Taproot Hearth & Patio — Fireplace Store in Williamsburg, Virginia

• Curtis Anderson (Dragonmstr)★★☆☆☆
  a month ago

  Came into the store on 11/29 and the people were nice and curtious and found a unit I liked. Needed to check a couple dimensions to make sure everything would work, but wanted them to send me a quote for it. Left all my contact info (phone, email, adress) for them to send me a quote and the literature on the unit so that I can finalize my design. Later that day I realized the email I gave was a mixure of 2 different emails (creating a wrong email address). When I called, the phone goes straight to voicemail, so I left a voicemail. Did try a couple other times thinking I may have called while a call was already in process, but no, still stright to VM. Also sent an email to the Info address on thier website and business card. Still nothing. It is too far of a drive to go back to the store to fix a simple information error. For this reason, I will have to note 2 Star for a lack of follow-up communication of your sales staff.

• Pamela Fox★★★★★
  a year ago

  We went from a wood burning fireplace to electric, it was a perfect choice. From the first visit to the last everyone at Taproot was amazing. The customer service team in the store were knowledgeable and always followed up if I had a question. The installers were quick, professional, extremely knowledgable, and tidy. This is the best customer service we have experienced in a long time. Everyone should do business in this manner. It was an stress-free experience!

• Keith Taylor★☆☆☆☆
  11 months ago

  A purchased a bifold glass with a cab mesh for my fireplace. The only positive experience was the installer Scott; he did a professional job and was courteous. The buying experience was totally different. I was told that Taproot changed ownership and it definitely showed. They lacked knowledge on their own computer systems. They could not open the program to print out the sales receipt. They sent an employee to measure my fireplace (professional done), but didn’t follow up with my order because they didn’t have my current information. I had to call them a couple of days later to confirm my order. They told me it would take 2 to 3 weeks and would call me back when it arrived. They did not ! I called them after the 3rd week and they had my glass door and cab mesh for several days. I then had to wait another week to have it installed. For the price I paid it was not worth it and I would NOT recommend Taproot !

• Olivia Phelps★★★★★
  2 years ago

  Called because I couldn’t figure out how to get the fireplace going. Tommy walked me through it step by step. Answered all of my questions. Gave me safety tips. And was an absolute pleasure to deal with. I’d recommend this company to everyone who wants or has a fireplace. They’re definitely a gem.

• Danny Banks Sr★★★★★
  8 months ago

  We had a consultation visit to look at gas inserts and logs. Sandra was very helpful. She explained things to us in great detail and gave us several demonstrations. She also provided brochures and her contact information.

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