Chadwick's & Hack's Fireplace & BBQ

I recently bought Dyson37 Motor and handle from this store, their customer service is superior. Very prompt in response and listen to customers concerns with open heart. True canadian Customer service. I would definitely recommend this store to my friends.

Recently purchased a new gas fireplace from Chadwick and Hack's. Melissa did a great job taking the time to understand what we were looking for, reviewing our design and install requirements to obtain zero clearance for combustibles. She replied to every email and phone call and was a pleasure to do business with. The install team was on time, courteous, and did a professional job. Great overall experience.

Bissell told me this was a designated service center, brought my vacuum and told them what the issue was. Picked it up 2 weeks later, and I was charged a “cleaning fee” because that’s all it needed. I asked if they were sure that it was working, and they assured me everything was okay. Got home, turned it on, making more noises than before, and has 0 suction. Glad it was still under warranty and Bissell agreed to send me another. I had a feeling they were planning to charge me the fee no matter what the issue was, but I thought they’d actually fix the vacuum.

A very helpful individual, Beth, looked after my inquiry and so I am grateful that such pleasant and caring people work at Chadwick and Hack.

Amazing!

Excellent customer service and satisfaction.
I made a large significant purchase from Gary at Chadwick & Hacks.
I had an issue with the item that was not their fault and they gave me options and asked me how they can fix it to satisfy me as a customer.

2 thumbs up

Even tho this purchase didn't work out, I've shopped there before for other items and never had an issue.

Gary and Chadwicks you have a customer for life.

11/10

Thank you!

Date of experience: September 24,2023

Well where to begin - I will say that service wise coodos really stepped up and made every effort to help me even had the owner of the fireplace company that made my unit come to my house to try everything he could to get me right - they even went as far as replacing the entire unit but unfortunately it still has the same issues - although out of warranty now they are still working hard to get me right Gary and Bill are super stars at service and will always recommend people to visit the store once they commit to a customer they fully follow through- thanks team.

This is the place to go for bbq & dysons. Period. Hometown the best. I love crystal she so helpful

Wow- what a pleasure to deal with a professional sales staff! Dylan G has an encyclopedic knowledge of all makes and models of BBQ's. He was able to guide me through the many choices leading to exactly the BBQ that I needed. The BBQ was assembled and delivered on time. Everyone I met from Chadwick's & Hacks was polite and friendly.

Quick, Excellent service and delivery of replacement part. Customer service obviously their strength.

Amazing service from salesman James Powell. I purchased the Weber Master Touch bbq and some accessories. James was knowledgeable and taught me how to use the bbq. I am a first time charcoal griller and James answered all my questions. He was very responsive over email as well. I will definitely continue to use James as my salesman moving forward.

Had a technician come to inspect our gas fireplace. Advised someone would contact us about replacing it and no ones called back.

Nice people, lots of options on bbq accessories and price is reasonable. Extra credit that they are the dyson repair facility and take care of my every need

I called to see if I could get a replacement temperature probe for an old stove. They did the research and called me back with the answer and left a message. Wonderful service and very impressed as I have previously purchased 2 BBQ units and highly recommend the professionalism of this company. Sadly, the probe is not available and they still called to let me know.

I tried to place an order and instead of getting a co formation page from this website I got bunch of fraudulent charges from multiple random websites. Stay away from the fraudulent website.

Extremely horrible service - go elsewhere.

Replying to the comment left by the owner - I was with a friend while they were following up on a purchase from you and they were treated horribly. And I mean HORRIBLY. I was thouroughly floored when I saw how you treat your customers. I will absolutely never go back here, and will advise others not to as well.

Really enjoyed our experience purchasing from Chadwick's & Hack's! They shipped to us in Nova Scotia without issue!

Thanks team!

First time shopping here. I traveled from the Peterborough area to find what I wanted in stock. Gary was most helpful in securing my new BBQ for me and setting up an appointment for pick up. Arrived at my scheduled time, within 15 minutes my new 'Q was loaded and I was on my way. Excellent customer service and knowledge, as well as having hard to find items. Would recommend.

Great selection! Very friendly. Dylan my salesman was terrific to deal with.
This place really let's you know that they appreciate your business.

