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

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

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 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.”

Helpful Report

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.”

Helpful Report

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

“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 1 year 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 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!”

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

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

“Wish I could have better things to say. Max burn time so far has been ~5h, not the 8h claimed in the specs. My first unit was defective, and it took 6m before a replacement was installed. Regency was very resistant to providing it! I don't much like the rough finish. It's hard to clean, and came already somewhat marred. The blower is quite loud, but worse, has a turbulent sound that is quite annoying. Oh...and this website REALLY sucks too... Sigh.”

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

“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

“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

“I was expecting a much more effective stove. It does not provide the level of heat that a regular wood stove provides. Inserts are only decorative. Mistake, an expensive one.”

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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.”

Helpful Report

Posted 1 year ago

“Installed a regency wood insert model c12700/h1500 two years ago and am extremely pleased with it. I burn oak and ash and burn 24 / 7 and shutdown once a week to unload ash. The efficiency of this stove still amazes me. Took me a while to figure out the routine to burn around the clock. High recommend regency”

Helpful Report

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

“What a difference from before and after. Only I was hoping they would do the trimming , but all, and all, I am please, now I have to find some one to do the trim.”

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Posted 1 year ago

Regency Fireplace is rated 4.0 based on 579 reviews