We placed an order on December 27, 2023. We were told our fireplace would take 8 weeks. Phil subsequently came to our house and supposedly took the necessary measurements. However, when we contacted him in March to see if our fireplace had come in, he...
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We placed an order on December 27, 2023. We were told our fireplace would take 8 weeks. Phil subsequently came to our house and supposedly took the necessary measurements. However, when we contacted him in March to see if our fireplace had come in, he told us that he needed another measurement. In other words, the order had not been placed. He promised that the fireplace was still coming. It has now been nearly 8 months and we are still waiting. We have received sporadic emails designed to string us along, but nothing concrete. Although Phil's sister, who works in the store, has been very kind and solicitous, she is never knowledgeable about order status and we have had to repeatedly chase Phil down in order to get an update. He doesn't respond to emails unless you physically go to the store and cause a scene. No matter now, as it appears everything he has told us has been one lie after another. Judging from some of the other reviews, this is a common theme. Yesterday he responded to an email regarding the status of our order and instead of providing the tracking order for the fireplace that was supposedly shipped on August 9th, he told my husband he was unavailable due to a family issue. I thought this seemed strange so I called the store. It says the number has been disconnected. Perhaps they are going out of business? Whatever the reason, I'm so disgusted and appalled that a local family business, whom we supported and tried to give the benefit of the doubt at every turn, would string us along like this for months. I was really looking forward to our fireplace and did not want to believe that someone could be this dishonest. We are in the process of negotiating our refund with the credit card company. What a headache. Do not order from this company.