The Fireplace Den

We went to a few Fireplace locations in Kelowna on Feb 12, 2021 and no one gave us the service and information that Brian (owner) was able to give us. He was over the top friendly and his showroom was also amazing, he had several beautiful displays to look at and when we poured out the questions, he was able to answer all our questions, unlike the other locations we visited. Thank you Brian for your amazing customer service!

We purchased a linear fireplace from the Fireplace Den in October 2020. For an extra $384 we purchased the remote control for the fireplace. Although the remote could adjust the temperature (via the thermostat), and could turn the fireplace on and off, the fan could not be adjusted from the remote.This deficiency was never explained to us during our purchase. Instead, after installation, the technician informed me that the only way to adjust the level of the fan was to remove the front cover and reach down inside the fireplace where the control was located. This meant that you could never adjust the level of the fan when the fireplace was on. In reality, you had to wait until the fireplace cooled off enough to remove the front grill so that you could reach inside to adjust the fan. When we purchased the fireplace, this procedure was never explained to us. I know for certain because we would never have purchased that particular model knowing how the fan level had to be adjusted. Brian, (the owner) who we dealt with, did not explain the drawback of this particular model. When confronted with this situation (after installation) he attempted to deflect the blame on my husband and I. I believe Brian did not fully understand the limitations of this model and consequently would not acceot any responsibility for misguiding and not informing us. As a result, I had to pay an electrician to fish out a 3 wire so that the fan reostat could be installed on the wall (which should have been done when the fireplace was originally installed knowing the remote would not adjust the fan). I'm extremely disappointed with my purchase from the Fireplace Den, and would not recommend them to anyone. Warning: Before you purchase a fireplace, be sure to shop around and know the limitations of your fireplace and its remote. I will say, however, that the front desk staff and the technicians were personable, accommodating, and professional. It's too bad that the owner couldn't follow their lead.

We had a wonderful in store experience getting educated on what fireplace options might work for us. And we have a representative coming out to take measurements and help us figure out what will and will not work. I'd like to give them 5 starts but there's a big BUT. We have never had a live person answer the phone. And messages may not get returned for days. Today I am trying to reschedule a meeting around the tech's arrival, which is scheduled for "mid-day." I've left yet another message (30 minutes ago) and am still waiting to hear back. This is a major problem with an otherwise brilliant store.

We had a great experience working with the Lori and the staff at the Fireplace Den. They understood the challenges we had trying to fit a fireplace into our build budget and we ended up with a great option at a great price. Their installers were professional and always on time. They accommodated us when we had special requests and helped us understand the permit process and steps needed to complete the job. Couldn't have done it without your help!! We'll be back for sure.

The Fireplace Den has a beautiful showroom and a fantastic range of products. The level of service and knowledge provided by Brian was exceptional and welcoming. It was a huge advantage being able to experience and understand features/benefits of so many new/current models. Thank you!

These guys are great to deal with. Had the stove we wanted in stock and provided all the right advice. 4 days from walking in the door to stove installed in our remote cabin and working beautifully. Lance and Derrick did an excellent job of the installation and were very receptive to our particular wants and needs. Highly recommended.

The worst experience of any local store I've personally had in Kelowna. My story on Aug 18, 2021 purchased an Amantii BI 60 electric fireplace. Was originally told they had it at the warehouse. Waited till Oct 8, 2021 to have this installed. The fireplace looked great, however the installer noted that this was not a new fireplace. The box was repacked, the BI 60 was scratched out with black marker and replaced with BI 50 on the box. Inside the box there was no manual, remote and missing media. After carefully looking over the original invoice we had paid for an Amantii BI 60 and was given a Amantii BI 50. Contacted the store with no call back. Had to drive down to explain the situation on Oct 14, 2021. The front counter person refered me to Lori who in turn asked for photos of the box and the fireplace install and measurement proof. This was provided and was told they will get back to me. Sent an email to Lori Oct 29, 2021 asking for an update. A response was given that I will be provided with the correct one and the installer with remove and reinstall at there expense. Nov 2, 2021 an email sent to me apologizing for the delay. Nov 8, 2021 another email sent to say the fireplace is at the warehouse. Jan 6, 2022 I sent email asking for an update. A reply was given again apologizing Jan 7, 2022. March 4, 2022 another email to Lori asking for an update as this has been ridiculous to say the least. No response at all. On April 1, 2022 the installer who was and is extremely professional arranged to have the new fireplace installed the following Monday. April 4, 2022 this was finally completed. The fireplace den never contacted myself to discuss this install or that it even was in there possession. I would not ever recommended this company to any one.

These folks are consummate, seasoned, highly competent professionals across frontline reception, project coordination, customer relationships and technical delivery from initial contact to quote preparation stage to execution of install, fireplace wall-facing renovation and system set-up orientation. FireplaceDen is on a growth curve, evidencing the calibre of their business model and capacity to deliver successful projects. Many thanks to Brian and Lori for their informative help, frontend advice and coordination on our residential strata/condo project involving removal and replacement of our former era gas fireplace. Their technical team (Derek, Elijah), supervision (Lance), and sub-contractors (in this case, Don -NIR Construction) have been exceptional to work with, very accommodating, highly professional, safety competent and clearly talented in all aspects of our project. We are grateful to have visited their showroom and selected them following a review of service ratings, and we highly recommend their products and services. When they learned of an unanticipated breakdown in our HVAC-heat pump system in the final days of this winter project, they expedited the commissioning of the new fireplace to assure our heating needs. We were clearly in good hands on all fronts.