Fireside Hearth & Home

John and his staff have beeb extremely helpful to me and my wife. We are on our fourth fireplace and they have walked us through the purchase process seamlessly. Even suggesting looking at the Clearance area to save some bucks. Good people

The one star is not for the quality of the finished product. If my review were only based on that, it would definitely be five stars.
There is much more that goes into a customer experience than what you ultimately walk away with. And unfortunately, what we walked away with took eight months when we were promised a 6-​week turnaround from start to finish. We spent countless hours on follow-​ups, trying to fix things on our own, rearranging work schedules unnecessarily, bringing a defective mantel to the store because no one returned our phone calls, and the list goes on. And no one from Fireside seemed to care.
Poor workmanship that Fireside finally fixed (under protest), myriad unreturned phone calls, mix-​ups on the part of their scheduling department, unnecessary delays based on erroneous understanding that inspectors would require additional work by Xcel Energy, and worst of all, the gas installer didn’t turn the gas back on in the dead of winter which forced us to call an emergency HVAC person on a Saturday morning and left our home at 42 degrees. Most disheartening is that we never got an apology from our sales person for any of the mistakes that occurred over our long ordeal.
It wasn’t until we got the Regional Sales Manager involved that we actually heard, «I’m very sorry.» He stepped in and made sure the quality of the fireplace in a few areas was straightened out. However, at the end of the day, he too proved to be disappointing to work with, which only confirmed our feelings on the whole experience.
Our fireplace is beautiful — as it should be for the price we paid — but I’d never do it over again with Fireside if I knew then what I know now about the way they do business.
One other positive note: the contractors who did the framing, stonework, etc. were top-​notch, professional and courteous.

Had a good salesperson but you can save a lot of money if check around for fireplace inserts and brick.

Methinks not.
When I ordered a fireplace from these guys several years ago, they were helpful and responsive. Now said fireplace needs a replacement part. I phoned to ask about it and got voice mail. Left a message; they did not call back. So I called them again. They said they would check on the part and get back to me; they did not call back. So I stopped in, bringing with me all the paperwork from the original installation. The salesman said he would order the part for me and call me in 3 – 4 weeks when it arrived from the factory.
Four weeks later, I’ve heard nothing. So I phone them. Voice mail again. I remind them what I ordered and ask if it’s come in. The next day they call to say the part is there. (I wonder how long it had been there, and if it would still be there if I hadn’t bugged them about it.)
I picked up the part and took it home… wrong part. I took it back and the salesman basically threw up his hands, saying that they couldn’t do anything more for me.
Since when does a salesman not return phone calls? From someone who wants to give them money? Oy vey. I have found another vendor who sells the part and will be ordering from them instead.