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 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

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

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The regency wood burning insert w the catalytic converter fills my home with strong smelling smoke and leaks into house ruining everything from around the outside of the insert. Regency doesn’t know what’s wrong and won’t fix the $7500 purchased regency insert to work properly”

Helpful Report

Posted 2 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 2 years ago

“I have had my stove for about 5 years. Can you say lemon? I have done nothing but put money into it. The dealer who sold it to me won’t even return my calls anymore. Expensive and disappointing are the words to describe it! I will NEVER buy Regency products again.Buyer beware. Napoleon here I come.”

Helpful Report

Posted 2 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 inlcude your model number, serial number and dealer name.

Posted 2 years ago

“I love the fact that it burns well and hold a lot of wood and is a darn good looking stove. I hate that I have to replace the fire tubes at the top of the firebox every 2-3 years. The firebrick that lays on top of the fire tubes also breaks down and decomposes they need to be replaced regularly. Hello? It seems to me they could make a firebox that handled heat better. The fan works great but remember to clean it with an air compressor each spring.”

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Posted 3 years ago

Thank you for reaching out Gary, we appreciate your feedback. 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 your model number, serial number and dealer name.

Posted 3 years ago

“Love the hear - hate the noise! Fan rattles. Fan unit was replaced. Still rattles.”

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Posted 3 years ago

“I do not know if it has been install correctly. We get a lot of smoke inside the house and it is very hard to keep burning (we use hard wood)”

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(Hallam, 3803) - Posted 3 years ago

“I’ve had my stove for under a year and the blower doesn’t move the air good at all I have the F2450 with air mate and I had a 20 yr old, old New Englander that was good for 1500 sq ft. The blower could be felt 6 plus ft away. Now I’m luck to feel the F2450 1 1/2 ft away. When purchased I was getting the larger stove but was told this would blow me out of my house no need to go bigger! I am heating 1500 sq ft. With it! We had a milder winter in Maine last year and I would hate to see if we have a normal cold winter… I think I will be in a lot of trouble! As far a quality it’s awesome! But performance it sticks to be nice! And get the run around for where I got it and the rep they have! Just want issue resolved saved up a while for this purchase and I feel I did not get anywhere near our moneys worth for performance. And did not save anything on wood either! Hopefully regency backs there product and helps resolve this! Thank you!”

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Posted 3 years ago

“I was interested in buying an electric fire from Regency Fireplaces. I have been in the showroom twice to check out the fire I liked. I didn't feel that the gentleman who served me was that interested. The second time my friend came with me and she felt the same as me there was no interest to have a sale from the assistant. I was asked for my phone number and I'll phone you next week when we can come and see what needs doing. From that day to this not heard a thing. That was 3 weeks ago.! Now ordered a new gas fire.”

Helpful Report

Posted 3 years ago

Thank you for you review, Teresa! We are sorry to hear about your experience. Each of our dealers are independent, but we expect each dealer to provide a high level of service and professionalism. We’d like to follow up with you about your experience. Please get in touch with us at customercare@regency-fire.com.

Posted 3 years ago

“We purchased the HZ42STE see through gas fire place, it works great with one glaring problem. The batteries in the remote control receiving unit need to be replaced every two or three weeks. There seems to be a constant draw on the batteries even when the fireplace is not in use. Also, when the batteries die out when the fireplace is on the flame just goes out. Nice fireplace but it is expensive when you are constantly buying batteries.”

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Posted 4 years ago

“Not too happy with the fireplace. But other than sitting down crying we just tolerate it. Had a house built, contemporary fireplace installed, paid a lot. Later found out, supposedly, it was a cheap fireplace and not heat sufficient for our size room plus other issues. Different store suggested this fireplace, so we paid once again 3 years later for a new fireplace install which meant tearing down a new 3 year old wall. Fireplace has great heat output. (unlike previous) Remote was interesting trying to figure out because no one tells you how. Regency has no one to help, online says contact installer, and there are no youtube videos. Finally figured it out. Down to the fireplace, my white wall is dark about 10 inches up, cracking, chipping and peeling. In the spring the glass surround frame is beyond a nightmare to hang. There are all kinds of things the brackets can catch onto leaving it higher on one side or tighter on one side (see photo), difficult getting it even. It's heavy so it isn't easy for one person to be wiggling it around trying to catch the bracket. (Don't dare damage it for what it cost!!) One good thing, it hides the peeling paint better than the black metal winter bracket. I'm now ordering black tile for my all white wall in order to hide black soot marks. ...After I have the wall repaired because of the damage. Last, the stones are lovely but not one fireplace store likes removing them in order to clean. You need to stay by their side and watch to be sure everything gets cleaned and checked. All these things to take into consideration buying this and any modern fireplace. If the glass bracket didn't have so many things to catch onto it would be great, even at the cost because it is lovely. If there were instructions on the remote, it would be great. If my wall didn't turn dark, it would be great. The heat output is great. For now, would I recommend it? Based on issues and lack of help from Regency, no.”

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.

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.”

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, serial number and dealer name.

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!”

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Posted 4 years ago

“The EX90 fireplace itself is excellent. Only complaint is fan that is pretty useless, it does nothing. However, if you ever need parts, be prepared for a long wait, and having to pay through the nose. I called 6 different local dealers, received 6 different quotes for the same parts, and it took a month to finally get them. Regency will not let you order parts through them so you pay a double mark up and very expensive shipping. Factor this in when you are choosing a fireplace, you will need parts.”

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Posted 4 years ago

“I bought the Regency model I2450M fireplace insert. The first problem with this insert is that the damper is almost impossible to adjust. It takes all I have to make the damper adjust. My wife is not able to adjust it. The second problem is that the air tubes fall out at least once a week if not more. This design is pure garbage. Since the air tubes hold up the fire brick in the top of the unit this is a problem. Every time the tube falls out we have to let the fire die then cool down then replace the tube and restart the fire. Since we use this insert for heat this is not an acceptable solution. Designing the tubes do they actually lock into place would be a better design. I would have never purchased this insert if I had known what a pain it was too actually use it on a daily basis.”

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Posted 4 years ago

“Thermocouple went bad before 2 years and now remote sensor in fireplace has stopped working after warranty period. I can't turn on fireplace with remote or use thermometer to adjust heat. We live in Alabama so this fireplace only gets maybe 3 months a year use. Pretty sorry that it has already broken twice with such limited use.”

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Posted 4 years ago

“Glass on stove does not stay clear. With damper on stove wide open the glass still gets gray haze. Put damper in halfway and glass gets black. Wood is three years old and covered. I’ve given up on cleaning glass.”

Helpful Report

Posted 5 years ago

Hi Bob, Thank you for your feedback. Our customer care team is available to assist you with suggestions and tips on how to run your unit clean and efficiently. If you would like, please call 1-866-946-5155 at your convenience. Alternatively, we have a library of helpful videos on our website that may offer some assistance as well: https://www.regency-fire.com/en/Customer-Care/Fireplace-Care-Videos.

Posted 5 years ago

Regency Fireplace is rated 4.0 based on 579 reviews