home & find out that they ordered the wrong side blower. I’m done. Not going through this again!
I feel as though when I’m a customer, buying your product & giving you money, it shouldn’t be this hard. Maybe I’m old fashioned but what ever happened to customer service? This place wants the sale & then wants to not see or hear from you again until the next sale. Having to call & speak to someone about any questions or issues is not pleasant, nor are they.

I called John and had a service appointment to fix my gas fireplace. Let’s just say it’s still not fixed. I called back multiple times and sent an email and still haven’t received a response. I feel compelled to inform anyone who is even thinking of purchasing from this place to STAY AWAY! First off i’d like to say this place is EXPENSIVE. A place being as expensive as it is you would expect exceptional customer service. This place doesn’t even have that. When I called a few times, a woman answered the phone and she was the only nice person in there. Every other time I called an older gentleman with a very mean aggressive attitude answered and I felt that I was «bothering» him. I just want this fireplace fixed so I never have to deal with this incompetent ignorant arrogant idiots anymore. All they want is MONEY MONEY MONEY. I hope the owner sees this because he needs to change this business before it goes under. All they need is competition with competitive pricing, a nice showroom and great customer service and this place is GONE. STAY AWAY! STAY AWAY! STAY AWAY! Take a ride up to Ashleigh’s in Poughkeepsie. It is by far worth the ride, time and gas.

The worst service ever! I am surprised they have not gone out of business yet. Employees are very rude and very obnoxious. They don’t really know much about their products or seem to really care. They tell you what they want you to hear that has nothing to do with the product itself – they are very dishonest to say the least. Buyer beware… there are other alternatives that may be further away so please either look on the internet or go to another store. There are plenty of reviews on here warning about this business.

Customer service could be vastly improved both in store, on the phone and with their delivery people as well.
The first time I went in, it took a very long time for someone to come over to provide help and when they did, I was only shown the higher end pellet stove models. I know this because I came back an hour or so later with my husband and he found stoves ½ the price of the ones I was shown and they are just as good as the others, the only real differences being with the thermostat and the overall look of the stove.
When I was called letting me know that my stove was in, the person I spoke with had zero idea that they were also hauling away my current wood stove and tried to tell me it would be more money. I told him it should be written down on my paperwork as I had previously discussed haul away with the first sales person. It’s a good thing I mentioned the haul away or else the delivery people would have had zero idea.
Speaking of delivery people, the delivery came on Saturday afternoon, one man (Angelo) was very professional and pleasant, however the younger guy (Andrew) was THE WORST. I have a garage that can fit two cars, but only has a door for one, which leaves the second half as storage only. Weird, yes, but I’ve seen it before in other homes. He went on for about 15 minutes about how weird and backwards it was and that, and I quote, «The Polish must have built it because everything they do is backwards.» I have NO idea what that even means? How did he know my family wasn’t Polish or my Husband’s family wasn’t? He also told me his Uncle’s house was built by the Polish and it’s crappily made and it «looks just like mine.» Excuse me? He then went on to tell me how is house is 6,400 sq feet and proceeded to ask me how large mine was. How is this any of your business? You’re here to deliver a stove. This whole delivery experience left a very poor taste in my mouth, but I decided not to call the store to complain as I figured they wouldn’t care based on previous interactions with them.
Lastly, I just called a few minutes ago to ask if they had a specific pipe in stock as I need to get two elbow pipes in order to meet the 6″ clearance in the front of the stove. The person who answered was rude and fairly unhelpful as I wanted to know if he knew the pricing of the pipes off hand. He said no with zero offer to check in the system or ask someone else. I felt rushed and hesitant to ask further questions as I felt like a bother.

I wish I could give this place zero stars. I have to agree with the other one star reviewers that this is the worst customer service experience I have ever had. After I ordered fireplace doors, I put down a $ 500 deposit and agreed to pay another $ 250 to have the doors installed. After the estimated time for delivery and installation came and went, I called to check to see if the doors had arrived. They «checked in the back» and apparently the doors had been sitting there for a while but no one had bothered to call to set up an installation. I set up an appointment and no one showed up. I could go blow by blow on the incredibly frustrating experience I have had since with Ed, the rudest, most obnoxious, argumentative salesperson I have ever encountered, who doesn’t understand the concept of giving the customer the benefit of the doubt. He never returns calls and acts as if I have nothing better to do than sit around the house all day and wait for them to show up or not. He actually refused to admit that they (he) had made a mistake on the first appointment, where no one showed up, saying it was «extremely unlikely,» and basically blaming me for somehow inconveniencing him. When I said I was considering cancelling the order at this point, he actually snorted in derision. I am now on the fourth time trying to get these doors installed and we will see if it actually happens. If it does, hallelujah, because I can look forward to never ever ever having to deal with these jerks ever again.

Employees are rude, insensitive and dont know or care about the details of there product. I stopped in a delt with a misrable old man who was short tempered and showed he really had no time for my questions. Id rather do buisness with a big box store before I ever set foot in home or hearth again. Avoid wasting your time and dealing with unpleasant attitudes. Skip this place

The customer service is awful. I wouldn’t recommend them to anyone. It took them forever to get the order right. Sales is what drives them customer satisfaction means nothing. Avoid the headache and go elsewhere!

