The Fireplace Factory

Very happy and satisfied with the installation of my pellet stove especially the service technician chris who is very professional and knowledgable. my experience with the fireplace factory from sales, installation to customer service has been beyond expectation i highly recommend this place if your shopping for a pellet stove or fireplace.

(⁴⁄₄) GO ANY PLACE BUT HERE (¼) Worst company you will ever deal with!!! The fireplace you were told was brand new was taken from some one else’s out dated chimney brought back to you!!!(2/4) shop cleaned up and sold to YOU as new at full price !!! Expect to hand that check over before the install because when it doesn’t work you’ll wait mont (¾) hs for the part to make it work… on top of that after the installation they just screwed you on they will offer to pay you for a great Unilocal review lol

I was shopping for a fireplace insert so decided to give this place a shot. When I walked in I was very clear that we were shopping around and going to other stores after this one. I just wanted to know what products they had that would fit our fireplace and get prices.
I got stuck there for at least 2 hours.
The salesperson was very nice but didn’t know much about the products, couldn’t tell me the pros and cons to steel vs cast iron and had to look everything up that I asked. I don’t expect them to know everything about every stove but I really could have just googled all the information myself. We got pushed into checking our credit to finance the purchase even though we kept telling her we were shopping around. It was easier to just say OK then deal with her guilt trip.
We ended up finding a different stove we liked more the next day. It was more efficient and fit the space better. They didn’t carry it though so it wasn’t even a matter of price. We called to tell them we weren’t moving forward with the sale hoping the credit wouldn’t have been run yet and they could just shred it. Instead of just saying OK or asking if there was anything they could do to change our minds they got really weird. The salesperson kept asking why and trying to change or minds, like a little kid that wants to go to a sleepover after their mom said no. Then we got a phone call from her manager saying how she spent so much time with us and we should really buy from them because she hasn’t gotten a lot of sales this week, as if it was our fault she didn’t understand the concept of shopping around or that its our fault her sales were down. Then we got another call from him asking what we were purchasing instead and he proceeded to badmouth the brand to try to make us change our minds. The brand (Pacific Energy) is very good and a well known company. It made me lose a lot of credibility with them because he’ll clearly say anything to get a sale.
I’d never bother going back there and I’d never recommend them.

Sorry everything you are stating is false shows your buisness motto. We did have a site check 2 weeks after ordering our stove and the sub contracted person reached out to us personally. You did quote me 3100 for install to be more specific 1500 for install 1600 for material. We chose another company due to your unprofessional manner and outrageous prices. Be honest if you are responding where others can read reviews.

I bought my lopi cape cod wood stove there 2 years ago. I shopped around for a while and found the perfect stove for my needs there. The sales reps were very informative and purchasing process was very easy. They even were able to finance it. The installers were amazing, very courteous and cleaned up after themselves. Stove has worked great so far and any problems I’ve had were fixed by fireplace factory. I have and will continue to recommend this company to any of my friends and family when buying a stove or fireplace.

Just had my Lopi Berkshire Gas Stove installed yesterday. Steve and his other two assistants were very polite, courteous and knowledgeable installers. Although I had placed some drop clothes on my carpeting, I was impressed when they walked in and had their own drop clothes to protect my floors since we had much snow outside and they had to keep walking in and out to get their tools and my stove. Steve and his crew worked very nicely with the plumbing crew who installed the gas line to the stove. I was amazed when Steve brought in a vacuum cleaner to remove any dust made when they cut threw my sheetrock to install the piping.
This morning I was surprised to receive a call from Gene, the gentleman that wrote my order up, to ask if all went well which it did. Gene also promised to get back to me about a minor question I had. The staff at the Fireplace Factory have certainly lived up to their mission statement, which is there professionalism, caring attitude and integrity.
I will not hesitate to recommend this company to any of my family members and friends.
Thank you again for your outstanding staff!
Joe C. Smithtown, NY

Poor company practices refused to give deposit back with no product received. see full complaint at BBB and Consumer Affairs.