After realizing that there was a problem with part of our fireplace, we contacted Hearthside. There was no reply for a month or two. We contacted them back. Then, they told us we would have to ship the current outer cover piece prior to receiving a new piece. We complained about this and asked why they could not send a new piece first so we would not be left without part of the fireplace for weeks. A week or so later, we received a call that there was a delivery for us, but we had to be home to receive it (another hassle). We finally received the new piece, but no one told us what to do with the old piece. After ~ month or so, we receive a note that if we did not return the old piece, we would be charged. We had to call and set up a scheduled pickup from another company. Then, we received a second note (from a "customer service manager") saying that we would be charged if not returned. This whole process has taken ~5 months to complete and has been a huge hassle. This is not customer service.
0 comments