Kirley Stove and Masonry — Fireplace Store in Mansfield, Massachusetts

• Marie Lordan★☆☆☆☆
  2 years ago

  Steer Clear of Kirley Masonry In August of 2023, I purchased a Harman Pellet Stove from Joseph DeTrilio at Kirley Masonry. Kirley does not employ service technicians that can install, clean, or repair the stoves and I was advised that an outside company would be in touch with me to set up a time to install the stove. The installation company could not fit me into their schedule for several weeks so I hired my own company to the install. The installation went smoothly and because it was warm out, I did not immediately use the stove . As soon as I started using the stove, there was a loud, vibrating noise coming from the rear of the stove. I immediately contacted Joseph DeTrilio at Kirley Masonry and notified him in writing via email that the stove was making a loud, vibrating noise and I included a video of the stove making the noise. From there, everything went downhill. Joe had no interest in taking any responsibility whatsoever for fixing the stove that I spent over $ 5,000.00 on and was fully warrantied by the manufacturer . I got nothing but a run around from him for over three weeks. He would wait several days to reply to my emails and phone calls and say that he was shorthanded in the office and that he had been in contact with Harman to see what to do about it. Finally, after the three weeks of emailing and calling and getting nowhere with him, he offered to send someone to my house at night to look at the stove and when I asked why he must send someone at night, he said that this person has a full-time job and works all day and used to work for Kirley doing repairs. Since Joe was taking so long to fix my stove and I was not getting anywhere, I had contacted the installation company that I had used and they agreed to send someone out during regular business hours and when they arrived, they diagnosed the problem and fixed it. It turned out that a shelf was not properly secured and was missing a screw and it was making the vibrating noise . They installed the missing screw and the stove was fixed. When a customer spends over $5,000.00 on a product, the store that sold the product to them should stand behind the product and make every effort to fix the product. What I expected from Kirley that they would take my concerns seriously and offer to send a qualified technician out to fix the stove in a timely fashion during regular business hours, not send someone out at night time that has already worked all day and that works on the side fixing stoves. Instead, Joe acted like I was bothering him and he was hoping that I would go away and find someone else to fix the stove, which is what I did. I also ordered 2 tons of pellets from Kirley and paid for them in full the day I ordered them and was told that they would be delivered in 2 weeks’ time. Four weeks later when I had not received my pellets, I cancelled my order. The day I cancelled my pellet order, Joe started yelling at me on the phone and blaming me for the cancelled order and accused me of being impatient with him and he said that the pellets would have been delivered in a few days’ time. Unfortunately, after waiting for four weeks, I just not wait any longer and did not want to continue to do business with this company. Had he delivered the pellets on time ( which was in two weeks’ time, not four weeks), I would not have cancelled my order . In hindsight, I should have researched other Harman dealers that employ their own service technicians. If you are looking for a Harman stove, find another dealer that is interested in your business, employs their own service technicians and treats their customers with respect. Too bad there is not an option to give a zero-star review, because that is what Kirley Masonry deserves.

• Ellina Beletsky★★★★★
  a year ago

  I recently purchased some special-order tile from Kirley, and an outdoor heater, and would like to express my appreciation for excellent customer service and follow-through. I initially reached out to Kirley because they were listed as a vendor for a particular type of tile that I was looking for. Joe, the manager, went above and beyond in helping me research all my options, getting various quotes for me, and facilitating the entire order and delivery process. When I mentioned that I have an outdoor space that I don't use in the wintertime, Joe suggested some options for outdoor heaters. He helped me choose something that was right in line with my budget and my needs. I learned that Kirley has been around for more than 60 years, and I can see why -- the company is extremely customer-centric, their associates are highly informed and professional, and there is complete transparency and honesty in their products and transactions.

• Rick Cantin★★★★★
  a year ago

  We purchased a fireplace insert and pellet stove from Kirley's. The overall experience was fantastic. They really care about the customer, provide very knowledgeable advice, and great follow up support to help you make the best of the products you purchase.

• L Brown★☆☆☆☆
  5 months ago

  We kindly ask that individuals of color seeking business opportunities here consider other options, including U-Haul services at this location.

• Angie deMartin★★★★★
  9 years ago

  We recently purchased a Pellet stove and were very pleased from the purchase to installation! Staff were very professional yet approachable. Installation was done very quickly and efficiently. They were patient when explaining use and care of our new stove. We would recommend Kirley Stove and Masonry to anyone thinking of purchasing a stove!

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