London Fireplace Shoppe

What a horrible policy. They will charge you $ 135 in order to give you an estimate for the cost of an installation. If installation costs more that $ 750, they will deduct that from the price of the installation. They will waive this charge… but only if you buy a stove from them before they give you the estimate for the cost to install.
I wish I could get away with this kind of customer service. «Would you like to order something? It will cost you $ 15 to see the menu. If you tip me more than $ 80 after the meal, I’ll refund you that $ 15.»
That’s a sure fire way for me to go elsewhere.

We changed our minds a few times and these guys were very patient and helpful. I would absolutely use London again to buy a fireplace. When the wrong one arrived they changed it out quickly. Personalized and knowledgeable service and professionals.

Mike is amazing
Came to Mill Valley home — cleaned the fireplace and returned to install a fantastic nat gas fireplace — perfect
On time, great advice, product was a masterpiece

Dave, Hugh and the group at London have done a great job for me for years. About 5 years ago they replaced a tired wood stove in a master bedroom with a gas stove that cranks out a lot of heart and still works perfectly. Just a few weeks ago they installed an energy-​friendly gas fireplace insert for us, and it looks and works great. It was a tricky installation but came out perfectly, and at considerably less cost than other bids I received.

I purchased a gas insert fireplace from Dave and yesterday it was installed. I couldn’t be happier. Dave was great and the guys who installed it were on time and did a fantastic job! They covered everything in the living room and cleaned up when they were done. Way to go !!!

We have an old fireplace that was bought from this company by the previous owner of the house. Pilot didn’t stay on, so I called the company. They scheduled a visit, and finally came. Charged $ 240 after detecting a gas leak in one of the parts. Stated that they may not be able to find parts anymore, and suggested replacement of the fireplace. And they promised to contact if they find parts. I had to chase them several times to get any further information. And I was interested in replacement fireplace as well. Promises and talk, no action from this company. So I will go and buy a new fireplace from elsewhere.

Dave and the team at London Chimney were very helpful in guiding me through the process of selecting a new fireplace and firepit for our remodel. They communicated regularly and made sure I was satisfied before and after my purchase. The installer that came out was very professional and made me feel confident I was receiving a quality product and installation. He answered all of my questions and took extra time making sure I understood how to use the remote. I would absolutely use London for my next fireplace purchase. I am surprised to read the negative reviews because my experience was extremely positive.

They wanted $ 135 to come to my house to take measurements for the insert they wanted to cell me, stating that it was their way of weeding out the people that weren’t serious. This was not the policy with their competitors so I purchased elsewhere.

Based on my experiences, I’d suggest you spend you home improvement dollars elsewhere. I have visited this store twice before purchasing my fireplace from them. In both instances, the guy who runs the shop (not the owner as best I could determine) was incredibly rude.
On my first visit the salesman was so engrossed in a conversation with a woman he viewed as a local celebrity that he toally ignored me for at least 30 minutes. When she finally left he was rude and unresponsive (and I’d just witnessed how helpful he is capable of being… if he thinks you’re famous).
When I commented that a particular model seemed safter because the screen was positioned several inches away from the glass, he said «you cannot use a fireplace screen as a substitute for responsible parentlng.» Whatever.
On my second visit he was again rude. I was so mad at myself for spending money at a place that is so disrespectful to its clients that I left without getting my question answered.
When we received the unit, it can with some broken pieces. Have contacted London Chimney several times and no replacement to date.