Fireside Hearth & Home

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OPEN NOW - Closes at 4:00pm

Be very cautious about using Fireside Hearth and Home. They are polite, though frustratingly inept, carry an inferior product, and offer very poor customer support. I purchased a Heat&Glow Supreme Oak gas log set from Fireside in December 2012 for about $900. It came with a "lifetime" warranty. In November 2017 I began the warranty claim process for several of the logs that had cracked and crumbled. The process included photographs, multiple calls, emails, trips to their store, and a lot of waiting for all of the parts, which included 2 metal screens that had burned up. I had no use of the fireplace for the entire winter season. Finally the logs were delivered, but not the screens. After more calls and trips to their store, I received a package with only one screen, which I left with Fireside so they could order the second screen. Now, almost a year after I began the warranty process, Fireside states that I have already received the screens. I asked them to check their storeroom hoping they would at least find the screen I left with them, but their response was along the lines of "looking for a needle in a haystack.”

Bottom line: Fireside continually pointed to Heat & Glow, the supplier, as the culprit for slow response and lack of warranty follow through. Either entity could have gained my satisfaction and respect by expeditiously honoring the warranty and standing behind their product. Good will is expensive to buy and hard to earn. Instead, Fireside Hearth and Home and Heat&Glow have bought a lot of bad will on the cheap over a set of screens with a retail value of about $36.

We got our insert in 2011, primarily because of all the cold air coming in from our existing fireplace door. We were reassured over and over again that no cold air would come through any part of this insert. $4000 later we were getting more cold air coming in than with the old door. I made several attempts to call for service and have yet to get an answer or a call back. During the coldest parts of winter I have to wrap a blanket around all the openings to maintain any heat in the family room. Deeply regret the insert and very disappointed in Fireside. Would not recommend.

Beautiful. Every time we look at our stone wall and fire insert that is what we see-beauty. We had top service from start to finish. Tom, the owner worked with us from the time we entered the store in Utica. He took his time and showed us several inserts and wall designs. He also came to our home and took the measurements personally. The team of masons were just as professional. Joe and his crew showed up on time, covered their areas and showed us and our home respect. We are very happy we chose Fireside and referred several people.

At first I thought it was a respectable business until I was overcharged and waited for months for my product. Please do your homework before choosing fireplace and things. They are not willing to help those who keep them in business, the customers.