FIRESIDE HEARTH & HOME

Extremely disappointed customer experience.Problem 1: I ordered a gas valve for my Heatilator fireplace via my local retailer in Nashville. It took her multiple emails to confirm with Hearth and Home that we were ordering the correct part. This is not a vendor's or customer's job; you missed the mark on service excellence--- do not drop the ball and go radio silent; ALWAYS have a closed-loop communication with a customer.Problem 2: when a product is ordered, every customer today wants the product/item in 2-3 days. No excuses. This is the reality today with Amazon, Walmart, etc now setting the norm of 2-day shipping or less. You clearly have multiple issues at hand here: supply chain, product familiarity, retailer/partner relationship strength and communication channels, shipping logistics, product tracking.To have a customer waiting weeks and weeks with ZERO communication or update or engagement is absolutely unacceptable. When I purchase my next home in the next 12 months (and any thereafter), I will now have a criterium added to verify the manufacturer of the fireplace, because if it's Hearth and Home, I'm out. Beyond disappointed.

I do not feel safe using their products. I had their fireplace and flue installed by the dealer they authorized and trained. They could not install my fireplace correctly and couldn't fix it after trying 4 times.Manufacturer did nothing to assume responsibility or hold vendor I sourced through them accountable. Support is non-existent. They protect the dealer, not the consumer who uses their products in their home.

I tried calling for support and their automated system is an endless morass of confusing options with no clear option to talk to someone. I did get to a real person at one point and they just transferred me back to the automated system. Cannot recommend a company who creates such a confused support system.

After much research and depending on their specification regarding heat output bought a Quadrafire Pellet stoves through their dealer here in Truro NS. Biggest rip-off the unit does not even come close to the 51,000 BTU's they claimed and after we had it installed we found out when presented with all the documentation that the EPA sticker showing it produced 19,000 less than they claimed. Misleading and deceptive practices

Garrett Kranz was amazing to work with. Garrett is deeply knowledgable about the product and willing to help answer any questions.