Bought a replacement temperature gauge for my Weber Genesis. At least, it said it was for a Genesis in the description. Foolish me- it was half the size and fit only smaller Webers. Paid as much as the item to have it shipped, not worth it to return. Total waste of money.
UPDATE August 11th (Reply to Owner Reply) :
I reached out via the email provided, and there was no response. Downgraded my review 1 star for the lack of followthrough (was it ever a serious offer?).

Was really excited to unbox and try out my new Traeger Timberline XL. While I was taking out the boxes packed in the cabinet I noticed how tight they were in there. That was when I seen that somewhere during shipping something had pierced the box and severely dented the side of the unit. Called Chadwicks and Hacks and after some photos were sent put me in contact with Traeger customer service. Called them and the rep got me to send pics via a phone link and immediately told me they would be sending another grill out and picking this one up. It took 2 weeks to complete the exchange of the BBQ `s but just received my new one in perfect condition. I am very happy with the excellent customer service at Chadwicks and Traeger.

Very disappointed with repair service of my danby beverage fridge. The repair shop took my $50 and didn't provide any quote for repairs. I didn't get any repair details so don't know what they did, all I know is that they said it was not repairable and that I could leave the unit there for recycling. I would not go back there.

Bought a BBQ from Dillon (Dylan?) recently and was really happy with the process. To be honest I've had poor customer service here before but this latest experience was honest, professional and just all around very good!

First time customer of C&H Fireplace & BBQ. Small item, 3 new control knobs for my Weber Genesis BBQ. Price was great, customer ordering and service well above average.and the product was across the province and in my mailbox within 72 hours. What a find. I would not hesitate for a moment in recommending this amazing retailer. Always nice to know some folks just plain know how to satisfy customers. Keep it up.

Huge selection of bar b ques, some fire pit tables. Staff were very friendly and knowledgeable. No one wore masks though.

Very polite and professional.
They had my washer part and it was ready for pick-up when I arrived. They run a great business.

I had a fantastic experience with the staff at Chadwick's & Hack's! Not only were they super knowledgeable about the products they sell, their customer service was second to none. It is truly difficult to find superior customer service but Melissa and the team certainly provided it to me today. I would recommend them to anyone!

Had the barbecue I was looking for and with the proper coaching got it in my suv and in a timely manner. Thanks

Went in to get a quote on an outdoor kitchen and a gas fireplace. The sales representative was very rude off the bat. Any question i had he made a snarky and rude remark. Eg. You're spending all this money on your outdoor space but you're going to get an entry level grill. Eg. Unwilling to provide examples of a grill a certain size. Well 30 inches is 30 inches it's not 33 when i asked him for a measurement.

First time going here. Would not recommend.

Great friendly service!
Went to pick up my new BBQ and I was in and out in less then 10 mins.
I recommend this place 100%

Melissa guided me through every aspect of purchasing a gas fireplace! So many considerations and options! She made the whole experience fun and painless!

I am so appreciative of the amazing customer service from James at Chadwicks and Hacks. He is so pleasant and knowledgeable. He provided me with really excellent and professional input about the Valor gas inserts.
With gratitude,
Rosemarie Taylor

Something you don't get very often and that is, a business with integrity and good old fashioned friendly, knowledgeable and prompt service! Have shopped and had appliances repaired with these folks and always to my utmost satisfaction! They also respect mask exemptions. Thank you Chadwick's & Hack's!

After my last few experiences, I could never comfortably recommend them and will never go back.

I highly recommend. COVID has created a number of delays by manufacturers that are outside of the control of the retailer yet the team at Chadwick’s and Hacks remained pleasant and professional, provided updates and really made me feel like a valued customer. Their delivery team was polite and professional as well.

I ordered my grill from this store and they gave me some of the best service I’ve had in a long time. I live in Montreal and it was easier to get a Kamado Joe delivered to my house from Hamilton then from a local store. The experience was easy, the online store with chat helped me get answers to all my questions and I was able to add some accessories to my order last minute via email. No matter where you live in Canada you should consider buying from this store the service is worth it. Thank you

Great staff and they had the parts I needed instead of telling me to look on Amazon dont even think of driving to BBQ's Galore head straight here.

