Customer Feedback

Here are some letters and emails from our customers about our service and products.

If you would like to submit feedback about your experience with any of our employees, please use the main email form on our contact page.

Colorado

From Denver, Colorado

Bob, I thought I would send along a few photos of our completed project with the Napoleon LHD50 we purchased through your store. Due to the size of the files, I’ll send seperately in a follow-up e-mail. Thanks again for your help and service, we’re quite happy with the finished product.
– Scott S

From Arvada, Colorado

Hello Jamie, I wanted to say thank you again for the GREAT service! Here is the picture I promised the other day. I also wanted to say thank you for the paint and glass cleaner.

You guys are GREAT and I WILL HIGHLY recommend your company. My letter to you was mailed yesterday and you should maybe get it today.

– J.Ecklund

From Blue River, Colorado

Beautiful fire; working great.

Howard

From Denver, Colorado

We called on Fireplace Warehouse when we were in search of a part for our very old swamp cooler. They were extremely helpful in helping us determine which part we actually needed and were able to get it in stock fast.

– Megan P.

From Denver, Colorado

Mike, . . . I really appreciate you helping me out and will refer everyone I know to you guys for their fireplace needs.

Thanks again for the help, you’re the best.

– Dave (Denver Police Dept)

From Denver, Colorado

Subject: …service commendation

…Also, I just wanted to say how INCREDBILE Eric and his partner were. Although they were running late, Eric courteously called 2 times to keep me posted of his progress.

He went above and beyond the call of duty in many areas, including being EXTREMELY knowledgeable and helpful when I talked to him about the stone facing that I was trying to front the fireplace with. He was very careful and methodical with every problem he encountered and showed an amazing ability to solve the unexpected curve balls that came his way. All this on top of a stellar installation, excellent clean up job, and a thorough explanation of my gas insert operation and maintenance.

It was an extraordinary service experience!

I am looking forward to many years of cozy comfort with my new gas insert.

– M.Clair

From Morrison, Colorado

Subject: 1400P Fan

Asahel, Just wanted to thank you for your help. I got fan installed (and even used complete mounting bracket with a little re-engineering) and it works like a champ. Thanks again for all your help. It’s good to know there are people who know how to take care of their customers.

– D. Wachtl

From: Colorado Springs

We bought a fireplace from them (FWETC) earlier this year and was very pleased with the service and prices. We went back and found another fireplace we wanted and again are very pleased with the price and service. Don’t bother going anywhere else but here.

– Charles L.

From Tabernash, Colorado

Subject: RE: Fire Pit Problem

Asahel, I want to thank you for your call of a few weeks ago. It was reassuring to learn of your commitment to work with us and Dustin to be certain our fire pit is functioning correctly.

Regards, L. Holder

From Superior, Colorado

Just wanted to pass along my thanks to Mike Smeltzer for solving a problem I had with a 20-year old fireplace. He recommended a product to me that saved me potentially hundreds of dollars. I don’t need a fireplace right now, but when I do there is only one place I will trust with my business. Thank you, Mike!!

– B.Tunnell

From Wheat Ridge, Colorado

My husband and I could not be more pleased with the service and professionalism when we chose our evaporative cooler and had it installed. Everything went extremely well and the technicians who installed it were polite, knowledgeable and professional. I could not have asked for a better experience. I would highly recommend Fireplace Warehouse to anyone who expects the best.

-S. Dunbar

From Greenwood Villiage, Colorado

Dear Bob, Misty and Asahel
Today and yesterday Dave was here to install the surround on the insert. I showed him the doors on the Princeton and the sharp edges that needed to be removed. He took measurements for the surround which I know has been done many times and took the 2 doors. On his own time, he filed down the rough spots and painted the doors so they looked new. In addition he installed the surround and found a false switch to cover the hole that was left by the manufacturer. I appreciate his diligence and fore thought in getting everything done at once. Today he was in and out in 10 minutes and seems to be in shape. I wanted you to know that he is greatly appreciated.

-S. Mulligan

Pennsylvania

From Walnutport, Pennsylvania

Hi Jamie! I finally got the stove installed! Had slight difficulty with the installer*; ended up having to go with someone else. Next is to finish painting the floor and make this room the new living room area. So….here’s the stove all installed & ready to burn!

We are supposed to have 1-3″ of snow here in Eastern PA tomorrow afternoon….perfect timing. Thank you again for all your assistance in making this possible. I wish you Happy Holidays!! …

Sincerely, Helen C

Ohio

From Bay Village, OH

My wife and I want to thank you for the help and support you’ve been able toprovide us with our fireplace dilemma. Mike, you’ve gone through the steps that make us feel comfortable and that this problem is winding down for all of us. Thanks again for your great customer service, as we look forward to the next fireplace insert for our front room.

– Mark and Anita

Michigan

From Troy, Michigan

Thanks Bob!! You and your team have been a pleasure to work with!

– Jeff K.

Virginia

From Bristol, Virginia

Good Morning! I hope this finds you all well and warm. We love the woodstove you sent us! Last spring when we bought it, we were hoping things would work out as we have never tried to use wood as our primary heat source. Well, this morning it is 20º and we have snow on the ground and it is 76º in our home. The firewood pile is about 6’x6’x30′, mostly wild cherry, locust, ash, maple and black walnut. Next year, God pleasing, we hope to add oak and hickory to the mix. Our property was a hayfield so in the last 4 years we’ve planted the only trees that are on it. But we have been blessed with firewood from many sources. We bought a little 12 ton log splitter for $300 brand new; another blessing! But I just wanted to write and thank you all and tell you what a pleasure it was to do business with you and how much of a blessing you are to us. We sure appreciate it!

