The Fireplace Den

My wife and I wanted to convert our 50 year old wood burning fireplaces to gas with gas inserts. From start to finish Fireplace Den were great. They answered all our many questions and gave us various options for finishing panels. The installer was great and really knew his stuff and everything went off without a hitch. I would highly recommend Fireplace Den to anyone looking for a gas fireplace.

These folks are consummate, seasoned, highly competent professionals across frontline reception, project coordination, customer relationships and technical delivery from initial contact to quote preparation stage to execution of install, fireplace wall-facing renovation and system set-up orientation. FireplaceDen is on a growth curve, evidencing the calibre of their business model and capacity to deliver successful projects. Many thanks to Brian and Lori for their informative help, frontend advice and coordination on our residential strata/condo project involving removal and replacement of our former era gas fireplace. Their technical team (Derek, Elijah), supervision (Lance), and sub-contractors (in this case, Don -NIR Construction) have been exceptional to work with, very accommodating, highly professional, safety competent and clearly talented in all aspects of our project. We are grateful to have visited their showroom and selected them following a review of service ratings, and we highly recommend their products and services. When they learned of an unanticipated breakdown in our HVAC-heat pump system in the final days of this winter project, they expedited the commissioning of the new fireplace to assure our heating needs. We were clearly in good hands on all fronts.

These guys are great to deal with. Had the stove we wanted in stock and provided all the right advice. 4 days from walking in the door to stove installed in our remote cabin and working beautifully. Lance and Derrick did an excellent job of the installation and were very receptive to our particular wants and needs. Highly recommended.

The worst experience of any local store I've personally had in Kelowna.My story on Aug 18, 2021 purchased an Amantii BI 60 electric fireplace. Was originally told they had it at the warehouse. Waited till Oct 8, 2021 to have this installed. The fireplace looked great, however the installer noted that this was not a new fireplace. The box was repacked, the BI 60 was scratched out with black marker and replaced with BI 50 on the box. Inside the box there was no manual, remote and missing media. After carefully looking over the original invoice we had paid for an Amantii BI 60 and was given a Amantii BI 50.Contacted the store with no call back. Had to drive down to explain the situation on Oct 14, 2021. The front counter person refered me to Lori who in turn asked for photos of the box and the fireplace install and measurement proof. This was provided and was told they will get back to me. Sent an email to Lori Oct 29, 2021 asking for an update. A response was given that I will be provided with the correct one and the installer with remove and reinstall at there expense.Nov 2, 2021 an email sent to me apologizing for the delay. Nov 8, 2021 another email sent to say the fireplace is at the warehouse. Jan 6, 2022 I sent email asking for an update. A reply was given again apologizing Jan 7, 2022.March 4, 2022 another email to Lori asking for an update as this has been ridiculous to say the least. No response at all.On April 1, 2022 the installer who was and is extremely professional arranged to have the new fireplace installed the following Monday. April 4, 2022 this was finally completed. The fireplace den never contacted myself to discuss this install or that it even was in there possession.I would not ever recommended this company to any one.

We had a great experience working with the Lori and the staff at the Fireplace Den. They understood the challenges we had trying to fit a fireplace into our build budget and we ended up with a great option at a great price. Their installers were professional and always on time. They accommodated us when we had special requests and helped us understand the permit process and steps needed to complete the job. Couldn't have done it without your help!! We'll be back for sure.

This review is 6 months late. I needed a part for my propane fireplace asap because I had a small window for repair. Fireplace Den had the part shipped from Vancouver overnight and I was able to pick it up within 24 hrs of my request. Customer service was exceptional. Courteous, was not made to feel like I had stupid questions (which I’m sure I did), and clear and quick communication on status of my part. Kelowna and Vernon store worked together very well.

Great Advice, Great Value, Great People. Gas fitter, Cody was a true professional and nice gentleman. We love our new look, which finally anchors the center of our Livingroom. I can sleep better knowing we now have a modern reliable safe heat source which has replace our old noisy cranky gas insert. Thanks Brian, Laurie and Emily.

The Fireplace Den has a beautiful showroom and a fantastic range of products. The level of service and knowledge provided by Brian was exceptional and welcoming. It was a huge advantage being able to experience and understand features/benefits of so many new/current models. Thank you!

overcharges hugefor basic service they couldn’t fix . charges $60 fee + $200 + tax for one hour service call to fix a leak on a new fireplace

Cody came to our home to do maintenance on a fireplace we purchased from the Fireplace Den. We were so pleased with his work. He was very personable, efficient and knowledgeable. We highly recommend him to anyone looking to have their fireplace serviced.