unable to contact Hearthstone by phone

[ilmbg]

I have seen comments here about people being unable to contact Hearthstone by phone. I too, seem to be unable to find a phone number- I want to talk to them. This might be a problem- I don't want to buy a product and not be able to talk to the company. The dealer that I ordered my stove from has not called me to tell me the expected arrival date, and does not return my calls. This is the dealer that tried so hard to tell me that the Sept 2006 that was in the store will be the same batch that I will get if ordering. I want to confirm this with the company. Maybe I should cancel my order- but I bet I will get a run-around from the dealer...
How do I get in touch with the company?

 

[Fsappo]

I would consider another dealer if you feel your getting the run around. Hearthstone does want inquiries handled thru their dealer network. Have you tried going thru the feedback page on their contact button? What is your question? Do you want to know if the 2006 Craftsbury they are selling you is the same exact specs as the new models, or did you want to know if you ordered a new Craftsbury if it would have a 2006 mfg date?

Post your question here and I will call Hearthstone, get the answer and post it here for you and others to see

Frank

 

[ilmbg]

Frank- Thanks. I did get to talk to a very nice person at Hearthstone(I entered that I was a dealer). She told me that Craftbury in Seafoam Green has not been made for over a year, and that they did not have any in the warehouse. Yes, you are exactly right- I wanted to know if what I would recieve would be a 2006 model, and if there had been any changes since then.
I then called the dealer where I ordered a Craftbury Seafoam Green (I paid for it), and asked when it would be in. The dealer said today was a holiday and that Hearthstone was closed, so she couldn't give me an answer today. I asked why they had not gotten any info a week ago, since I have already paid for it?? She said they have been very, very busy*!&% I was the only person in there as far as buying when I was there... Anyway, I told her that I had just talked to Hearthstone myself, and asked her why:
1. That as a dealer they should have known that Seafoam Green was not available since last year.
2. They knew I wanted a new one from the warehouse- why were they pretending that they would be getting one from them?
3. They were supposed to call me last week to confirm delivery date- nobody called- and seeing that the item is not even available anymore I am not impressed with their ethics...she became very rude

I am now worrying about getting my money back...

If they wanted to sell the 2006 at the 2006 price, then I might consider it
but I don't know the price and now I am unsure about their ethics.

 

[Fsappo]

You have a right as a consumer to a refund, regardless. I am wondering what they were planning on doing to get you a new stove from Hearthstone. It just doesnt add up. I'm glad you got some answers though.

 

[ilmbg]

Franks- Do you have any idea what a 2006 would have sold for?

 

[Fsappo]

$1700-$1750 Maybe? I didnt have a price sheet that old. If they would sell it to you for near the $1700 price, it would seem fair to me

 

[Linux_Tyro]

I have been trying to find a number myself and have been unsuccessful. Posted to their feedback page days ago with my problems and questions. Also stated that they should provide a way for customers to contact them other than some silly feedback page that probably isn't read by anyone. Starting to think they actually don't read it. The dealers in my area have been inept and very unhelpful.

Maybe one of the dealers here can answer this question? The retail price of a Hearthstone Homestead is $2499 in black paint. The cost for porcelain enamel in majolica brown is $300. The price of the stove should then be $2799. But then I explain that I need to mount on the hearth so want my stove with the four inch legs. "Oh!", they tell me. "In that case the four inch legs will cost you $189 more."

If the dealer doesn't have what I want and needs to order straight from the factory, why can't I get my Homestead configured for a hearth mount with the four inch legs for $2799, straight from the factory? Do I get the six inch legs as well? Even if I don't need them?

The manual states the back shield is normally used in the freestanding installation. Can it be used in a hearth mount installation as well, with the exhaust pointing straight back?

What is the retail cost for the Homestead in hearth model with the four inch legs in majolica brown?
How much is the back shield?
How much is the oval to round adapter?

Thanks for your help. I feel like I'm getting the run around with the dealers here. I could use some solid pricing facts to help me get what I need without being ripped off.

 

[Fsappo]

I have been trying to find a number myself and have been unsuccessful. Posted to their feedback page days ago with my problems and questions. Also stated that they should provide a way for customers to contact them other than some silly feedback page that probably isn't read by anyone. Starting to think they actually don't read it. The dealers in my area have been inept and very unhelpful.

Maybe one of the dealers here can answer this question? The retail price of a Hearthstone Homestead is $2499 in black paint. The cost for porcelain enamel in majolica brown is $300. The price of the stove should then be $2799. But then I explain that I need to mount on the hearth so want my stove with the four inch legs. "Oh!", they tell me. "In that case the four inch legs will cost you $189 more."

If the dealer doesn't have what I want and needs to order straight from the factory, why can't I get my Homestead configured for a hearth mount with the four inch legs for $2799, straight from the factory? Do I get the six inch legs as well? Even if I don't need them?

The manual states the back shield is normally used in the freestanding installation. Can it be used in a hearth mount installation as well, with the exhaust pointing straight back?

