The Fireplace Shoppe & Outdoor Living — Fireplace Store in Wilmington, Delaware

• Nile Alford★☆☆☆☆
  3 weeks ago

  Take your time and money elsewhere. This company forced my construction contractor into a contract with a $5k deposit to answer straight-forward questions, couldn’t deliver the product on time, then decided to keep the money.  After a lot of back and forth, my contractor ended up losing $1k total.  If you want the entire fiasco, just continue reading. I am having an addition put on my house.  My designer pointed me to this shop so I thought this place would be reliable, despite the place being small and having limited showroom selections.  In September, I found one nice unit at The Fireplace Shoppe. I was told it was their best selling unit—they sold it all the time.  Then things took a bad turn. My contractor needed very precise information regarding this fireplace and called staff at The Fireplace Shoppe for information.  After a home visit, the folks at The Fireplace Shoppe refused to answer any more questions unless my contractor signed a contract. The questions basically boiled down to a few quick measurement questions for fit.  My contractor (under duress), then signed a contract with The Fireplace Shoppe after being told I would have my unit within a few weeks. As soon as the contract was signed, my contractor was told the unit was in high demand nationally and would not be available until the very end of December 2025 as a best case scenario–three months away!! This timeframe was completely not feasible for my project timeline and my contractor asked The Fireplace Shoppe to search high and low for the fireplace.  Within 24 hours The Fireplace Shoppe told my contractor no fireplace was available—they had checked everywhere and would keep checking. I personally began to look for the exact fireplace in warmer locations nationwide and found it with Embers Living in Colorado.  It was their last one and I bought it immediately over the phone, fearing it would get snatched up otherwise.  They shipped me the fireplace and I crossed my fingers it would arrive cross country without getting damaged. Once we received it in October free of issues, we contacted The Fireplace Shoppe to let them know we located  the exact same fireplace and to ask them to install it out of the $5k deposit money.  At that point, The Fireplace Shoppe accused my contractor of breach of contract and refused to install the new unit I found.  And they had the AUDACITY to say they would keep the entire $5K deposit they took from my contractor. I reached out to Chimney Cricket in Media because I knew they also installed this brand of fireplace.  I saw the brand when I toured their extensive and inviting showroom—night and day on the amount of selections.  Chimney Cricket informed me they could do the installation once they came to the house to verify the fireplace was authentic and new.  They came over, took a look, and professionally and beautifully installed it. I wouldn’t trust anything about The Fireplace Shoppe.  I wouldn’t bother going there to select from a few fireplaces in a small room.  I wouldn’t even trust them for servicing a fireplace.  Take your business elsewhere.  This company eventually decided they would reimburse my contractor $4k, so they somehow feel entitled to $1k of money for a visitation service that other fireplace shops in the area do for free.  Woodstove Junction LLC folks stopped by 2 times for the same addition and took 2 calls (1 lengthy)—didn’t charge me a dime and treated my contractor very well.  I decided to get a very nice electric fireplace unit from Woodstove Junction and was never pushed into anything. You don’t have to risk shopping at The Fireplace Shoppe.  There are better area options for showrooms and service.  It should be an amusing read, if The Fireplace Shoppe responds to this review and tries to defend themselves.

• Cheryl Wheeler★★★★★
  a year ago

  I had a very outdated natural gas fireplace system that wasn't working properly. Carol, from Fireplace Shoppe checked on parts fo me, followed up with information to help me make decisions. My system wasn't in code. Bob came out for inspection prior to installing and Tim was there timely to install. Very good experience working with a professional, knowledgeable, customer service oriented business!

• Andrea Haley★★★★★
  5 years ago

  Our Heat & Glo Direct Vent Escape 30 fireplace was installed last Thursday. The gentleman performing the service were polite and professional, clearly were seasoned fireplace installers. They put down runners, kept the workplace neat, and even made friends with our Dog, Ernie. Our house is 70 years old - there were several challenges, the old flu had to be cut out, the ash pan went to, nowhere? But they figured it all out and had the install done in one day. Our Heat & Glo fireplace is warming up our home, and gives the house a warmth I have never experienced in this 70 year old, un-insulated home. Additionally, I learned that the Fireplace Shop folks are a “Total Comfort” company, including HVAC, Air Conditioning and water heaters. I just love to buy local, and this company will be added to my contact list for anything I need for total comfort in my home.

• Bethann Deveney★★★★★
  3 years ago

  Could not be more happy with our entire experience. Staff at the shoppe, extremely knowledgeable and helpful. Installation Contractors friendly, respectful and skilled with all aspects of installation and clean up. We love our New gas Fireplace! It's been on everyday! Thank you Fireplace Shoppe!

• Marnie Bauman★★★★★
  a year ago

  Customer Service was excellent. At the last minute, I was able to have a new gas fireplace installed two days before Christmas. Gary Pierce was a lifesaver. The product was excellent and the installation was flawless. I would highly recommend using Fireplace Shoppe.

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