Suburban Fireplace & Patio: A Shopper’s Perspective

Why You Should Visit

• Expert Advice and Service: You’ll find highly knowledgeable staff who take the time to understand your needs. They offer sound advice, educate you on options, and make excellent recommendations, going above and beyond to find solutions that fit your budget and home. One owner, in particular, is known for her honest and informative approach.
• Competitive Pricing: While some products are available cheaper online, their prices are often competitive, especially considering the level of service received. You can expect to find fair prices for a range of products, including gas logs and fireplace inserts.
• Wide Selection: The location offers a great selection of patio materials and building bricks, as well as wood stoves, gas logs, and other fireplace related supplies.
• Professional Installation and Repairs: The installation team is courteous, efficient, and highly skilled. They can handle significant fireplace modifications and provide comprehensive services, including cleaning, repairs, and conversions (wood to gas). They even successfully salvaged a situation where another company had grossly overestimated repair costs.
• Troubleshooting Expertise: Staff can diagnose and resolve fireplace issues efficiently. In one case, a simple cleaning fixed a problem that another company had said required a complete replacement.

Why You Might Consider Alternatives

• Inconsistent Customer Service: Be aware that some office staff members may lack customer service skills. Experiences have ranged from profiling customers to being rude and dismissive.
• Parts Availability Delays: Ordering parts for wood stoves can take weeks, especially if you are not paying for installation. This may significantly delay project completion. The store’s response to this issue was not well-received by at least one customer.
• Pricing Discrepancies: One customer reported a significant discrepancy between the quoted price and the final sale price of a product, coupled with unhelpful and rude customer service from the sales staff during attempt at dispute resolution.
• Estimate Fees: Be prepared for the possibility of a charge for estimates, although this was not the standard experience across all customers.