Unless you're a builder, don't expect good service. My wife called for service and was told that they would arrive 8 days later between 1 and 5 p.m. We waited...and waited...and waited. No show, no call to explain they would be late or not be coming. She called back to again request service and had the guy read back our address and phone number to make sure he actually wrote it down. He told her he remembered speaking with her the first time. He told her they would be by the next day between 9 a.m. and 1 p.m. He also told her that his boss told them that if they get calls from builders to drop the regular customers and take care of the builders first. The next morning came and went. Again, no show and no call to explain they would not be coming. I called and spoke to the store manager (at the Edmond Store, where we had called for service). He told me they didn't have it on the books either time. REALLY???? TWICE they "accidentally" didn't get it on the books? Despite the guy my wife spoke with reading our address and phone number back to my wife the second time and telling her that he remembered speaking with her the first time? I told him what his employee told us about dropping "regular customers" in favor of builders. He did not directly deny that. He told me he could get us on between 3 and 5 p.m. on Friday afternoon as his employee was "on his way out of town." I told him that we were inconvenienced twice and that to make amends THEY should be inconvenienced and drop what they're doing now and come take care of our fireplace. He said one of his employees was in Stillwater and the other two had already gone home. REALLY? It was 2 p.m. when I was talking to him. He told me he had "200" requests for service on his desk. Is it normal business practice to send 2 of your 3 service men home before 2 p.m. when you have such a backlog? Having been inconvenienced twice already, should I REALLY be expected to trust him that his employee is going to come service our fireplace on a FRIDAY afternoon when he is "on his way out of town"? Any person with common sense would know that service isn't going to happen. I told him that was unacceptable and that the only acceptable solution is that HE be inconvenienced a little and call one of his "off" employees back in and pay them overtime if necessary to come take care of this request. We were promised service TWICE. We were lied to TWICE. The store manager clearly does not value customer service. He should be fired. I HOPE he's fired. He runs a horrible business. But I suspect this is how The Hearth Shop in general works: take care of contractors because they can bring repeat business. Take care of non-contractors if business is otherwise slow. We will be using another company for the service we need. I would wait a year for service with someone else rather than deal with these jerks again. Don't waste your time seeking service from them. Chances are you'll be waiting and waiting with no calls back from them; and when you call them, they'll deny they ever had you on the books. LIARS!!! Even the cable company and phone company call to let you know about delays in service!
Called The Hearth Shop to inquire about getting gas logs put in our gas fireplace. All I had to do was take a picture of our existing fireplace, measure it and send that to the man I spoke with. He knew exactly what size and style would fit for us. We set up an appointment date and time. The guys that came out to install it were great. They explained everything completely, set it up and showed us everything about the cool remote that we got with it. We had an excellent experience in dealing with the Hearth Shop.
The worst service I have EVER HAD! Took 3 visits to get an inspection to pass with the city. The owner and employees were so rude to me bc they couldn't pass city inspection. I had to stop payment on a check to get them to come back to the house. After the issue was resolved they refused to pay for the failed plumbing and hvac inspections. There was 8 total failed inspections because of the fire place and they only paid for 3.
Went in-store to buy a log lighter pipe and a key. They greeted us quickly, showed us to the products and cashed us out within 5 minutes. Very helpful for a busy day.
I had a HeatNglo Northstar installed in my house. The owner implied this is their most popular wood burning stove. I have a 2000 sqft house built in 2005 and my house is fairly effecient as far as insulation goes. Let me just tell you, i couldnt be happier with my new stove. This thing keeps my house easily at 70 degrees with no help from my central heat. However, the folks at the Hearth Shop do leave a little to be desired when it comes to service.
The Hearth Shop is a US Home Goods Store based in Moore, Oklahoma. The Hearth Shop is located at 201 SE 1st St, Moore, OK 73160, USA.
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