I reached out for tech support during a fireplace installation, including the venting setup, and had the chance to work with Dean. After more than 20 years in this trade, I can honestly say this was o... See more
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Review summary
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The customer service team at North Country is top notch. They responded immediately, setup a next day appointment, and kept to the agreed schedule to the minute. Dean was super helpful identifying and... See more
Company replied
We dealt with both Tim the salesperson and Dean the person who was super knowledgeable about how to install and what items to order! They were very good about keeping in touch with both myself and my... See more
Company replied
I was so lucky to have reached Dean! I had a very difficult situation where the builder at my new construction home informed me they were “missing” parts and they could not continue to install.... See more
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Company details
Written by the company
North Country Fire is an authorized online retailer focusing on providing the best selection in Electric Fireplaces, Gas Fireplaces, Direct Vent Stoves and Gas Inserts. Specializing in contemporary and modern wall fireplaces from Napoleon, Majestic, Empire, Dimplex, Monessen and more. We pride ourselves on providing the best customer service in the industry, take a look at what our customer's have to say and get in touch for great pricing and the ultimate customer service experience.
Contact info
2760 White Mtn Highway, 03860, North Conway, United States
- 844-956-4755
- northcountryfire.com
4.9
Excellent
2K reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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Dean was a tremendous help
Dean was a tremendous help with the propane conversion problem I was experiencing and the overall installation of the Napoleon fireplace I purchased. He was patient, listened carefully, and was very knowledgeable. His support is the reason I continue to purchase from North Country Fire.
3 September 2026
Unprompted review
Tatiana was Outstanding
Tatiana was extremely knowledgeable, courteous, and professional, ensuring my questions were answered. That type of positive employee is invaluable and I hope North country fire recognizes her for her efforts!
3 September 2026
Unprompted review
Dean Allen is the best
I needed help returning a product I purchased from North Country Fire and Dean Allen was great help!! Not only did he help easy the process but also took the time to stay on the phone with me for over 30 mins answers multiple questions I had regarding a chimney I had previously purchased!!
31 August 2026
Unprompted review
Extremely knowledgeable sales…
Extremely knowledgeable sales representative. Chelsea was very polite and professional. She answered all of our questions and posed questions that helped us navigate to the fireplace unit that was best for us. Shipping was super fast. We received the unit in less than a week. Everyone else told us 8 to 10 weeks.
28 August 2026
New gas fireplace order
Chelsea was very helpful in choosing our fireplace. Got back to us right away with every question.
31 August 2026
I purchased an Empire Vail 32 vent free…
I purchased an Empire Vail 32 vent free gas fire place North Country, great people to work with! Dean Allen is Amazing !!! the guy knows his stuff !!! Don’t know what i would have done without his help , seriously he is the Best !
25 August 2026
Unprompted review
Looking for a fire place was way more…
Looking for a fire place was way more than a chore but Steve and tim at North County Fire really came through . They answered all my questions along with putting me at ease. Customer service is extremely exceptional!! Can’t wait to use it!!!
1 September 2026
Reply from North Country Fire
Patrick,
Thank you so much for taking the time to leave this wonderful review!
Shopping for a fireplace can definitely feel overwhelming with all the options out there, so we are thrilled to hear that Steve and Tim were able to take the stress out of the process for you. Delivering exceptional customer service and making sure you feel completely confident in your choice is always our top priority.
We can't wait for you to light that first fire and enjoy your cozy new space! Please don't hesitate to reach out to us if you need anything else as you get settled in.
Warm Regards,
The Team at North Country Fire
Dean helped tremendously
Dean helped tremendously. Put together options and helped with the design.
1 September 2026
Reply from North Country Fire
Steve,
We sincerely appreciate you taking the time to leave us a 5-star review and give a shout-out to Dean, our Technical Support Rep.
If you need anything else at all, please do not hesitate to reach out.
Warm regards,
The Team at North Country Fire
⭐️⭐️⭐️⭐️⭐️
⭐️⭐️⭐️⭐️⭐️
This was my first time ordering a fireplace, and I had a quick question about which kits were needed for my order. When I called customer service, Tatiana was incredibly helpful, patient, and knowledgeable. She took the time to make sure I understood everything and even followed up with me afterward to make sure everything was okay.
