Regency Fireplace Reviews

Name: Regency Fireplace
Rating: 3.97

4.0 Rating 579 Reviews

73 %

of reviewers recommend Regency Fireplace

4.0

Based on 579 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	2 - 3 Hours
Customer Service	3.4 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 30th December 2024

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

“Installed new i1150 wood insert last fall. More often than not , almost every day, the top baffles fall out, front pipe collapses, and top fire bricks repeatedly fall out, often during active burn. Consequently, most bricks are already broken after less than one season.”

Helpful Report

Posted 4 years ago

Thank you for reaching out. Our Customer Care team has been notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com.

Posted 4 years ago

“We recently purchased a Regency Classic F1150 wood stove and are so disappointed! The heat output is not what we expected based on the brochure. They advertise a burn time of up to 8 hours and we only get 3!! We have to set an alarm every 3-4 hours in the night. The firebox is so small that the ash builds up so much after two days that there’s no room for the logs, and the coals either spill out the front or pile up in the back causing the logs to roll out the door. We even found a cracked brick at the back after only 2 short uses! We had high expectations from regency and are very disappointed.”

Helpful Report

Posted 4 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Also please find below a helpful link on how to operate a wood stove. https://www.regency-fire.com/en/Customer-Care/Fireplace-Care-Guides/operating-EPA-wood-stoves-efficiently

Posted 4 years ago

“happy with my hearth heater, disappointed that my questions sent through their website were not replied to”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. We apologize we did not receive your question but please reach out to our Customer Care team directly at customercare@regency-fire.com and we will be more than happy to answer any of your questions.

Posted 4 years ago

“I have a defective enamel finish on my wood stove, neither the representative or Regency seem to be doing anything about it! Regency has asked to replace the defective parts, but as time progresses im sure other parts will begin to pit! This will most likely turn into a cat and mouse chase for me! Very discouraging to be in this situation! Buyer beware!”

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Posted 4 years ago

“I am so happy with the investment I made this year to convert my wood burning fireplace to Gas. With a click of a button, I can have a fire each and every day. Spa Hearth and Home made the process of converting very easy.”

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Posted 4 years ago

“You have to put wood in every 4 hrs tryed everything. Called the people I bought it from. They say it’s a learning curve. I even had a friend who has a insert,and he didn’t have any luck ( Not the same brand)”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Due to regulations, the new EPA-certified burning wood stoves, inserts, and fireplaces are cleaner burning and more efficient. Therefore, burning practices and habits from older models to the new ones need to change to adjust for the technology and more restrictive passages. To properly burn these units, you will need to lengthen the unit's kindling (startup) period compared to old wood stoves. A well-established and hot bed of coals is required before any large pieces of wood can be added. It is essential to get your unit hot before adding more wood. See the best practices for starting and maintaining a wood fire in our epa stoves here: https://www.regency-fire.com/en/Customer-Care/Fireplace-Care-Guides/operating-EPA-wood-stoves-efficiently You can also contact our customer care team directly at customercare@regency-fire.com for further assistance.

Posted 4 years ago

“The pictures online are incredibly inaccurate. It is unbelievable to me that these come with a safety screen that sticks out 2 inches from the face and the online photos do not show this AT ALL. We waited months for this due to COVID and it shows up with the huge letdown. Very disappointed.”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your model number and serial number.

Posted 4 years ago

“The mother board went out after only 4 months of use! Unfortunately our only source of heat. The retail outlet we bought it from has been waiting 2 weeks to get it in the parts to fix it. Wish I had bought a different pellet stove!”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Our Customer Care Team has already reached out to you. Please contact them directly at customercare@regency-fire.com for any further concerns.

Posted 4 years ago

“I have had my new Regency CI2700 for 3 days now. It fails to raise the temp in my 400 sqft living room a single degree. The fan is extremely weak on this unit. It's marketed and sold as being able to heat over 1500 sqft, that is a lie. The dealer and installer said to follow the manual exactly and I have. After calling and having nothing but complaints after the first night of owning it, the dealer sent the regional Regency Reps to my home and they packed it full of kindling, all the way to the ceiling and all the way to the glass and isolated my living room and raised the temp 1 degree in 2hrs during the middle of a 55degree day. They claimed the manual's directions and the log retainers were only for being able to pass EPA testing. This fan blower was over 300$ add on and I get more air output from my floor vents in my home. You cannot feel any airflow 3ft in front of the stove. I was told this was normal airflow for this stove and that we should just be happy with the stove because it looks nice. Beyond the lack of functionality, the door came on it all scratched up and missing coating and will only open about 70 degrees, no where near the 110 degrees as advertised. Very upset to have spent this kind of money on an insert and waited 3months to get it, only to now be taking a loss on having to fight to return it to my dealer. Im so disappointed that I have, after 3 days of owning this stove, just went this morning and bought a Buck Stove Model 91 to put in the Regency CI2700'S place as soon as it cools off. Furthermore, the dealer/installer failed to fill out serial numbers during install so Im stuck waiting until the removal of the unit to be able to obtain the information I would have needed for warranty. A complete waste of 3+ months during winter.”

