We had a problem with our new stove the 1st year it was purchased. It had a defect and was covered under warranty (spoke with the company). In order to be covered, we had to use a distributor (i.e. the store we bought from). This store wouldn't honour our warrantee and was going to charge us $65 for the part plus shipping (AND they were insisting that THEY install it..oh, that was another charge too)!!! Their reasoning was that we were a third party & NOT the original buyers!
Since we had hired our trusted chimney sweep to act as our contractor to buy & install our new fireplace insert, stoves & stuff refused to recognize us as the original owners. We decided to not pay & see what else we could do. Another call to Avalon (the stove co.) & I was assured that THEY would definitely consider this part under warrantee. They don't ship directly to consumers, so I HAD to have it delivered to a store. They recommended another Avalon dealer. Unfortunately, the next closest was 85 miles away! Stoves & stuff WOULDN'T BUDGE! Just on principle, we REFUSED to use them EVER again! This other dealer honoured our repair AND took the time to explain how to easily replace the part (no house call needed) ALL for free.
Stoves & stuff made a sale but lost a customer for life. Over the years, we have "accessorized" but NEVER by spending a dime with their store!
All USA
We had a problem with our new stove the 1st year it was purchased. It had a defect and was covered under warranty (spoke with the company). In order to be covered, we had to use a distributor (i.e. the store we bought from). This store wouldn't honour our warrantee and was going to charge us $65 for the part plus shipping (AND they were insisting that THEY install it..oh, that was another charge too)!!! Their reasoning was that we were a third party & NOT the original buyers! Since we had hired our trusted chimney sweep to act as our contractor to buy & install our new fireplace insert, stoves & stuff refused to recognize us as the original owners. We decided to not pay & see what else we could do. Another call to Avalon (the stove co.) & I was assured that THEY would definitely consider this part under warrantee. They don't ship directly to consumers, so I HAD to have it delivered to a store. They recommended another Avalon dealer. Unfortunately, the next closest was 85 miles away! Stoves & stuff WOULDN'T BUDGE! Just on principle, we REFUSED to use them EVER again! This other dealer honoured our repair AND took the time to explain how to easily replace the part (no house call needed) ALL for free. Stoves & stuff made a sale but lost a customer for life. Over the years, we have "accessorized" but NEVER by spending a dime with their store!