I am sending you this letter on behalf of both myself and my husband Rick.
We would like to share with you our experience with Friendly Fires over the past several months.
When we moved back to Kingston in 2001 we purchased a wood burning insert from your store and was very happy at that time with not only the product, but the service as well.
Many years later we found ourselves in need of another insert and Friendly Fires was our first and only destination.
The unit we purchased proved to have some manufacturing flaws and issues… in particular for our space.
Not once did Friendly Fires staff not go above and beyond to provide the best service possible.
From your receptionist to the service techs who came to our home. Everyone worked together to find a solution.
One person stood out and that is Duncan Rider. He was and is an amazing person to work with.
He is always polite, knowledgeable and willing to help in any way he can. Nothing was an imposition to try to find a solution.
Duncan is definitely a huge asset to your business… he truly was the face of Friendly Fires for us.
After many, many service calls to our home a decision was made to pull the existing unit and replace it with another of our choice and at no cost to us! Thankfully it was also pulled from your showroom as well.
What a wonderful and generous gesture on your part. Truly a rare quality in any business and certainly shows your integrity. Wow!
We were thrilled to say the least and very relieved to now have a much more reliable and functioning wood burning insert in our home today.
Not only was this all possible because of you, but your honesty also provided us with something I personally always wanted… a propane fire pit. All this at no cost to us.
There are no words to express how grateful we are that we chose Friendly Fires… although there were some issues along the way that were out of your control, Friendly Fires did take it upon themselves to make it right! … and that you did!
Thank you so much!
Because of the way we were treated we have recommended your business to several people now and two of them have made purchases.
They were also very happy with not only their product but your service.
We wish you many more years of success in what you do best!
Rick & Karen Burgess