Enchanted Fireside

Stay away from enchanted fireside Quadrafire stove fails once a year like clock work. When you try to get service it takes a month to get someone in your house and on top of that they charge you an upfront fee of 85.00 just to make an appointment. Do business somewhere else more

I bought a quadrafire from enchanted about 3 years ago and have had numerous issues that of course always happen during the winter. After buying it the control box failed and I was down for 3 weeks waiting for a repair person. Last year I had numerous issues that included a defective ignitor that caused me to be down for a week. I could not pay the 80.00 for an ignitor that I could get online for 35.00. Now my pellet stove keeps blowing fuses. I called enchanted and they wanted 15.00 for a 1.00 fuse! I bought a pack of 5 for 5.86 from Granger and guess what the piece of junk keeps blowing fuses. Enchanted can get someone out here in guess......, you got that right 3 weeks! more

I purchased my first stove back in '98. I have since upgraded to a new model and purchased a second stove for my business. With the three purchases the service and installations went very smooth, I would not shop anywhere else. This company makes you feel like family. more

I give these guys a thumbs up with the installation they did for my pellet stove. I usually do my own work, but this installation was going to be tough, up two flights of stairs and tucked in a corner. The installers were friendly and got the job done in a timely fashion. Will buy my next stove from them for sure. more

We have had our stoves, a pellet and a wood stove, for over 6 years. The service has been exceptional. Communication is clear and in-home appointments are always a pleasure. Will continue to shop here for all our home heating needs. more

We purchased our Mt Vernon pellet stove four years ago. Sales, service and all personnel were wonderful to work with. We schedule yearly maintenance and have no complaints, only praise. more

I recently purchased a fireplace from Enchanted Fireside and the experience was awesome up until the point where they cashed my checks and had to schedule the installation. I was initially told by the owner it would be about 4 weeks before the installer could get to me, but 7 weeks later they had not even scheduled the installation. I found it very strange how they could keep selling stoves and fireplaces, but not have any idea when the installation would take place. I have never heard of such a thing. Sounds to me like they have one person doing the installations that can't keep up and has no idea how to manage their time. It's not rocket science if you know you can install one or two a day and you know how many you have sold that need installation you can back into a date or at least an approximate week. Nope, they just can't seem to handle the basic math. I finally gave up and had someone else do the installation. It took them 2 minutes to give me a date and it was installed within a week. So, if you want a great selection of stoves and fireplaces Enchanted Fireside is a great place to shop...as long as you don't actually want to use what you purchase any time soon. more

What an amazing place. This is a store I would go into even I weren't in the market for a fireplace. My husband and I were greeted right away by the owner, Karen, and she sat with us and found out what would be the best solution for our fireplace needs. She explained the entire process from choosing our hearth, doors, accessories, time frame and price. more

We purchased our wood burning stove in September and also bought the optional ""Signature"" program because we thought it would save us some hassle. Couldn't have been more off the mark. The installer arrived just last week (now we're into January) and it turns out the money we paid to make sure everything would be done the ""right"" way was a complete waste of money. The custom hearth pad we ordered was not thick enough for the rear vent to line up to the hole that goes out to the chimney. So the installer had to create spacers to put under it and how our hearth pad looks like it's floating. It looks ridiculous. Prior to going to Enchanted my wife and I had taken measurements and we were surprised when they told us that we didn't need a thicker hearth pad. When we called to have them fix this problem, they said that our option is to hire them back to fix the problem. What?! Also, the Signature program includes obtaining the permit. The process by which this is handled is completely backwards. After our stove was installed we had to wait over a week to get the permit mailed to us. Enchanted has the permit mailed to them and then they turn around mail it to the customer (rather than have it mailed directly to the customer, who has to schedule the inspection anyhow). So here we are in January with temps in the single digits and a brand new stove staring at us that we can't use. more

I stopped in july 16th opening day. Very busy . Signed clipboard waited around 20 min. Listened to presentations and thought we had it narrowed down to best unit. Spoke with informative sales who directed us to best unit we also liked. Purchased all upgrades and were told del first week september. Stopped in to order pellets told back order now ready in March or April. When spoke of disappoinment told should still order as we would still need one eventually. Contacted mfr. directed us to Preston Trading post they delivered same unit September .Same equipment same upgrades 1,400 dollars less! Supply and demand does not have to be gouge and under achieve. I traveled extra 187 miles for better dealer. more

We deposited 2,000 on a pellet stove, was told it would be installed in 5 weeks. 5 weeks came and went with no communication from anyone at the store. I had to call again and again to find out what was going on. Installations are based on deposit dates, but they pushed us down the list due to ""permit issues"". See -we had given the store, at their advisement, the permit paperwork for the stove. They took 2 weeks to fill it out and mail it, and then told us that ""we"" were the ones that had taken longer than expected to get the permit. Uh, no- you guys were the ones that held onto it! Finally at 6 1/2 weeks the stove got installed. But there were problems there as well. The stove installation cost we were quoted was $500, then when the installer got to our house, he found that the stove installation would cost twice as much because of where it was going (needed extra piping etc). The store owner stated there was nothing he could do, that's the way the building inspector wants it. We told him ""no - that's not what the building inspector wants - that's the CODE!!!"". Usually a store employee is supposed to go to the house the stove is getting installed in and make sure it can be done - this never happened in our case. No one came out to tell us that putting the stove in would be more difficult and cost more. But, the store owner, tried to make this OUR fault and not his. We told him that he sells these stoves everyday, and should know the codes and look at each house to make sure what the costs will be before giving a WRITTEN installation quote. We will never buy from this store again, and CANNOT recommend it to anyone. It was truly a horrible experience right from the start. Pros: nice looking store... that's about it. Cons: service in store (need more staff), customer service, inaccurate in depicting true costs more