Reviews

Review Details

• Review fromVeronica H

  Date: 11/23/2024

  1 star
  We paid $895.00 to have a Hipster 20/Hearthstone professional installation by Dean's. We paid over $4,000 to buy the stove from them. We actually paid extra to have a blower kit installed by them. We had trouble with keeping the stove lit for 2 burning seasons but thought we were doing something wrong. So we didn't go running to Dean's to complain. The 1st burning season we had just moved into our brand new home so we only used it occasionally. We could never keep the stove burning when we closed the door. We also would smell smoke when the blower kit would go on. After the 2nd burning season we realized we probably weren't doing some wrong and called Dean's. I explained everything and they assured me they would send someone to inspect the stove including the catalyst etc. I have a copy of the service order. The technician came and refused to do what Dean's promised. When he walked in the house he "announced" that was a 2 person job. So he had no intentions of doing the service order. All he did was go into our basement and took a cell picture of the inside flue and said it wasn't blocked. I called Dean's immediately to complain and they said Gary said there was sufficient draft and basically we were wrong. Then they wanted to send someone to go on our roof! All we wanted was the stove to be inspected. When we got no where with Dean's or Hearthstone we printed off the parts list and began our own inspection. When we took the heat shield for the blower kit off there was a gaping hole in the back of the stove! Dean's had put the blower kit on with no catalyst cover or catalyst gasket!!! That's why we could never get the stove to burn properly and we would get soot on our white appliances and smell smoke. I have contacted Dean's many many times. They refuse to take any responsibility and at a minimum I want my $895 refunded for a dangerous situation they left us with. They refuse. Like others have complained buying a stove is easy. Customer service is disgraceful.

• Review fromAnn D

  Date: 12/01/2023

  1 star
  This was the absolute worst buying experience I have ever had. I’ve done business with Dean’s Stove and Spa for several year and purchased two wood stoves and a pellet stove. I’m disgusted. First, they didn’t call the numbers we gave them to let us know the stove was ready. They called a phone number from15 years ago and left a message saying the date of delivery. So, on the day they showed up with us having no notice and no way to cool down the stove, so they said they would come back in between 11 and 1. At 3:30 they showed up. They brought the new stove in , took out the old stove….and then told us that a part was missing and they didn’t know when it would be in. (Heat shield so we could heat our long house of 70 feet.). I called the store furious that they brought a stove that wasn’t complete. At that time she said the part was in, but they wouldn’t be able to get it out to me, so I should come by and get it. (Mind you there was a 350$ delivery fee.). I asked them why they would deliver an incomplete product. They were like, oh it will still work, you just can’t use the blower (my entire reason for getting the stove was because it had one.). I let them know how poor their service was, they just didn’t care. They did offer 50$ off the delivery at this point, but driving more than an hour wasn’t worth it. The So, I picked up the part (40 minutes away each way) then the next day my husband found out that the stove hasn’t been put together correctly and had many incorrectly installed pieces. Although we didn’t order installation we were told the product would be all put together, It‘s not. Not even close, I‘m not even sure it works as the air control isn’t working. It shouldn’t be this bad. We shouldn’t have to assemble this!!! (We do know how to connect the pipes, which was all we were told we would need to connect.)