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December 2023 by Karin Carlson
My family bought three wood stoves from this store (over the years)...but unfortunately, their customer service has disappeared - I purchased bricks a year ago, and they NEVER came in, they NEVER return phone calls...I'm not sure how they stay in business...BUYERs beware!!!
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November 2023 by A. B.
Horrific experience. 6 months to finally install a gas log that was somehow delivered, then not delivered, then "maybe already with the plumber" (it wasn't. They had no clue about it when I reached out to them directly). 11 months to install the accompanying glass doors that were supposed to be 8-10 weeks for delivery and needed for the fireplace to pass the plumbing inspection. No return phone calls ever. Only way to reach Larry is to physically go to the store where he'll tell you your items are "on the way" or "give me a couple more weeks." I finally just paid someone else to come out. He set an appointment, actually kept it, diagnosed the issue, fixed it and checked in a week later to ensure it was still working ok. So many better options. This business is a total scam.
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October 2023 by Elizabeth McCormick
Not sure if this company has now gone out of business. Larry the owner is completely dishonest. He will take all of your money up front (shame on us for trusting a small local business) and then NEVER deliver the product. He made excuses for months. No calls back. It took almost a year for us to get our money back. He went so far as pretending to credit our account, but then cancelling the credit. Thank god our credit card company was able to dispute the transaction and this was the only way w were ever going to get our money back. Stay away from this business! If they aren't out of business yet they will be soon. Try Hearthside in Holliston instead!
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October 2023 by Elizabeth M.
Not sure if this company has now gone out of business. I had the same exact experience as a few other people mentioned. Larry the owner is completely dishonest. He will take all of your money up front (shame on us for trusting a small local business) and then NEVER deliver the product. He made excuses for months. No calls back. It took almost a year for us to get our money back. He went so far as pretending to credit our account, but then cancelling the credit. Thank god our credit card company was able to dispute the transaction and this was the only way w were ever going to get our money back. Stay away from this business! If they aren't out of business yet they will be soon. Try Hearthside in Holliston instead!
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September 2023 by Scott C.
The single worst experience I have ever had with any company! I would give this business ZERO stars if possible! Do not purchase anything from The Fireplace Shop & Grill Center. Do not be fooled by Larry's stories and promises... it all changes once he has your money.I purchased two gas fireplace inserts - December 1, 2001. Was told 6 to 8 weeks ( more than 20 months later) just finished the install this month September 2003! I cannot tell you how many times I was told the items were shipping, but for months and months they never arrived. I had to chase him down. He wouldn't answer the phone, wouldn't return our calls. I kept calling and calling , not one message was ever returned. Please , don't get me started with the nightmare that was the installation process!
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August 2023 by Melinda Berman
THE WORST CUSTOMER SERVICE! I paid for a grill - over $2,000.00 on June 15th. I never hear from Larry or anyone. I call. No one calls me back. If I am lucky enough not to get sent to voice mail, Larry says oh next week. Then it doesn't come. Oh, before July 4th. Then it never comes. Oh by the 19th - never heard from them. I am demanding my money back! HORRIBLE SERVICE!
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August 2023 by Callie Robertson
My parents bought their grill here & they love it! The staff is great as well.
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August 2023 by Colleen Moran
It’s so cute in there!! Very nice and the people who work there are very knowledgeable
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August 2023 by Vicky Roldan
This place has all of your grill and fire pit needs! Reasonably priced too!
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July 2023 by Joan Vaccaro
I scheduled an appointment to have my fireplace changed from a wood burning one to a gas fireplace. The owner Larry was quick to respond by coming out to see it in person and was easy to work with. He provided us some design ideas that worked well with our other décor. We are very satisfied with the outcome!
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May 2023 by Heather C.
My husband and I purchased gas logs for our fireplace here, and we just got a new Blaze BBQ grill. Everything was great from the service to the products. Great place to shop for a grill or fireplace.
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May 2023 by Anonymous U.
I do not write reviews. I usually do not believe that my singular experience is necessarily reflective of a business. But, I have to in this case because the experience was so horrific.Larry lied to us multiple times. During the initial purchase, he informed us that he would "take care of installation." Upon receipt of the product (MANY MANY months later), he did not assist with installation and we were forced to spend an additional $2500 to another vendor. At the sale, he said that it would be a "month or two" before our items came in. 9 months later, we still did not have our products. He stated that my products were lost not once but TWICE by the shipping company. He stated that every problem was a result of someone else, not him.The complete lack of communication, the disrespect for me as a customer, and the personal stories about how much he was suffering were simply too much. I am still awaiting replacements for pieces that have already broken. After not hearing from him for three weeks now, I went directly to the manufacturer (something he warned me "wasn't done" and "was impossible".) The manufacturer shipped out my replacement parts 5 minutes after I asked for assistance.I understand that this is a family run shop and that this review directly impacts Larry's business. Given that I had to call American Express for assistance and almost called the Better Business Bureau, I believe he impacted his business himself. I highly highly recommend against using this shop.
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March 2023 by Brian Hoffman
The unit was good at a reasonable price. The installer and retailer work separately although assigned by the retailer. My installation experience was awful with damage and rude interactions. The retailer claimed independence and told me I needed to work it out with the installer.
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October 2022 by Bob Stalker
Last August I purchased a Peterson Gas Log Set at “The Fireplace and Grill Shop”. Paid nearly $1200.00. They order it from their supplier and it came into the store in October. I called the plumbing company recommended by the shops owner (Larry) to install the new gas line to the logs. After the plumber evaluated my situation, he said it would cost me several hundred dollars to install. Because of this and other expenses, I decided not to go ahead with the installation. I called the shop owner to inform him of this and he told me that they don’t refund money. This was not a special order product and should have been refundable. I was never told I could not return these logs if problems arose and it was not written on my receipt. I suggested to the owner that he simply sell these logs to another costumer. Once he sold the logs he could then credit my charge card. He agreed with this and said he should be able to do this by the end of the year, but this did not happen. After talking with him again, he was certain that he would sell them by spring. Once again this did not happen. I had to call him again and he said he wanted to look over his paper work and would get back to me by phone. He has not returned my call. I filed a complaint with the Better Business Bureau and he did not respond to them. This is not an accredited business with the BBB and obviously for a good reason. I’m now out the nearly $1200.00 and I don’t even have the logs. Customer service does not exist at this business. Once they get your money they do not care. This is a despicable place to do business that should be avoided.
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October 2022 by Kristen Kaminski Mallin
We purchased a gas fireplace a year ago and it STILL doesn’t work correctly. The contractor recommended by Larry, the store owner, screwed up the entire installation process and we were forced to start over from scratch. When the unit was finally in place, the remote wouldn’t pair with the receiver (rendering the fireplace useless) and Larry will not answer or return our calls. We now have a $4.5k gas fireplace that doesn’t work. This entire experience has been horrible.
