ComplaintsforThe Fireplace Company
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Complaint Details
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Initial Complaint
14/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a gas fireplace insert on December 29, 2021. I paid over $4,000 in cash, as the owner insisted. As we were doing renovations, we figured out that we needed a different model for easier installation (this is totally on me). I contacted Bobby, the owner, to see if it was possible to do an exchange. There is no terms of sales listed anywhere on their website. Because we opened the box, Bobby wasn't willing to do an exchange. I then decided it's best to have them install the fireplace for us (which costs $750 minimum). It is very difficult to find someone to just do installation if the fireplace wasn't purchased from them, therefore we have been trying to contact Bobby and Benson (store owner/sales associate) to inquire about this service. Despite multiple attempts to reach them, calls, messages, emails, nobody has made an effort to communicate with us. We were able to reach Bobby once, in which he said he was going to schedule a home visit, but nothing since. That was the last time we heard from them. I'm now stuck with a $4,000 fireplace and nobody to help me install it. I totally understand if they are short staffed and that we need to wait, but they don't even make an effort to communicate with us. Yet when we were making the purchase, they were so responsive. ************************************************************************Business response
21/04/2022
Business Response /* (1000, 5, 2022/01/25) */ It is very unfortunate that this happened but all our installation crew contracted covid and was off till Jan 18th....so we were very short staffed and were behind on emailing and calling back. We did apologize to the customer and picked up and reimburse the customer for the product. I trust that we left off on good terms.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.