Helpful Report

Posted 4 years ago

Thank you for your message. The Ci2700 is an extremely popular Pro-Series Hybrid Catalytic unit; known for being a highly efficient wood insert, capable of generating considerable heat output when installed and operated correctly. Our technical team was informed yesterday of your performance concerns and is currently working with our sales rep and dealer to investigate further. We will be in touch once we have more information.

Posted 4 years ago

“I had the i2700 insert placed in our cabin last fall. The stove works okay, the trim piece is flawed, it uses bolts at the top and magnets at the bottom to hold in place. The amount of smoke that dumps in the house when the door is opened is terrible. I grew up houses with wood heat as only heating source, I know how to use wood stoves, but this one is terrible. If there is any wood burning other then a bed of coals, smoke pours into the house. The installer said this was normal. due to the amount of smoke, we will not rent our cabin out for fear that a lay person starting a fire would fill the house with smoke. Inside the stove, there is a metal bar with holes in it, part of the "cat", it continues to fall out. If i were to do it again, I would not have bought this model.”

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Posted 4 years ago

“We purchased this gas fireplace ( model B3XTCE-10) in 2016 and have had nothing but problems! When turned on you can hear the click but the fire is delayed coming on, makes a big boom before it comes on or doesn't come on at all. We have spent a lot of money with part replacements and technicians. And now 6 months later the boom started, etc, and it will not come on again. Very disappointing and upsetting! However, when it does burn it is lovely!”

Helpful Report

Posted 4 years ago

Thank you for reaching out. Our Customer Care team was notified about the issues you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name.

Posted 4 years ago

“I needed help sorting out my rebate and how the system works on batteries during an outage. The ladies were all lovely that helped.”

Regency Fireplace 5 star review on 10th February 2021

Helpful Report

Posted 4 years ago

Thank you for your review Anne. We appreciate your feedback :)

Posted 4 years ago

“Dear Regency, My replacement unit SN 516012341 was installed on 2/04/2021. Installers were Karl and Justin Mangold of Wilshire Fireplace Shops, located in Encinitas, California. Compaired to the first company, it was night and day. Custumer care was on the top of thier list. Your new unit works great. We were unable to use the original unit for the past two years due to I believe intransit damage or droped from a height. The original installer installed it anyway. I was difficult operate from the very beginning as the various controls were very stiff as though they were bent and the door would not close properly allowing smoke to inter the living room, on removal by Mr.Mangold, there were loose and bent metal parts. For two years or more the selling company in La Mesa, Ca. refused our request for assistance. In the fire place base there was an opening for ash removal. The original installer stuffed a pair of Denem pant legs in the opening and then placed the original damaged unit over the opening. As a former Fireman, I would say that it was a fire hazzard and we are lucky that my home did not catach fire. We have already praised and recommended your company to our friends and family who have regular fireplaces for making an outstanding product and also Wilshire Fireplace Shops for their help in resolving our problem and providing an oustanding service that is not much seen today. Thank you for your consideration and standing behind your wounderful product. PS: Your unit heats all of my 18 hundred square foot home. Yours, Edward and Elaine Cotter”

Helpful Report

Posted 4 years ago

Thank you for your Review Edward and Elaine. We appreciate your feedback.

Posted 4 years ago

“Badly designed in many ways. they market you can say set and forget. wrong. you will be tending this fire all day. 1) the fan temp sensor is in the base of the fire but the thermometer is at the top. so the fan will cut off even when you have a roaring fire (I have seen 1000 degrees but the fan still wont enage). Contact the dealer who said that is just the way they work. So you must constantly clear the ash and. even then it can take 60 +mins before the base is warm enough for the fan to engage on auto. 2) the fan itself is so loud that you will not be able to hear anyone speak if you are tending the fire. 3) the temperature will immediately plummet when you engage the catalytic converter. You have to get the fire to over to 700+ before you close the flu and engage the converter. Good luck with that if you live north of DC. Yuo will need to work that fire for hours to get it hot enough. 4) Air intake is inadequate. 2 impacts. a)To get the fire going you will have to have the door open and either stand by it for 45 mins every morning or jerry rig in a way it doesnt swing all the way open and burn your hose down. b) closing the intake (to try to have a low burn thru the night) will smoother the fire every time. You will wake up to have burned logs and a cold fire. given these are amongst the most expensive inserts, they are ridiculously badly engineered. ”

Helpful Report

Posted 4 years ago

Thank you for reaching out. Our Customer Care team has been notified about the issue you are experiencing. Please contact our team directly at customercare@regency-fire.com. Remember to include your model number, serial number and dealer name.