What really stood out was that even when she didn’t immediately have the information I needed, she took the extra step to contact her technician and confirm that we were ordering everything correctly. She got back to me within 24 hours, which I really appreciated.
Excellent customer service from start to finish! I will definitely be ordering from them again, and I hope I get Tatiana again next time. She was fantastic!
1 September 2026
Unprompted review
Reply from North Country Fire
Thank you so much for taking the time to leave such a wonderful 5-star review!
We are thrilled to hear about your experience with Tatiana. Taking that extra step to consult with our technical team and following up promptly within 24 hours is exactly the level of service we strive to provide. Fireplace kits can certainly be tricky to navigate on a first order, so we're glad she was able to give you full peace of mind.
We will be sure to pass your kind words along to Tatiana. We look forward to helping you with your next project down the road.
Warm Regards,
The Team at North Country Fire
5 star customer service
Steve was very helpful in assisting me choose which fireplace and accessories would work best for my house. And Tatiana had phenomenal customer service with keeping me up to date with shipping and warranty information. I would highly recommend shopping here due to their customer service
31 August 2026
Unprompted review
Reply from North Country Fire
Weston,
Thank you so much for the wonderful recommendation! We are thrilled to hear that Steve was able to guide you toward the perfect fireplace and accessories for your home, and that Tatiana kept you informed every step of the way with your shipping and warranty details.
Providing top-notch customer service is always our goal, and knowing we made your experience smooth and enjoyable means alot to our entire team. We hope you enjoy your new fireplace for many cozy years to come!
Warm Regards,
The Team at North Country Fire
Patience is a virtue…Dean gets a 10+…
Patience is a virtue…Dean gets a 10+ for his patience in methodically trouble shooting our issue over the phone, and not giving up until we had the situation resolved.
He is extremely knowledgeable about all the in’s and out’s of the fireplaces and, in our situation, the remote controls.
Give this man a raise and a nice vacation package!!! He earned it in just our phone call.
28 August 2026
Unprompted review
Reply from North Country Fire
Thank you so much for taking the time to share this wonderful feedback!
We are absolutely thrilled to hear how Dean was able to guide you through the troubleshooting process. Remote controls and fireplace mechanics can certainly be tricky, but Dean’s deep expertise and steadfast patience are exactly what we strive to deliver every day.
Reviews like yours mean a lot to us and inspire our whole team to keep providing top-notch service.
Enjoy your cozy, working fireplace, and please don't hesitate to reach out if you ever need anything else!
Warm Regards,
The Team at North Country Fire
A+++++ Customer Service (I mean it. read on!)
I bought an outdoor fireplace from North Country Fire. There are lots of places you can go to buy online, and what sold me on North Country fire was the access to customer service. I’m installing it myself. I’m into the build and have reached out to them twice now and have had some of the best customer service i’ve received. Dean was extraordinary in his help, sending me diagrams, giving me advice on options, walking through the manual on the chimney build options, and brainstorming with me. what a great experience, very happy that I bought with them.
27 August 2026
Unprompted review
Reply from North Country Fire
Joel,
Thank you so much for taking the time to share this!
Self-installing an outdoor fireplace is no small project, so hearing that Dean was able to help you navigate the build, talk through the chimney options, and send over the diagrams you needed means alot to us. Providing real, knowledgeable support when you're in the thick of a project is exactly what we strive for.
We truly appreciate your business and your kind words. Good luck with the rest of the build, we can't wait for you to light that first fire and enjoy your new outdoor setup!
Best regards,
The Team at North Country Fire
Reply from North Country Fire
Julie,
We sincerely appreciate you taking the time to leave us a review.
If you need anything else at all, please don't hesitate to reach out.
Warm Regards,
The Team at North Country Fire
Excellent customer service
I loved my most recent shopping experience with North Country Fire. Steve in customer service was most helpful and patient throughout the constantly evolving order process. We changed several times while trying to dial in on the exact right piece and he kept making updates and ensuring that we had everything perfect.
25 August 2026
Reply from North Country Fire
James,
Thank you so much for the 5 - Star review!
