Heart & Hearth Shoppe — Fireplace Store in Rapid City, South Dakota

• Nathan Thomas★☆☆☆☆
  a month ago

  What started as a positive experience with Mark ultimately became extremely frustrating. I visited the store specifically for a Stuv Compact 30 because of its nostalgic “snap, crackle, and pop” open-flame feature. Although Mark pushed me toward an Osburn 2000, I made it clear that I wanted the Stuv Compact 30. Due to potential tariff increases on Canadian products at the time, we agreed to order the stove early, even though installation was months away. I requested the Stuv Compact 30 in black with its three operating modes—the exact model featured on their website. When the stove arrived, it was fully wrapped, and the manual stated not to open the packaging until it was moved to its final installation spot. Eight months later, when my renovation was ready, I unwrapped the unit and discovered they had delivered the wrong model. Instead of the Stuv Compact 30, they sent a “Stuv 30 One Black”—a model I had never even heard of before. The phrasing “30 One Black” was especially misleading, because the word “One” looked like it described quantity (“1 black stove”), not an entirely different model. (See photos attached to compare how the Compact 30’s “grey” appears black online.) When I contacted Mark, he told me it was past their six-month window and “there was nothing they could do.” He also said I “should have known better,” despite the fact that the entire sale was verbal, and no catalog or website link was ever provided for me to confirm what I was ordering. In summary, there was no written contract and no receipt provided as proof of purchase. The proposal reused the same generic text for both models, leaving out key distinctions like the three operating modes that were the reason I chose the Compact 30 in the first place. There were no floor models to see and no proper documentation—only vague descriptions and assumptions. His only solution was for me to try to sell the incorrect unit myself so they could offer me the proper model at cost—28% less than what they originally charged me. I paid nearly $2,000 in markup and over $10,000 total for a stove I never wanted. I have never felt so belittled or made to feel so stupid by a company before. After reading recent reviews, it seems I’m not alone. I’m sharing my experience in hopes that others avoid the same costly mistake.

• Daniela Aguilera★☆☆☆☆
  a month ago

  If they tell you your fireplace is obsolete, does not have spare parts and they can't be fixed. Find someone else. They just tried to sell me a new one and I found someone else that fixed it in 20 min. While looking for new fireplaces, I got suggestions to find another tech since apparently they are known for tell people their fireplace jas no fix and it is obsolete.

• Brys Mavic★★★★☆
  2 years ago

  Great tech. They are to busy for follow ups for chimney inspection or remote replacement. An easy $350 service call for them.

• Grab My Junk★★☆☆☆
  11 months ago

  In the second half of 2024, somebody from this place came to do maintenance on my gas fireplace. It took many calls to get somebody out because they never returned my calls. When the technician was out here, he suggested I order a couple of parts to keep on hand due to the age of this fireplace. I took his suggestion. It took a couple of months of me calling them just to figure out what parts I needed. Then, I ordered the parts on January 10, 2025, and said I would pick them up from their shop. I have been calling them once or twice weekly and have yet to hear that the parts have arrived. Their major problem is that they never call you back, no matter how many times they have told me they would. So, I have to keep calling them to get any follow-up information. Since I’ve been dealing with them, they have probably told me more than a dozen times that they would call me back, but I have never received a callback. They have even confirmed they have the correct phone number. I wish when I asked for something like ordering parts from them, they would help me get that part, and it wouldn’t take months to find out what the part is and then receive it. I’m trying to spend money with this company, and they are making it extremely difficult. The sad part is every time I call. They tell me the same thing: they’ll have to find out what’s going on, and they’ll call me back. But like I said, they never do. I give them two stars because their technician was excellent. If it weren’t for that, they would get no stars.

• Nick McCoy★☆☆☆☆
  10 months ago

  I had them service my fireplace because the pilot wouldn't stay lit. The end result was $169 to have them vacuum the inside and clean the glass. My fireplace still doesn't work. The technician said it would need a new gas valve and that they would call me to order it and set up a new appointment. That never happened. I called them 3 times over the next week and they never answered. But at least my non-functional fireplace is clean.

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