The Fireplace Shop & Grill Center at West Sport — Fireplace Store in Sudbury, Massachusetts

• Kyle Copeland★☆☆☆☆
  9 months ago

  Don’t buy from this shop. He talks a big talk, takes your money, and then never communicates or delivers. You have to constantly contact him, over and over, he has to “look up your order paperwork” each time as if he has no idea what the status is. He then lies to you about where your order is. It has taken almost half a year to get a simple and standard off the shelf gas log replacement and to get a custom door for the fire box. These were ordered in ~ October 2024, we were told it would be in before hosting our family Christmas and that he would “take care of installation” for the logs as part of the purchase price. When we finally harassed him enough to get the logs in, he told us a set was in. He then said he was coordinating with the Plumber. He did not. The plumber never called, he never called me to confirm. I had to call him for weeks to get the plumber to talk with me and he finally told me he gave them the info and they were good to go. Finally they gave me an astronomical quote without coming to the house and said all of my piping had to be replaced. This was not true and this is when I realized he wasn’t covering the install like he said. I called my own plumber who came and looked. They said it was a simple replacement the pipes were fine and to get the log from him. I asked for the log and he said he didn’t have it as he had given it to the plumbers. I contacted the plumbers, they told me they did NOT have my logs from him. Lies lies lies. So a few weeks later I was able to finally pick up a log set from him and then schedule my install with my own plumber just as winter was ending. I could have bought these online myself and had this taken care of in November. You should go this route! As for the door, it’s no where to be seen. I continue to call and he continues to lie about it maybe being in a shipment, delays at the factory, perhaps he has it in storage unopened from a shipment. He doesn’t know what’s in his packing manifests. He promises to call back, he has only ONCE IN 6 MONTH CALLED ME BACK, and it was immediately after we talked one day to check my phone number to give to his overpriced and scam artist plumber friend. This guy is the lowest of the lows when it comes to business practices that actually put the customer first. I’ve asked for my money back, he’s told me he would do that. I’ve yet to see it happen. He hasn’t called to take responsibility. And he’s full of excuses but no action. Don’t be fooled like we were. Read the reviews and believe them. You won’t be sorry for going elsewhere.

• W Patterson★☆☆☆☆
  a year ago

  If I could leave no stars I would. Larry ripped us off completely. I agree with so many reviews that the time frame given to receive our fireplace was a complete lie. I called everyday after 6 weeks of no receipt. My calls were never returned so I kept calling until Larry picked up the phone. He finally said he would give us on from the show room. Well, that stunk, it was broken from the start and it wasn't even the unit I order. Then he blamed it on our contractor based on poor information. Our contractor graciously fixed his error with a completely new unit purchase elsewhere (which arrived in a week.) but Larry just took our money and never looked back. He is basically a thief. DO NOT GO TO THIS SHOP

• Bob Stalker★☆☆☆☆
  3 years ago

  Last August I purchased a Peterson Gas Log Set at “The Fireplace and Grill Shop”. Paid nearly $1200.00. They order it from their supplier and it came into the store in October. I called the plumbing company recommended by the shops owner (Larry) to install the new gas line to the logs. After the plumber evaluated my situation, he said it would cost me several hundred dollars to install. Because of this and other expenses, I decided not to go ahead with the installation. I called the shop owner to inform him of this and he told me that they don’t refund money. This was not a special order product and should have been refundable. I was never told I could not return these logs if problems arose and it was not written on my receipt. I suggested to the owner that he simply sell these logs to another costumer. Once he sold the logs he could then credit my charge card. He agreed with this and said he should be able to do this by the end of the year, but this did not happen. After talking with him again, he was certain that he would sell them by spring. Once again this did not happen. I had to call him again and he said he wanted to look over his paper work and would get back to me by phone. He has not returned my call. I filed a complaint with the Better Business Bureau and he did not respond to them. This is not an accredited business with the BBB and obviously for a good reason. I’m now out the nearly $1200.00 and I don’t even have the logs. Customer service does not exist at this business. Once they get your money they do not care. This is a despicable place to do business that should be avoided.

• Elizabeth McCormick★☆☆☆☆
  2 years ago

  Not sure if this company has now gone out of business. Larry the owner is completely dishonest. He will take all of your money up front (shame on us for trusting a small local business) and then NEVER deliver the product. He made excuses for months. No calls back. It took almost a year for us to get our money back. He went so far as pretending to credit our account, but then cancelling the credit. Thank god our credit card company was able to dispute the transaction and this was the only way w were ever going to get our money back. Stay away from this business! If they aren't out of business yet they will be soon. Try Hearthside in Holliston instead!

• Kristen Kaminski Mallin★☆☆☆☆
  4 years ago

  We purchased a gas fireplace a year ago and it STILL doesn’t work correctly. The contractor recommended by Larry, the store owner, screwed up the entire installation process and we were forced to start over from scratch. When the unit was finally in place, the remote wouldn’t pair with the receiver (rendering the fireplace useless) and Larry will not answer or return our calls. We now have a $4.5k gas fireplace that doesn’t work. This entire experience has been horrible.

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