Customer ReviewsforThe Depot Fireplace & Stove Center

I wanted to replace my old gas fireplace with a new wood burning stove insert. They answered all of my questions and explained all of my options. They had to schedule installation out a couple months, but that’s expected for a successful, quality business. Installation went smoothly and they walked me through everything that I needed to know. The Depot is awesome!

In February 2023 my husband and I hired The Depot in ****** to come check our fireplace for safety, cleaning etc. The tech that came out, did that and in trying to do something to the damper managed to break it. He left it open but unable to close. That's not acceptable. He then said he would have to come back with another guy and more tools. So, we waited and waited. Months go by, no call. Finally in August my husband and I decided maybe they forgot so I call. Guy says our work order is on the board, but no date. So, we wait some more. September I started calling again. We'll call you back, no call. I call again, same thing, no call back. Stopped in the store on a Monday. Manager/owner says maybe Friday, I will call you Wednesday. No call back Wed, Thu, Fri. IS IT THAT HARD TO RETURN A PHONE CALL??? I call again and ask for manager. He will call you back. Yeah I bet. Nope. So, I stopped again. Manager/owner comes out TALKING AT ME, OBVIOUSLY ANGRY AND IT WENT DOWNHILL FROM THERE. I KEPT TRYING TO SAY THAT I JUST WANT A DATE FOR REPAIR. He continuously interrupted and overtalked me, would only say he was too busy, shorthanded and he would get it when he could. AND he told me that storming in here and yelling (EXCUSE ME? WHO IS STORMING AND YELLING?), is definitely not going to help. I said something about the previous owner and the hired help chimed that he would have told me to F*** Off! WHAT DID HE JUST SAY??? It went around a little more and the owner said he was done talking about it walked off. I left. I told my husband about it and he said he would try to fix it himself. It was extremely difficult for him, at 74 years old, to get the very heavy plate and damper out, remove the rusted parts, and then get all those heavy pieces back into place. I will say the tech did leave that replacement part in Feb so we did have that. In the end, after 9 months of waiting, WE HAD TO FIX IT OURSELVES! This was an absolutely HORRIBLE experience.