Regency Fireplace Reviews

Name: Regency Fireplace
Rating: 3.83

3.8 Rating 447 Reviews

69 %

of reviewers recommend Regency Fireplace

3.8

Based on 447 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 83%
Accurate And Undamaged Orders	Greater than 83%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	2 - 3 Hours
Customer Service	3.5 out of 5

About Regency Fireplace:

Regency manufacturers high quality gas inserts, wood stoves and everything in between. Proudly built in North America for over 40 years & backed by industry leading warranties. At Regency, it's more than a fireplace...

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Regency Fireplace 5 star review on 7th April 2024

Peter And Marta Ger****

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Don't have a new fireplace. In fact I have been trying to get my old one serviced for over a year and no one will come out to look at it.”

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Posted 4 weeks ago

“Just installed today, left on for several hours as was instructed by the installer. After dinner turned it on and the paint on the left interior wall started curling and peeling off. Scared that the whole unit was going to blow up we turned it off. Major defect….”

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Posted 1 month ago

“We love our electric fireplace! Had multiple comments on how beautiful it is and many thought it was gas!! We had it custom built to be similar to the one in the brochure. It is the show piece in our newly renovated townhouse!!”

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Posted 1 month ago

“Excellent quality, great source of heat. Best part is it looks beautiful. Highly recommend Regency gas fireplace.”

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Posted 1 month ago

“If you're looking for a reliable long lasting unit with a "lifetime warranty ", DO NOT consider this company. Their products are inferior. Their customer service is the absolute worst. Our wood burning FP90B unit lasted 3 burning seasons. Developed large structural cracks in the fire box. ( lifetime warranty). After months of getting the run around and persistent following up, finally had a second unit installed. Labor was on us. That unit is now suffering the same exact issues after 4 burning seasons. The anvils deteriorate with in months and don't hold up. The front vent tube welds fall apart. Went through 2 with in months. The inner fiber walls deteriorate with in 1-2 years. Regency wants nothing to do with it as they claim there's no warranty on the replacement. The techs are rude, if you can get through, the dealerships are just as bad. Their claim to fame about the greatest warranty in the business is a scam. You've been warned. Worst decision to ever put their product in our home!”

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Posted 1 month ago

“Three year old Regency I2700 insert. Open the door and you will always get smoke in the house. In contact with the retailer due to the damper rod stuck and inoperative. Heard this is a chronic issue with these inserts. The self cleaning glass feature is a joke. Hoping the upcoming service call will shed some light on these issues. Will let you know If Regency stands behind their product.”

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Posted 2 months ago

“F2450m worst stove!!!! Can’’t add wood without smoke filling house. Tec guy said it is a complaint from most people.. is there a”

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Posted 2 months ago

“The customer service is terrible! They always redirect to you to an authorized dealer and won't help directly. When I sent an email requesting one bolt that came off the primary air shield, I got 2 different responses (1 of them called me April and my name is Josh, and the other said the unit was sold in 2006 based on my serial number even though I purchased it in 2021). Also, the combustor takes some time getting used to and ours has broken twice. The first replacement they sent was free; the 2nd one they sent was at 50% of value plus shipping and tax, so came out to $540! If I had known how poor the customer service was I never would have purchased the Ci2700. It's a beautiful looking fireplace, but the after sales service is terrible! I would advise to avoid this company altogether!”

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Posted 2 months ago

“Would not recommend regency wood stove. No matter what you do, every time you load the stove, smoke billows out and fills the house with smoke. We bought it brand new and had it professionally installed. Along with a new stove pipe. The damper which is located under the stove gets so hot you can barely touch it. It’s also so stiff after 3 months of use we have to tap it with a hammer to open and close the damper. After reading all the reviews on this site I wish I would’ve done some research on regency before our purchase.”

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Posted 2 months ago

“My husband and I purchased a Regency I 2500 about eight months ago and only used it about two to three months. During that time we were experiencing headaches every morning when we were running the unit. I purchased a carbon monoxide detector after the headaches started one morning our carbon monoxide detector started going off in the fire department was dispatched to our home. Per the fire report the carbon monoxide was coming directly from our Regency unit. We notified Regency of the issue and they made no effort to resolve the matter or assist us with the issue, we attempted to contact another installer to see if they could reach out to Regency and Regency told them they were not to assist us. They are aware of our carbon monoxide issue and have done absolutely nothing to fix or mend the situation. Luckily, I had that carbon monoxide detector or my husband and I would not have woken up that morning. This is a very serious matter that Regency does not seem to care about. Regency even went as far to block me from Facebook and block my husband and I phone numbers. Look at their reviews on Google as well. It doesn’t appear that we are the only ones whose number were blocked or whose account were blocked on Facebook. This seems to be their standard practice. I urge anyone who is thinking about purchasing this product to do some more research and use a different company/brand.”

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Posted 2 months ago

“On 1/10/24 my wife and I experienced a frightening situation with high levels of carbon monoxide being emitted from our Regency unit, requiring the fire department to be dispatched who confirmed the CO levels. Regency made no good faith attempt at providing a resolution, and after expressing frustration over weeks of continued delaying they blocked my wife and I’s phone numbers and blocked my wife on Facebook, and prevented us from hiring a different contractor to remedy the issue. I will never buy another Regency product in my life and highly recommend to family and friends that they don’t either if they value their family’s safety. So much for a company that adamantly claims to stand by their products.”

