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Awesome Service and Repair
StarStarStarStarStarBy -
Rating: 5/51

WORCESTER, MASSACHUSETTS -- When I tried to start my pellet stove this fall the pellets would not feed. I called Enchanted Fireside for repair. They had a repairman at my home within a few days. It was a faulty snap disk which the repairman replaced after calling the factory to confirm the proper replacement part. After replacing the snap disk the stove would run for a while and shut down. I called the service department again and they sent a repairman right out.

After checking everything out the repairman checked the stove manual and discovered the factory had recommended the wrong snap disk. After installing the proper snap disk my stove is working great. I am grateful to the patience and perseverance of the service staff and the repairman (Jason) that found the problem and fixed it. I will most definitely continue to call on them whenever I have a problem.

Bad Customer Service
By -

Let's just start off by saying they knew that they had me in a corner when I was buying my stove. Last summer when oil prices were $4+ a gallon I wanted to by a stove and every place I went to were sold out and had a back order of at least 6 months. Now I had done some shopping around and the average price for the mount vernon was around 4,000 except for Enchanted Fireside, they were 4,800!!! (before installation costs). After doing the math for oil for one year @ the current prices (4.75), my wife and I decided to buy it anyway. So we put down our 50% and applied for low interest payment plan through their lender.

Meanwhile they had told us it would take about 2 months before the stove would be in. That was fine because it still was summer. But about 2 weeks before the stove was to come in they informed us that our application was denied because they had decided to go with a different lending company and that we were responsible to come up with the rest of the money before they can install it. TOTAL BS!!! It took them 6 weeks to tell us this. Then only 2 weeks to come up with 2,500. Then once it was installed had some problems with the stove and took them 2 weeks to get back to me.And even them they tried to blow me off!!

It finally took me yelling at them to get someone to fix my stove. You should not have to yell at someone to get something fixed that they warranty!!!

P.S. I also like when you call them and how they direct you call... existing customers get and voice mail, but if you're a new customer, you get to talk to someone directly in the showroom. Maybe you should take care of the people that have already given your business!!!

Onsided Fireside
By -

WORCESTER, MASSACHUSETTS -- I should have known from the second I ordered my two gas fireplaces from Enchanted Fireside that this was not a company built for service. They mandated that I pay in full before I could schedule an installation in January of 2008. They don't have their own technicians and the subcontractor was so busy that he didn't install them until March! He didn't even complete the wiring of them at that time. I constantly called Enchanted Fireside and the subcontractor and finally after I contacted the manufacturer directly to complain the wiring was completed in October of 2008! In January of 2009 the wiring failed.

I contacted the service dept. of Enchanted Fireside and they said they would order the replacement part. They had never been to my house to inspect the problem so I asked them how they knew that it was the appropriate fix. They said that it was a common issue. It took 1 month to get the parts. Needless to say when the sales manager got to my house, it was NOT the issue. So here I am on Feb. 20th, 2009, 2 1/2 weeks later waiting for the part. I have constantly called and they "yes" you to death on the phone. So there goes another Winter! Bottom line is stay away from this company at all costs!

StarStarStarStarStarBy -
Rating: 5/51

WORCESTER, MASSACHUSETTS -- This store is a breath of fresh air. Finally some place in central Mass that knows what they're doing. From the sales people to delivery installation and service. Enchanted fireside has not let me down at all. And I am a tough customer. I own two businesses and I understand what customer service is really about. People may say you can find better deals online but be careful, you'll end up spending more. Not to mention potential safety hazard in your home. They are very serious about their product and know the ins and outs of everything they sell. Family owned makes it even better in my opinion. Thank you enchanted fireside I feel safe and happy with my purchase.

Company Response 08/10/2015:

Thank you for your great review and kind words, it was a pleasure doing business with you look and we look forward to working with you again in the future!

Horrible stove and very poor customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WORCESTER, MASSACHUSETTS -- 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.

Company Response 08/10/2015:

Hello Rick,

I completely understand your frustration; waiting for a service call in the middle of the heating season is nothing short of a hassle. With the largest & most experienced service team in the area (5 full-time employees dedicated entirely to service), our technicians are in high demand, resulting in an inevitable 1-2 week backlog during the heating season, and up to 3 weeks as you experienced in the week following the Christmas holiday.

