Dean’s Stove & Spa New Hartford — Fireplace Store in New Hartford, Connecticut

• Cynthia Seitz★★★★★
  3 years ago

  Both my husband Gene and I were very impressed from day one. We had been in search for a fireplace insert for a while, I was the tough one to please....then we found Dean's. Not only did they have the only style I liked, but they had our salesman Sean. He was so easy to work with, so knowledgeable and just pleasant everytime we walked in with "just one more question" and that was a lot!!! The installation was moved up 2 weeks which was great news and the installers were outstanding. Very impressive crew!!! We have already recommended your business to our family and friends. Keep up the good work "Dean's team" you all ROCK!!!!⭐⭐⭐⭐⭐

• Frank Morton★★★★★
  3 years ago

  Zac at Dean's was great to deal with I don't think you will ever find someone so enthusiastic about stoves!! Even with my changes to venting and questions he was always willing to work with me to get what I wanted. Tony and the install team were quick and courteous, they showed up on time and had everything ready to go in about 2 hours.

• Tonya Brathwaite★★★☆☆
  2 months ago

  Went to visit the New Hartford store after seeing them on WFSB and they were very nice & knowledgable. I guess this was just a facade. They gave me a brochure for a wood burning fireplace insert I was going to purchase. I returned the fireplace measurement form they provided to them by email as they requested just after Thanksgiving 2022. I received no response. I then called them to see if they received the email and they acknowledge they did receive it and someone would get in touch with me. I requested that someone acknowledge receipt of the email and still no response. after a few weeks of waiting I decided to go elsewhere and was able to purchase the same product at a better price, no waiting and better customerr service. Now it is February 10 2022 and still no response. I understand you're busy due to everyone looking for other alternatives to heating but not responding to a potential customer is not acceptable. Your business lost my business due the lack of communication. If I could give you zero stars I would. **** UPDATE 11/2/2025 It’s nice that Dean’s Stove & Spa now (November 1, 2025)acknowledged that customer service was not at its best in 2022. I’ve never forgotten my experience here. When the gentleman told me my location was far (Bloomfield) I felt defeated right away. After asking for details about an insert the sales rep didn’t seem interested in helping us. It left a really bad taste in my mouth. However, it is good to know that they have made changes to help their business for the future. Most likely I still may not do business here, but because of this acknowledgment I’ve upgraded the stars from 1 to 3. I wish them loads of luck in the future. I’m huge on Customer service. ****Everyone who walks through your door is an asset to the growth of your business!!

• Lou Perrotta★★★★★
  3 years ago

  Deans stove and spa was great to work with especially Zach from the New Hartford store who helped us through the entire process getting our new gas fireplace installed. I would recommend them and also I think it’s easiest to use their contractors who are familiar with the installations. Our contractor did the framing and electrical but we had delays because he was not that familiar with our unit and we had to call Deans installers to assist and they did and everything after that was smooth sailing. We are very satisfied customers.

• Monica Grezlik★☆☆☆☆
  4 years ago

  Dean's Stove & Spa lacks professionalism. Called weeks ago, left voicemail during normal business hours to get pricing on stove cleaning and business never called back. You would think they would be eager to do business with you, especially since you purchased a wood stove from them in the first place. This is only 1 instance of poor customer service. Months ago we were scheduled for an install. Tech's vehicle broke down. No one called us, meanwhile we were sitting at home wasting our time waiting. Phones were down so we physically had to drive to business and in the end they had to reschedule our appointment anyway. We spoke with Supervisor Samantha and she was no help, simply kept apologizing saying she cannot do anything other than to reschedule our appointment that we had scheduled for weeks! In addition, techs just show up at door, do not give you time window for service calls nor do they call the day before to confirm your appointment. Real inconvenience for the customer. Jeff, one of the techs gave his personal phone number to contact him if we had questions. We contacted him and he simply ignored our calls/texts. What a joke this place is! To top it all off, our catalyst randomly fell down while we were burning wood. Real nice and fun! Business could not explain it and simply said 'could have been cracked during shipping.' Again, lack attention to detail and care. Will never do business here again. Please take this review as a warning, do yourself a favor, save your precious time and never give a dime of your hard working money to this place. Poor excuse for a business.

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