Western Stoves & Fireplaces

Best place to get anything Fireplace! They've always been super helpful and go above and beyond! Thanks for helping us for our addition, our cabin and now are next new home! Great customer service is why we've used them for all of our projects!

Ryan and his associate did a wonderful job on our inside and outside fireplaces. They were so through and keep it all clean (which is unusual in my experience of having work done around the house). Did not charge an arm and a leg! Really appreciated their service. Highly recommend them to take care of your fireplace needs, including sweeping. Thanks Guys, Camille, Ray and Shadow on Desert Star Road!

If I could give a negative rating I would!!In January of 2022, my husband and I went into this store looking for a pellet stove as the stove we currently have is not working and we were unable to find parts for it. The owner (Devon) talked us into keeping our current fireplace as she stated she could get the parts. She literally talked my husband out of a pellet stove which he was dead set on, and I was beyond ecstatic as I love the fireplace we have and did not want a pellet stove. We had no luck with other companies knowing what we needed, and she knew right off the bat! We felt so happy that day and loved our interaction with her. We told everyone we knew about the great experience we had. Even gave the store some shout outs on social media! When we left that day we agreed to get her the information which took some time on our part, but as I was looking for what she told us she needed, I had follow-up questions to ensure I was giving her the correct information. This is where it all went downhill. I had to call several times and leave several messages. I was always told she was not available and would call me back. Her staff expressed frustration that after several weeks, she was not returning my calls and made statements like "I am going to hold her phone hostage until she calls you". They apologized profusely for the lack of communication and follow up. I felt bad that they had to cover for their boss. Once I was able to get her on the phone she was incredibly rude. Verbatim- she stated: "I am really busy and do not have time to deal with you". I was taken aback as the ONLY other interaction I had with her at that point was when we met her in the store. The rest of the time was me trying to reach her to follow up, so I am not sure how she felt "dealing" with me as a customer was a burden. I ignored this as we all have bad days, and we had our hopes up about keeping this fireplace. She and I agreed to move forward, and we sent the info she needed via email in March. Once we got her everything, there were a few times I treid to follow up for next steps and got no reponse. On March 30th I finally got a response via email that she sent the information to her service tech to help with parts, price, and ETA. She stated they were backlogged about 3 weeks, and she would send me the info as soon as she had it. I never heard back so sent an email to follow up on May 9th. Over a month after she promised, and she never responded to that email. So yesterday, July 7th, I sent a firm but professional follow up. I expressed my dissatisfaction with the lack of commuication or follow up. Devon did promptly respond this time. She gave an apology that the parts were taking so long and stated that they were ordered in March, but were on backorder until October and she would be happy to set up delivery or instillation when they came in. HOWEVER, she then ended the mail with the "I see we are not meeting your expectations therefore I think we should part ways". I basically got fired as a customer. I find that the parts were apparently ordered very interesting. She never communicated that they were ordered or what the cost would be. She also never asked for payment, so I have a hard time believing that she ordered them but I was excited in the moment to hear that we may have some resolve so I told her that I did not want to part ways and wanted to find a way to work it out. After spending a day to think about it and talking with my husband (who is furious that she treated us like this), I don't care to work with her anymore. I was never rude or mean. My family has used this place for several items, and they came highly recommended, so I do not understand how you refuse to help a customer just because they professionally express concern with communication and follow up. We are now out parts and will be further delayed in starting with a new company if parts are on backorder that far.Devon talked my husband into keeping the fireplace and out of a pellet stove, she promised she could get the parts, she failed to respond or communicate, and now she refuses to do business with us??? I had read reviews that she was rude and unprofessional but gave her a chance based on the prior personal recommendations I had received (who will no longer be shopping there BTW). I could understand if I were ever rude or had unreasonable expectations, but she flat out failed and I would not ever shop there if you expect to be treated like a valued customer. I assure you that you are not valued.

The owner (Devon) of western stoves is unprofessional & rude! We bought 2 pellet stoves, they installed, we bought all pellets from them etc.. we spent at least over $10k at that store & have been customers for yrs. recently they have been out of stock on pellets & finally got a few bags in they were limiting 5 bags per customer we asked for 10 since we have 2 stoves owner couldn't be reached. General warehouse mgr. let us have the 10 long story short the owner called demanding my husband bring her 5 bags back!! Needless to say we got our money back for the ton that we prepaid for and will NEVER deal with or recommend Western Stoves & Spas to anyone!!Paul & Monica H.

The igniter on my Traeger stopped working so I put a new one in and it still didn't work. Called Western Stove around February or March 2020 and was told they didn't have any drivers and we're busy installing fireplaces in new homes. Called again 6 months later and was told the same thing. Called today, February 10, 2021 and was told the only way I could get it looked at is bring it in. They have come out twice before with no delay and repaired my Traeger. It's not easy for a 70 year old man to load the grill and take it in. Recommend never buy a Traeger and stay away from Western Stove.

I called this company for the first time on Oct. 13, 2019. They told me I could schedule a crew to come out and give me an estimate on converting my fireplace from a gas ignition/wood burning fireplace to a gas burning fireplace with ceramic logs and remote. The crew that visited the house was polite and on time (this is the only positive thing I have to say about the company).They did not have a catalog of products with them, and told me to visit their store to pick out the style of logs I would like, and depending on availability, they would be able to install it in about 2 weeks. I visited the store the next day, but the woman at the desk did not yet have my information regarding measurements from the very polite but unprepared crew. She wrote down the prices of the set that I liked, in black marker on dark glossy paper, along with an estimate of labor. 2 weeks later, I had not heard from them, so I called and requested an estimate. The woman I spoke to said that they had e-mailed me an estimate, and that I should check my junk e-mail folder (not there). I called back and asked that they e-mail it again. After finally receiving an estimate, I noticed that it was quite a bit higher than the first 2 (first from the polite yet unprepared crew, and the sharpie on dark glossy paper). I returned to the store and got a new estimate, overwritten on the copy of the e-mailed estimate. I gave them a deposit of 50%. At this point, I had paid 472.00 deposit, and 50.00 (refundable deposit). The date was Nov. 12, 2018. Fast forward (not really) to December 1, 2019, when I called to inquire about scheduling the installation. I was told that the logs had to be ordered, and that things were slowed down due to the Thanksgiving holiday, and that they should be there Monday. On December 18, 2019 I called yet again, and was told that indeed the logs had just arrived, but unfortunately they were short staffed (understatement on so many levels) and there was no way they could schedule the installation before the new year. The woman has offered me a refund. Hopefully, it will happen faster than any other of their services. In conclusion, this company is unprepared, unprofessional, and clearly not worth the effort and hassle that it takes to deal with them.

These people are completely unreliable for service calls, they always show up at least 30 minutes late and don't bother to call to let you know they're going to be late. They charge 130 dollars to clean already clean pellet stoves and the people coordinating everything in the store fail to communicate with the service techs. They're over an hour late to this mornings appointment, like all we have to do in life is wait for around for them and when the store was called to ask why. The woman at the store claimed it's because she had the service tech. " painting something." She had him miss a known appointment, to do a job someone else should have been doing. If you have a pellet stove and need repairs, try and find someone else to do it. But good luck with that.

I just recently remodeled my home and had a wood stove installed. I so love it and am really happy with the end result. Its beautiful and elegant. The work they did was outstanding and would recommend them to anybody that might be interested in remodeling like I have to go see what they have. Very personable staff and very very friendly. Say Hi to Jeanine for me. She is really great!!