Reviews

Review Details

• Review fromJeanine d

  Date: 02/20/2025

  1 star

  Jeanine d

  Date: 02/20/2025

  I strongly advise against doing business with The Fireplace Factory in *******. We ordered a Nova2 stove 11/23/24. The salesman, ****, knew we didnt want the smaller Nova and told us the bigger Nova2 would fit. On 1/21/25 we attempted to cancel the order because of how long it was taking. **** (owners son) flatly told us there were no cancellations. A big red flag! The request for cancellation prompted an install date 2/4/25 and Nova 2 was delivered. The installers were instructed not to take stove off truck until full payment was received. Another major red flag! Once paid, they carried in a stove that had clearly been sitting in their warehouse for a while, it arrived with scratches and many missing parts. The missing parts prompted three weeks of attempts at install. Today, 2/20/25, expecting a completed install of Nova2, they show up with a completely different, smaller stove. We were never contacted to inform us the one we paid for, and have had sitting in our home for three weeks, wont fit. We are now stuck with a smaller stove with a tiny glass window that is not eligible for a tax credit. Exactly what the salesperson knew we did not want! We immediately contacted the owner, **** (***** dad) with hopes of help. Unfortunately, **** had the same passive-aggressive attitude **** had. **** referred to a text message sent on 1/22/25 stating they were 98% sure the big one will fit saying there was always a chance it wouldnt. When asked about a price adjustment, **** claimed the Nova is same price as Nova 2. ******** from manufacture website that clearly shows the difference in price. The Fireplace Factory in *******, ** has no regard for their customers time, money, or satisfaction. Avoid this place at all costs. It is very obvious they clean up their ****** reviews. This is no way to run a successful business. We wished we never purchased from them and feel compelled to let people know about their unethical business practices.

  The Fireplace Factory

  Date: 02/21/2025

  Hey ******* I'm really sorry for your disappointment. I clearly told you, as you even admitted in your review, that we weren't 100% sure the 2 would fit, and if it didn't, we would install the 1. You responded that you understood and agreed. I don't know what more we could possibly do to communicate that. You have a beautiful, extremely efficient insert which you'll love for many years, and if you have any issues, we are still here for ****** a side note, there's no such thing as "cleaning up your ****** reviews". We have close to ***** reviews between our 3 companies, with an average of 4.9 star rating. That doesn't happen from treating people badly.I wish you the best

• Review fromDianne R

  Date: 11/06/2023

  1 star

  Dianne R

  Date: 11/06/2023

  I had the unfortunate displeasure of dealing with the Fireplace Factory in Bohemia, and I feel compelled to warn potential customers about their unsavory and unprofessional practices. This establishment's conduct is nothing short of a disgrace, and my experience with them has been a regrettable nightmare.My ordeal began when I encountered a sleazy sales representative named ****, who promised that signing a contract with the Fireplace Factory would not be final until they had taken measurements and provided a final price. It seemed like a reasonable enough assurance at the time, but what followed was nothing short of a bait-and-switch tactic.Multiple miscommunications and a series of rude text messages later, the issue to the so-called owner, ****. To my dismay, **** proved to be just as untrustworthy as ****. Instead of addressing the issue professionally, he brazenly declared that he would not honor the referral discount he had initially promised. He argued that the price he was offering was as low as he was willing to go and that if I was dissatisfied, he would refund my money.For a company as unprofessional and shady as the Fireplace Factory, there is absolutely no justification for demanding such personal information.This entire experience has been nothing short of disgusting and far below any reasonable standard of expectation for a business. It is clear that the Fireplace Factory in Bohemia lacks integrity, professionalism, and common courtesy. I implore you, potential customers, to avoid this unscrupulous establishment. Do not under any circumstances give them a single ***** upfront or sign any documents until you have received a final quote. Your hard-earned money and peace of mind deserve far better than what this company has to offer.

  The Fireplace Factory

  Date: 11/06/2023

  Hey ******, ** really sorry you feel this way, but anyone can see from our other reviews that we run an honest, reputable company. Obviously, it didnt work out, and we refunded your money with absolutely no hassle. So lets just move on peaceably without trying to hurt each other OK?And the reason we requested a copy of your drivers license for the refund, is because your boyfriend said that you stole his credit card to leave the deposit, so at that point, we really didnt know who we were dealing with or who had authority to use the credit card.