Condor Fireplace & Stone
Non-existant customer service

Purchased a $275 fireplace screen from Condor. Didn't use the screen promptly because I was constructing the fireplace my self. When I finally opened the box, the screen was smashed.

I called Condor about the problem and they said it had been too long, I could have damaged it during installation and the warranty was expired. Again, I accept responsibility for the warranty issue. But I told them I could show them, by inspection records, that I had only recently installed the fireplace. There response was "Well, it could have been damaged in your garage". That's true, if you want to assume all your customers are inherently dishonest cheats. However, they told me they'd check with the manufacturer to see if they were willing to do anything.

I waited 6 weeks for a return call. Nothing. I left another message. 2 weeks later, no call. Left a message for the Manager. 2 weeks, no call. Called a left at message at Condor's parent company. 1 week, no call.

Look, if someone would have called and said "We checked with the manufacturer and they're not willing to help you out"... OK, I wouldn't have been happy, but I could accept responsibility. But I spent nearly $3,000 on a fireplace with these people and throughout the process they were friendly until they got your $. When it came to deliveries, any questions or problems like the above, I might as well have had leprosy.

Company: Condor Fireplace & Stone
Country: USA
State: Minnesota
City: Spring Lake Park
Address: 8282 Arthur Street N. E
Phone: 7637862341

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