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February 2024 by Yasmin Hall
Pretty annoyed with this company. We had to wait 3 weeks for our appt, but then the technician called in sick that day. He was able to come out the following week, thankfully. When I scheduled the appt, I made it clear that we were referred to them by Woodland Direct (who we purchased the fireplace from) and that they requested the technician call them to start the warranty process. Through a mix up, we called the wrong customer support line and Chris quickly got frustrated with the CSR on the phone and hung up before getting anywhere with them. He felt they didn’t know what they were talking about and didn’t want to waste his time. He then said he wouldn’t call back into them and we’d have to order any parts directly from them to get it repaired. I said it’s covered under warranty and we need to call back in to get everything covered correctly. He then tried to get aggressive with me and argued that he was not responsible for this issue. Apparently he was upset with Woodland Direct for referring his company when he’s never given them permission to. If this was the case, and you knew this information when I made the appt, why even take the appt?? My husband had to come into the conversation to de-escalate the situation and eventually we decided it was a miscommunication and figured out how to move forward. Well… just got an email from them saying they won’t be servicing our fireplace because we didn’t buy it from them. Honestly, I think Chris went and cried to daddy (family owned business), proving how unprofessional and immature he is. Completely ridiculous and a total waste of time. Only reason they aren’t getting one star is because Chris apologized for getting frustrated with me.
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January 2024 by Dan Dodson
Friendly and knowledgeable staff. They gave me a veteran discount, and the gas log system price was comparable to a different manufacturer's quote.
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December 2023 by Julia Evans
The woman that helped us at this store was so kind and knowledgeable! We spent just the amount we wanted to, and got a beautiful fireplace out of it. This place was such a great place to go to for our gas fireplace needs- highly recommended!!
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November 2023 by Debby Williams
Great customer service and knows products well!
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November 2023 by Kate Trent
The owner was extremely helpful and gave us great advice for our fireplace! They have some beautiful green egg grills as well.
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November 2023 by J C.
Hated to get away from a real wood fireplace, however happy wife, happy life! Great selection and extremely informative on what works as well as what doesn't. This isn't your online Home Depot value, more so quality products, lifetime warranty and great pricing. Kimberly was amazing and her knowledge was extremely helpful. Offered install however wanted to do ourselves so even gave us some great tips! Over all highly recommend!
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June 2023 by Le Carlson
Excellent customer service. Super friendly and helpful family owned business. I highly recommend this location. They helped me with a Green Egg order exchange and it was very well managed from start to finish. Extremely happy customer! Thanks again! :)
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June 2023 by Melinda Field
We had a great experience with them from start to finish. Everyone is so helpful and responsive. Great quality grills, customer service, and pricing. We would highly recommend them.
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May 2023 by Melinda F.
We had a great experience with them from start to finish. Everyone is so helpful and responsive. Great quality grills, customer service, and pricing. We would highly recommend them.
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March 2023 by Michael E.
Tech Chris provided excellent service and answers to a few operational issues that previous techs were unable to answer. I will definitely use them again!
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January 2023 by Eileen B
We LOVE this store and their awesome employees!Kimberly squeezed us in to make a quick visit to double check our system, which was being a little finicky on start up. She got everything up and running quickly. Truly appreciate the great customer service.
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January 2023 by Michael Keller
Unbelievable service and price, great people. I have tried to use a closer company in the past and have been horribly dissatified and disappointed. Chris and the team treat people right and I want give them a shout out. This is the first review I have ever written, that is how impressed I am with this Company and Chris. Thank you.
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November 2022 by Rick Stacy
Great people to deal with. Big inventory. I paid a little more than "box store price", but I am so glad I did. They did a great job of installing. Fireplace looks fantastic. We are happy, happy, happy.
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November 2022 by Josh Massingill
Wow. I had my heart set on a Big Green Egg and was frustrated about how hard they are to find/order from Ace Hardware. I found this place on the Big Green Egg website and gave them a call. They answered on the first ring, answered all my questions, and hooked me up. They offer free assembly and delivery. I tried to pick it up myself but the Acacia table I bought wouldn't fit in my truck, so Kim loaded it into her truck and followed me to my house. David was super helpful and not pushy at all. I'm a small business owner, so when I visit places like this I like to spread the word. These folks will take care of you! If you're looking for a five-star experience, shop here!
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May 2022 by Mary Gropp
The best customer service ever. They called to say on their way, knew their products and all information , outfitted us with beautiful logs and set up, and even fixed the outdoor fireplace piece that builder did not install correctly. So refreshing to deal with a company that has high standards. Rare these days!
