Sutter Home & Hearth

My 17 year old fire place (purchased at Sutter) and only source of heat finally needed servicing. My house was without heat an no one, including Sutter had service availability for over a week in the dead of winter. Instead I sought to do the fix on my own. Van and team guided me through each step while I was in picking up the part. After I installed it, I still had troubles getting the darn pilot light to fire up, despite following all the directions. I called Van back at the close of business and he hung on the phone with me for a long while, and we still couldn’t get it to light. He put in a call to a few service techs who were unfortunately unavailable at the time. However, Van took the time to follow up with me the next day to see if I needed any additional assistance. By this time I had gotten everything working but it was really refreshing to do business with a company who genuinely cares about their customers.
Thanks Van!

5 stars for service, negative stars for prices… i totally get that brick and mortar stores gotta cover their overhead and i dont expect them to compete with amazon or other online or big box retailers. But damn, this place is like a trendy bar in bellevue type of overpriced. They want $ 34.95 for their bags of smoking woods (apple, peach cherry etc). A bag that consists of about $ 3.00 worth of wood if bought from a well known source on craigslist or at most $ 10 from other bbq/​smoker suppliers. 3−10x the cost for a product is just wrong on so many levels.

Check the price before you purchase from SHH. I was quoted $ 99 for replacement bars for my weber grill. The same product is available from Amazon for $ 40. I’m blown away by the 100%+ markup over Amazon.

I’m compelled to add another strong review as we are so pleased with our new gas fireplace in our 100 year old home. The Sutter team patiently guided us through the process of choosing logs vs insert. We ultimately chose a lovely set of logs (Real Fyre) rather than an insert for a more natural look (with glass folding doors). The result was outstanding. The installation of the gas line was also precise and unobtrusive. We’re very pleased with the craftsmanship and service.

We had a great experience with Sutter Home & Hearth! Hailey helped us select a gas insert brand and design that would go well with our 1960s home. Mike came out to do the measurements and estimate and was very professional, knowledgeable and helpful in providing the information we needed to select the correct size insert. They were able to fit us into their installation schedule 3 weeks earlier than originally promised and the installers were efficient, friendly and professional. We couldn’t be happier with our new insert! Thanks Sutter Home & Hearth!

We had Sutter Home and Hearth do some gas piping work for us in advance of our fireplace insert installation. Actually re-​doing the work of some guy we hired and then fired.
The two workmen that came out were incredibly thorough, meticulous and pleasant to deal with. Our project was complicated so they were here for over 10 hours of solid strenuous work. And the workmanship was OUTSTANDING. Really can’t say enough about the professionalism of this company. You WILL be glad you hired them.

We’ve been very pleased with Sutter Home’s sales and installation folks. Their installation crews and estimators are top notch, professional, efficient, clean, and do great work. Their products are high quality and we’ve not been disappointed by anything we’ve purchased or had installed. Follow-​up phone inquiries have always been handled professionally and they stand behind their products and installation.
They are forthright and give honest advice and recommendations without upselling pressure — which we appreciate. We would have rated them 5 stars except we feel their pricing is a little high on some aspects of the jobs we’ve had done. Would we go back? Yes… the price concerns aren’t enough to risk compromising known quality of service and installation.

My husband & I have been purchasing from Sutter for at least 6yrs. It’s about time I post how much we love them! Always pleasant whether on the phone or in person. Posting today because my husband went by to pick up a Big Green Egg warranty replacement item. He walked in, gave his name and then they took the large item out to the car w/​o asking, just did it! In & out in 5 mins. Love these guys!

I ordered a barbecue/​grill from them and needed delivery. When they called to schedule the delivery I was informed they only do deliveries M-​F 8:-5:. I work days and that wouldn’t work. I asked for a refund and they supposedly did it. My bank still showed the charge so I called a couple days later and they insisted that it was completed. Now, a week later, I called again to find out why my bank knows nothing about their credit. The guy told me that they just did it this morning and he doesn’t understand why I’m unhappy.
I figured buying a $ 2000 grill at a small local company was a good move. I even knew I was spending a little more there. So now I saved $ 100 off the grill and didn’t need to pay $ 175 for delivery. Too bad I just didn’t go to Albert Lee in the first place.
PS: the competition delivers on Saturdays for you working people out there.

Sutter Home & Hearth are proof that great customer service in the world we live in is not dead. These guys will go above and beyond to help you. I wish more businesses took the approach these guys take.
I recently needed a warranty replacement part for my Big Green Egg grill and contacted Sutter to help (they’re an authorized dealer). I worked with a really helpful guy named Van. They were prompt in their responses, easy to work with, and very professional.
We’re thinking about re-​doing our fireplace this year and, knowing their level of customer service, these guys will be the first company we contact for sure.

