When dealing with something I would consider a 'utility' I guess I expect a little more from a company when it comes to repairing a pellet stove.
UPDATE: I wanted to take a moment to follow-up on my initial review. We called Black Swan and arranged to have them perform the installation of our new pellet stove. William and Rob arrived actually a little earlier than planned (about 1/2 an hour) and were simply wonderful. I was at work but my wife was home and was truly impressed with their work. They were both very professional, courteous, and personable. The installation was great and then they took time to go over the operation, maintenance, and common questions with her. By the time they left, she was completely comfortable with the new stove and it has been running for about 24 hours now with absolutely no problem.
Look for reliable service elsewhere, they could not care less.
Lovely store with quality fireplace accessories
I understand that scheduling may get chaotic during colder seasons, but they flat out did not listen to us when we said we wanted to keep our appointment.
If you are considering a new pellet stove or fireplace insert, I highly recommend considering Black Swan. My experience with them has been nothing less than perfect. Great product, exceptional service, and a fair price have made this purchase a positive experience.
They always have the parts for my Vermont Castings stove in stock and at the best price. Excellent customer service and pleasant experience. Beautiful showroom and the website is clean and easy to search. Highly recommended.
Have had multiple bad experiences with them this season, including mis-scheduling to appointments where we needed our stove fixed while there was snow on the ground.
We have serious regret replacing our wood burning circulator since it has cost us more in repairs and pellets than our electric baseboard heating has cost us...
Upon entering, we (myself, wife and 2 young boys) walked past the front counter with zero acknowledgement. We passed a woman who works there having an indepth personal conversation with two people... after doing two laps around the store we stood at the front counter next to the people talking for about 5 minutes. My son needed to use the restroom, so we walked back by the woman talking (again) and headed toward the bathroom in the back corner. My wife took my two sons into the restroom and I continued to wait for another 5-6 minutes. Out of curiosity I pulled out my phone (while waiting) and looked up reviews to find others had similar issues. Once they exited the restroom I realized I had been in the store for nearly 20 minutes without even receiving a hello. Needless to say I gathered my kids and wife and began to exit the store, again having to pass the woman behind the counter still fully engaged in conversation... however this time I was acknowledged and asked "Did you find everything you were looking for?"
My advice... don't waste your time at this place, it's all smoke and mirrors.
Terrible customer service! Came here to purchase one, potentially two fireplace inserts, but left after being ignored for 20 minutes.
I have just read the reviews and find it hard to reconcile my experience with the ones noted on the message board. I have been working with Bob regarding the purchase of a new pellet stove and have found the entire team to be both professional and courteous. My wife and I visited the store on two occassions and were greeted at the door with warm smiles and hellos both times. During the purchase Bob discussed several key issues such as regular cleanings and maintenance tips, using good quality pellets, etc. and have truly made us feel comfortable with the purchase. I will follow-up on the review board after installation but so far I highly recommend Black Swan and have found them to be far better than you might believe from the review board.
I ended up at the Trading Post up the road, where I received excellent customer service and a ton of knowledge on my options for each of my fireplaces. I will certainly be moving forward with them.
Black Swan Fireside Hearth Home is a US Furniture Store based in Newtown, Connecticut. Black Swan Fireside Hearth Home is located at 182 S Main St, Newtown, CT 06470, USA.
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