Brentwood, United States
7114 Moores Ln
N/A
+1 6153097738
Kerbside pickupDeliveryIn-store pick-upIn-store shopping
Wheelchair-accessible car park
I researched where to buy a Big Green Egg for a couple of weeks and ended up going with Embers Grill and Fireplace Store. I ended up getting the XL and love cooking on it. They had a great selection of products and Rodney provided great customer service.
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Well let me start by saying that Embers was great when we used them 5 years ago. So good that we referred my mother in law to them. Well, things have changes. After ordering a new fireplace set and waiting weeks and weeks for the \appointment\, she was called the day before and told, sorry (they really weren't sorry) that the parts did not come in. They had the nerve to say they had no idea when the parts were coming in and basically had no interest in helping resolve it. 2 lost customers now. I would not recommend, this was handled very poorly!
Saleperson Rodney and Installer Jay did a fantastic job of giving my fireplace a beautiful new look! They both made the time and effort to ensure that my questions were answered and everything went smoothly on my installation of fire glass and fire spheres. Thank you so much, Embers!
Sales person and installation manager did not seem to communicate well and I felt I wasn’t informed about my purchase being on back order when I paid in full. I feel like they should have confirmed availability before taking my money. In fairness they did give me my money back but dealing with them wasn’t worth the hassel. The way this was handled by the manager definitely cost them my business but more importantly my recommendations. From my briefe interaction with them on the phone I got the sense they didn’t care which isn’t surprising. Of Note: Owner did call me and explained the issues. I appreciate that follow up but I still think I’m glad they REFUSED my buisness. Probably did me a huge favor.
The grill was exactly what I ordered. It was installed on time and professionally. Great experience and the grill is excellent quality.
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