The worst customer service I have ever experienced. My fireplace flue was rusted and needed to be replaced. I had paid for a cap to be installed but the flue was so rusted I needed a new fire place and flue. I spoke with John and he was going to give me an estimate to install a new fireplace flue etc. After 8 voicemails and 4 emails went unreturned over 2 months I sent an email threatening to bring them to court. That email was replied to and a refund processed-​all without the person giving their name. I suspect this business only wants to work with contractors and other professionals. Buyer beware.

Home & Hearth is irresponsible, discourteous, and bordering negligent. 4 years ago they inspected our LR and recommended a very expensive wood stove. They lied about its capacity to get the sale, made unprofessional statements before and during installation, after the fact they said we were burning unseasoned wood (which we weren’t then or now some thirty cords of wood later) and they suggested we burn kiln dried wood. NEVER do that, we didn’t because we read it was dangerous and could over fire. Several seasons later now we still have the same results. The room loses most of the heat the stove puts out. They said to burn the stove on high 24 – 7, which is both impractical unless you don’t ever sleep, and you run the risk of over firing. And to top it off, this year it turns out we find they had left a metal ash pan plate inside the stove vertical against the inside right side that was NEVER supposed to be there. We find this out because we went to now replace the disfigured part, and are told it was installed wrong, not ever supposed to be in there. Conversations with their owner/​management back then proved useless. Total blow off after they get paid, patronizing, they do not care, will sell you anything to make a buck, and have zero customer service follow through. This company is the opposite of mindful. Very dishonest, and they are dealing with items that can be dangerous to families.

The kitchen designers here are wonderful. Several years back they looked at my measurements and made truly valuable edits to my kitchen plan. I did not actually purchase my kitchen from them, since I live far away but I did find and buy the perfect mantlepiece for my fireplace. Full Disclosure: I work next door at Marty’s Formal Wear, which is the reason I went there in the first place. If I lived closer I would have used them. Also, if you are a client of ours, we would appreciate your review! Thanks

I’m afraid I have to agree with a few others on their customer service. They had the best price for our gas fireplace that we bought, however, that’s the only positive about this place. A little into a year of having our fireplace, we noticed the logs were not placed correctly and we had an issue with our burner so we called the store to have the issues fixed. Every time we called, we were told someone would call us back and they never did. It took over a year of calling nonstop for someone to finally come out — that was an entire winter that we could not use our new fireplace. When the serviceman did come to our house, he was very kind, however, he accidentally broke a control switch and said he would replace it. Has it been replaced? Of course not and when we called asking about it, we were told we wanted a «freebie visit» when they really needed to focus on their paying customers. You know, a «freebie visit» for a part that they broke to begin with! We had recommended this store to a friend, but that was before the horrible customer service experience. Never again will we suggest this store to anyone.

Quite possibly the worst customer service in the history of man. Period.

They delivered a ton of wood pellets to my home damaging my lawn in the process. Instead of apologizing, they denied it ever happened although it was obvious it was thier large truck tires and the fact that it happened as soon as they left.

We wanted to refinish our family room fireplace — something rustic with stone — to replace the builder standard painted wood trim.
While we have purchased door hardware from H&H a number of times, we had not made a major purchase here. The Google reviews frightened us a bit, but we figured we’d at least start the shoppng process at H&H.
The staff spent more than two hours with us, running through the various faux stone and real stone finish options, going online with us to look at timber mantles, and then pricing it all up. We went home and did some additional online searching and decided we could not be any happier than with the options we had outlined at the store. So we ordered a solid wood mantle — carved from a section of a chestnut tree — to go with the stacked stone finish and a new solid bluestone hearth. We were told 6 – 8 weeks.
Six weeks later they called to say the materials were available and they would be contacting us to schedule instlallation within one (1) week. We got a call the next day to say they had a cancellation in their schedule for the day after — this worked fine for us so they slipped us right into the schedule.
The install crew arrived on time and they could not have been more professional and knowledgable. It took them almost two hours to remove the old hearth tile and underlayment (I had used about 100 screws on the plywood), and they spent the rest of the day and came back on Saturday morning to finish up.
The final product is exactly what we had in mind, and we could not have been happier with the products or the service.

I have been patronizing Home & Hearth for years. I needed to make better use of one of my wood burning fireplaces so I purchased a Vermont Castings Gas Stove many moons ago at a great price. The customer service could not have been better. Skip forward to today. We went in to buy a blower fan for the unit to make it even more effective. The order was all written up when the gentleman proprietor inquired if we had a ceiling fan in the room. We do. He said to turn the settings so the fan blows in reverse (winter mode) which would do the same thing as the stove insert. $ 250+ saved. We even tried to buy some other things but he insisted they were really not needed. Who does that?!
If you are looking to deal with honest people with integrity look no further than here. You simply will not do any better. Besides stoves, inserts and pellets they sell BBQs and whatever you need to burn. Down below. ;)))

Walking into this place can be a little overwhelming. They offer a huge selection of products for the fireplace. The workers here are all very knowledgeable and seem willing to offer any help they can provide.
What I didn’t like about this place was the amount of time I had to wait for my purchase to arrive and then the customer service on the phone. While the delay in delivery may not have been their fault, they could have been honest with me on the phone. Instead they constantly lied to me and gave differing reasons why and when I would get my purchase.
Overall I would use this store again because of the selection available, and the staffs knowledge of their product.