Smokey's Stoves

GO ELSEWHERE!!! Bought a new pellet stove from them. Took several weeks to get it and the correct piping. After we installed it, it started vibrating so badly it shook the floor and woke us up! We couldn't run it over night because it would keep us awake. Tried the store and they told us to contact the manufacture which we did 3 times with no response! They finally gave us their rep number saying they could t get through to him. He called us back in 10 minutes. Said he would call the store. 2 days later still hadn't heard from them so went into the Medford store hoping to get better service. Had an appointment made for a service call. Got called 2 days later saying they ordered a new blower fan without properly diagnosing it. Got called the morning of the appointment saying the fan didn't come in and they canceled the appointment! Oh hell no. Got mad and they came out. Was told it was a "vent" the manufacture doesn't mention on their website or manual. Didn't help. Horrible vibrating still. Then the stupid thing stopped and now won't ignite! I'll call the store but won't receive a call back. Will end up going in and getting angry then they will try to make it right. But it only will limp you along for a few days or so. I am sorry we went to this company. Lousy customer service once they get your money.

I purchased an Ambiance wood and gas fireplace for my new home. The two electric fans in the wood fireplace went bad within a week of each other and shortly after the one year manufacturer warranty. They were clearly defective from the manufacturer because when I called about replacing them, I was told they had a completely different fan system that was now being put in the same fireplace. Ambiance had no direct number to contact and talk to anyone about the issue. Smokey’s tried and were told by Ambiance that they would not do anything because it was past warranty. Smokey’s also refused to do anything to stand behind the product they sold and the clearly defective fans. Ridiculous customer service on both parties fault, especially after the large sum of money spent to purchase and install the fireplaces.UPDATE: I was contacted by Smokey’s management and told that they were able to speak with their Representative from in Supreme (Maker of my Ambiance Wood Fireplace). I’m not sure what was said but I was told that Supreme was going to provide me the new replacement fans and Smokey’s was going to install it for free. The Smokey’s technicians installed the new style fans on 5/15/25 and they seem to be a big improvement over the stock fans. The new style is quieter and blows harder. I was told by the technicians that the stock fans that failed were usually seen and used in gas fireplaces and not wood fireplaces. The wood fireplaces get much hotter than gas and this probably contributed to them failing so quickly. I was advised that the replacement fans were designed to handle the higher heats of wood fireplaces. I’m very appreciative to Smokey’s management continuing to try and find a satisfactory resolution to my fans failing and seizing up. I also appreciate Supreme deciding to replace the fans past warranty. Thank you again to Tabitha and Dean from Smokey’s, who went the extra mile and restored my faith in customer service!!!