We gladly support customers who want to perform maintenance and repairs on their own, but, as you found, replacing a fuse without addressing the underlying problem will just lead to the additional frustration and inconvenience of replacing more fuses. We strongly recommend having our Service Team perform the annual maintenance during our slower spring season (as you have for several seasons) to prevent these issues during the heating season.

We source replacement parts ONLY from the original manufacturer to guarantee our clients receive first-quality (not “refurbished”) parts, which are priced at the manufacturer's MSRP. You purchased igniters from us in 2010 and 2011 for $65.00 each. Since then the price has actually come down to the current price of $ 35.00. If our pricing ever appears to be in error, call us at (800) 782-5500 - letting us know is the fastest way to correct it.

Woodstove purchase and install
By -

WORCESTER, MASSACHUSETTS -- Great store. Read these reviews before I went to fireside and it made me a little nervous, I also looked at BBB (they receive an A+) so that calmed me a little. What really attracted me to them was there 0% for a year financing and the selection they have. On the weekend they are pretty busy they got to me in about 15 minutes, but the second time (after I price shopped) on a weekday it was very easy to get served and they seem to know what they are doing. In the area (MA) they had the best price I could find on a hearthstone shelburne. They told me it would be installed in 2-3 weeks, and it was installed in 2. The installer did good work.

They were within 50 dollars on the install cost which I was happy with. I think, could be wrong, that the store is owned by a married couple who helped me and they were both nice, the woman is good looking, and fairly low pressure. On the first day before I had decided they didn't ask me for a deposit or anything which I appreciate. I would and probably will shop there again if I live in the area.

Pellet Stove installation disaster
By -

WORCESTER, MASSACHUSETTS -- Well - I'd written earlier to complain about the lack of communication and unacceptable installation delays of our pellet stove. Finally, on 10/31/06 (7 days AFTER the owner advised us the installer would be calling), the installer showed up with the pellet stove for the installation. And that's where NEW problems arose. See, he stated where we wanted to put the stove couldn't be done without costing more money. I called, very upset, and asked for the owner (who we'd been dealing with from the start). He was with a customer, so I explained it was urgent as we had their installer here saying he couldn't put the stove in where it was supposed to go.

Of course, just like their lack of communication in the past, they never called back. I had to call the owner again 40 minutes later. I argued with the owner about the new installation price being $1,000 vs the $500 he had quoted when we put our deposit down on the stove. He kept trying to blame it on the town bldg inspector and stated "well, if that what he wants then there's nothing I can do". I told him, "that's not the way the inspector wants the stove installed, that's the CODE!!! We argued and finally he said he'd refund our money. WHAT??? I've got $600 worth of wood pellets sitting in my basement, we didn't want a refund.

So then he kind of yelled and said "I'm not going to argue with you, I mean WHAT TO DO YOU WANT!!!" I replied "What do I WANT??? How about a little customer service, and some good will. We don't buy pellet stoves every day, but you sell them every day and should be familiar with the code!" He said "We rely on what you tell us" and I said "Yeah- and I relied in good faith on what YOU told us. I only have 500 set aside for this installation, where am I supposed to come up with another 500 dollars? Should I just leave the stove sitting on my front lawn???"

So he replied testily "WELL, I'M not going to absorb the total cost of the installation" And I said that I didn't expect him too, but I did expect some good will in the form of money towards the installation. At that point the installer told my husband that a service rep from the store is supposed to go out to each house and check to make sure everything can be done the way the customer wants PRIOR to the installer going out. We never had anyone come out to our house to check and make sure, before they quoted us the installation cost, that we could put the stove where we wanted it to go.

So, the owner spoke to the installer and got the pricing for all the additional piping that would be needed. Final total $500 for the installation plus an additional $460 for the added pipes that were needed to meet code regulations. Of course, we did have to pay for 1/2 of the $460 as he would only take 50% of the blame.

We will NEVER recommend this store too anyone, nor would we ever make another purchase from Enchanted Fireside. No one ever returned our phone calls - we always had to chase them down by calling again and again. The delays were unacceptable from the deposit date until the stove was installed - more than 6 weeks (and the stove and parts were in their store 2 1/2 wks after we deposited!!!). Then they held onto our permit application for almost 2 weeks, and told us we were the ones that had the issue with the permit (uh, no - you guys had the paperwork and didn't send it in until 2 weeks later).

