The following comments are all authentic emails or letters received by our customers. At Friendly Fires, we are genuinely interested in helping customers select the right product for their needs and ensuring that every installation goes smoothly. Should you wish to add your comment, please contact us.
I just wanted to say how pleased we are with our new HearthStone Heritage wood stove and to thank you both for your help and assistance. Your service was most impressive and nothing short of superb. I am so pleased we drove the extra mile to Carleton Place to do business with you.
Once again thanks!
We are new to the area and this is our first time purchasing a wood stove and gas fireplace. We always do a fair amount of research before a large purchase or renovation project.
We had cut down some large trees, and wanted to use the wood to supplement our heating costs. We also had a new gas service installed.
We were referred to Friendly Fires in Kingston. Their showroom has a large selection of high quality products to choose from. On our first visit we met Curtis who was knowledgeable, friendly and took the time to answer all our questions. He also asked the right questions, to offer the best selection of products for us to choose from. When Curtis was off, Brad and Steve, were able to seamlessly provide the same level of quality customer service. The delivery was arranged. The delivery guys, Gilles and Colin, were super nice, careful with our product and the house. They called half an hour before the delivery and arrived on time. They had a power lift to maneuver the 500 lb Pacific Energy Alderlea Cast Iron wood stove into the basement, no problem. I don’t write a lot of reviews, but this company was worth the effort to do so, as they consistently provided great service from the time we walked through the front door. I will continue to do business with them and refer them to others.
Can’t wait to burn some wood this winter.
Hayley, thank you!
The installation went thru without a hitch – the guys – Rob & Curtis did a really good job & we are very pleased.
Thanks to you & to Dwayne for all your patience & valuable advice during the purchase & organization of the cottage propane stove. We will gladly recommend the Cobourg branch of Friendly Fires to all our friends & family. Hope we can send some business your way.
Rosemary & Charlie Rumsey
I recently purchased the Green Mountain Grills Davy Crockett pellet grill from Friendly Fires in Kingston. Although the grill was of great quality, I had an issue with my purchase. Steve Peters (Kingston store) took the time to make everything right within a week. You can buy great products anywhere but, the customer service I received through Friendly Fires was outstanding. I will be making all my future grill purchases through their company.
Everyone that see’s the grill asks where I purchased it and I do not hesitate to refer them to Friendly Fires. They will go above and beyond to make sure you are satisfied. Thank you very much Steve Peters and the staff at Friendly Fires.
Jonathan Coulas, Kingston Ont August 2016
The cleaning of my Enviro Max pellet stove went really well. I was pleased with the service provided by Colin & John. I asked many questions, which they did not hesitate to answer nor were they irritated that I interrupted their work. They did a very thorough cleaning of the stove and did not leave a mess behind them. I know I made the right choice in purchasing a pellet stove from Friendly Fires. The staff have been very helpful and friendly to deal with from the process of finding the right stove to meet my needs, to the installation, to the first cleaning.
We were extremely pleased with the cleaning service given to our pellet stove and chimney and also with the pleasant nature of the two service personnel (Tim Houle & Duncan Rider) who carried this out!
Pierre & June de Villers
We are enjoying our evenings by our new fireplace. Everything turned out great. Thanks so much for everything Friendly Fires!
Dear Friendly Fires,
We bought a beautiful Napoleaon BBQ a while ago, to replace our wired together antique.
We were promised delivery for last Friday morning and I had the hamburgers ready to cook. It is so nice when a business actually delivers when it promises. Your men were here at 10:30, explained the essentials so we could understand and we had our new incredible cooking machine!
We bought it at your Peterborough store, where we had purchased a fireplace a year ago and again we were so pleased with our purchase. Also to have it assembled and delivered is such a plus.
I would also like to give credit to our young (we are in our mid 70’s so everyone seems young) saleman, who was excellent with patience, and good listening skills. I think his name was James.
Keep up the good work!
Sue & Bob Buchanan
I would like to express my appreciation for the service I received for the purchase of my Enviro E20 gas insert fireplace. Eric was very helpful in helping me choose and meet my requirements. He also did a follow up to make sure I was happy.
The two fellows, Nigel & Jeremy were polite and very careful. I was impressed with their service. They took the time to make sure I understood all my questions. Thank you to these fellows.
Good morning Paul,
Just a quick note to let you know we are very happy with our new fireplace. We think that it has turned out very nice. Thanks to you and the guys for the great service!
