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Ordered 140$ worth of chimney parts for my pellet stove, almost every piece was barely packaged with any stability. The parts bounced around so much that the box was torn and broken and parts were less than usable. Probably the worst online shopping experience I've ever had and I do 95% of my shopping online. Of course, their web site included a nice disclaimer stating they are not responsible for shipping damage, well yeah I'd put that on my store too if I didn't know how to package a product worth [censored].
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This company took my 798 dollars and I have NOTHING from them at all but heartache. Stay away from them. I ordered the wrong fireplace from them called and told them and they have kept my money with no response to me, my credit card company or the Better Business Bureau of Chattanoogo.
Merchandise received damaged or not received at all and company does nothing. STAY AWAY. Intend to file complaints with BBB, TN State Attorney General's Office. They won't be in business for much longer. Read their reviews elsewhere. Everyone has same bad experience.
Hearthside refuses to honor warranties and will not follow up with customers. Stay away from purchasing any products unless your not worried about good products.
Hearthside recently sent a comment in about an apology stating that medication played a role in negative reviews. This could not be further from the truth and shows the type of character that is running this company.
I did not write this and do not endorse this type of behavior from Mr. Tinsley.
I had the same experience. The fireplace came damaged and they claimed it was done in shipping and that I didn't buy insurance. The fact was that it was defective from the manufacturer. After days of complaining, they finally agreed with me and submitted a claim. Then I waited and waited and waited. I got the sense that they were hoping that I would go away. Not me. Finally, they shipped me one from their stock, after they claimed that they didn't have any in stock. The only reason that they sent a replacement was because I threatened to call my credit card company.
These guys also do business as Hearth & Grill Sales LLC
I purchased a bunch of direct vent flue components for my gas stove.
They arrived quickly and the outer boxes were in good condition... HOWEVER...
One of the 48" lengths of flue pipe was obviously USED.
Unlike the other lengths of vent pipe we received, this one length was missing the cardboard end caps that protect the pipes from dents and damage.
It had packing tape wrapped around it (that would smoke and off gas once put into use).
The internal spacers that held the inner pipe in the correct position were missing.
Without these spacers it is impossible to connect the sections.
I was forced to seek a resolution and refund through PAYPAL, which they immediately agreed to.
You can see by the images, what a USED and NEW part look like.
Used - bent, scratched, and damaged, New: shiny, crisp, spacer intact
I contacted the firm, sending them pictures. They denied sending a USED or defective part "it must have come apart in transit" was their excuse.
But the outer boxes were in perfect condition and the packaging and parts were no where within the box - PURE BS.
They refused to ship a replacement part, instead insisting on "sending the spacers over night courier."
5 days later - no parts.
Our project is on HOLD until the parts arrive.
When recontacted, they could not provide a tracking number for the overnight shipment (that never occurred).