The Fireplace Factory — Attraction in Town of Hempstead

So to continue the thread to the response from the owner to Jonathan and Laura down below, see enclosed. This was our whole text correspondence. Two separate text groups. One with the office. One with Zack the sales rep directly (two photos at the end). Zack told us on July 6th the day we were suppose to receive the delivery (not on the 3rd as the owner indicated below), that one of the items were on backorder. Then ignored my texts the following week. You can also see in the photos that they sent me two delivery confirmations (June 10th and June 19th) which they explained were errors. One can be seen in texts. The other one they called me and explained was an error, I assume bc they didn't want to put in text a second time. It took them till the 26th to figure out that there was some sort of issue internally. Somehow went from being told one item was on backorder on June 6th, to it being two items on backorder on June 11th, to it being three items on backorder on June 12th. This is all well documented. The disorganization is beyond me. I called on the 26th to speak to a manager. No call back. I called the 27th to get info for my mason to see if he can continue without the appliances. Was told someone would call me within 15 minutes. No call back. I emailed on the 30th as you can see in photos, they tell me they didn't get my email. My sales rep Zack told me he tried calling me last week when I called for a manager, not sure who he called but I am on my phone constantly. That's a complete lie. So now while you're acting like the victim here below by saying "you were notified of the backorder and now you're blaming us", you can clearly see by all the proofs provided that your company was completely at fault. You can say what you want about your 250 reviews with a 4.9 star rating, that was not the same experience we had. Maybe next time instead of responding the way you did, you take accountability and maybe offer to call us to see where everything went wrong. There’s obviously an issue internally since someone else just posted about a similar issue. Our 4th of July plans have been sabotaged due to the incompetence we’ve...

An absolute horrible place of business. Just awful. My husband and I went there on Monday, June 2nd to purchase outdoor appliances. We were assisted by Zach who said everything would be delivered by Friday June 6th. Nothing was delivered by Friday. So we had to cancel on our mason who couldn't complete the job at our house until the appliances were in. From here on, we got the run around on when they would be delivered. They would blame it on the manufacturer....They would blame it on the truck .... I can literally go on and on with the BS they gave us. Then we got a half delivery lol. We were missing a cabinet, drawer, sink and faucet and we then got the run around on those. Every time they said it would be delivered, we would line up our mason thinking he can come back to complete the job but nope! We had to constantly cancel on him because our items never came when we were told it would. We had plans to have a 4th of July party that we had to cancel. You would think that at some point that a manager would call us and apologize but nope, in fact we even asked to speak to a manager and never received a call. When the incompetence/service is this bad, you would think that a manager would not only call to apologize but would make it up to you by providing a discount for such poor service but NOPE! We got neither. We paid for all of our items in full but that's okay. Our friends and family who were all supposed to come to our party now know about the horrible experience we've had here and I hope that with this review that many more people on Long Island know about our experience and make the decision to stay far away. They literally do not care about the service that they provide. Oh and btw, we were told that the remaining items would be delivered today (July 3rd) and we only received one item LOL. When we asked about the other items, they gave us some more BS and said that they would make it up to us by coming back later to deliver the rest. This just goes to show you how disorganized this place is. Now that I see the other poor reviews, I believe every...

We had an extremely disappointing experience with this company and, unfortunately, cannot recommend their services.

We placed an order for a gas fireplace on May 3rd, and as of July 1st, we are still waiting for confirmation on when the inner reflective liner will arrive. Despite following up multiple times each week, we’ve consistently been told that someone from the office would get back to us—yet no one has.

Our project is now in its final stages, and due to the lack of communication and delays, we were forced to place a new order through a different company. We had to expedite delivery within five days and pay additional costs to avoid further delays.

We had already paid a $1,800 down payment, and at this point, we are simply requesting a refund, as the original order was not fulfilled in a timely manner. Unfortunately, we have been unable to reach management for any resolution or even a response.

This experience has been frustrating and costly, and we hope others are made aware before choosing to do business here. Their behavior is extremely unprofessional.

I'm writing review on the correct business. See attached...