Business Description:
5 164 reviews
Categories
interior design
Fireside Designs
1769 Riverdale St, West Springfield, MA 01089, USA
(413) 733-0910
http://www.fireside-designs.com/

Service

Will Recommend

Total Experience

Janelle & Edward J.

West Springfield , MA
Fireside Designs

Will NEVER go here again!

Hi,
We bought a Hearthstone on 01/20/18 and a couple of weeks later we were told the one we bought was not being sold by the retailer. So we picked out a new stove and was supposed to have it delivered on 02/08/18. The seond stove we picked out were told it was no longer available. So, we picked out our THIRD stove and we received yet another phone call on 02/07/18 (the day before our delivery date) stating the third stove was not available. I feel they should have offered us the floor model AND a discount. We still have no means of heat in our living room. All they could do was offer us an apology and refund us our money. We will NEVER shop there again. The worst customer service I have every experienced.

comments

I’m sorry to hear you had an unpleasant experience at Fireside Designs. This was not entirely our fault. We were relying on our supplier’s inventory and availability and when it came time to ship they notified us the product was ether discontinue or temporary out of stock with a lead time of 3 weeks or more. It’s close to end of the heating season and inventory time for hearth suppliers and they keep very little inventory in stock at this time of the year. We kept you informed at every turn. Yes I agree it was frustrating as it was for us but it was beyond our control. This was just a coincidental unfortunate incident in which you selected 3 different stoves and each one was unavailable. We did our best to service your needs for a vent free gas stove.
Do you think we enjoy doing this, intentionally taking orders, giving refunds, aggravating customers and receiving negative reviews?
We were honest & forthright and as you stated we extended a heartfelt sincere apology for the failure and offered you another opportunity to locate another stove or issue a refund. You were overly kind and allowed us yet another opportunity. The truth is you called back 5 minutes later and stated your husband demanded an immediate refund which we obliged graciously! What more could we offer. The display you mention was already sold to another customer or else we would have offered it to you.
Do you really think Fireside Designs reputation should be tarnished because of this subjective negative review?? I was dismayed you took this to the Better business bureau and other web-sites. For what? To get revenge for something that wasn’t our fault?
I guess is doesn’t pay to be honest & truthful any longer because all one gets in return is a negative review and with a lack of empathy.
Jean Peloquin Sr. CEO Fireside Designs

 Fireside Designs commented on 02/16/2018
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