R E MacDonald Stoves & Stones Ltd

Great showroom experience followed by very good home visit. Easy to book the install. Sylvain arrived at the time and date. He was excellent: knowledgeable, thorough, great communication ( et en français aussi??), and very kind. A very good experience. We hope we have many years of reliable warmth! Thanks everyone.

From the moment we set foot in R E MacDonald we were greeted with friendly , courteous, knowledgeable service by the sales person Brad. He showed us around and showed us the different fireplaces and rock surround. He also came out and put together a quote for us. We decided to go for it. We got a new Horizon Valor Fireplace and the trades people who pulled out and installed our new fireplace did a great job. Next came the mantle, all hand made and installed within a couple hours. Beautifully done. Then came the stone and hearth. This took a little longer than anticipated because we went on holiday then they were on holiday, but they were in touch with us before we went and after we got back. The stone trades people did a fine job. We got the silver slide stone. The only thing that we would have liked was more brown in the stone. However it is rustic and goes with our decor. We would highly recommend R E MacDonald for all your fire place needs. They did an excellent job.

I am very appreciate of the great effort that the staff made to get us spare parts for our Vermont Casting stove. These are rare items and had to me specifically ordered from US. The interactions in emails and also in person once in the store was very friendly. It was a joy to deal with this shop.

Lots of different fireplaces in the showroom and the showroom staff helped explain the different fireplaces and what would fulfill our needs. The installer was great! He did a great job and adapted the fireplace surround to compensate for our uneven brick chimney. He was fastidious on keeping a clean work area so there was no mess at the end for us to deal with. Looks great and provides great heat for our home!

Had two Valor fireplaces installed the same day; one direct vent insert into an existing masonry fireplace and the other direct vent insert into the family room. The family room fireplace is a “Heat Shift” unit which directs the heat away from the actual fire and vents it out at the top of the wall. This is a brilliant feature. It prevents you from cooking your TV which many people install above the fireplace. When a put my hand against the wall right above the fireplace, it was barely warm. The log set for both fireplaces look great. Very realistic fire even in a low setting. We are now using our living room much more as we no longer have a cold draft coming down the old chimney. Because we installed two fireplaces on the same day, we had two installers. They both took their time and both did meticulous work. I appreciate it when installers do it right the first time. Both were extremely courteous and friendly. Overall I am very happy with the Valor fireplaces and R.E. MacDonald Stoves & Stones.

We had our first fireplace done with Maxwell on the North Shore. With the second one we thought closer to home would be a good option and early January my husband Michael visited the brick and mortar and decided to go for it. On January 13 technician Brett came to assess the site and spent a good deal of time with my husband discussing options. Seemed to me decision was made. Wrong! On Jan 21 we paid $3000 deposit. On January 31 the company emailed us not the customized drawing for our particular site but just information from the Valor website, unlike Maxwell where technician contacted us with specific drawings pertinent to our site. We assumed it was clear to them what to do. Wrong! The install was scheduled for February 25. On February 24 project manager John got a hold of Michael asking additional questions. To be fair, John says he contacted Michael earlier on February 22, which doesn't really change the picture. On February 24 Michael spent with John on a video call 1 hour and 19 minutes addressing the wee hour concerns the company suddenly had and it appeared the original option suggested on January 13 was no longer good. I listened to it and it sounded like my husband who is a handyman extraordinaire, however fireplaces is not his area of expertise, had a better understanding of what needed to be done. On February 25 more video calls with John ensued taking over an hour of Michael's time, after which Michael told me he had his doubts the competence of the company's employees. Concerned, he wrote an email that same day to John and Brett stating his concerns of potential incompetence and seeking reassurance the company can handle the project before we go to competition. We did not hear from anyone next morning and decided to pull the plug. My thinking was if this is how they handle clients before they even closed the deal, what will it be like if God forbid there is a warranty claim! We contacted Maxwell and the rest is history! When I called the company on February 26 to get deposit back I spoke with Monique and in 2 sentences I explained why we are cancelling the deal . Her response verbatim "I am in accounting and don't know what you are going on about". John did call and tried to justify the company failure, he asked me what we decided to install with Maxwell and I shared that it was Valor H3 and his parting words to me were " It will not work". I am sure it will John because a competent professional from Maxwell named Noel came, assessed and showed to my husband why it will. Not only the company failed us, they wasted 6 weeks of our time, and showed zero customer care acumen. It may have something to do with the fact that 3 years ago the original founders sold their business to new owners, who possibly have not a clue about fireplaces business. I am afraid coasting on somebody else's coattail will last only for so long.

We recently purchased a Valor H3 gas fireplace from R E Macdonald Stoves & Stone. We commissioned them for a full installation including framing the surround, installing the fireplace, mantel and stone. Although it was mid November when we made our purchase, and they were very busy, they endeavored to have the fireplace installed before Christmas, to our great delight! Everyone we worked with was friendly and very helpful. We were very impressed with the high quality and excellent craftsmanship of the work. Our fireplace is stunning and the showpiece of our living room. We would highly recommend R E MacDonald and would not hesitate to use them again in our home.

Wood Stove Door Glass Repair. Thank you to Liz, Ken and Matthew for your commitment to repairing my glass, it was so appreciated. I had no power in my local area and I noticed a crack in my wood stove door glass. RE MacDonald repaired my glass the same afternoon which was critical for me. My stove is working fabulous. While I waited I did look at your products/ stoves / fireplaces, great showroom, products took good! Again thank you to a curious, knowledgeable, pleasant and efficient team. Well Done!