This store and owner is strictly in business to take your money - they don't give 2 cents about customer service or honesty & integrity. What kind of owner tells a customer "there's nothing I can do!" - That's NOT good service!! And you know what? I shouldn't have HAD to ask for money off etc - it should have been offered upfront for all the hassles. BEWARE OF THIS STORE!!! There's more problems, but this is already long enough. Total Cost was supposed to be $3,800 and ended up costing $4,030. And this was to have saved us money this winter on our heating bills. It'll take 2 years to actually realize any savings.

I should've listened to my husband and visited Franklin Fireplace (who were cheaper for the SAME stove), but based on Enchanted's negative comments about the other store (highly unprofessional), we unfortunately bought from Enchanted. But I've learned my lesson on this store and plan to tell others looking for woodstoves, pellet stoves etc to STAY AWAY, RUN AS FAR AWAY AS YOU CAN!!!

Pellet Stove & Installation
By -

WORCESTER, MASSACHUSETTS -- We purchased a pellet stove from this store on 9/16/06, and deposited $2,000. We were told that we'd be contacted by the installer that Enchanted uses, and the stove would be installed within 5 weeks. 3 weeks ago Enchanted called to advise us that the stove and all the parts were in, and we'd been placed on the "call to install" queue. To date, 10/26/06 we have NEVER received a call from the installer and it has now been 6 weeks from the date we deposited. I called numerous times, but my calls weren't returned - until I stated I was considering cancelling the sale and going somewhere else (Total of $3,800).

Finally, on 10/25/06 the owner called my husband and stated that the reason we've had to wait so long is because there was an issue with the permit application - the issue was that it took 2 weeks longer than expected to get the permit. My husband replied that it didn't take "US" 2 weeks to get the permit, he had brought the paperwork, per the advice of Enchanted, to Enchanted on Saturday 9/23/06 to have them fill out the applications. He stated at that time that I (his wife) would be in the next Saturday 9/30/06 to pick it up.

When I got to the store the next Saturday (1 week later) I was advised that the paperwork was still being filled out and the store would mail it to the town directly. They could have called to let me know, seeing as they knew I was coming to pick it up - it would've saved me a one hour roundtrip drive. Basically, the paperwork sat at the store for almost 2 weeks before it was completely filled out and mailed to the town building inspector on 10/5/06! It was the store that didn't get the paperwork in timely. So, the owner advised us because of the 2 week lapse we had been pushed back 2 weeks in the installation queue, but that the installer would be calling us that night.

As of now, the next day 10/26/06 -we have yet to hear from the installer. Funny thing is, the day before we put a deposit on the stove, I was advised that if we bought the stove from Enchanted Fireside, the installation would be done in 2 weeks. The next day when we came in to deposit the stove, it was suddenly now going to take 5 weeks to have it put in. We've never had this kind of service from any other place we've bought household items for. This stove was ordered to save us money on our gas bills.

As of now it looks like IF the installer EVER calls, it will probably be at least 1 week before he can get here to put it in, and THEN we have to wait till the building inspector comes out to check it out before we can even light the stove! You'd think for as much money as we spent at the store, they'd be more upfront and willing to help - at this point I think they should refund some of the commission they're making on this sale.

Excellent service
By -

WORCESTER, MASSACHUSETTS -- We had been shopping around for a pellet stove checked out a few places, most of the people we talked to were rude and acted as if we were wasting their time. We originally decided on one company. Something about the place turned me off, so I kept shopping, came across this Enchanted Fireside, called, very friendly husband and wife run. They didn't try and sell us stuff we didn't want and the cost was about $700 less than the other store for a better product and service (this price included installation and delivery) so that 700.00 will pay for our 3 tons of pellets.

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Enchanted Fireside Rating:
Star Star Star Half star Empty star
3.7 out of 5, based on 3 ratings and
9 reviews & complaints.
Contact Information:
Enchanted Fireside
728 West Boylston Street
Worcester, MA 01606
800-782-5500 (ph)
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