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January 2024 by Jeff Wise
I wanted to replace my old gas fireplace with a new wood burning stove insert. They answered all of my questions and explained all of my options. They had to schedule installation out a couple months, but that’s expected for a successful, quality business. Installation went smoothly and they walked me through everything that I needed to know. The Depot is awesome!
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August 2023 by Whitney Highfill
Absolute worst communication and service ever. We have been trying to get on their schedule since May and they continue to give us the run around.
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January 2022 by Kayla N.
If I could give a "0" I would. This place is terrible and I am not even sure where to start. We planned all summer of 2021 to have a new Lopi stove installed before Winter. We paid the $500 deposit followed by close to 4k to have installed. We thought we were getting the best of the best, but it has been nothing but pure garbage. My husband is not new to burning a wood stove and has for 20 years on his own and grew up with a wood stove. He would split wood each year, has a great wood setup, we have a nice new wood moisture tester, a clear chimney, and our old stove really was perfect with draft. We just simply wanted a nice new better looking one with some of the new cool features like clicking a button to start it. Little did we know, this would become a nightmare. We spent from Sept until mid January fighting smoke backup. The Depot has belittled us with insulting "to do" lists that we have tried over and over as if we are new to wood burning. We cleared a few twigs that were pretty far from the chimney, but did it "just in case". We bought two new moisture testers just to be sure we were burning dry wood. again, my husband has been doing this for years so we understand dry wood. Our wood pile is very large and seasoned. We added a new chimney liner, carefully opened the door when loading and the list goes on. It didn't matter where the burn was at, it would always "puff" out a nice bit of smoke when loading. I have sent well over 100 emails now, calls, and escalated to Lopi and Travis industries and no one cares. We have asked them to remove it, to refund us, but nothing even after many many promises they would. We now have a 4k something Lopi sitting in our garage and our $600 old Wonderluxe working like a champ in our home. The Depot fails to send us their refund policy and after this week we will show up with the piece of crap directly to the store to drop it off in person. Not only did we get a lemon of a stove, but this store's customer service is disgusting. They only care about getting their money and moving on. They are not here to retain customs since they handle most of the market in the area. All they need is new customers to screw over.
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November 2021 by Nancy B.
On April 20th, I ordered a fireplace screen from the Depot fireplace and Stove Center and gave a $200 deposit. They were to measure my fireplace and order the screen next time they were in Urbana as they claimed to be frequently in my subdivision. About 4 weeks ago in October, I called to ask about the progress on my screen and was told they would call me back the next day. No call, so the next week, I went to the store and they said they would be here next week. One and a half weeks later, I called again and was told that they are VERY busy installing fireplaces and didn't know when they would get around to my screen. I said that their response was not satisfactory and was rudely told that I could request a refund. Today I requested a refund with interest.
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September 2021 by Judith Gillins
They had exactly what we needed.
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February 2021 by Lindsay C.
Our stove pipe started smoking our cabin out. It was pouring in to our attic, so this was an emergency. This was self installed, not the Depot's installation. I called them on a Sunday (I knew they would be closed) and left a message explaining our situation and that our wood burner was our main heat source. It is dead winter, snowing and -10 degrees. The situation couldn't have been worse. They never called back. They don't check messages on their answering system. I called them back, a gentleman answered. I explained my situation, he let me know that he could put me in a work order, but it'd be a month before they could some out. Takeaways are... 1. They don't answer messages. 2. No emergencies.
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November 2020 by Nate Nichols
Very good service and a knowledgeable staff with great prices.
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August 2020 by Mark Draper
I bought a lopi Leyden from the Depo 10 years ago. And had great success with it. Good service after the sale.
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August 2020 by stan hardy
Terrible customer service