Why didn’t we do this sooner?!
We have been living with a big drafty hole of a fireplace in our old house that is surrounded by beautiful original brick with an unusual curve.
Sutter was great — from the product offerings to service. They created a simple custom surround that fits perfectly. Tom did a fabulous job measuring (one of those craftsmen that truly loves what he does and it shows) and the 2 guys who came to install were professional, kept floors protected, meticulous and even resourceful when they had to quickly problem solve to replace a leaky gas line.
We now have a beautiful piece. Everyone is using the living room more. and it gives amazing heat! Very happy with the work. Highly recommend!

Haven’t yet had my fireplace insert installed, but am already disappointed that they cancelled my appointment at the last minute (about an hour before they were supposed to arrive). Makes it a bit difficult for those of us with busy schedules. I’m hoping they’ll come through in the end with a good result — I’m paying quite a bit more than their competitor’s quote, banking on the «get what you pay for» maxim here.

We just had a new gas fireplace insert installed in my home by Sutter Home and Hearth and to say it was a great experience would be an understatement.
Everyone we came in contact with from Jim and Mike in the Ballard location to all the folks who measured, installed, fielded calls on the phone, etc. were gracious, patient, knowledgeable — you name it. It was a first class experience all the way around, even the gentleman Scott they recommended for the chimney sweep was terrific.
My elderly mother was home for the appointments (measurements, cleaning, installing, etc.) and she was kept saying how impressed she was with how respectful everyone was and the fact that they were on time and were all very hard workers.
When I started looking into this, I was not sure I would do a full insert but I am so glad I did! I would recommend Mike and his team at Ballard Sutter Home and Hearth to anyone and everyone.

they have been absolutely wonderful and i will work with them again as i have already 3 times.
their work is very good (not a scratch on the wall where they had to make the hole for the vent) and they are very prompt in their appointments. the last time — jim even managed to squeeze me in with an earlier date when it was important to get one of my apt. ready. the cute gas stove (they recommended a smaller one which was great although they could have made more money on the bigger one) is now the centerpiece of a very charming apt.
in my own home my friends remark how well the fireplace insert has been done — as great care was given to go around the stone with it’s old design and that was not easy!
really — great people to work with and when all is said and done i know it’s done correctly from the gas line to the vent.
merci!

After searching for months to find the correct fan for my gas fireplace – I finally called Sutter Home and Hearth and spoke with Vance– he went the extra mile and spent a great deal of time trying to find the proper fan (which was not easy as my fireplace was not new) I now have the fan and am an extremely happy customer
Mary Pintler

I’ve actually done a small job for their Woodinville store before they closed it to move to another location. I’m a tile contractor, and I was looking for a high-​temp caulking to apply some tile to the metal portion of a fireplace I was working on. I was quoted a little over $ 7 a tube over the phone and once my employee made the drive there, I was told the price was over $ 14 a tube. I had no choice, as 3 other places I called did not have it in stock, but I’m still very disappointed in the ‘error’. The other places also had the product at closer to $ 7 a tube, I just could not wait a week for shipment.

We had an excellent experience with Sutter Home and Hearth in Seattle. We had two gas fireplace inserts installed and each required working with existing fireplaces that didn’t meet the specifications for the new inserts. We greatly appreciated the care and patience that Daniel and Tom had with us during the process and their creative solutions and flexibility to come up with ideas to make things work for us. Everyone who worked with us, from the sales staff to the estimator/​trouble shooter to the installer and customer service, deserves of a 5-​star rating for their professionalism throughout our process. BTW, the fireplaces now heat the room, are easy to use and look beautiful.

Knowledgeable, friendly personnel, helpful advice, prompt delivery, and they set the grill up and showed me all the features. The folks at Sutter Home & Hearth made it so easy, wish all purchases could be like this!

Bought a gas log fireplace with insert and had Sutter do the install almost 20 years ago when they were in their old location. Routine maintenance on parts has been required and the logs themselves had a lifetime guarantee. So here it is the present and the people at Sutter continue to help me with maintenance and problem solving. Log set has been replaced for free three times now. They make me feel like a five star customer every time I come in and it’s not because of how much I spend. It’s in their DNA. Just had to share my thumbs up.

We got a gas log set installed the first of this year. It is wonderful to just turn on the fireplace with the remote control anytime we want a fire. In the beginning we had a technical problem with the log set which required someone to come out to fixed the problem. The service was fine and they dealt with it immediately.
I turned off the pilot light this summer and I took careful notes on how to turn it back on but when I tried to turn the pilot on this fall I couldn’t do it. I followed the instructions correctly except that I didn’t positioned the lighter flame close enough. What I didn’t like is that Sutter Home & Hearth charged us $ 98 (incl. tax) for having a technician come out to turn on the pilot light. I would have been more prepared for the bill if they told me in advance the service was going to cost me but no word was mentioned of a service fee until the bill came.
So for first time owners be aware of this service fee if you can’t remember how to turn on your pilot light. It took less than ten minutes to fix the problem.