Hearth & Home Distributors of Utah - Sugarhouse

Went in to the store today to ask about upgrading my fireplace. Walked around the showroom for several minutes and it was completely empty. Not a single person anywhere at any of the desks. Finally, an employee came out from the back and walked right by me without even acknowledging me. I stopped them and asked if anyone could help me. They pointed without pausing to the area where I had been browsing and said "someone should be over there" and then walked right past me and out the door. Spoiler: there wasn't anyone there to help. Totally dismissive so I left If they treat customers who are looking to spend money this poorly imagine how much worse they must be once they get paid. Yikes. 0 stars
Mar 5th, 2023

Bought a Nepolean fireplace from this store in 2015. Went to turn it on yesterday and it wouldn't light. Called Hearth and Home to have it serviced and they said they don't sell Nepolean anymore so they don't service them. So much for backing up their products. Told them I was crossing them off my list of suppliers to ever do business with again. Totally unacceptable.
Nov 2nd, 2022

Parking space Plenty of parking Parking options Free parking lot, Free street parking More
Sep 15th, 2022

I contacted SugarHouse Fireplaces for some maintenance on my gas fireplace and also getting the battery backup to work when there is a power outage in the winter so it could be used for heat. There was a bit of a queue to be seen by a tech yet I was not in a hurry. Terry from Hearth and Home came and it was great experience. Complete vacuuming of the entire interior, perfect cleaning of the glass, and full checkout of all the functionality. The battery backup box was tucked in the far back of the control section (who knows why) and he walked me through the settings to use if I needed to start the fireplace when the power went out. The whole process from start to finish was 40 minutes and Terry work fast and hard. He has been in with them for over two decades and he knows his stuff. Very friendly. To boot he added some material that glowed like embers when the fireplace was on. Very satisfied and very good price so a definite keeper for future work. It was worth giving a shout-out.
Jul 24th, 2022

Horrible service. Been trying to work with this company since November 2021 but has been a nightmare. Tried getting their guys to come to my place and take/provide measurements of the gas line and never happened. Took a day off of work to meet them at the place so they could take the measurements, the guy never showed up. When I rescheduled I asked for an eta and he said he could not provide one, he would let me know an hour before he was at our place. Well this didn't work since I would have to drive an hour to get there and he said that was all he could do. Another guy was supposed to reach out to me, guy never reached out, never got a voice message, text or email. The salesperson response to all this was that she fully trusted that they have been reaching out to me and does not know why my phone did not show their calls. Really? WORST CUSTOMER SERVICE, after this kind of experience I would not trust their work, do not recommend.
Jan 22nd, 2022