Rated a solid 4 out of 5 based upon knowledge, a willingness to modify order after initial purchase and friendliness when it comes to servicing the customer. The only reason they did not get a 5 star rating is simply because after my initial purchase I changed my mind on what BBQ I would be purchasing. However, even after purchasing several other items I did not received a corrected bill. I suspect the individual that was looking after me must have been new because he required assistance with processing the return of my initial purchase. This is not an issue for me because we all need a hand every now and then. However, in a retail environment although he added all the additional purchases and gave me my refund because the BBQ I finally purchased was less expensive he should have also given me a new receipt. Should I have to return any of the items I do not have a bill that truely reflects my final purchase. My initial purchase was just a Nepolean Bbq p500RSIB for $1399. Final purchase was also a Napolean Bbq but a p500RB for $1199 + charcoal plate + charcoal + smoker tube + wood chip for the smoker tube. As you can see the final purchase included several other items not initially purchased. However, I have no actual proof that I purchased these items because I only left the store with my initial bill and this is after I made a point of asking if I would need another bill to reflect the additional purchases plus the change in Bbq. I would normally make a point of getting the correct bill however, as indicated in this review I gave the sales rep a high mark for friendliness and additional points for professionalism. I am placing a lot of trust that should I require a return or additional assistance with any of the products I purchased the store will be forthcoming with dealing with me. This trust is simply based on my impression of the individual sale rep. I am willing to forgive a lot of you can get me to trust you on the 2 separate occasion we had the opportunity to interact. I would highly recommend the Fireplace Center.

Truly the worst service ever ! I bought a patio set from them First sale men made it clear they are in commission with some awful comments. He did so many mistakes when I ask him about pricing and was getting annoyed with me ! In the end I went to orleans to buy it as he told me I could get the floor model at 30% (cause they had it in stock ) once I went to purchase he couldn’t sell me that model anymore Go to orleans cause I don’t want to give this guy any commission for bad service Order it at 25% of (deal at that ti e for what they didn’t have in stock) Well …. 40 days after the delivery time I was told, I had an event. They ended up delivery me the floor model !! (After many time of me calling and every time different story, and lies ) Called back saying I would expect a refund for the price difference and now they are ghosting me When you pay over 4500$ for a darn patio couch you expect service. Well not at this place ! EDIT Response It was discussed in one of the MANY calls I had to make but on the last one (a day before) he told me that it was only a ‘week’ old demo that I would be keeping that one. Every time I would call there was a différente story Also why did it take me to do a review for someone to call me back. Cause I did call and left message few days after delivery to talk about all this I only got someone to call me once I left the review Happy I’ll be getting a new one but the service I got to get there was just awful.

We purchased a Regency model wood burning insert with catalytic converter etc all installed I think it was about $7000 in 2019. The manual indicates that the elements connected with the converter are under warranty but when I phoned the shop and tried to explain that the temperature sensor which determines when to turn on the CC was not working the sales man said "I dont know what that sensor is but I'm sure its not under warranty". I explained that the documentation indicated it was, and he said someone would call me back, that was a month ago. about 2 weeks ago someone did phone me just to ask again what the problem was and that they had been given my number, I explained the situation and they said someone would phone me back when they asked around etc....and no one ever did. We went with this company as we thought it was worth paying the higher price for the service, but we have not received any service after installation a few years ago.

Ok, this business was recommended to us based on their level of service. Suffice to say, the gentlemen behind the computer on our initial visit was less than engaging. We wrote a note about the service level and the Owner (Andy Cotnam) reached out to us and took the time to hear our issue and what transpired. He quickly corrected the store, the issue and took care of us. We asked for nothing special, just to fix our fireplace and they did that with 2 amazing technicians who point out the issue and took the time to "Fix" the issue with minimum disruption to our wall/gyproc. From that we went to the Store on Carling Ave looking for additional items (Mantle etc) and that staff offered us numerous ideas and solutions for our fireplace update with great sound advice and a lot to mull over and look at our next steps. Now when we talk service, Andy and team have elevated the expectations... Thank you !!

This review won't let me give zero stars, because how do you review non-existent service? We walked into this store looking to purchase a wood-burning stove. There was an employee (or the owner) sitting at the front of the store with another customer, but instead of waving us in and telling us to have a look around and that he'd be with us in a few moments, he completely ignored us. Not even a glance. There was another person in the store, leaning up against a counter, but given the level of customer service we received upon our arrival, it was impossible to tell if this person was an employee or not. In any case, he disappeared a couple of minutes in and we didn't see him again until we got fed up and left. I guess they don't need our money. I certainly hope anyone who appreciates customer service, or even just common decency, looks elsewhere.

We purchased a green egg from the Team and it was an excellent experience. I like to know a lot of details about a product before I purchase and they were professional, informed and experienced in their answers. It filled me with confidence. In addition, I needed the BBQ fast for a gift and they were incredibly accommodating, finding all the pieces I wanted and personally delivering those that were at another location.On top of that, when I realized that I had not received a cover I called and asked about it and again they hand delivered it to my door. Overall, a great team of friendly and competent folks, I recommend them fully. Thanks to you all for your professionalism and kindness.

These guys are the best! I went in for a new rope gasket and a tube of cement…and I feel like I left with 2 new friends. They gave me the same attention and respect as if I’d come in to buy a new $10K stove. They looked everything up, made sure I had what I needed, gave me advice on how to install and test it, and taught me some things I wouldn’t have considered otherwise. Their expertise is unquestionable, but it’s the customer experience they create that really sets them apart! Kenny and Peter - Thank You!!! I’ll most definitely be back!