We know that finding the exact right piece can take some fine-tuning, so we’re thrilled to hear that Steve was able to guide you through every change with patience and care. Making sure your order is 100% perfect is always our top priority.
We truly appreciate your business and hope you enjoy your new setup! Please don't hesitate to reach out if you need anything else in the future.
Warm Regards,
The Team at North Country Fire
Best Customer Service Ever!!
Despite receiving damaged units twice, Tatiana in customer service has won me over. She was extremely responsive following each return, making sure that replacement units were immediately ordered and shipped, and following the second one, she followed up with me and the shipper several times to ensure timely delivery. Issues can always happen but how you address them is a mark of your quality as a company. Tatiana made NCF look like a world class organization. Best customer service ever!!
25 August 2026
Unprompted review
Reply from North Country Fire
Rick,
Thank you so much for taking the time to share this review. While we are truly sorry that you had to deal with damaged shipments in the first place, we are thrilled to hear how Tatiana stepped in to make things right.
Shipping mishaps are always frustrating, but we believe, just as you mentioned, that how a company responds makes all the difference. Tatiana’s dedication to following through with the shipper and keeping you updated every step of the way is the exact level of care we strive to provide every customer.
We’ve passed your kind words directly to Tatiana and the rest of our leadership team. Knowing she helped turn your experience around means a lot to us. Thank you for your patience, your trust in us, and for being such a wonderful customer!
Warm regards,
The Team at North Country Fire
Very easy to work with.
24 August 2026
Reply from North Country Fire
Lucy,
Thanks so much for the 5 - Star review! We are happy to hear that you found our team easy to work with.
If you need anything else, please don't hesitate to reach out.
Warm Regards,
The Team at North Country Fire
Really helpful team!
Bought a gas stove, and was really impressed by their support team. Tim and Dean walked me through all the technical specs and installation details before I ordered, which saved me a huge headache. Everything arrived safely, and I'd definitely buy from them again!
20 August 2026
Unprompted review
Reply from North Country Fire
Lukas,
Thank you so much for the fantastic review!
We're thrilled to hear that Tim and Dean were able to give you the guidance you needed before making your purchase. Taking the time to get the specs and installation details right beforehand makes all the difference, and we're glad they could help save you that headache.
It’s great to know your gas stove arrived safely and that you had such a positive experience with us. We truly appreciate your business and look forward to helping you out again in the future! Enjoy your new stove!
Warm Regards,
The Team at North Country Fire
Dean and Tatiana were fantastic!
Dean was fantastic! Sometimes when you buy online the tech support isn't so great. That is not the case at North Country Fire, Dean and Tatiana were very knowledgeable and helpful.
24 August 2026
Unprompted review
Reply from North Country Fire
Jim,
Thank you so much for the kind review! We know that buying online can sometimes feel like a gamble when it comes to customer support, so we are thrilled to hear that Dean and Tatiana made your experience seamless and stress-free.
Providing knowledgeable, hands-on support is a huge priority for us, and we'll be sure to pass along your kind words to both Dean and Tatiana. Please don't hesitate to reach out if you ever need anything else!
Warm Regards,
The Team at North Country Fire
Price matching
Price matching, Tim was responsive and helpful. Clear communication and no hidden fees.
24 August 2026
Reply from North Country Fire
Heidi,
We sincerely appreciate you taking the time to leave us a 5-star review and give a shout-out to Tim. I remember working with Tim on your quote to see what we could do to price match, and I was happy to see that we earned your business.
If you need anything at all, please do not hesitate to reach out. We're happy to help and are glad to be working with you on this project.
Warm regards,
The Team at North Country Fire
Chelsea was very competent
Chelsea was very competent, knowledgable, and prompt in her responses. She was able to advise us on specifics and provided quotes quickly. Greatly appreciate the expertise.
21 August 2026
Reply from North Country Fire
Katie,
Thank you so much for the wonderful feedback! We are thrilled to hear that Chelsea was able to provide the prompt, knowledgeable service you needed to get quick quotes and tailored advice.
Your appreciation means a lot to our team, and we’re always here if you need any further assistance!
Warm Regards,
The Team at North Country Fire
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