Ordered a new gas grill online. Questions I had were answered quickly. Very good delivery communication. Paid to have it assembled which was well worth it. Delivery team did a great job of setting up my grill and providing quick instructions. Very happy with my purchase.

Bought weber bbq from here and happy with friendly service and the fact that they had a natural gas bbq vs propane in stock.went back and bought bbq cover today for same price as online.very happy!

Went with these guys for a new barbecue and gas line installation. We were pleased with our sales experience and with the quality of the install! There was a hiccup with the timing of our installation (Keith who does the gas line hookups was running significantly behind schedule), and they did have to move our installation and delivery to another day. However, I did find they were very accommodating with booking another date and time that would work for us! On our actual installation day, the installer was still a bit late. Not a big deal for us, since we really were just hanging out at home. Once Keith did arrive, he did a great job and even offered us a recipe suggestion. In spite of what happened, I would still come back here because the team was accommodating, knowledgeable and apologetic; the product is great too! I would maybe just suggest improving communication with your gas line installer (s) about what volume of work is possible in a day. Thanks again!

The absolute worst of the worst!

And yes some of us are more intelligent then that! This is the internet- but you know exactly what you did+

I requested a service call to have my BBQ checked for intermittently not starting because no gas was getting to the burner. The tech came, sat in the driveway for 15 min. He came and spent 5 min.looking at the bbq. It took about two weeks to get a report. Called numerous times and each time no one knew what the problem was (they had to get the tech report). Finally, I was told it need one of the four burners. They said they were having a problem finding one to get a price. (I found one on Amazon when I was on the phone with them.)

If a burner as a hole in it, how is it possible that the other burners would not lite? How is it possible not to have any gas supply because of a hole in a burner?

I was charged $130. For a 5 min service visit and the problem wasn’t even addressed.

I feel I was ripped off

We had the BBQ service technician come to our home to look at our BBQ. Great service, super kind and VERY knowledgeable. Had our BBQ fixed in no time and gave us lots of pointers for the future, Plus some great BBQ recipes and tips. Thank you!

So I called to see about replacement burner tubes for my bbq. Things stayed out great. They called me back telling me the manufacturer shows the part as discontinued but there was parts from China as an option but they’re quite expensive. He said he had a call into broil king though to inquire more and would get back to. I thanked him kindly. The next day he calls me again and says that there are parts and tells me the price. I then politely say that I am just going to take a quick look on Amazon and see if there are any options there and I’ll get back to him. At that moment he simply says SURE! And then hangs up. No have a nice day or thanks for calling, not even a simple good bye. I was going to thank him for his help but never even got a second to do that. That’s pretty bad customer service and now even if Amazon has no parts I know I won’t be going back there for the parts. I’ll go elsewhere for sure. It’s not hard to be nice even if it doesn’t look like a sale is imminent.

Great store to do business with - Gary has been very helpful on ensuring I was getting the right parts for my Yoder - did the ACS upgrade and it is awesome!

We recently ordered the Napoleon Prestige Pro 825 with the help of Nancy. She’s a true pro, and everything was taken care of over the phone. The grill arrived on time, assembled as requested, and with all of the accessories we ordered. This grill is an absolute beast, and Nancy & the team were very helpful getting it to us without hassle. Thanks team! Kudos!

Great service and prices. I ordered the Napoleon Prestige pro 825 and love it. It is a massive grill, but so versatile with infrared sear burners and main grill with durable Napoleon burners.
Gary and entire team were amazing and got me my barbecue just in time to grill a nice Waygu Tomahawk steak for my Birthday.
Steak urned out awesome going slow and finishing off with reverse sear.

*** STAY AWAY ***

The WORST customer service I have experienced over the phone EVER. If they don't like what you are saying they hang up on you! They will not give you a chance to explain yourself and will not connect you to someone else who may be able to help.
Rude and unprofessional.

Being "busy because of Covid" is not a reason to treat potential customers in this manner.

Have been dealing with Gary on a Yoder pellet smoker purchase to be sent out east (to New Brunswick) as a 40th bday present to myself. Have been extremely impressed with Gary and the staff. I've made a number of changes to my order (and have had a ton of questions) all answered with no pressure/ upsells one way or another. They have been very helpful and knowledgeable and am very confident I will continue to have support on my smoker once it arrives and in the years to come.

