England’s Stove Works
Reviews and Complaints

The fire box is cracked / split behind the rattle cover according to my warranty that is covered for 5 years, I purchased in 5/2019 had installed 10/2019 actually replaced every component in the stove on my own, now I need the company to step up and back the product they are advising I am out of time frame?
2/19/2024 I spoke with Tech who advised me to weld it, and I was outside my warranty, and they don't honor England's stoves.?
I think they should honor the warranty

Stay away from this company.

I purchased a stove brand new, it is a faulty piece of junk and their service department will act like you don’t exist when you have problems.

I’ve asked for warranty work or a new stove or my money back and have been ignored.

This stove is for heating a much larger space than it’s in and will not heat past 10c

I have zero faith in this product keeping my space warm in winter.

Pure junk!

I will be building a display out of this stove to warn others about this faulty product and poor business practice.

DONT WASTE YOUR MONEY!

Trying to get the blower that was included with the wood burning stove I bought has become impossible. Phone numbers are wrong or not working. Website not right. Finally got a hold of someone who said to go to [protected]@englanderstove.com. Went there, find nothing that says here's what to do. This whole thing is so time consuming it is ridiculous! By the time I get a blower, winter will be over.

I want to warn any consumer that is considering buying any product from England Stove Works... DON'T. I bought it from Home Depot in State College, PA.

My advice, don't buy a stove from any big box store unless they will also have their team install it! Independent contractors will not install pellet stoves, and stores that specialize in selling pellet stoves will not install ones bought from other places. It took me a year and a half to finally get a guy to install it professionally. It cost me $850 for the installation... More than the price of the stove! Now it doesn't work.

There is not one positive thing I can say regarding the company or model I list above. A TOTAL nightmare and major disappointment.

When I finally get the POS to actually light, it puts out very little heat. It won't heat a 20 x 20 ft room. Normally it takes at least three times to light the stove, let it go through its prep, which takes 20 minutes, before it shuts off-again. This process is repeated over, and over again throughout the day-every day I try and use it. I'm currently trying to start it since we have the temp of 9-degrees outside. After four tries, it's just sitting there displaying yet another error code, no more useful than a piece of furniture to put a cup on.

It continually shuts off with a host of error codes that defy the instruction manuals instructions to fix the problems. The control panel is obviously substandard.

There is not one aspect of this stove that passes even the most basic benchmark of customer satisfaction.

Don't buy anything from this company!

I have been trying for over a month now to get a hold of tech.support with no luck, trying to order free blower that goes with wood stove I purchased from Lowe's. It would be nice if someone would answer the phone you are not that busy.

We bought this pellet stove from Carlsbad NM an traveled 3 hours to install it into our cabin in the mountains, after installing it, it would not lite because the manufacturer didn't drill a hole in where igniter hole goes so my husband drilled the hole ! It worked fine for about 6 months and then an still will not always stay lit. It will have a good size fire fore about 5 min an then nothing it just goes out an into off mode so I hit start before it shuts down and it will fire up and keep going. This product is a piece of [censored]. You couldn't pay me to own another one.
DON'T BUY A ENGLAND STOVE unless you like staying pissed off !

OMG! So we bought a pellet stove at Home Depo. It worked great for a month then smoke would billow into the house and it would not shut off. This happened and happened and one day it would not happen then another day it would happen and on and on. I spent, no lie, about 20 hours on the phone with support, over the course of a month . This was in a rental unit and it was about -10 degrees out., many nights with this being the only source of heat.! Finally they said they would replace it. I had to pay the guy who installed it to drive over an hour with the old one in the car to get the new one and pay him to install it again. And the same flippin this happened. I was nuts. I could not rent. I spent close to 1500 just for the repair man and he could not work it out. Support ever said, I do not know sorry. I asked for a full refund and money spent back they said no, we do not do that and there is not support to come look at it. The landlord was so so mad at me. He kept thinking I was doing something wrong. Right went we were ready to get throw it the heck away we called support one more time. The guy said - there was this covering of some sort that we could remove to have the air flow be better we did and it worked! It is not working today now with a renter so I just thought of how this stove sucks! Cost me well over 4500 with all the times I had to get someone in including the fire department at least 4 times!