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Posted 2 months ago

“Ever since the install ( 2 yrs ago) we have been experiencing horrible smell, coming out of the insert. Every time we put the wood in, the smoke fills the entire house. This is not normal and can potentially cause lots of health issues. We recently heard that this new regency model with catalytic came out with defects and we are not the only ones with this problem. Regency must replace these defective units asap, before anyone files legal action against the company. Especially since they know about this problem.”

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Posted 3 months ago

“Solved my ongoing problem with the Ci1150. I had it replaced with a Jotul F35 this morning. The Jotul actually produces heat, enough to heat my house. Had to wear a long-sleve shirt sitting next to the Ci1150. Then there is the absence of noise. I had to shim the CI1150 and relocate those shims constantly to prevent the rattling caused by the fan. And the door handle actually works on the Jotul. Did I mention that I don't miss ash and hot coals being blown in my face every time I opened the door of the Ci1150? Stay away from the Ci1150.”

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Posted 3 months ago

“My complaint is the same as many other my stove has been nothing but trouble yes to all with the same problem customer service is nonexistent. Now my stove is smoking through the air inlet for the burn tubes just started this.Worst stove ever worst customer service ever and warranty that's a joke .You're better off buy a tractor supply stove. These stoves are junk. REGENCY is well on the way to bankruptcy.”

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Posted 3 months ago

Dear Susan, Thank you for taking the time to provide us with your feedback regarding your experience with Regency Fireplace. We sincerely appreciate your honesty and for bringing these issues to our attention. We apologize for the inconvenience and frustration you have faced with your stove. It is concerning to hear that you have had similar problems as many other customers and that our customer service has not met your expectations. This is not the level of service that we strive to provide, and we are truly sorry for any distress caused. We understand that your stove is currently smoking through the air inlet for the burn tubes, and we are genuinely sorry for this additional problem. We assure you that we take these matters seriously and are actively working to rectify the situation. To ensure that we can improve your experience and prevent such issues in the future, we would be grateful if you could provide us with further details or suggestions on how we can make things better. Your feedback is invaluable and will help us address any existing shortcomings. Once again, thank you for reaching out to us. We value your support and genuinely apologize for any inconvenience caused. We are committed to resolving these issues and ensuring your satisfaction in the future. Best regards, Regency Fireplace

Posted 3 months ago

“Buyer beware! This company does not stand behind its products.”

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Posted 3 months ago

Dear valued customer, Thank you for taking the time to provide your feedback regarding your experience with Regency Fireplace. We truly appreciate your willingness to share your thoughts with us. We are sincerely sorry to hear about the issues you encountered and any inconvenience they may have caused. We understand the importance of standing behind our products, and we genuinely regret any dissatisfaction you may have experienced. To address the concerns you mentioned in your review, could you please provide us with some specific details about what went wrong? This information will greatly assist us in identifying areas that require improvement and ensuring a more positive experience for our valued customers in the future. Once again, we apologize for any frustration you may have experienced, and we thank you for bringing this matter to our attention. Our goal is to constantly improve our services, and your valuable feedback is crucial in helping us achieve this. Please do not hesitate to reach out to us with any further information or suggestions. We hope to have an opportunity to make things right and regain your trust in our products and services. Warm regards, Regency Fireplace

Posted 3 months ago

“We bought our Regency CI2600 in 2018. We were pleased with the stove. We run in 24 hours a day during the winter months. Had the chimney cleaned this summer and was told we needed a new gasket. I decided I would have a Regency dealer do it instead of doing it myself. I took the door off and took it to them. They replaced the gasket and cleaned everything up, looked good. I replaced the door and tested the seal, it was very loose. I tried adjusting the door but could not get a seal. Had the Regency dealer out but he could not get a seal. He left and said he needed to contact Regency for help. No one would answer the Regency phone line. I was told they tried a few time with no luck. So I tried calling and got nowhere. So I wrote an e-mail using the web page questions area, no one answered my e-mail. I can use my stove but it always runs hot! I didn’t buy a cheap stove, I didn’t buy a poorly built stove, but I surly bought a stove that has NO customer service! At this point I would not recommend Regency to anyone. The only reason I am writing this poor review is to hopefully get someone to tell me what is wrong with my door.”

