Royal Fireside, LLC — Fireplace Store in Mendon, Massachusetts

• Matthew Ruo★☆☆☆☆
  3 weeks ago

  I requested that my pellet delivery be placed at my shed, provided the ground conditions allowed. The company ( receptionist) assured me that they would assess the site upon arrival. Unfortunately, the delivery arrived without ringing the doorbell or knocking and proceeded to drive over both my neighbor’s lawn and my own. The truck and trailer became stuck, leaving significant ruts and damage to both properties. When I called to discuss the situation, Jim offered no apology, empathy, or compensation for the damage caused, nor any consideration for a refund or discount. I was disappointed by the lack of accountability, especially given that the company did not evaluate the full path to my shed as promised. After the truck and trailer were removed, the pallets were left stranded in the middle of both yards, and the delivery team departed without further assistance. This experience was frustrating and entirely avoidable. A professional response would have included acknowledgment of the issue, an apology, and some form of restitution. Unfortunately, the handling of this delivery fell far short of reasonable customer service. Edit: OWNERS RESPONSE: No money was offered to my neighbor or me for the damage to our properties. Just look at how they respond to customers who raise issues—there’s no accountability for their mistakes. They go onto properties, cause damage, and don’t even ring the doorbell to speak with the customer arriving or when leaving.

• Robert Belanger★★★★★
  2 months ago

  I am a first timer with a pellet stove, went into the shop, knowing nothing and they were more than happy to teach me friendly staff. I had my son with me and he was running around and they Seem to enjoy a kid being a kid. They sold me Douglas for red bags and hands-down, the best quality Pellet I have compared the cheaper pellets and just like they said they produce more ash less heat. They have gained a customer for life.

• Mike D★★★★★
  a week ago

  Ian, as always, was terrific on our recent service call. Royal is a 5 Star company. Our go-to company for our fireplace.

• Charlene Griswold★★★★★
  10 months ago

  I've been buying my pellets here for years. They always recommend getting higher quality pellets which has helped to keep my stove running good. I forgot to get my pellet stove serviced for a few years (oops) and their tech who is extremely knowledgeable was able to explain why my stove was not working efficiently. He taught me everything about my stove and how stoves should work in general. And explain how important it is to manage the dust level of the pellets as this can cause problems with how your stove runs. We had to replace a few parts that are not available anymore. Their Tech was able to make the parts in just a few days. Can't find help like that anymore! Would highly recommend Royal Fireside!

• Kason Fark★★★★★
  12 months ago

  I'm a new england newbie, went to see about replacing my pellet stove that wasn't working. This company could have taken me for a lot of money, but they did the right thing. The tech came over and taught me everything about my stove, figured out what was wrong with it, replaced only the parts that needed replacing, and answered all my dumb questions. I'll be getting my pellets there as theirs are burning cleaner and hotter than what we bought elsewhere before. Highly recommend!

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