Malvern Hearth and Home — Fireplace Store in Malvern, Pennsylvania

• Carole Z★☆☆☆☆
  3 months ago

  Their installation 10 years ago was wonderful but unfortunately their customer support over the last few years has dropped sharply. It was always difficult to get someone to call you back but eventually someone would. This year I started calling in August and called every week since then. I left messages and also drove to the store when it should have been open but it was unexpectedly closed. No response to phone calls. No sign saying they were closed, just a locked door. I can no longer give them my recommendation. This is a shame.

• Pat La Valley★☆☆☆☆
  11 months ago

  I'm sad to share a stark decline in customer service with Malvern Hearth & Home. We had our fireplace installed by them in 2010 with routine service done annually for maintenance. In December 2024, the blower broke and I called to schedule a repair. My phone calls and messages were never returned. I went to the shop, placed an order for parts needed, and was told they would contact me when the parts came in to schedule the repair. A few weeks went by and again no one returned my calls or reached out. I went back to the store looking for answers, but was told the order had already been placed, there was no way to determine when it would come in, and that I would be contacted when they were ready to schedule. Malvern Hearth & Home quite literally left us out in the cold. It was challenging to find another provider able to service our Regency fireplace, but after two and a half extremely cold months, we finally found another company that was able to help us. We experienced one of the coldest, windiest winters to date and are highly disappointed with the lack of effort and follow through with Malvern Hearth & Home. This is now a company I will actively tell others to avoid.

• Matt Anthony★☆☆☆☆
  a year ago

  The customer service was fine when we originally purchased our wood insert and had it installed. Since then, we have had poor service experience with Malvern Hearth & Home including no-showing on appointments and not returning phone calls.

• Mark S Smith★★★☆☆
  5 years ago

  It’s complicated. On the one hand they very quickly came out and looked at a fireplace venting issue I need to resolve. Many thanks for their prompt response. On the other hand their ultimate solution seemed to be a way to sell me a new fireplace rather than a more specific set of actions to move the fireplace outside vent. Not being an expert I don’t know for sure. So I have engaged with another vendor and if the only solution is replacing the fireplace I will update my review here.

• Robert Dembrosky★☆☆☆☆
  3 years ago

  Here are the facts. I purchased a system from this company several years ago. I tried to turn it on via remote and it didn’t respond. I stopped in the store to request service. I made an appointment. Believe it or not it was scheduled for four weeks later. They were supposed to be at my home between 8 and 12. At one o’clock I called this company to inquire where the service person was. After 2 hours I received a call back saying I was indeed on the schedule and was told I would receive a call back with a reason no one showed up. Never happened. The next morning I placed two calls to them. They never responded. I took the time and drove to the store to inquire about my service call. After talking to the chubby woman at the desk, she told me to go elsewhere. Great customer service right. With that the chubby “manager “ came to talk to me. She came through a black curtain from the back room where several people were talking. Her response was the same “go elsewhere”.Avoid this fly by night business. It won’t be around for long.

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