I believe that the character of an organization is measured by how well they handle problems, and Hearthside did well by that measure. Pre-sales support was good, and I ordered a patio heater and fireplace. The fireplace insert arrived and was fine, but the remote control was not what I expected. They promptly shipped me a new, different remote control. The patio heater that arrived was not the one on the web site. They promptly paid for the return and shipped the correct one. One of the parts arrived damaged. They had me take a photo of the part, went into their warehouse, and promptly shipped me a replacement part. So there were problems, but in my case anyway, they handled them as I would have hoped and expected.
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