The Burning Log

We were looking at Gas Fireplaces. Adam was helpful and informative and gave us some good advice. He visited our home and gave us a quote. We ordered a fireplace and it was delivered to their store. Then we regrettably changed our mind and asked if we could cancel the order. Adam was most gracious and cancelled it with no penalty. We felt badly and asked him to to take a penalty payment but he did not.

7 phonecalls, 3 voicemails and 2 emails. We spoke to an agent twice and both times we were promised calls back and brochures. This never happened. Like other reviews here, it's like they don't want your money and are beyond rude. So disappointing.Avoid.

I called because I just broke my fireplace glass door. The gentleman that answered, a Friday night at past 5 O'clock, told me that he could order one, but to call a local glass shop would probably be cheaper. I REALLY appreciated his tip. When money is a result, not the goal, people give the right answer. Sir, you have all my respect.

We recently purchased a fireplace from Burning Log and had a positive experience! Despite the fact that we couldn’t visit the store in person due to Covid restrictions, Adam was very responsive, helpful, and knowledgeable on the product that would be best suited for our home. Adam answered our numerous questions through email and phone, and made sure we had everything we required for installation. We made a mistake in measuring our space and originally purchased a fireplace that was one size too big. We contacted Adam and he exchanged our fireplace for a smaller unit with no questions asked, he even personally delivered the fireplace to our home.As well, we had completed a lot of research on suppliers and pricing in the area for gas fireplaces and Burning Log had the best prices by far.Overall, we’re happy with our purchase, the customer service we received, and would definitely recommended Burning Log to anyone looking to purchase a fireplace for their home.

I recently had a problem with my wood stove ( osburn 1600 ) that i bought 16years ago from the burning log , i called Adam at the store ( burning log )explained the issue i had , he called the manufacture ( osburn)of the woodstove originally a BC company ( now bought by SBI in quebec) the manufacture sent me a email asking for pictures and info regarding the problem i had , Adam from the burning log kept me up to date on what the manufacture was going to do to resolve my problem with my wood stove, it took about 10 days before the manufactures enginers came to a conclusion that it was a manufacture deffect , ( the manufacture gave me two options repair the stove (free)or for a small price replace the wood stove )( i went with replace) Adam from the burning log ( store ) contacted me saying the manufacture was sending me a new wood stove with the shipping details ,i got my wood stove delivered right to my door ! , once set up i noticed that my original optional fan ( from the old wood stove )didn't mount on the new wood stove ( slight change in the mounting ) i contacted Adam from the burning log and he took care of this by shipping me a new fan for the new wood stove . Now thats service ! You don't see this kind of after sales service 16 years after for a warrantee defect !Thanks again Adam from the burning log (ottawa store )and SBI ( manufacture quebec)One happy customer !Don

Great experience buying and installing a new gas fireplace insert. Very knowledgeable, helpful, and friendly staff. Highly recommended.

Hi, This is in response to your reply below:I was actually unable to get a quote in-store despite being the only customer - I was told to send an email after I left, and I never did get a response. Please see the attached photo. The reason I am replying to this is to give you an opportunity to improve for future clients. I have since purchased 3 fireplaces from Clean Sweep in Perth. Thanks.No interest in selling me a product. Would not give quotes in person - told to send email and still haven't heard back (so obviously not a same-day quote which is advertised on the website)

Great service and responsiveness. Whatever you guys are paying Adam is probably not enough. What a joy to deal with.