I went to Chadwick's and Hack's primarily as the reviews were excellent. Sadly we have not experineceid this and without going into all the details, I will just say that we would not go back. The product we purchased was great (Green Egg), the follow up/customer service not so much! And we are still waiting! Very dissappointing to say the least!

Hello,

I just wanted to write as I called first thing this morning (8: 31 to be exact) looking for a vacuum clearance filter and James answered and said he would investigate and call me back, which he did in less than 30 minutes. He informed me that type of filter was no longer being made and then, at my request, he took the time to help me select a new vacuum for purchase. What really made me feel happy was that I felt he was giving me honest information and not just trying to sell something or get me off the phone. It is such a pleasure, and more and more rare, to talk to people who both know their inventory and who are committed to customer service. So kudos to James for providing such impressive and memorable service and thank you again very much for starting my day off on a successful note!

Wishing you all a good year, and thanking you for continued excellent service even in this pandemic context.

I needed a part for my Broil King, and the shop in St. Catharines was closed. Drove all the way out to Chadwick's & Hack's for the item needed. Great service!

I placed an on line order and with in 24 hours I received a call, informing me they received my purchase request. Today I got in touch with Chad, he was very helpful with information about my order, he checked on my order and informed me it will be shipped out tomorrow.
Very helpful and responsive service. I cant wait to make more purchases with this company

We had an absolutely amazing experience with a Small Home Appliance Repair. Their customer service was beyond expectations and everyone we dealt with was friendly, generous, and very professional.

We highly recommend them, 10/10.

Horrible customer service. No communication.

If you ordered something. Follow up right away as they will not communicate with you.

I had to call a week after my order for an update only to be told my item is on back order for 2 months.

If I hadn't of followed up. They would have just let me wait.

Stay away.

I've been a customer for 20+ years and I've had nothing but friendly top-notch service and advice in that time.

Gary is the man.
Very knowlagable on all brands of smokers depending on your needs and experience.
Thanks Gary and Nancy. Going to put this Yodar to work.

Absolutely the worst customer service I've ever experienced, especially avoid interacting with Gary Green. They came to do a simple repair on my gas fireplace. They seem not so interested in the repair but more to look for any reason to offer you a replacement stove and if you do not purchase it, they will report your appliance to Union Gas. They reported my stove for not having a simple rating tag which never had any issues locating until they came into my house. Stay away. Trust me.

Horrible Horrible customer service. I own a dyson vacuum and the clutch assembly went (common problem on older models). I’ve order the part in the past from amazon and no problems. But decided to try chadwicks because I could get the part sooner. So my wife bought the clutch from them and brought it home. I installed the clutch and it was defective. My wife called them back and they refused to refund or exchange the defective and was rude about it. Now we are out 60 bucks plus the time to get the part. I work in a parts and service industry and this would have never happened at my place of work. It happens from time to time with parts. The odd one is defective and for chadwicks not to honour there own warranty policy is BS if you ask me. There customer service is horrible. Hope this helps any buyers out.

BIG MISTAKE! This retail store sells quality products but that where it ends. You will be greeted by two woman at a counter at the front of the store. They act like they hate their jobs. If you choose to do business at this store do not expect any customer service. Other than selling said quality products, I am puzzled why this store has stayed in business.

Confused as to how an establishment that has fireplace in the name can not order fireplace screens or custom doors. Ordered a bbq, over all experience was so so, nothing spectacular. Wishing places like this thrive, rather than go to the way of internet, but with this level of organization I’m sure it won’t be around for us long.

Everything you need and good chance they carry the part even for a 10 year old broil king. Friendly staff will be back.

ZERO Stars! Absolutely the worst customer service I've experienced!
Brutal, unknowledgeable staff, rude and ignorant manager, and the owner, well - he hired all these people so look no further than him.

This was a reputable business when they were located on Barton Street near Kenilworth Avenue. That was the previous ownership and they were amazing!

New ownership hasn't a clue how to operate a successful, customer focused business therefore he does not deserve mine or yours! Business relationships are earned, NOT EXPECTED!

