Black Swan Hearth & Gift Shop

The fireplace we purchased a few years ago is fine, but the customer service from the female owner was horrible. Should stay in the office and let Bob Tredennick do the sales. I took my money else where's - it's enough to earn your money and I've become very entitled to where I spend it.

Terrible customer service. Over priced and selling items "made in China" as USA. Not acceptable. Staff was very rude. Saleswoman who claims to be the owner was beyond rude. We left and went elsewhere. Run don't walk away!!

Great service and knowledgeable staff

We purchased a top of the line pellet stove from Black Swan in 2012. Within months the auto ignition and other automated features stopped working which is clearly on the stove manufacturer. We made an appointment with Black Swan for necessary repairs under warranty. Scheduling service was not easy as we were told to call back another day ... to speak to the employee who schedules appointments! We were also told not all employees know how to access the appointment system. They did offer a starter gel product so that we could light our stove manually while waiting for the service appointment ... for a fee! Yes, they had the nerve to charge us the few bucks for starter gel so we could light off the defective stove while waiting for service.



Well, today we stopped at Black Swan to purchase 20 bags of pellets. We were told we could only buy 5 bags as there is a limit to "save the pellets for customers who buy them by the ton." And there must have been 50-60 pallets of pellets on their property. By the way, they do offer delivery by the ton ... for a $50 fee!



To avoid feeling like we are always getting screwed we're taking our business somewhere else. After $5,000 for a new stove, installation, and another $2,000+ in pellets and accessories, we are done with Black Swan. Would highly recommend going somewhere else such as the Trading Post, also in Newtown, CT.

After less than 3 years of operation, my gas fireplace...which was purchased and installed by Black Swan...would not fire. I made 3 calls inquiring about service, each time being promised a call back. It's been over a week and I have not received any calls. My suggestion to perspective customers would be to find a vendor who will actually provide service once you've made your purchase.

I purchsed a stove from them and needed additional service done so I contacted the owner who said he would get back to me with a quote. After several days I called back - he was "unavailable" and left messeges for a week, everyday, looking for an update. I had to spend time and effort to locate another business to assist when it should not have been necessary.



It has been 2 months since and still no response - I will not purchase from this business again.