Unclaimed
Enchanted Fireside
3K
CLAIMED LOSSES
9
TOTAL REVIEWS
3.9K
PAGE VIEWS
Enchanted Fireside Reviews
New Reviewer
Will not service
I contacted this company because they were listed as a dealer from the Co. that made my fireplace (Kingsman). I bought my fireplace online, had it installed by a licensed plumber, but now need a regular service. Enchanted fireside told me they only service fireplaces they sell. when I told them they were listed as a dealer, they said they don't sell them, so they won't service it, but they are listed online as a seller listed by kingman. They were also listed on the NFI website which is the national fireplace institute, which listed them as certified for gas products , but yet they would not service my fireplace.. My opinion is they should be removed from those websites. I think it terrible, they stated they didn't sell this product because I didn't purchase there. "We are proud to provide exceptional fireplace repair and maintenance service to residents and businesses in the Worcester region" is a quote from THERE OWN WEBSITE.... This is definitely not good public relations.. Now I wouldn't purchase anything there myself!!!!
2 comments
ID
Reason of review
Poor customer service
Preferred solution
Please don't state something that you are unwilling to do, for other consumers.. Take yourself off websites that promote you as something you are not willing to hold up to.
Excellent customer service by Enchanted Fireside
Our gas fireplace wouldn't start and we were referred to Rachael to help troubleshoot the problem. We tried several things ourselves such as changing the batteries in the remote before calling Enchanted Fireside, but none worked. After Rachael walked us through several steps, we were able to make an adjustment to the fireplace that provided the solution. Our hats go off to Rachael who did an excellent job in helping us come up with the solution. We commend Enchanted Fireside for the excellent customer service provided. Keep up the good work. It was a great help to solve the problem over the telephone rather than have to have a service call.
1 comment
ID
Location
Boylston, Massachusetts
Pros
- Rachael who troubleshot the problem
Reason of review
Good customer service
Six years of *** . Do not buy a castle this brand its a lemon
I bought this 6 years ago had it service already twelve times .Every year its something wrong with it .bought new in 2 months the cork screw went on it .Then the next year came the blower went on it .Then the a year later fire pot had to replaced it When they cleaned it they left all lose parts, had to call them to fix the cover of the blower they didn't put back it was on the floor know its making a loud noise in the back the stove and besides that its not doing the job its very cold in my kitchen which is only75 feet away I am using a space heater that works better. its a piece of junk. they told me it would save me money really ! I will go back to my oil again not saving money with this sorry I even bought this. poor service between yearly cleaning and replacing parts every year its a big investment and still paying on it
1 comment
ID
Location
Worcester, Massachusetts
Reason of review
Bad quality
Their Employees suck.
I stopped by there on a sat afternoon to pick up a gasket and snapdisk for my piece of *** Quadra fire Castille stove. The sales person was put off by the fact that I even dared ask for a part. She was very busy doing nothing in the empty showroom. She reluctantly looked up the two very simple parts and went to get them. She came back with the wrong gasket and would not make any effort to re lookup the part and told me to come back on monday when someone from service would be there. I explained that I had the insert pulled out of my fireplace and pulled all apart and that I would like to put it back together and use it. She said sorry come back on monday or take the wrong gasket. I asked if I could look at their stock of gaskets because I would know the right part and she said no, we have to many different one and besides this is the gasket the part# calls for. Then the other sales person got up from his desk/computer, put his search for Red Sox tickets on hold to tell me that they cant look for them because there are to many. I guess they are just too BUSY DOING NOTHING to actually help a paying customer. I wont go back on Monday or ever again. I will buy these parts online, save alot of money and make sure that I tell everyone I run into not to do business with enchanted fireside or buy a Quadra fire Pellet stove. By the way, I have had this stove for 4-5 years and have had nothing but problems with it. Even when its running its best it only heats the room that its in. I have replaced many parts on it mostly myself, but have had their Extremely expensive service tech out several times which always turns out to cost 3 or 4 hundred bucks. The tech is a nice guy and very knowledgeable, I don't know why he works for such a *** company. Do yourself a favor and stay away from Dis- Enchanted fireside!!!
2 comments
ID
Location
Worcester, Massachusetts
Cons
- Their product
- Their employees
- Their service
Reason of review
Poor customer service
Screws holding door hinge fell out
Several years ago I purchased a Quadra Fire Castile pellet stove and until recently the stove was relatively trouble free. This week I noticed the doors (both the cast iron door and glass) were loose. I removed the side panel and found the screws holding the hinge had fallen out and the thread in the stove was stripped. I called my friends at Fireside to fix it. I was told I would have to wait a week and half and the service call would be $160.00 paid up front and $85.00 per hour for the repair. I am retired and need to get the stove fixed. The price is way unreasonable and I wonder if they can fix it.