After several telephone conversations with the manager, absolutely nothing was ever accomplished. His PROMISES to connect me with the owner never materialized.

My best recommendation - steer clear of this NOT CUSTOMER FRIENDLY business.

Customer service could improve. Bought parts for my BGE and was told that they will be there in 5-8 weeks. Got parts 12 weeks later with no indication from the store that they are sorry for the delay. They even did not bother to call or send an email to update you on the status. $500 for parts may not look like a big deal for BBQ of $1300, but little more attention to your customers will not hurt. Products received meeting the expectations. Will not buy again from this store.

Great sales assistance.in helping me decide which charcoal kettle grill to buy. Also exemplary service, when I assembled my new Weber Master Touch BBQ I was missing one small non essential part. I called late Saturday afternoon, the staff member took my request seriously and said she will take care of the issue. First thing Monday morning I received a call they had the small part for me. Thank you

Excellent service. Had the fireplace I wanted and staff were very helpful with advice and pick-up.

Worst service ever! Needed a bbq grate and the 2 ladies were extremely rude and annoyed with my simple questions. I can’t believe I even gave them 1 star!

I just want to Thank you for the fast shipping on my Dimplex Fireplace Stove! I love it and it will bring great cheer to our chilly season that’s about to happen. Top notch customer service I must say. Stay safe!

We had a microwave oven door latch problem. They were very clear with the process to drop it off for repair and said it would take 2 weeks. One week later we got a call that it was ready. The repair was minor but the service was great and a very reasonable price. Support your local businesses!

WORSE THAN USELESS! Ordered a simple switch for a dyson vacuum.was told they should have it only to get there and be told they don't.had to order.after the third week of waiting and given run around and excuses.ordered online and got it in 3 days.and they wonder why everyone shops online!

I bought a gas fireplace in October 2019 that was installed in December, 2019. By the end of January 2020, I called as the unit was making a loud rattling noise. No one called me back. I called again in February, 2020 and the original installer came. He could hear the noise, but the unit was too hot to work on it according to him. He made no attempt to resolve the problem. It is clear he is an installer, not a service representative trained to resolve problems. The store manager sent the installer 2 more times, and the installer heard the noise each time, but could not diagnose the source of the rattling noise. He changed the fan, which didn't resolve the issue. I interacted several times with the store manager who felt no responsibility for actually solving the problem. He kept on telling me I was costing him money, that was his only concern. Customer satisfaction means nothing to him.
In the end, I hired a competitor of Chawicks & Hacks whom I paid myself (although the unit is under warranty and should be serviced by Chadwicks) who sent a professional Service representative who diagnosed the problem in less than 10 minutes although the unit was hot. He was polite.efficient, an extremely knowledgeable regarding problem solving of gas fireplaces issues. He fixed the problem and explained that the unit would need to be replaced if the problem persisted. He gave me a written report.
Chadwicks & Hacks lulls customer into believing they will be there for you if there are any problems. It's a lie. The store manager couldn't care less about providing professional customer service. He was rude to me as soon as I called about the rattling noise issue, even yelling at me.
STAY AWAY from this company if you want a unit that will actually function optimally no matter what.

Thank you to your team! Amazing communication and service! Great experience working with this professional business. If it can't be fixed they will make it right!
Thanks again.
Christine M.

I feel obligated to warn others of the poor treatment you may receive when you call inquiring about a fireplace repair. We all have bad days but I phoned in February and then again in August for the same repair thinking I may have caught the woman in parts and service on a bad day. I ended up going with another company who knows what customer service should be. If you want inflexible, rude customer service that makes you feel small and that you are an inconvenience then call this woman in parts and service because this is exactly how she makes you feel So disappointing.

I’m a repeat customer and there’s a very good reason why. Their customer service is excellent. I had the same experience today when purchasing a Dyson vacuum. They even went out of their way, helping me use up some of a credit that I have (on my AMEX), a credit card, don’t accept in store. They were successful and once again, I’m a very satisfied customer. I will return.

I reached after personal talk and online about 4 pcs of kits available on stock but when reaching out not available. After requesting shows me 2pcs open boxes.