Hearthside Hearth & Home

Purchase a item that weigh-in at 4oz. Was charged $12.60 in shipping fees for an item that cost 2.64 to ship. Individuals like this ruin the online sales market by overcharging on shipping. Very Disappointed

These guys also do business as HearthsideDirect.com



I purchased a bunch of direct vent flue components for a gas stove we were installing for a client. They arrived quickly and the outer boxes were in good condition, sealed and damage free... HOWEVER...



One of the 48" lengths of flue pipe was obviously USED.

Unlike the other lengths of vent pipe we received, this one length was missing the cardboard end caps that protect the pipe ends from dents and damage.

It had packing tape wrapped around it (that would smoke, smell and off gas once put into use).



The internal spacers that held the inner pipe in the correct position were missing on BOTH ENDS, so the pipe was loose inside (just flopping around).

Without these spacers it is impossible to connect this section to the others.



I immediately contacted the firm, sending them pictures of the good and bad flue section. They denied sending a USED or defective part "it must have come apart in transit" was their excuse.

But the outer boxes were in perfect condition and the packaging and parts were no where within the box - PURE LIE. If they fell apart in transit, the parts would have been inside the box!



They refused to ship a replacement part, instead insisting on "sending the spacers via over night courier."

5 days later - no parts.

Our project is on HOLD until the parts arrive.

When recontacted, they could not provide a tracking number for the overnight shipment (that never occurred).



I was forced to seek a resolution and refund through PAYPAL, which they immediately agreed to.

At least they promptly provided a refund, so that I could go buy replacement parts elsewhere.



You can see by the images, what a USED and NEW part look like.

Used - bent, scratched, and damaged, New: shiny, crisp, spacer intact, unbent.



The attached images show how the USED and NEW parts as they arrived - JUDGE FOR YOURSELF!



Check out their on line reviews... there are a lot of negatives (I wish I had, it would have saved a lot of grief and project delays).

After spending over $5000.00 on a grill, you would expect some customer service. My Lynx grill has been giving me a lot of problems. I call and they cant find my information. I email my order information, thinking this would improve my customer service. But no. Only lots of waiting, and high priced repairs, and no communication. Avoid this business, and avoid the high priced Lynx grills. A really big disappointment.

Be Careful, This business does not stand by their agreements. They will ship products and charge your credit card without notice or your approval. They do not belong to the BBB or the accredited program although they carry the logo on their website. They also have several complaints at the BBB. I would stay clear of them there are plenty of other reputable companies to deal with.