Custom Fireside Shops

We purchased a Harmon Pellet Stove from Custom Fireside and while the sales department was fine, the installation and repair department were unreliable, uninformed on their own products and completely disorganized. Thank goodness for YouTube which confirmed what we thought, the hopper was clogged, to which the Custom Fireside repair department said, "I've never heard of that...I'll get back to you" of course we never heard back. FYI other fireside stores will not repair your pellet stove unless they have installed it. We will shop elsewhere for sure

We have been doing business with Custom Fireside on Auburn Blvd. since 2014. We purchased two different fireplaces from them, and have been happy with our experiences…until now. After purchasing our latest fireplace, my husband returned unused parts, which were accepted by the store. He was given an invoice detailing the amount of the refund on 10/21/2025, and was told that we would receive a check for the $900+ refund. After two weeks passed and we had not received our refund, we called Custom Fireside and left messages on 11/3 and 11/29. Neither of those calls were returned. On 11/21, we were told that the refund check would be mailed, and that it would take up to 6 business days to arrive. On 12/3, the check still had not arrived, and we called again. We were told that the check would be delivered by a service person, because Custom Fireside routinely made calls in our area. On 12/5, we AGAIN were promised that the check would be mailed. As of today, it has been 7 weeks since Custom Fireside accepted the merchandise and promised to issue a refund check. The obfuscating and delaying tactics in issuing our refund are unacceptable. I have filed a complaint with the Better Business Bureau, and we won't be doing business with Custom Fireside in the future.

Ever since we got solar installed, we’ve been wanting to convert our gas fireplace into an electric one. Gas fireplaces are great, but for us it made sense to convert to electric. We could not be any happier with Custom Fireside. Rick helped us choose a Simplifire electric insert that fit our budget. I could not believe how easy the transition was from gas to electric. Rick showed us our options at their showroom. I could not be happier with Rick and his amazing team, who installed our new fireplace. The guys were efficient, respectful and courteous during the install and we could not be happier. The ease of just pushing a button to start up our fireplace, is so convenient. The one regret we had was, we did not do this sooner.