I purchased an Ortal SC floor model over-the-phone for a renovation back in late 2020, and they arranged for it to be shipped across the country. Fast forward to mid-2022, the contractors go to install it and cannot find a few of the components -- call back and they had notes on where and how the components were packed in the crate -- the contractors overlooked the boxes etc. Great experience with Peter for the extra mile in making my project a success.

Excellent service !! We recently took the door from our fireplace in to have the gasket replaced and had planned to take it back to the cottage the next day. Even though they were busy, Kenny took care of it all for us in record time and I was able to pick it up later that same day ! He also showed us how to check to ensure the fireplace was not warped and to clean the glass on the door. Super helpful !!

I couldn’t be happier, Just received the handle for my stove that I ordered. This part came in, in 1/2 the time expected & was delivered on a Saturday morning to me house 30+km away from the store. Not to mention during this quarantine time as well Thank you so much Rob for your service! Never will I ever go elsewhere for my fireplace needs.

We worked with Dakota in the East End office and he was a joy to work with. He came out to our home twice offered excellent advice and recommendations which we took. He was completely professional through the entire exercise, and the best part of the fiasco we had renovating our new condo, we would highly recommend him and your organization.

This place has the most pleasant manager, I think his name was Bob. We went in with a remote fireplace starter and he tested all 7 batteries for us, found that they worked, didn't try to sell us a new one and sent us on our merry way! Got home and tried it, not until I, tried what he suggested, did I get it to work.

My gas fireplace blower fan stopped working. I narrowed the problem down to the temperature sensor. I brought it to the store and the sales people tested the sensor, provided valuable diagnosis information and even lent me a part to test at home. Thank you so much, the help was very much appreciated.

Steve arrived on time. Diagnosed issues quickly and efficiently fixed them. Gave excellent advice on how best to maintain and operate fireplace safely. Provided advice on replacing in a few years. Cost was below anticipated. Steve is excellent ‘face’ of the Fireplace Center and Patio Store

Our entire experience at the Fireplace Centre was fantastic. Dakota is great, friendly and down to earth. He really goes all out for your satisfaction. The installation went nicely. Kevin and Damian were very respectful and professional. I would highly recommend this company.

During a home renovation we purchased an electric fireplace from this team, only to discover the wall opening had been built incorrectly. I called Rob and he worked with me to help find a solution to avoid refinishing the wall. Great customer service and quality products.

I want to thank the Fireplace Centre for sending such , friendly helpful competent and.conscientious workers out to install our second heat pump at our home on Sept 25 . They did a great job and answered all our questions and consulted with us throughout the process .

Customer service like is the norm these days. Next to no knowledge of their products, the salesman was eating a hotdog while I asked questions about a stove. Guess that's what you get for a strip mall business. I left. Sorry but the hotdogs were too much.

Above and Beyond Service Manager Rob Charbonneau happily gave us service assistance on products that no other suppliers could be bothered to deliver. Rob was wonderful; he enabled me to source repair on products that I was finding impossible to locate.

We purchased an electric fireplace and had a custom mantel built. The mantel is excellent. The service at the Fireplace Center was great with Mr Poirier visiting our house to give advice.

Steve did excellent work cleaning and servicing our fireplace. He gave us great advice on a defective anti-condensate switch and even made sure our fireplace looked almost new.

We went in to buy a new gas fireplace remote. Instead, the guy spent ten minutes working on the old one, and fixed it. No charge. You can't beat service like this.

The Cyrville Road store has a great showroom, knowledgeable staff and excellent products. They also service what the sell. Worth the visit.

We had a gas fireplace inserted to replace our wood burning one. We love it! Good customer service! Peter P. was great. Highly recommend!

This is the second time I've used this service. Both have been courteous, quick, economical and very professional. Highly recommended.

The staff were very helpful when we brought our wood stove door in for repair. They provided service free of charge!!

Great service, punctual and experienced. Steve was meticulous and did a fantastic job inspecting our gas unit.

Excellent service and help from Dakota in sales and Sanford who carried out adjustments to our gas insert

Great service! On time and very transparent in explaining the work and how to avoid issues in the future.

Very knowledgeable staff. More inventory than I expected. I'd recommend this place to anyone

Friendly service. Spend a lot of time with customers. Great products. Great product variety.

Excellent! First class service at a fair price. Kudos to Kenny for going the extra mile.

Rob at the Fireplace Center helped me until the problem was solved. I am very grateful!

Fantastic selection and professional installations at a more than reasonable price!

Mike and John were wonderful to deal with for our new gas install. Thank you!!

Excellent Service and Very Knowledgeable Staff!!! Highly Recommend!! …

Service impeccable Merci à l équipe de DAkota Kenny Rob. Envoyé Luc Morin

They did a great job and were super pleasant to deal with!

Don’t call for information, the recording is atrocious.

Delivery of materials was professional and quick.

Mike Amodeo was the perfect salesperson

Excellent service very helpful . …

Fireplace Centre, good selection!

Helpful and knowledgeable staff.

A bit expensive but good advice.

Very helpful and knowledgeable.

Good service, good price.

Experts in their field.

great helpful staff

Very helpful staff

Staff not to happy

Helpful friendly

Very good