What is the retail cost for the Homestead in hearth model with the four inch legs in majolica brown?
How much is the back shield?
How much is the oval to round adapter?

Thanks for your help. I feel like I'm getting the run around with the dealers here. I could use some solid pricing facts to help me get what I need without being ripped off.

They should be able to order you a Homestead with hearth legs for $2799 + shipping..which works out to about the same as $2799 +189 for the hearth mount legs

Back shield 160
oval to round 100

Sounds to me like they are above board and pricing fairly

 

[Slow1]

You know, I'll bet that someone at the mfgr is just about as frustrated with poor dealers as the consumers that have to deal with them. If only all dealers would treat their customers as well as it appears that Franks does. The double-edged sword of a dealer sales distribution network - you get that increased exposure and volume, but you lose a lot of quality control over who is representing your company and the end user experience may suffer.

IF they provide an easy way for end users to contact them and bypass the dealers then they end up having to do much of the dealers work (i.e. it costs them more to have the call centers set up which is bad for them). If they set up a consumer "complaint about dealer" hotline then they either have to always take the consumers word for it (and either eat the costs or alienate dealers over petty or incorrect issues), or they have to again spend more money and investigate every complaint to take it to a correct resolution (more $'s out of their profits).

Not a problem unique to stove sales of course - just a general marketing issue. I can see why a company may choose to maintain a smaller sales base and only deal direct with consumers even if it does make them a 'niche' player and restrict their growth considerably.

 

[Fsappo]

Don't knock it. If I could build stoves and provide a good living for my family and only sell a few hundred stoves a year, I would do it. No reason at all to try to get "big" in my opinion. Now, if I only knew how to make a stove....they're made of of metal or something, right?

 

[Linux_Tyro]

I have been trying to find a number myself and have been unsuccessful. Posted to their feedback page days ago with my problems and questions. Also stated that they should provide a way for customers to contact them other than some silly feedback page that probably isn't read by anyone. Starting to think they actually don't read it. The dealers in my area have been inept and very unhelpful.

Maybe one of the dealers here can answer this question? The retail price of a Hearthstone Homestead is $2499 in black paint. The cost for porcelain enamel in majolica brown is $300. The price of the stove should then be $2799. But then I explain that I need to mount on the hearth so want my stove with the four inch legs. "Oh!", they tell me. "In that case the four inch legs will cost you $189 more."

If the dealer doesn't have what I want and needs to order straight from the factory, why can't I get my Homestead configured for a hearth mount with the four inch legs for $2799, straight from the factory? Do I get the six inch legs as well? Even if I don't need them?

The manual states the back shield is normally used in the freestanding installation. Can it be used in a hearth mount installation as well, with the exhaust pointing straight back?

What is the retail cost for the Homestead in hearth model with the four inch legs in majolica brown?
How much is the back shield?
How much is the oval to round adapter?

Thanks for your help. I feel like I'm getting the run around with the dealers here. I could use some solid pricing facts to help me get what I need without being ripped off.

They should be able to order you a Homestead with hearth legs for $2799 + shipping..which works out to about the same as $2799 +189 for the hearth mount legs

Back shield 160
oval to round 100

Sounds to me like they are above board and pricing fairly

So far I've talked to two dealers and neither one said anything about shipping. I'm having a hard time understanding why four inch legs cost more than six inch. The hearth configuration has shorter legs and no lower heat shield. Is there something I'm missing that makes the hearth configuration cost $189 more and freestanding?

Off to call another dealer.

 

[Fsappo]

Any time you need to order legs, 6" or 4" its 189. It's just how they price that particular stove, being it can be installed with 2 different configurations. Either way, whether you pay $2750 $2900 when you figure in the tax credit, you'll be buying a great stove, for a great price. I would buy it from the dealer you felt the most comfortable with

 

[ilmbg]

Franks- Thanks for finding the price as best you can. I called several times to the dealer- who was always 'out' or 'busy'. Seeing as she already has my money from Visa, and didn't report to me that that color is no longer made, and I am sure she knew it when I was there, and won't return calls now, I am very skeptical of this dealer.
I did finally talk to Hearthstone, and they said they can't do anything about it- now isn't THAT a great company? I now know one company to stay away from. And deter other people from. Hope I get my $1,850 back.....

 

[Linux_Tyro]

I have to include here that I did receive a phone message from a Hearthstone rep late this afternoon. He has my comments and complaints and will be working on my case first thing in the morning. So they do read messages from their feedback page. He sounded like Hearthstone wants to resolve my complaints and have a stove on my hearth quickly.

In the meantime, a dealer 98 miles away has agreed to sell me the Homestead hearth mount for the same price as a freestanding stove. They actually had one in stock and only needed to order the four inch legs and install them while charging me like the other dealers. Somehow, Hearthstone convinced them that it would be best to have the stove sent in my wanted configuration straight from the factory.

My check will be in the mail in the morning. I'll be receiving the stove in brown porcelain with four inch legs, rear heat shield, oval to round adapter, freight and tax to my chosen location. The price is just slightly more than the other two dealers wanted for just the stove and legs.