Name: Regency Fireplace
Rating: 3.97

“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 1 year 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 1 year 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 1 year 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 1 year ago

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

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Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“Can never control the burn … woods burns up an average of 1.5 hours this is a replacement stove the first one was worse, I own my own tree service and our wood is dry and perfect size .but I will say it a nice looking stove .but I would never buy one again”

Helpful Report

Posted 1 year ago

Thanks 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. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 1 year ago

“I have been using a model Ci1150 for two years. The longer I use it, the more I dislike it. It has a myriad of design flaws. The air control is located below the door. The slot that accommodates it is right below the firebox. Ash and hot coals that spill out when the door is opened end up getting blown into your face. Worse, the ash accumulates under the stove and impedes air flow. It also makes the damper almost impossible to move. The breathing tubes are easy to dislodge when loading the stove with wood. The top baffle is made of some light weight fragile material. It is easy to penetrate when loading the stove. Plus, it tends to disintegrate with time. The door handle is starting to fail because the latching mechanism is defective. The temp sensor for the fan stopped working some months ago so I replaced it with one of my own design which works much better. The biggest problem, however, is that it produces no where the amount of heat as advertised. I've been never able to get the top of the stove above 110 nor the door surface temp above 200. I burn hardwood I harvest myself with moisture content of 10-20%. This stove is meant for occasional use, not for heating a house. Wish I had the Jotul 100 I had when I lived in Wisconsin.”

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Posted 1 year ago

“Absolute garbage. Nothing but trouble. Installed Regency Hampton HI500 in the fall of 2021. Catalytic turned into a pile of dust after one season. Replaced under warranty, but had to pay $160 for shipping and installation. The door latch does not work properly because the catch pin is made of soft metal and it gets worn and ground down quickly, making it difficult to close the door. $160 + labor to replace the door catch. After season 2, the catalytic burned through again and needs replacement. To top it all off, now the welds developed cracks in the corners of the chamber and the entire insert needs to be replaced, under warranty but for $500 labor installation cost. Was told by a technician not to burn and wait for replacement, which will take weeks. It is winter in New England now and this $4,500 piece of junk can't be used.”

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Posted 1 year ago

“We had a Hampton H15 direct vent gas fireplace installed in 2018, in an attempt to cut heating costs in a room heated by electric radiators. The stove has been off all summer but would not light this fall. After a $100 service call, we find that our 5 year old stove needs electrical parts costing $600. This part would be guaranteed 1 month unless the dealer extends the warranty. I cannot understand what could have gone wrong, but it has definitely not been a way to cut heating costs for us. We would not purchase a Regency product again”

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Posted 1 year ago

“I will not under any circumstances buy a Regency gas stove ever again. We have had an absolute nightmare getting a C34 gas stove that will work. If I could give a zero star I would. We are now on the second C34 stove after hooking up has found to have a defective mother board. Where is the quality control??? Our first C34 did not work properly also right out of the box because of an incorrect remote paired with the stove. Then when having it serviced for this upcoming season by a licensed technician it would not light and with the power off and gas turned off it actually had a delayed ignition, blew the safety valve out the bottom and injured the technician who had to go to the hospital. Not only us but the service technician has lost all confidence in Regency, a brand which he did recommend to us. We are looking to get our money back and move on to a more reliable company. This has been a 10 month nightmare.”

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Posted 1 year ago

Hi Andrew, we are very disheartened to hear about your incident. We take safety extremely seriously and take great measures to investigate any incidents reported to us. To do this further, we will need you to contact our Technical department at customercare@regency-fire.com or 604-946-5155 and give a full accounting of the event, including the serial number of the unit in question, the installing dealer, and any other relevant information.

Posted 1 year ago

“This company is a waste of time, firstly they don't turn up when an appointment is made with them to visit, secondly when you ask them for a quote they just do not get back to you. I wonder that they are still in business!”

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Posted 1 year ago

Thanks for reaching out. Our Customer Care team was notified about the issue you are experiencing. You can contact the team directly at customercare@regency-fire.com. Please remember to include the model number and dealer you were in contact with. As always, we stand behind our products and would like to assure you that no issue will go unattended.

Posted 1 year ago

“Do not buy this brand stove Baffles went out and company refused to replace them even though they say stove has a lifetime warranty.They said we overheated the stove!! If you can’t use the stove for heat then what good is a wood stove.”

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Posted 1 year ago

Hello Scott, Thanks 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. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 1 year ago

“Don't believe the ad regarding customer service. I spent $6000 on a gas insert that worked well for only one year. They, and the dealership, ignored emails and gave me the runaround until my warranty was up. Regency stoves and inserts are junk. My advice...buy something else.”

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Posted 2 years ago

Thanks 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 2 years ago

“An electronic component died just after 2 years. I was charged $400 to have it fixed because it was just outside warranty period. It a small part made out of plastic with a small electronic board on it. Likely cost them less than $1 to manufacture. I've contacted Regency about this and they told me to pound sand. They ignored my follow up questions. I've learned my lesson. Do not by from Regency. They don't care about their products or customers.”

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Posted 2 years ago

Thanks 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. Remember to include your model number, serial number and dealer name.

Posted 2 years ago

“Paid big bucks for this stove. Lighting it is always a problem. Smoke comes out the door instead of going up chimney. I don't have this problem with the stove where I work. Once it starts burning it's hot and fast and I have to reload in a few hours. If I adjust the damper it dies out, and with the smoke issue, I'm afraid to close it at all. Can only put in a few logs at a time not enough to get through the night. Fan is very noisy on high. Not worth the money I paid for it. I hate to say it but my husband was right”

Helpful Report

Posted 2 years ago

Thanks 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. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“In November 2022 we purchased a Regency Small i1150 Wood Insert. Prior to this we had a competitor's insert in our last house for 11 years with zero problems. The variable speed blower on this unit is complete garbage! On the initial install, the first blower was defective. Another was ordered and installed- defective again. Eventually, a third blower was installed and it functioned for a little over three months before it died with a clunk and hum on startup. Huge disappointment! Waiting on a technician to do yet another warranty replacement of the blower.”

Helpful Report

Posted 2 years ago

Thanks 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. Remember to include your model number, serial number and dealer name. As always, we stand behind our products and would like to assure you that no warranty issue will go unattended.

Posted 2 years ago

“I have had nothing but troubles with my F2450m free standing stove and this review will probably get blocked too.Its pretty bad when a company blocks you .My stove runs super hot or snuff out and goes through wood in a couple hours. I had another installer look at my stove and said it was not operating correctly it should be replaced. Yes the guy that installed it came out lol he couldn't even get it started I had to help.Just way too much to put here.All I ask was for someone who knew what they were doing to come out but no .All I ask was for my stove to be replaced simple it's under warranty company blocks you how do you get it replaced. It arrived at the install with a busted glass and bowed deflecter. I have never seen a company block a customer seeking warranty replacement. I find it odd I can't down load pictures of bowed deflecter.”

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Posted 2 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 92%
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

Regency Fireplace Reviews