Helpful Report

Posted 3 months ago

Dear Jeremy, Thank you so much for taking the time to provide us with your feedback on your experience with our Regency Fireplace. We truly appreciate your honesty and value your opinion as it helps us improve our products and services. We sincerely apologize for the inconvenience you have faced regarding the gasket replacement and the lack of customer service. We understand how frustrating it can be to have a stove that doesn't meet your expectations, especially after investing in a high-quality product like the Regency CI2600. Please accept our apologies for the difficulties you encountered while trying to reach our customer support team. We are deeply sorry for any inconvenience caused by the unavailability of assistance when you needed it the most. We would like to rectify this issue and provide you with the assistance you deserve. Please share any additional details or concerns you have about your door's seal, and we will do everything we can to help you find a resolution. Additionally, we would love to discuss how we can enhance our customer service and make your overall experience better. Once again, we truly appreciate your feedback and your willingness to bring this matter to our attention. Your satisfaction is of the utmost importance to us, and we are committed to making things right for you. Thank you for your support and patience. We look forward to hearing from you and resolving this matter to your satisfaction. Best regards, Regency Fireplace Customer Support

Posted 3 months ago

“Model F3100L. We are burning through a lot of wood quickly (2 months and down 2 cord of wood). The 2 logs never lasts for more than 2 hours. We haven't even hit the coldest part of the winter. There is never a continuous burn unless the flue is open completely. We often have to add kindling wood to the log that is half burned in order for the next log to catch fire. (The wood is dry.) We have had experiences with wood stoves in the past, and never had these issues.”

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Posted 3 months ago

“I bought a LR14E fire place. It keeps shutting off. The pilot shuts off with the burner. Relight it, it runs for a few minutes and shuts down again. Try to get service!! 3 weeks, 1 month!! Bought it June, 2023!”

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Posted 4 months ago

Dear Peter, Thank you so much for taking the time to provide us with your feedback about your recent experience with our Regency Fireplace. We appreciate customers like you who share their thoughts and help us improve our products and services. We are truly sorry to hear about the issues you have been facing with your LR14E fireplace. It is certainly not the experience we want for our customers, and we understand how frustrating it can be. Please accept our sincere apologies for any inconvenience caused. We would like to assure you that we take this matter seriously and are committed to resolving it as soon as possible. We understand that the delay in getting service has been frustrating, and we sincerely apologize for the disappointment it has caused. Rest assured, we are doing everything we can to address this issue promptly and efficiently. In order to rectify the situation, we kindly request your assistance in providing us with some additional details about your purchase and the difficulties you have encountered. This will greatly help our team in investigating the matter thoroughly and finding an appropriate solution. Please let us know how we can reach you or if there is a convenient time for us to contact you. We genuinely appreciate your patience, understanding, and willingness to work with us on this matter. Your feedback is important, we have opened a case for a customer care rep to reach out.

Posted 3 months ago

“We purchased a HI500 last year and if I could return it, I would. The design to have the smoke go up is right in front of the glass so every time you open the door, the smoke hits you in the face. There is absolutely no way to sit in front of this insert with the door open or even cracked. You can give the smoke full access to go up the flue yet no matter what you do, the smoke will fill your entire house within seconds. Also, the pictures on brochures make it look MUCH LARGER than it actually is. The glass is quite small, do not be fooled by the angles.”

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Posted 4 months ago

Dear Tennessee, Thank you so much for taking the time to provide your feedback on your experience with our Regency Fireplace. We truly appreciate your honesty and for bringing these issues to our attention. We sincerely apologize for the inconvenience caused by the unit causing smoke in the home. This may be caused by several reasons we encourage you to have an installation discussion with the dealer who installed the unit. In regards to the size discrepancy, we apologize for any misleading information provided in our brochures. We understand that the actual size of the glass may not have met your expectations based on the angles depicted. We appreciate your feedback on this matter. We would like to make things right and improve upon your experience. Please let us know how we can assist you further or if there is anything we can do to address these issues. Your satisfaction is important to us, and we value your feedback as it helps us to continue improving our products and services. Once again, thank you for taking the time to share your experience with us. We are grateful for your feedback and the opportunity to make improvements.

Posted 3 months ago

“I purchased a new Regency 2450 from All in One Chimney in Peterborough NH . They installed the stove and chimney. We were very pleased with their service. Now for the stove, it’s difficult to start. Every time I start it from being cold I get a room full of smoke. The draft is terrible even fully open with windows and doors open. Smoke pours out the ash drawer. It’s almost unbelievable. I had woodstoves by Vermont Casting, Big Moe, and Northern Comfort for the past (50) years. Never had the problems starting them. I would not recommend this new Regency to anyone!”

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Posted 4 months ago

Dear Mike,Thank you so much for taking the time to share your feedback about your experience with Regency Fireplace. We truly appreciate your honesty and your trust in All in One Chimney in Peterborough NH. It means a lot to us that you were pleased with their service. We are truly sorry to hear about the issues you have been facing with your new Regency 2450 stove. It is certainly not the experience that we want our customers to have. We apologize for any inconvenience and frustration this may have caused you. We understand how frustrating it must be to have difficulty starting the stove and experiencing a room full of smoke every time. We appreciate your loyalty as a long-time user of woodstoves and your comparison with other brands you have had positive experiences with. Rest assured that we value your opinion, and we would like to make things right for you. Please let us know how we can better assist you to improve your experience. Your feedback is important to us, and we want to ensure that we address your concerns promptly and effectively. Thank you once again for bringing your concerns to our attention, Mike. We truly appreciate your feedback, and we are committed to making necessary improvements to ensure customer satisfaction.

Posted 3 months ago

Regency Fireplace is rated 3.8 based on 447 reviews