Merry Christmas and Happy New Year 2010!

God bless, T. Miller

Connecticut

From Safford Springs, Connecticut

Hey Bob, I just wanted to let you know we love our Starfire fireplace. It heats us out of our great room which means it does what I intended for it to do 🙂

– Dawn H.

From Clinton, Connecticut

Dear Mike, You are unbelievable…God Bless you ,,,,,,your company Should be so Proud to have a Wonderful person like you working for them,,, It’s an honor dealing with someone who backs there words & stand behind there product.. It’s a real pleasure dealing with you.. You’re a real Gentleman…
Sincerely, The Holloways

Texas’

From Denton, Texas

Bob, Thanks a ton for giving me a great deal! I really appreciate it and your super friendly customer service. Jamie was great too, very helpful!

– Darren S.

Idaho

From Eagle, Idaho

Bob, … I would like to take a moment to let you know that I have been absolutely delighted with the prices of your product and the prompt and efficient services that I have received, especially from Larry O.

At the outset, I was somewhat nervous about making a purchase of this magnitude (Napoleon NZ6000) via the internet. But you and your entire team have made the purchase far smoother than I would have imagined. My contractor has the unit installed and is working on the hearth/surround installation which I know will be gorgeous!

So please accept my thanks and my highest marks for your operation. I would highly recommend your firm to anyone planning to purchase a new or replacement fireplace.

Thank you, again.

-B. Peters

Washington

From Vashon, Washington

To Whom it May Concern :

I would like to offer positive feedback on the service I received from Larry and Randi at Fireplace Warehouse related to my purchase of a Napoleon propane stove.

At the beginning of November, I went to a local dealer to purchase a propane stove. I explained my pellet stove had just broken, and my husband was very ill, so we needed a replacement stove as soon as possible. I was told my stove would be delivered to the store in about a week. A week later I phoned the store, and was told the stove did not make it onto the shipment, and it would arrive in another week. This continued for five more weeks, with me constantly phoning for updates, finally hearing they had no idea when my stove would arrive. The purveyor never phoned me to follow up, and seemed incensed that I would bother them about the arrival date. Meanwhile, we had record cold temperatures in my area, and I had trouble keeping my ill husband sufficiently warm. I finally requested and received a full refund.

In a panic by this point, I e-mailed for details on the same stove from Fireplace Warehouse. I received a near-immediate response from Randi with answers to my questions, along with her personal cell phone number for quick contact. I phoned her on a Saturday and purchased the exact same model Napoleon stove, at a significantly lower price. I explained my immediate need, and she said she would look for the fastest shipping method. She said she thought she could get it to me in less than a week, by the following Friday. She immediately e-mailed my paid invoice. I was elated!

I received both e-mail and phone follow-up from Larry over the next couple days, including shipping confirmation and tracking information as soon as the stove shipped. Larry was open and available to answer any questions I had, and his responses were immediate. The stove arrived early Wednesday morning, not even a full four days after I ordered it! We had it installed before the end of the week, and are now nice and toasty. I had a small part arrive inoperable, and Larry is following up with shipping that out under warranty.

I am so impressed with the service, product, and pricing at Fireplace Warehouse. Larry and Randi represent the company well, and I won’t hesitate to recommend Fireplace Warehouse to friends and family interested in excellence in a company.

Thank you Larry, Randi, and Fireplace Warehouse for restoring my faith in the existence of high standards of operations and service!

Regards, D.L.Caswell

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Online Testimonials

We had a real challenge for getting a fireplace installed. We have an old Victorian and it is 8 inches from neighbors house. We contacted three fireplace experts and only one was able to figure out how we can get a stove in our main parlor. The first two businesses came by and looked around and then split. One even wanted to charge me $100 for a visit? I was totally frustrated and Brandon at Fireplace Warehouse came through in the end. First attempt Fireplace Warehouse showed up with a trailer and a wood burning stove on it. We had our hearts set on a wood burning stove. But after careful inspection by the installers they could not install the wood burning stove. So we called Brandon. He recommended a gas stove with direct vent that will be able to vent out of the house and not cause problems with neighbors house. They installed the new free standing gas stove. It works great… It actually saved us money on heat… I thought is was bull when they said 80% of the heat will stay in the home. This took about two years and several fireplace contractors. Fireplace Warehouse came through in the end. Thanks Brandon! Great honest people! – Scott C

I had a great experience with Fireplace Warehouse. The showroom is tremendous with a lot of product on display and I found them to be extremely knowledgeable about their products. Bob and his team went out of their way to spend time with me (three times) and make sure that I was happy with my choice. I shopped four other fireplace stores and found the prices here to be extremely competitive. They even went out of their way to contact the manufacturer directly for me and help me secure some factory rebates that I would have had no idea about. They helped make delivery of the fireplace hassle free. Like most projects or purchases this big, there was a hiccup. I did not get one piece of venting I needed when I picked up the unit originally. Bob, Mike and the team went out their way to make sure I had the right piece quickly and easily. I can’t say enough about how nice these guys are and what a solid job they did for me. Price, selection, service.

Highly recommended! – Jim C