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October 2023 by Brian
Discriminating, you looked up my mothers house on google and your body expression told us enough, on top of telling her 7-10k for a fireplace and installation only to end up showing her a $3,500 fireplace, again you body language showed how much you didn't want to deal with us. Pretty high markup for labor don't you think. I guess you have to be "high class" to do business with them.
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October 2023 by Aaron Elinoff
I recently had an exceptional experience with Embers Living that I felt compelled to share. I approached them with a tight delivery window, needing a specific built-in pellet grill within just 10 days. Not only did their salesman promptly liaise with the distributor to confirm the feasibility, but they also went the extra mile to work out some additional details to enhance the deal for me.However, life has its twists. A week later, the grill hadn't been dispatched for delivery, making it clear it wouldn't arrive in time for my son's birthday. While the hiccup didn't seem to be Embers' fault, their commitment to customer satisfaction shone through. They promptly explored alternative solutions and, to my delight, offered a superior model (albeit a tad smaller) at the same price. The best part? It was ready for pickup that very afternoon. Given that we hadn't finalized our countertop cuts for the grill insert, this alternative was perfect.In a world where businesses often pass the buck, Embers Living stood out by taking proactive measures to ensure my satisfaction. Their dedication to making things right, even when faced with challenges beyond their control, speaks volumes about their integrity and customer-centric approach. I wholeheartedly recommend Embers Living for all your outdoor living needs and will undoubtedly be a returning customer.
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September 2023 by Chad Sandstedt
I purchased an Modern Flames Orion Multi that requires an electrician to hard wire the unit into the wall. After it arrived by freight, it took me several weeks to get an electrician out before I could install the unit. After turning it on, the unit did not meet my expectations considering it cost $5K. I asked the company if I could return the unit for something else but it was 10 days past their 30-day return policy so I'm stuck with a $5K fireplace collecting dust in my garage because it looks horrible. I'm very disappointed that this company will not show some flexibility on their 30-day return policy to make their customers happy. If you are going to buy a fireplace site unseen and have it shipped, I would suggest making sure you find a local dealer that will be more flexible than ordering a unit online from this company.
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August 2023 by Tim Costanza
I came across Embers on youtube. I was watching videos comparing grills and theirs were the most informative. It helped me decide what grill will work best and why. They also did some outdoor kitchen renderings free of charge, and shipped my entire purchase for free. Outstanding service and follow up. Will use them again.
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August 2023 by Kate P
Great experience with Embers Living. I watched and re-watched Trevor's videos, and when I needed some extra details, Tiana at the store sent me a few additional on-the-spot videos. I really appreciate the extra support, seeing that I was ordering the Orion Slim (not an inexpensive unit) from long-distance, and wasn't able to see it in person before deciding. With all my questions answered, some anecdotal customer stories, and a Fourth-of-July coupon, I made my purchase and absolutely love it!
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August 2023 by Ben P
After some miscommunication, I was initially upset with my experience at Embers. I quickly changed my tune as Trevor reached out and went above and beyond my expectations making sure I was a happy customer. He took accountability, made things right, and has earned a customer for life. Highly recommend this store for all of your outdoor or fireplace needs.
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July 2023 by Brian Ciccone
Can’t say enough good things about our experience working with Zain, Beau & Chad at Embers. They helped us pick out a set of appliances for our outdoor kitchen. Pricing was very fair, shipping was quick and they communicated updates consistently throughout the process. When one of the items arrived damaged from handling in transit, the crew at Embers was able to get it resolved quickly and without issue. We’re very pleased with our experience and highly recommend working with these guys when looking for outdoor kitchen appliances. They are top notch!
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July 2023 by Emy F.
Outstanding customer service! Tayte, the salesman, was patient, informative, and extremely helpful. He made the process of selecting the right fireplace to upgrade my existing unit a painless process, and all within a reasonable budget. Thanks Tayte ( written by Ray Flores, customer)!
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June 2023 by TropicalDoc
This place is Amazing! Trevor works so hard to put together unbiased YouTube reviews on so many products which are incredibly informative. I live in Florida and could have purchased locally but his reviews guided my buying decisions so well that we outfitted out entire outdoor kitchen through him and also purchased a 100 inch electric fireplace too. The knowledge here is incredible and I highly recommend them to anyone! He ships everywhere and has the best support. Thank you Trevor!
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June 2023 by Meno Vos
This 5 star review is for the truly exceptional customer service I received from Beau at EmbersLiving. He kept me informed with weekly emails about the status of my repair request and went above and beyond to make sure my Faber Matrix gas fireplace issues were resolved. He contacted out of State fireplace repair services to make sure my warranty would be honored and ordered new glass and paint. I could not have received better customer service. All the while he was polite, had a good sense of humor and most of all was patient. His sustained and unrelenting effort to “right” the “wrongs” are truly exceptional. Thank you Beau!
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June 2023 by D S.
I could not find anybody I trusted in SoCal to get me the look I wanted, but Beau and team delivered and then some. I wish more business operated with this level of ethics. I was completely satisfied and would buy from them again in a heartbeat.
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June 2023 by John Schmitz
In May of 2023 I purchased a Hestan grill from Embers. If you are wondering whether a Hestan grill is worth the investment...a big YES. The combination of searing, grilling, and broiling produce results far superior to mid-level grills. If you are looking for a highly reputable company to order from online, my experience both before and after the purchase with Embers was EXCELLENT. A big thanks to Zain and Beau for their strong product knowledge and great responsiveness.
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June 2023 by Isle Sands
Excellent company with top-of-the-line products and professional service. We highly recommend them for their friendly service and fantastic prices! Shout out to Beau Parrott. What a nice guy who provided us with fantastic service. Thank you so much!!
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June 2023 by Craig Piazza
Consider other options… a terrible experience for us. It took 2 months for them to gather the wrong gas fireplace they initially sent to us - it sat in the way of our contractors for 2 months - having to move it from room to room. It slowed down the build of our home (between waiting on the right one to arrive to the one to be returned) and cost us money have to leave work to help the multiple companies involved in getting the return completed - many layers. We were inspired by their videos on You Tube and thought we would have a great experience, believing we were in capable hands - unfortunately, it didn’t turn out the way we hoped - it was a pretty stressful experience…
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May 2023 by Adam Shuman
Cant say enough great things about the team at Embers! I reached out via email about electric heaters and they responded immediately. They were able to help with product recommendations and sizing suggestions. When i was ready to pull the trigger, the checkout process was easy and they shipped immediately!
