Fireside Hearth & Home - Wilmington

Wonderful customer service! Marion came out to install a blower on our new gas fireplace. He was professional and personable. He explained how to use the fireplace, upkeep and gave cleaning suggestions. The builder hadn't told us anything. Thank you so much Marion.

Highly recommend, “Marion” is first class, exceptionally personable, very helpful in getting our new fireplace operating and educating us on how to use! A+

The worst ever customer service!

They post that they’re open, with regular business hours and then When you get there the door says “By Appointment Only”. Thanks for wasting my time and gas.

If I could give ZERO stars I absolutely would. This is by far the worst company I have ever dealt with. Purchased in February reached out to them for NINE months with ZERO response, for one day to magically give a response. Finally thought we would get our fireplace lit (in order to not void the warranty), but they NEVER showed, then proceeded to lie and say they called both mine and my husband's numbers which they did not. No surprise there. Have reached out to Josh MULTIPLE times and he does NOT return phone calls, or check messages. Called the number connected to the Google number as well, all they can do is give your number to someone in hopes that they will call you back. Don't be surprised when they don't they.

Quick update. The MANAGER apparently won't call me he made the lady that handles directing calls do it.

The technician called me to inform me to inform me he showed up, found out through someone else that he showed up and NEVER got out of his vehicle, nor did he ever call. I told him I did not care to hear excuses at this point since we have it rescheduled, and he decided he was going to snap at me. Very unprofessional.

The ONLY person that has been nice, of responsive is the ladies that handle directing calls, and another manager named Alexis. I greatly appreciate them!

We had an appointment scheduled with them and specifically asked if someone needed to be home for the appointment, they said no one needed to be there. The day before the appointment they apparently called to confirm (they called the wrong number when we specifically asked them to call a different number) and then said they couldn't fulfill the appointment because no one was there (Even though our roommate was home all day and heard no knock or doorbell). When my husband called to ask about the appointment he was first told that it was completed and hooked up when he probed further they said oh wait it wasn't completed. When he told them he was told no one needed to be there they said well we can schedule you for an appointment in 6 weeks! When I called to try and get more answers the lady that answered the phone shut down my questions and was snippy. We were only going to go with them because our house came with free set up from them, now I am looking at paying $100's for someone else to do it so we have heat for the winter.

Terrible customer service, no one knows where parts are that were supposed to be installed. They don't keep appointments made MONTHS in advance and no one calls to tell you they aren't coming. ZERO COMMUNICATION.

Can only speak to the fact that once given Kellie's cell number it immediately goes to VM and she does not return my VM's.

just barely into 2nd season with a brand new unit and it's shot. $189 just for them to come out, and that's before parts. I would think they'd stand by their products more than that. And they can't make it out for over 2 weeks.