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June 2023 by Lance Belline
My wife and I went in almost 3 months ago. We are adding a outdoor living area and were interested in learning the differences between a ventless vs vented fireplace. We also had a current ventless fire place in our home that had a gas odor when we turned it on so we had concerns. The sales rep said he would call us the next day to schedule a technician/sales rep to come to inspect our existing fire place and learn more about our addition and where we wanted to have a new fireplace to give his recommendations. We never received a phone call to schedule the follow up.
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March 2023 by Jack M
We really want to support local business, however the customer service at H&H is poor. Long wait times, lack of organization, no call backs or transparency. The front office and scheduling is extremely lacking. Overall we had a very frustrating experience.The service techs were fantastic, once you got on the schedule. We are pleased with the final product, but I recommend you take your business elsewhere.
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February 2023 by Paul W.
I have been waiting 3 years for a piece of glass for my fireplace. I am standing inside the store.....for the 5th time hearing the same excuse. they want me to give them my number and they will call me when it comes in.......just like the past four times. manager or store owner is hiding in the back and doesn't have the balls to come talk to me. he is having the customer service flunky to try and locate one at a different location. I know the outcome and I will never see this peice of the fireplace that was never delivered when installed. if you do business with this place.....you deserve the poor quality that will be provided. I normally don't leave reviews but this has prompted me to leave a -10 for this place of business.
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December 2022 by Ike Wingate
I tend to only leave positive reviews because we all have bad days, but this place unfortunately only creates bad days and inconvenience for their customers, in my experience. Forgot our order after spending nearly 2 hours there. Had to go back and make our picks again. No internal communication. Installers have been out 4 different times and still haven’t brought the right parts. Serious operational issues at this place. Bought 3 fireplaces from them and they don’t seem to care.
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October 2022 by Derek Chambers
We are building our house. This was our first and last stop for fireplaces. Great staff and very helpful.
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October 2022 by Mike F.
We bought our fireplace insert / logs from Hearth and Home. Our builder also recommended them. - friendly staff - nice and quick service - made sure we were pleased with our purchase - ensured we understood our unit and how it would work Also, 2 years after the purchase, we added a blower and they were great to come out for install and set up. Our whole experience is 5 star rating.
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October 2022 by micahszabo
Unfortunately like most of the reviews here, this is another case of poor customer service. The salesman acts like getting me a quote for a fireplace is really hard. Five days after not receiving the quote, I call him and he says he's actually working on it right now. I ask him if he has the prices in his system and he says well yeah, but I have to add the price of the pipe and install too. I guess that mathematical addition process takes five days even though these numbers are right there on the computer in front of him. I'll gladly take this review down if they pick up the ball, but the owner or manager needs to know how awful their process is. Read the reviews and do something different.
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May 2022 by Whitney Hill
Like many other reviews, the corners of our metal mailbox door completely broke off and it could no longer be attached. I was shocked to learn my only option was to replace my entire (double) mailbox for $679. Thanks to the other reviewer who mentioned they found someone locally who could 3D print a replacement door for $30. Hearth and Home not selling replacement doors is highway robbery and they should be embarrassed of how they are taking advantage of the situation.
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April 2022 by Josh Rambo
I bought a home in NWA with a mailbox clearly bought from Hearth and Home. There is a sticker with the company information on the door of the mailbox. The cast iron door clearly has a design flaw which caused the door hinge to break after 2 years. I called to get a replacement door and the sales guy said that I could only buy a new mailbox. I was able to find a local entrepreneur that was able to get me a replacement door for $30. My neighbor had the same issues with his mailbox and both of our mailboxes came from this company. Product is flawed and I didn’t get any help getting a replacement part.
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December 2021 by Becky James
One of your guys had been here for a warranty service call less than two weeks ago. Our gas log continued to have the same problems when he left so we called back for another service call. We went out of our way to be at home for a return service call at 3 pm on Sunday, 12/19/2021, which seemed like an unusual time for a service call.The second service man stayed about 5 minutes. He said his company did not install our gas log and that he would not work on it. He was very rude. (The first service man said they did install the gas log.) I asked him to get the boss or owner of Hearth and Home on the phone but he would not do that. Then he got up and walked out.
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December 2021 by Raul Garza
From the sales people Alex, to the two installers Mitchel and Dean, I was very pleased with the professional and friendly service I received. I would recommend Hearth and Hime for buying and installing your fireplace.
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October 2021 by Ann Michael
Whole crew went out of there way to help us pick lighting and fixtures for new home being built by Tim Wong great experience.!Thank you,Terry and Ann AndersonWashington state
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September 2021 by Andrea Benson
Nightmare experience. Go elsewhere if possible. Bought plumbing hardware here. Ended up not liking it and wanted to switch back to my old hardware they had already taken (same day it was installed) and turns out they don't do returns.First time I was ever communicated with on the no returns policy.Had to reach out multiple times prior to installation to pry communication from them on what was going on. The whole experience was unpleasant.Just do yourself a favor and go elsewhere.
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March 2021 by Marcus Haynes
Noone here wears a mask. And that is why I'm giving them 5 stars
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February 2021 by Brenda E.
RUNNNN!! If your builder sends you to Hearth & Home be ready for the worst service ever. Staff is incapable of getting your order correct, then by the time they get things correct and place your order they come back and tell you the product is no longer available. They will not return calls or emails so plan on taking multiple trips into the store to attempt to get assistance. In the end I only purchased ONE lighting item from them and purchased all my others on my own out of pocket......if I hadn't I would still be waiting on products and not able to move into my new home. After move in I had an issue with the fire place setting off the carbon monoxide detector and the rep told my realtor I needed to 'cure' the logs and burn the fire place for 2 hrs in order to do this and to open the windows. As a retailer and installer of the product this should not be on the buyer to figure out on their own and truthfully should be completed by the seller of the product before or after the install. Lastly be aware that when you do speak with staff/reps they will always tell you they have it handled and that they are taking care of it.....beware this is far from the truth and they will continuously tell you whatever they think you want to hear vs being capable of producing. You have been warned!!!