Commonwealth Fireplace

I bought a wood burning fireplace insert from them a couple of years ago and was thinking about installing it myself, I’m glad I had them do it! I was very impressed with their professional installation, the house stayed clean and they gave me all of the info that I needed to operate it. This year I had my house converted to natural gas and wanted a new grill, I spoke with Bruce and he showed me a new type of gas grill (infrared by TEC), it was a little bit more money than the one I was looking at, but after listening to him and doing some research on the technology I went ahead and bought it. I was so impressed with the new grill and Bruce’s attentiveness that I went back in a month or so later and bought a new gas burning fireplace insert. I can’t say enough good things about my new grill and fireplace (my new «toys») as well as my experience with Bruce and the entire installation team. They worked seamlessly with the contractors who were already working on my house and explained everything about how to run it. It’s a dream to get home and press the remote control to light a fire that heats the livingroom within an hour (I keep the house at 58 during the day) without having to go outside, get the wood and start a fire! I will go back to Bruce and Commonwealth Fireplace whenever I need anything to do with grilling or fireplaces

This place is a joke. Hours are terrible unless you are unemployed and they will not call you back. I would go as far as to say worst customer service I’ve received in my life. Bought some logs from these people, told us we can pick up in 2 weeks. 4 weeks later I walked into shop and said where are my logs? They were sitting in the back but nobody had called to let me know. Next a part on the fireplace needs replacement, 8 weeks later, yes 8 weeks they will not return my call. Do not go here find any other place to go to. Joke, you guys suck

We had Commonwealth Fireplace install a large firewood insert into our fireplace. The crew was professional and polite. The installation had some complicated aspects to it, and the break in period took several weeks, but they were supportive throughout and after the installation. I had to return a part we ended up not using and they even stopped by our house to pick it up, saving us the trip back to the store which would saved me 1.5 hours. They continue to be supportive with customer service several months out and I have every confidence this would continue, should any further issues arise. The only thing I would say is that they could have been a bit more knowledgeable about my specific product and technical aspects of it. This is the only reason I took off one star, but in their defense, all of these local installation places make most of their sales from gas inserts, not firewood. I suspect they have only sold 1 or 2 units like mine in the last year and I’m not sure any other store in the greater Boston area would have known more. Despite some mixed reviews here, this is a top quality shop and you should not hesitate to use their services.

We ordered a cozy heat. Had a great installation crew. They were professional, polite and helpful.

Similar experience to others. I called and left messages three times in an attempt to make an initial contact but received no calls back. I finally reached someone who told me he’d call me to set up an appointment. That was two and a half weeks ago. I’ve given up and am buying from another company.

Terrible customer service! Have called many times to get my kozy heat fireplace serviced and told I’d be put on the list, forward my info to customer service, blah blah blah… that was 2 months ago! I’d even consider upgrading but I’d never purchase from this store after reading about and experiencing their total lack of customer service!!!

We had Commonwealth Fireplace design and install our gas fireplace in autumn of 2012. They did everything from advising us on which brand/​model would suit our needs to the framing, plumbing, electrical and even custom mantel. We are thrilled with our fireplace and their service. Anyone who sees our fireplace always comments on it and we give Commonwealth all the credit.

Bruce at Commonwealth Fireplace was awesome. They have an amazing showroom with a ton of fireplaces but he was able to help me pretty quickly pick out the right one for my home. They suggested an electrician and plumber who knew the products well and took care of the permitting process. The fireplace is beautiful and we are using it all the time. This is definitely one of the best home improvement projects we have ever done. Thanks to Meg for coming right to my home to meet the inspector for the final inspection.

They call themselves a fireplace shop? Place is a joke. Buyer beware!!!
They don’t return calls, they don’t offer repairs.
Guy on the phone laughed when I tried to coordinate setting up a repair.

No service post purchase — be ware of repairs.

Purchased a gas stove in early November, was told it would me installed within a week or two. Fast forward seven (7) weeks, no calls or emails returned, had to go in PERSON to get anywhere! Needless to say, dedmanded my 1800.00 deposit back and went to another fireplace dealer in Franklin. Purchased another stove, better deal, excellent customer service and it was installed in less than a week!
BUYER BEWARE!!!

We got our fireplace installed after purchase from this place 4 months ago. It was incompletely installed because some small part was missing. Since then its been a month and a half and we get no answers to our messages left or emails. The person handling the contact with the company repair at this store just happens to never be there. But lo and behold if you call as a new customer, he is right there. My last conversation with this store, the guy told me he would call me back at the end of the day with some update (AFTER a month and a half). And you guessed it… no response since. No responsibility. No customer service. Avoid this place.

We purchased our pellet stove from these guys about 4 years ago and experienced similar customer service to the other reviewer– no eye contact, no greeting, we had to chase someone down to help… but we persisted and went with them anyway because they were in a convenient location.
Now, 4 years later we are having issues with our pellet stove that is still under warranty and requires us to go through the original dealer in order to fix the problem. We’ve left 5 messages over the past 2 weeks and have received no follow-​up. Nobody answers the phone over there and nobody calls you back. Wishing now that we had gone elsewhere to purchase our stove to begin with. TERRIBLE customer service.

I went into Commonwealth Fireplace & Grill Shop this weekend, Saturday around 1:30PM. I had been doing my research on grills and knew which one I wanted for my dads father’s day present. I received a Valpak coupon in the mail for free delivery and free assembly, perfect timing!
There was an older gentleman behind the counter speaking to a woman and the other employee was a younger gentleman who was standing by the door with a younger couple and a child when I walked in. Neither one of them greeted me or looked at me to acknowledge I was in the store. The younger gentleman walked right past me to go look something up on the computer. No smile, no nod, no someone will be right with you, no excuse me as he brushed right by me, nothing.
After 15 minutes of that, I started dangling my keys to get some attention, literally 3 feet away from the counter staring at both of them. Finally I said «Hi! Are you two the only ones here?» the younger gentleman replied with «someone will be with you shortly». After waiting a tiny bit longer, I left and went right to Poirier where I was greeted with a smile as I walked in. I can certainly wait to be helped, but to ignore me completely as I was standing in the open showroom for 15 minutes is ridiculous, a nod would have sufficed, they were acting as if I was invisible.
Poirier showed me A+ customer service, they honored the coupon I had for Commonwealth Fireplace & Grill Shop for free delivery and assembly and provided me with exceptional customer service. I had done my homework, so I already knew I wanted to buy a Weber Genesis Grill S310 stainless-​steel and a grill cover.
What could have gone into Commonwealth Fireplace & Grill Shop’s pocket went in to Poirier’s pocket, learn some customer service!