I have owned my stove for 11 years, I needed to replace a blower motor. I went online, filled out the info for the part, placed the order. When I received it, it was the wrong blower. I went back online and e mailed their service department per their on line instructions, advised I had received the wrong part. 11 days letter I receive an e mail saying I had to call in and get an authorization # to return it and get the proper part. I called the number only to be placed on hold for over 25 minutes. I finally gave up, called again the next day, again on hold for 32 minutes. I finally called an alternate number, spoke with someone who gave me their routine excuses about call volume, how they spend time with each customer, they are getting calls from all over the world from customers etc. etc. I requested to speak to a manager or supervisor and of course was told no one was available. I have planned to replace this stove with a more modern one in the spring for the next heating season. I will not be purchasing another stove from this company.

Do NOT buy any products from England’s Stove Works, INC because they do not fix their products when they break and are still under warranty. This company’s products are sold by Dixie Builders Products on eBay and on the internet but I think they get most of their sales off eBay. BEWARE and DO NOT BUY products made from this company because they have NO Warranty, it is "AS IS" and you are on your own if the product breaks or stops working. I bought one of their pellet stoves, hooked it up and it is broken. I called their service people about getting the stove fixed and they said they don't fix the stove that I have to fix the stove at MY cost, or try to fix it myself. The only thing their warranty provides is the parts, not having a repairman come and actually fix the stove! This is ridiculous for a major appliance, that I HAVE to fix it myself or pay a repairman to come out and fix it for me, something that is only 3 months old and has only been used 2 times for 20 min.! I would have NEVER bought this pellet stove if I knew that when it broke I would either have to fix it myself or pay to have someone fix it! It is stupid and ridiculous to expect people to pay a lot of money to fix a major product that is still supposed to be under warranty and never really ever worked! This stove is not even 3 months old and is broken and they refuse to get a repairman in to have it fixed! Their excuse for not providing a repairman is that they don’t want to be responsible if the repair person does something wrong and burns down the house but that is stupid logic because they want ME who knows nothing about fixing pellet stoves to work on it and I would be more likely to do it wrong and burn the house down. BEWARE, do not buy anything from England’s Stove Works.

Five words. DONT BUY THIS BRAND STOVE! I used this stove model 50-TNC30G for half a season ( 2 months) without any complications except for the need to physically stuff a pellet in the auto igniter hole to get it to light. It was cleaned out everyday with a soot vac. 2 weeks into the next season the auger motor burned out. When I called Customer Service they told me it was not in warranty any longer and the motor would cost $325.00. I had it for exactly 1 year 1 week. It comes with a 12 month warranty. They were rude, arrogant and didn't care that I had used it for only 8 weeks. I filed a complaint with the BBB and Lowes. The BBB final resolution was the company was in the right because the stove had a 12 month warranty and it was a week out of warranty. Lowes however agreed to replace the defective motor. When the Lowes Store Manager contacted New England Stove Works he was told that the motor had to be purchased by Credit Card or COD. They would not bill Lowes for the part, one of they're largest distribution customers! The manager was given approval by Corporate HQ at Lowes to purchased the part on his own credit card rather than waiting for Lowes to go through the process of creating a PO number for a COD purchase which would have taken a couple of weeks. He got reimbursed for the purchase by Lowes. When the motor arrived you could tell right out of the box that it was a much improved part. the barrings were sealed and the motor was much larger than the one that failed. It's clear they know they have a problem with the existing motors or they would not have upgraded them to the newer model. They wont sell you just the motor, you have to purchase the entire unit. The next year the fan blower motor failed. I found a motor at a local store and replaced it. The stove now makes a lot of noise, It rattles like crazy and I've had to stick would in between the back cover to silent it down a bit. The only way to get it to light is to stuff a pellet in the igniter hole and pile some pellets on top of it when you start it. I've had it for 2 seasons and I wont have it a 3rd!

Do not buy a stove from england stove works! Sorry product! Sorrier customer service! Especially during winter months. Purchased an englander stove works pellet stove from home depot. After the installation, the auger only works part of the time. After each use, we have to empty the pellets out of the hopper, cajol it, shut it down, wait several hours, and try again. After many, many attempts surprise! It works! Only to redo all these steps the following day. I tried calling the customer service line, but only was put on hold for over 30 minutes on multiple occasions. The last time i called i received a notice that the line had been disconnected. I emailed the service dept twice and received a response directing me to call again and use a certain extension, only to receive a voice mail and be placed back on hold.

