Enchanted Fireside

Absolute worst experience dealing with this business and if you are reading this because you are thinking about purchasing a stove here, DON’T. Save your self the money, time and frustration and go elsewhere. When we went into the store, the staff was super friendly (obviously they want your money) and showed us what stoves they had available. We chose a stove and had them come out to see where and how it would fit in our house. Here is where the problems begin — they told us in order to have a stove we would need to put a pipe up the outside of our house all the way to the roof due to the distance between the windows not meeting requirements, so we wanted to think about it because 1.) it’s a lot more money and 2.) changes the appearance of the house on the outside. Once we thought about it, we realized we would be okay with that if we put it in a different room so the pipe would be less visible. Agreeing to have the pipe go up to the roof added an additional $ 500+ to our total which we did not intend to spend but figured the efficiency of the stove would be worth it. A coworker of ours heard about this situation and showed us his stove that was much closer to the windows than ours would have been and stated that there is something called a «direct power vent» meaning the stove can pretty much go anywhere. We were frustrated because why wouldn’t they mention this to us before as an option when they knew we were not happy about the pipe going up to the roof. I’ll tell you why, it’s less money for them. We emailed our sales rep about the vent and he said «well yes that is an option but not for that stove, you can come in and look at others» we would have appreciated that being told to us before we had to mention it and make it an option. After realizing the pipe would be the quickest, and easier option (so we thought) we went ahead with the piping. They set up the installation time which had to be cancelled due to weather and pushed it out a week. A week went by and guess what !! They cancelled AGAIN. Mind you, having to keep taking off work is not convenient whatsoever but we dealt with it. When the installer was finally able to come, he said «the pipe doesn’t have to go all the way up to the roof, it only has to go up about x amount of feet, plus even if it did have to go up to the roof, they didn’t give me the correct piping to do so today» So to make sure you are still clear on what this means, we paid for $ 535 of piping that we did not really need. It’s a positive we didn’t need it but it’s ridiculous we had to purchase it to begin with. Enchanted fireside set up a time 3 days later for them to come and finish setting it up (they left both sides open exposing all the wires and internal components) and to show us how to use it. We just got a puppy who curiously kept finding his way into the stove. This is now the 4^th day we have told work we needed off, the NIGHT before, they called to confirmed and asked if the building inspector had come yet. The building inspector? No one ever told us he had to come before the finishing of the set up, and assumed he would come after. It had only been 3 days and the inspectors schedule is always booked far in advance. BOOM CANCELLED AGAIN! Had to call the building inspector who thankfully was super helpful and squeezed us in for the next day. He was there for all of 5 minutes to tell us everything looked great. Now because they cancelled, we had to push it out another week because that was all they had available. I asked if they had anything sooner to prevent our puppy for causing any damage to the exposed stove and the owner told me «no but can’t you put a box around the stove or the puppy in a box?» Yes, the owner said that. A week goes by, another day off of work, and we get a phone call the morning of saying the guy coming to finish the set up and get it running has the flu and can’t make it. We asked if there was anyone else and they said he was the only one trained in the brand stove we purchased. We are beyond done at this point and would rather figure it out ourselves considering it felt like it would be summer time before it was up and running. To our surprise, they came the next day and after almost a two month process our stove is up and running. Once they have your money, they could careless about the rest of the process which is most important. After reading this, if you are still considering going here, all I will say is good luck, and I told you so.

Our situation was very unique having bought a home with an existing gas fireplace that needed to be removed and replaced. Karen and Rocco (the owners of Enchanted) and Albert (our customer service rep) were incredibly helpful throughout the entire process. The product selection at Enchanted was much larger than other shops and the showroom is very well designed so you are able to browse and see many options before you choose a stove to purchase. I have recommended Enchanted to other friends and look forward to working with them on installing a wood burning stove next season!

If you personally did buy your stove from them they will not service it. I bought a used stove which the owner bought from them and was told they would not service it since I did not buy it from them.

Bottom line: Knowledgeable & professional, with competitive pricing.
We purchased a Quadra-​Fire Voyageur Grand wood insert in July 2014. The entire experience at Enchanted Fireside, from selecting the insert, to figuring out a trim solution that would work with our over-​sized fireplace opening, to the installation, was EXTREMELY good. We shopped around at 3 different Metrowest woodstove stores, and the expertise and pricing at Enchanted Fireside made for an easy decision. Highly recommended!

Terrible customer service. Once they had our money they basically stopped communicating with us. During the stove install their installer said our furnace liner needed to be replaced because co2 could be leaking into our house. Scary! We asked them to give us a quote to replace the liner. After many emails they finally came out to measure. A full month later and many more emails to Karen, Albert and their service department they respond to say that they can’t do the liner replacement right now. Maybe next spring?! Great. I guess if we die from co2 poisoning then it’s not their problem.
Take your money elsewhere. I know I will in the future and will tell everyone I know to do the same

When we decided to look into a pellet stove to lower the cost of heating for the winter, my first choice was Enchanted Fireside. We had very good luck with them at my old house in Millbury when we bought our 2 gas fireplaces so knew we would have no problems with them this time.
We talked to one of the owners of the business, Karen, and we decided on a very pretty pellet stove. They gauged which size and we chose a different finish. We signed contracts and was told in detail what we purchased and how much everything was individually. It went extremely well. We had them come out to do a hearth check to determine the correct area that would be acceptable code wise, what we would need for piping was determined also and we were happy with the chosen place in our home. So far so good.
Enchanted Fireside called us to set up the installation time and it was decided on early September would be the time. About a week before, we got a call from them saying there was a death in the family of the installer and it would be set up for the beginning of October. Very understandable and very doable. We got another call from them asking us to change the installation again. I told them I couldn’t do it at the time they suggested and so they kept it at the original one. Ok…
We then got another phone call from them 5 days before installation to verify the time and place. All was going well. At the end of the conversation, the caller said to me.“Oh and btw, just a reminder that you must pay the installer $ 575 for the installation that day.” Honest to God… that was the FIRST time we heard of any installation fees. We thought we had paid that with the stove. No other time did we hear about it. THAT was the disappointing part of dealing with Enchanted Fireside. If they had told us from the get-​go a ball park figure, I’m sure it wouldn’t have been so bad. We could have saved up and not been such a shocker on the fee amount. Why didn’t they tell us how much it would be when they called to set up the installation??? I don’t know many people who have almost $ 600 laying around to give out in 5 days. Bad way of business.
Btw…we did NOT have them install our stove. We cancelled it when we heard how much and my daughter-in-law’s Dad came out and installed it for us.
I would have given them 4 stars, but this was way too wrong for that. 3 is as much as I can go.