Website ordering sucks Website ordering process needs improvement! I intended to order a Superior louvered fireplace but the default was radiant. I ordered the fan blower assembly and nothing cross checked me since a blower won’t work with the radiant model. I ended up keeping the radiant because of the freight cost to return it and just returned the fan blower motor. You lost a $300 sale and it cost me $21 to return it. This could easily be fixed in the ordering process and you would have a happy customer. Customer service was great otherwise.

Knowledgeable staff Knowledgeable staff, returned phone calls when requested, worked hard to find the correct fireplace for my needs and applied discounts where possible. My salesman “ Nick “ was fantastic…..

I had several questions about quality… I had several questions about quality of brands, lead time, and pricing. They helped me decide on a brand, and them not recommending the more expensive unit. They even gave me an extra discount off. Could not ask for better service.

Online order was easy to do Online order was easy to do. The salesperson was very helpful in describing the ordered item and anything else I needed. All suggestions were very helpful.

We were sent a defective fireplace We were sent a defective fireplace. They started out helping us by sending some parts. Then they referred us to Dimplex to solve the problem. Neither company has fixed it. We are stuck with a very expensive non-working fireplace. Don’t buy from these people. UPDATE - North Country Fire asked me for my order details so they could fix the problem. I sent the details immediately (3 days ago) and they have not reached out to me at all to rectify the problem. Still very unhappy with this company.