Heritage Hearth Products Ltd

This store is the most frustrating business to deal with. Once you have bought the product it is nearly impossible to get good quality service for parts needed. My own experience has really tested my patience in getting someone to call me back after leaving several messages and then actually driving to the store to find out why and if the part I ordered was even ordered and it wasn’t but assured it would be and in the following week, so far nothing and no phone call to advise on the status. When I got to the store there was paperwork everywhere and having to give all the information again certainly not giving me a good feeling. Al who works there seems to be the only one who knows anything at all and the others are very disorganized Good luck to anyone who buys from this establishment!

I received exceptional customer service today while dealing with Gary, he took substantial time to educate me on my existing stove. It was evident Gary was passionate about not only the products he sells but the industry in general. I highly recommend this business if your looking for an honest, locally owned company, where you won’t feel pressured to make a purchase.

Al Carrol came to visit (twice); all kinds of promises about how he could help me out with a wood stove debacle... And never, literally ever, called me back. It's been at least 6 months since he was last here, not for lack of trying to reach him. Including having my husband call as a new client"

Heritage Hearth has the worst customer service I have ever experienced. Unless you spend 1000's when you go in the store nobody even looks at you. I am waiting for replacement gaskets now for three weeks. I was encouraged by Gary to buy a generic brand instead of the one made for my stove. Messy job but installed and it does not work. Now waiting on actual part. Several calls, no response. I am frustrated as they are the only vendor of the model stove I have as it was in the house when I bought it otherwise I would not step foot in the store. I will look online and buy in the US and pay duty rather than go through this again. If you're purchasing for the first time do NOT shop there. Honestly you will regret shopping there!!

Friendly, knowledgeable staff helped us to find a stove that suited our household needs. A neighbour of ours recommended this store after he had a stove installed in his place with happy results (over seven years now). We have had it for two years, and it is the best investment that we have put in our house. Installation was quick and efficient, installed by a couple guys who worked more than ten years with this company. Surprisingly they also had nice things to say about their boss.I am surprised to see the bad reviews, which convinced me to write my own review. We all know that it is much less likely for a happy customer to write a review.

I had the team at heritage move an existing propane insert from my basement to a location on my main floor. The quote was cheaper than the other quotes I received. When the guys showed up at my house they were professional / polite / made sure their work area was protected and was very careful not to scratch my flooring and protect the surroundings. they cleaned up any mess that was made. When the job was done I was very pleased and the final price was less than $100 from the original quote. I would use Heritage Hearth again and highly recommend.

Sales and initial install was good, should be when spending 5k +. After service has been awful. Needed a small adjustment after install to prevent the door from swinging open, calls and emails were not answered and voicemails where not replied to. Took a few months to have someone come out for a 5 minute adjustment. Now the insert has developed a crack in the firebox, have spoken to Gary and another salesperson and sent photos of the damage, no appointment for inspection has been made or any follow-up call done, this has been over a month now.

Never even went to the showroom,Due to the COVID situation, so with a few emails backAnd forth and a few phone conversations with Roy Farrow, I went with his advice on a Regency insert.The installers turned up, and by midday I had a wonderful game changingBeautiful fire, so pleased with the whole process and the end result.Thanks Roy

We had an old wood stove that the insurers were being difficult with. Heritage was really helpful. They showed us their showroom models, explained the options clearly and when they came out to look at our old stove, did not try to just push to sell us a new one but explained what they could do to get our old stove back into compliance. We eventually ended up purchasing a new one from Heritage as the insurers were still being difficult. Installation was prompt, they were polite and left the place very and tidy. Service has been great overall.

No after sale service... Great place if all you want to do is buy something. But keep your fingers crossed you don't need service afterward, if you do you will be contacting someone else. Called 2 weeks ago to get a service call scheduled and still waiting for them to schedule one.. Called again and had to leave message and still waiting to see if they will actually call me back. Should have taken the hint earlier in the year when i had trouble getting replacement fire logs