Posted 4 years ago

“I too have a problem with fan noise on hi the rattleis unbearable, at times it drowns out my television, other than that I love my insert”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Please contact your dealer and our Customer Care team has also been notified about the issue you are experiencing. You can contact the team directly at customercare@regency-fire.com.

Posted 4 years ago

“As the owner of a "DUMB" 16 y.o. gas fireplace (N brand) I was confused by all the OPTIONS for a new "SMART" fire. Selected REGENCY, the P33CE as it was small enough to fit in a "corner mount" area near a large window. The available diagonal space was 55.5 inches and the P33CE needed 54.5. I bought it from a local dealer but when they heard I was going to do most of the install myself, well let's say They were LESS than HELPFUL. I got a local gasfitter installer to install the unit while I framed it in and did the wall finishing. There is a large MAZE of tangled looking wires in the control area but fortunately, they are all connected and "ready to go" from the factory. Once it was set up, I was impressed with the ease of putting in the OPTIONAL Logs and also the fan and fan module. Batteries "IN" to the module and remote and a brief read of the instructions and I had it up and running. My previously "freezing" basement media room was now comfortable and WARM. The SIX flame levels and SIX fan speeds make for a infinitely adjustable heat source and its a good looking unit, too ! All our friends comment positively on the "build" and how nice it ended up..proud to "show it off" to everyone ! Voila !”

Helpful Report

Posted 4 years ago

Thank you for your review Alan. We are happy to hear that you are enjoying your new Regency Fireplace.

Posted 4 years ago

“The Regency i2500 insert is a great centre piece on the main floor, and the use of the digital thermometer is quite handy. Though I don't know if this is due to poor installation or another factor but seasoned hard wood tends to burn up completely in a hour or two. This is after getting the fire going nicely for a few hours with the average stove temperture of over 500 celsius. The damper being almost completely closed and the catalyst engaged. One of the reasons my wife and I purchased the insert last year was due to the unit's wood burning efficiency and heat output. However as is the insert has to be refueled constantly. A fact I keep getting reminded of. In terms of heat input the i2500 has trouble keeping the main floor, open concept of about 1600 sq ft above 18/19 degrees celsius when colder than -8 degrees celsius outside. Though I suspect the unit is just too small for the floor space. The fan itself, as others have mentioned is loud on high and prone to rattle noises. Overall if I knew what I knew now I wouldn' have purchased the i2500.”

Helpful Report

Posted 4 years ago

Our technical team has been in contact with you about solving this issue. This issue is likely caused by an installation or environmental issue, causing the insert to draw faster than average. We are working with your dealer to have this taken care of. Please coordinate with your dealer to arrange for a service appointment to rectify this issue. Should you have any additional concerns, please don’t hesitate to contact our customer care team at customercare@regency-fire.com.

Posted 4 years ago

“Remote stopped working 4 weeks in.support???”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Our Customer Care team was notified about the issue you are experiencing. Please see the link below for some helpful tips or contact your dealer for further support. If you do not hear back from us in the next couple days please contact our team directly at customercare@regency-fire.com. https://www.regency-fire.com/en/Customer-Care/Fireplace-Care-FAQ

Posted 4 years ago

“The fan noise is only tolerable on its low speed, then hardly any heat comes out of it. Our old insert with a low fan speed could heat the family room up to 78F. in 2 hours. The regency insert takes 6hrs. just to raise the room temp to 72F. and this is with our furnace set at 70F. We should have checked out other brands. The installer said that is how they are!!!”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us. Our Customer Care team was notified about the issues you are experiencing. If you do not hear back from us in the next couple days please contact our team directly at customercare@regency-fire.com. Please remember to include your model number, serial number and dealer name so we can look further into it for you.

Posted 4 years ago

“We purchased a b-vent U38 nat. gas stove from a local dealer. The stove looks great - but - it will not work in our house. The stove is in our finished basement and vented through a 20 ft block chimney. The problem is our stove essentially overheats and shuts off because it cannot vent enough heat and take in enough room air. The Regency stove looks great, has good features, etc. Make sure someone with extensive gas stove experience checks out your house in-person before you buy so you get the correct vented stove.”

Helpful Report

Posted 4 years ago

Thanks for reaching out. Our Customer Care team was notified about the issues you are experiencing. If you do not hear back from us in the next couple days please contact the team directly at customercare@regency-fire.com.

Posted 4 years ago

Regency Fireplace is rated 4.0 based on 579 reviews