Olde Hadleigh Hearth & Patio — Local services in South Hadley

This is a long review, but it is worth reading if you are considering working with this company. My gas insert order was just cancelled by Olde Hadleigh Hearth and Patio after I have been waiting months for it. They say they no longer want to work with me because I became increasingly disappointed and frustrated with them after each week that passed and I did not have an installation date. Olde Hadleigh Hearth and Patio cancelled my original installation date a month ago because their one and only installer called in sick, and 5 weeks later, I still did not not have a new date for installation. I am frustrated! It’s getting colder, and colder with no installation day in sight.

In early September I decided I wanted a gas insert and was told that the first step was for me to measure my fireplace and then to come into the store so a sales rep could help me. When I arrived at that appt, the sales rep (Beth) offered no guidance into what I should look for in a product and instead handed me catalogs without pricing information so that I could go home to read about the options. Despite having no idea of cost to guide my choices, I put together my selection and phoned them into South Hadley. South Hadley requires customers to leave a $200 deposit at this point to continue the ordering process, which includes being given any actual pricing information on their products. I actually got a bad feeling about ordering with them at this point, but I liked the product that they offered and continued on.

I left my deposit and eventually an installer was scheduled to come to my house to verify my measurements. More waiting while South Hadley generated my estimate which they send by mail. Customers are then asked to sign the estimate and wait for a call for to schedule installation. A couple weeks after I signed and sent in my estimate, I received a call that they would need a lift truck to install my insert because I have a steep pitch to my roof. This is of course this is at an additional price but I agreed and we finally had a date for installation. The day before the insert was to be installed, I get a phone call from Matt (the install manager) saying their installer had called out sick, so heads up that they may need to cancel our install the next day. Matt did indeed call to cancel the next day. He genuinely sounded sorry. These things happen –disappointing but no big deal.

But since then, Matt has been unable to reschedule. He says he cannot get in touch with the lift truck company he likes to work with and therefore cannot reschedule my installation. It has been 5 weeks since my cancelled installation date, and Matt, and Clara (another sales rep?) continue to apologize but cannot do anything for me besides wait for this lift truck company to call them back.

At some point the truck operator does call in, but then they cannot get back in touch with him so Matt says we are back to waiting…

During all of this waiting, I have a plumber come in to bring the gas line into my fireplace, as well as have an electrician install an outlet. Olde Hadleigh Hearth and Patio make you arrange this part yourself. My plumber tells me he has installed a number of these products himself and offers to install the insert for us if Olde Hadleigh Hearth and Patio will just sell us the unit.

Today, when I called for an update and to inquire about this possibility, Clara told me she would send me back my deposit instead, that she does not want to work with me any more.

Let my experience be precautionary, a quick google search will show you many more fireplace stores...

Company does not honor their return policy as stated on their sales slip. We purchased a vented gas log set. We were told by the sales person that the logs were in-stock and would probably be received within about 3 days. There was no mention of our sale being considered a "Special" or "Custom" order, and it certainly wasn't marked on the sales order. Long story short - the logs won't work in our fireplace. Nothing will be a direct-vented insert due to problems with the flue. We asked for a refund because we don't have another $3,000-4,000 to spend at this moment. Back of the sales slip says Returns in within 30 days - of which our request was made. It says No Returns for Custom orders. There was nothing custom about it. We receive word from Matt - because Carla didn't return several calls - that they would not accept the return; they don't sell used gas products; that it was a special order. I reiterated their policy on the sales slip......

I went there to get Wood stove, they told me we will send you our guy his name Matt to see the place and give you an estimate, but that will cost you $50. I was like OK. The guy show up in time and he said that I will email you the estimate since that time I haven’t received anything from him at all. I called them back they said oh sorry we will transfer your call to Matt and leave a voicemail for him. I did!!!!!! again nothing happened.. I called them second time I was like I really don’t wanna deal with you anymore please go ahead and refund my money back. 👎🏻👎🏻👎🏻👎🏻👎🏻Horrible really...