Carleton Place, ON
Thanks so much for the solar-related information, I will check on my connection. I truly appreciate that your company continues to keep an eye on things for me. The old saying goes “you get what you pay for” and in your case that is so very true! I have been more than satisfied with every product or service that I have ever purchased from Friendly Fires.
I just wanted to take a moment to tell you how pleased we are with the purchase and installation of our new wood stove. A special thank you to you technicians David and Sean Strike. They are very professional, efficient, knowledgeable and personable young men. It was a pleasure dealing with them in my home. They worked non-stop to install the stove. They cleaned everything up and removed the debris. They even cut up some kindling for me so I could start my first fire. These two guys deserve a raise!
Again, thanks for your service and your great installers.
Friendly Fires letter of Appreciation:
January 29, 2016
It’s not often I write a letter to complement a contractor, but after my experience
with Friendly Fires, I felt I did not have a choice. From the hospitality and
assistance from Gene de St. Croix in the Peterborough showroom to your
installers David Nelson and Sean Strike, I don’t think I’ve ever had a better
experience with the purchase and installation of an appliance for our house.
Your installers did everything, and I mean everything, right. They phoned me 30
minutes before arrival so I could be prepared, they put down drop clothes on the
floor and they went out of their way to ensure everything was kept neat and tidy.
Sean explained that he needed to go up into the attic to inspect the existing vent.
I told him that the attic was very confined due to the trusses and that he probably
could not see much but he insisted on trying. He discovered that the vent was
dislodged and that the new fireplace would have vented directly into the attic. I
joked to him that he just saved our lives but I was only half joking. And then after,
he asked if he could borrow my vacuum cleaner to cleanup a bit under the attic
hatch. I told him not to bother and that I would clean it up later. Well, when later
came I went to the attic hatch only to find that Sean had picked up the bits and
pieces of attic insulation and left the area totally cleaned.
David did an excellent job explaining the whole installation process as he
progressed and at the end went through the operation manual and use of the
Both installers had an eye for detail which included spray painting the existing
vent pipe to match the stove colour. They ensured that I was totally satisfied with
the installation and operation of the stove before they left.
I would, without any doubt recommend Friendly Fires to any one interested in
purchasing a new fireplace or stove. I have already started spreading the word to
Thank you Friendly Fires and a big thank you to Gene, David and Sean.
Judy and I want to thank you very much for sending Kevin and Ryan to install our wood burning stove. They were very thorough, courteous and tidy. We appreciate the great service and we lucked out on the weather on Monday.
We are really enjoying our new stove and we will certainly be recommending and revisiting your store when we need your products.
Judy & Bob Walton
We are delighted with our new wood stove! We had been reluctant to get rid of the stove that had served us so well over the past 30+ years, but having had the new one now for several weeks, we couldn’t be more pleased.
The installers – Mike and Jeremy – were friendly and efficient. They were in and out in just over an hour, and left everything cleaned up nicely.
Thanks for all your help, Gene. it has been our pleasure to work with Friendly Fires – glad we made the trip to Peterborough!
Liz and Rich
I was very impressed with the service appointment for the Westport fireplace in my home for three reasons. First, when I called, your service department was friendly and informative. Second, when Shaun was replacing the burner plate and checking the fireplace, he was efficient, courteous and very careful not to get any of the fireplace soot or dirt on the carpet. He was thorough and knowledgeable, explaining the features on the fireplace clearly and made sure the connections were operating correctly. This gives me confidence and comfort. Third, the price was substantially lower than I had expected initially and right in line with what Friendly Fires had quoted when I initially called. In sum, it was a pleasure doing business with you and I will certainly call you first in future!
Your tech (Tim Houle) was excellent and certainly knew his business.
He took his time and showed me how to trouble shoot problems with my Enviro EG40 gas stove.
You are very fortunate to have an employee who takes pride in what he does, that’s a very rare quality.
I know my neighbour will be switching his wood stove over to a propane stove this spring. I will certainly steer him your way for pricing.
We were very pleased with the whole purchase & install process and have received many compliments on the unit. Your prompt delivery & install allowed us to get it finished before our Christmas gathering.
Thank you. Please pass on our thanks to your management and staff.
Nancy and Dave Shaw
Thank you so much for your prompt and professional service, your installers were great to have in our house and we will be spreading the word of your great business!
Merry Christmas to you and your staff!
Mike and Bonnie Keefer
We were very pleased with the service we received. Friendly Fires staff were informative and friendly and the guys who came to do the installation did a great job. My partner and I are now happily enjoying the wood heat and the addition of the wood burning unit has made our new house feel much more like home. We will definitely recommend Friendly Fires to our friends and family.