I just recently purchased a brand new England Stove model: 25-EPI and had it installed by a professional, certified installer who also happens to be a firefighter! After installation he could not get the fire to ignite. He suggested I call the manufacture and here is where the story begins. I am a young individual however the individual on the customer service side did not realize I suffered a stroke. I was instructed I needed to PULL the insert out from the fireplace. I said you have to be kidding me, and he insisted that I try to move the stove so he could assist me. I was finally able to do this and I was on the phone for a good 1 1/2 hrs with the customer service tech. It was on this call and this is very important to know, this company DOES NOT SUPPORT TECHNICAL ONSITE SUPPORT. These stoves are manufactured for the end user, yes that is right you to do all of the mechanical fixes via a telephone call with the customer service tech on the other phone. I was told if they need to mail me a part it would be my responsibility to install it, of course with their help. Had I know this I would have never EVER purchased this manufacturing brand. To me that is not a warranty. So now it has been 2 weeks and the stove will still not light and it is the first week in November in New England, yes it is down to the 30's at night now.

It was also on this call I was told I can simply just light the stove manually, of which I replied again you have to be kidding me this is a brand new stove of which is still covered under warranty. No reply to that one.

I should also mention that the small town supply store that I purchased this stove from tried to stand behind the product even if the manufacture would not, however after the store sent their service tech to the house for 2 hours of non billable labor, they have pretty much told me at this point I have to go through the manufacture technical support center for further assistance.

I tried calling again technical support to get a manager on the phone, where I was put on hold for 30 min without a tech picking up and therefore hung up. What triggered this call today was the manufacturers tech told the store I purchased the stove from now I need to have a fresh air intake installed in my chimney. Upon hearing this I called the professional installed where he commented he highly disagreed and would be completely surprised if this in fact resolves the fact that the igniter is not close enough to the collection pan for the pellets. I can't even see the red glow when the collection pot is installed and the unit is running. Installing this new air vent will run another 150.00 approximately in the chimney and the installer does not believe this will resolve the issue. Therefore I will call back England Stoves tech tom and request to speak to a manager to find out the next step after I have this vent installed and it STILL will not light. In the mean time I am continuing to spread the word that this company has EXTREMELY POOR CUSTOMER SERVICE and beware when you purchase one of their stoves. If you are not a handy do it yourself individual, this stove is NOT for you. I will post again after I get the managers reply to my comments. Wish me luck!

A brand new, never out of the original packing, wood pellet stove by the above manufacturer was given to me. In anticipation of this I purchased two tons of wood pellets from a local company for $650. The stove was removed from the original packing and installed in my home by a Maine licensed electrician. I am on disability and this gift was a most welcome item to be receiving before winter.

I went through the Installation & Operation Manual to get a good understanding of how to to do the "dry run" and then actually load he hopper and have the stove start up and run. The first burn lasted maybe a half hour and did that feel good on a cool and damp day. All of a sudden the fire went out and there was an error message (failure to start) on the computer panel.

I called the manufacturer and spoke with someone in the company's technical support area. I tried to explain to the gentleman that I have rheumatoid and osteoarthritis and my hands, wrists and arms are no longer very strong and they don't function properly due to the arthritis damage. It was like I was talking to a post. The man told me I was to to empty the hopper (40 lbs. worth of pellets)and get as many of the pellets out of the stove as I could and call him back at their "800" with his specific extension. I did that.

He then told me to do a couple of more things and call him back, etc., etc. I could not do what he was asking me to do so I hung up and cried. Now what am I going to do?

I called all of the local stove dealers/repairmen in my area. They told me "sorry, I am booked until January", "sorry, you didn't buy it here we don't service it", the local vendor where the stove was purchased said "sorry, we only sell them we don't service them".

So, to make a long story short I am here asking for your help. It would be much appreciated.

well their customer service and warranty sucks.
But we all have federal protection if you WILL just use it.
title 15 chapter 50 United states code, comon name Moss magnuson act (google it)
They can NOT make you pay for repairs under warranty, They must reimburse you.
You can file a small claims in your local courthouse using this act.
My second stove acted up last month. sent bill for labor, they ignored.
My small claims will be filed tomorrow (3/30/09)
If we flood them with lawsuits, they will change how they do business, or maybe we will bankrupt them and get them out of business.
I don't care which way it goes.
But get off your behinds, and file against them.
Under federal law they have to pay you your lawyer fees too. But you can file yourself or with a legal aid help.

I ordered two parts because thats what I was told was the "potential" problem. It turns out now that the blower fan is fine and now I'm stuck with a bill from UPS that I was never made aware that I would even recieve they told me a total cost and that was not included. Now do I try to send back this expensive part and get charged yet again? I now am stuck with a bill from UPS FOR 78.00.

Unhappy