Absolutely the best! I couldn't have asked for better service. I called to order an Egg as a wedding present for my uncle and they delivered it the same day. Boy was he shocked! Thanks Brad and Chris for your service!
(I originally posted this last week, and it appeared on the website for only a few days before it was removed...this is a repost.). Grab a cup of coffee because you will want to read this twice before doing business with Hearth and Patio! I only gave them one star because that was the lowest rating...The Saturday after Thanksgiving we purchased a set of Hargrove radiant propane logs for just over $1200.The salesman said they only had a "couple of sets left in the back" and could install on the following Tuesday, 11-29. When no one showed up on the 29th, I called the store and they told me they had forgotten to put me on Chris' schedule, but that they could install on Thursday, 12-1. On Thursday, Chris called and told me that they didn't have the exact logs that I needed in stock, and had ordered them from their distributor, and would install on Monday, 12-5. Then I got another call that FedEx had not picked up the order at the distributor. On 12-5 Chris called and said that only the logs had arrived and that the burner grate was being sent asap and could be installed Wednesday, 12-7. On 12-7, Matt called and said that FedEx had tried to deliver before they opened and did not leave the package. Install was moved to 12-8, and on 12-8, Matt said that FedEx had shown that they refused delivery and returned the package to North Carolina, but that install could happen on Monday, 12-12 and that he would do the install after he left work. On Friday, 12-9, Chris called, and I mentioned the 12-12 install. He told me that he would not be able to get to it until later in the week, that Matt had "other appointments" and would not do it 12-12, and that he (Chris) only had custody of his child every other weekend and it would be inconvenient to do it on Saturday. Matt had told me on another occasion that an install date would interfere with his wife's holiday practice because he was supposed to watch the kids. People who know me would say that I am probably the most patient person you will ever meet...even Matt and Chris told me in every conversation how much they appreciated my patience and understanding...right up until the last two conversations that I had with them on 12-8 and 12-9. At that point it was as if they were intentionally trying to get me to cancel the order. They would comment about how much money it had cost them to have my install rescheduled so many times and then not be able to do it, and how much money they were losing out on. No apologies for the six days that I had shuffled my own schedule around to be available for the installation. Both of them would say that it would be fine if I just cancelled the order, even though I explained to them that I was trying to meet a deadline, and I was now in the position of having to just hold out til the rest of the pieces arrived. I finally lost my temper during the last phone call on 12-9 and cancelled because even though I had paid for the logs they would not have them shipped directly to my home to avoid any future delivery problems. After I cancelled, I called the Hargrove Company's main headquarters to get the names of any other retailers in the East TN area, and guess what they told me? There are NO RETAILERS in East TN. HEARTH AND PATIO IS NOT ON THEIR LIST OF TN RETAILERS...
Excellent products and service. I bought a BGE here and deck furniture. Prices are equal or better than other stores that sell the same products.
Moved into a new home and our gas fireplace would not work. Spoke to several people who said we would have to purchase a whole new unit or have new gas line etc. After seeing the showplace of Hearth and Patio, this would be the place we would want to purchase a new fireplace if it was needed. My husband talked to Brian Wright, and scheduled him to come to our home to check the unit to see if we needed repairs or a whole new unit. He could have taken advantage of our ignorance, and sold us a new unit. But he did not. He cleaned out the fireplace cleaned up the logs, explained to us about each step and what was needed. Within 40 minutes of his arrival we had our first fire. House-call, parts and cleaning all under $100! We are very pleased and will highly recommend Brian and the staff of Hearth and Patio.
They are unable to provide a written estimate on anything. They have no customer service. They are unable to track customers or inventory. After calling ahead and confirming that what I needed was in stock, they were unable to give me a price for it at any time, when I arrived to purchase it, it was broken, and they had put it together to conceal it. Completely incompetent.
Hearth Patio is a US Furniture Store based in Knoxville, Tennessee. Hearth Patio is located at 9347 Kingston Pike, Knoxville, TN 37922, USA.
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