1 comment
ID
Location
Sterling, Massachusetts
Reason of review
Poor customer service
Preferred solution
Price reduction
Enchanted Fireside - Stove Review from Tampa, Florida
I have a1 year old stove that came with the two-year factory warranty when I called enchanted fireside to have them come out and look at an issue I was having with my stove they told me it was an $85 service call fee plus $75 an hour once they got there and I had to pay the $85 upfront over the phone with a credit card. What kind of warranty do you call that?Whatever you do do not buy a stove parts or service from enchanted fireside
1 comment
ID
Location
Tampa, Florida
Reason of review
Poor customer service
New Reviewer
Enchanted Fireside terrible service
I bought a quadrafire from enchanted about 3 years ago and have had numerous issues that of course always happen during the winter. After buying it the control box failed and I was down for 3 weeks waiting for a repair person. Last year I had numerous issues that included a defective ignitor that caused me to be down for a week. I could not pay the 80.00 for an ignitor that I could get online for 35.00. Now my pellet stove keeps blowing fuses. I called enchanted and they wanted 15.00 for a 1.00 fuse! I bought a pack of 5 for 5.86 from Granger and guess what the piece of junk keeps blowing fuses. Enchanted can get someone out here in guess......, you got that right 3 weeks! So if you like being charged excessively for parts and wait weeks for service then buy from these bums. Trust me when your stove breaks, and it will, you will wait 2-3 weeks for anyone to come out. My son bought a Harmin from The Stove Shop in Shrewsbury and has not had a day of problems. Stay away from Enchanted they sell you and do not support them after
2 comments
ID
Location
Worcester, Massachusetts
Loss
$3000
New Reviewer
Enchanted Fireplace, Worcester, MA
This place discriminates!!!! I am a female and I went in there and I was totally ignored. The older guy - I assume in sales, wouldn't even acknowledge my presence. He was a complete ***!! After standing in front of him trying to ask for help, he said in a minute. Continued to talk to a male who was doing work in the place!!! Finally, after being ignored I asked a question and he treated me like I was a dumb female! The only description I can give is he has a HUGE NOSE!!!!!!!! I was planning on buying 2 fireplaces with inserts (for my new home under construction) and a pellet store (for a gift) -- let me see -- they lost about 6K in sales.... Get rid of that guy!!!! His loss!!!
2 comments
ID
Location
Boston, Massachusetts
Loss
$6
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Enchanted Fireside didn't give me respect
I stopped by Enchanted Fireside to buy a fireplace twice, and each time they appeared nice, but something felt off. There was a fakeness about one of the salespeople I met, and each different salesperson gave me a different story about price. Twice, they told me they would call me back. They never called! I don't know about you, but if a place doesn't call back when you're trying to buy an expensive good, will they call back when you have a problem? This place might be OK, but again, things just didn't seem "right" to me.
7 comments
ID
Location
Worcester, Massachusetts
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I assume they wouldn't fix your fireplace because if the don't see the stove they can't get parts.
Hi Debra, I reached out to you when you first contacted me via Facebook to see how we might be able to help, at least to refer you to a service professional, but I did not hear back. I hope you have been able to resolve the issue with your fireplace.
If not, please contact me at the store. The Enchanted Fireside service team is dedicated to supporting only those clients who have purchased their fireplaces, stoves, and inserts from our store. We're just not big enough to be able to help everyone! We don't even advertise our services outside of our customer base.
Based on your feedback, I revised the wording on our website to make this even more clear. And as you have probably learned, this is a standard policy in the hearth industry. Because of the issue of future support and maintenance, we consistently turn down sales for installations even in Boston because they are outside of our service area. We know those clients will be better served in the long run by buying more local.
If your dealer did not make this clear when you purchased your fireplace, I believe they did you a disservice. Regarding replacement parts, we have not carried the Kingsman line for several years, and have made several requests to have our name removed from their website. You will notice that Kingsman is not listed on the Enchanted Fireside website as a supported brand. Again, I hope you have been able to resolve the issue with your fireplace.
If not, please contact me directly at the store and I will do my best to help. Warm regards, Karen DiVerdi, Owner, Enchanted Fireside