North Country Fire (northcountryfire.com) has a 4.9 out of 5 rating on OK.one, based on 63 user reviews collected here. It is listed under Home & Garden and its reputation is excellent. Praise is nearly unanimous, with 99% rating it 4 stars or higher; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
The salesperson I worked with did an excellent job at customizing my order and really listened to what I wanted
Amanda, We sincerely appreciate you taking the time to leave us a review and share your experience with our customer support team. If you need anything else in the future, please don't hesitate to reach out. We're happy to help! :) Warm regards, The Team at North Country Fire
James and Tatiana were incredible. the unit had a small dent and they sent replacement parts so quickly it was fantastic.
Vicki, We sincerely appreciate you taking the time to leave us a review and give a shout-out to James and Tatiana! We will be sure to pass along your kind words. We appreciate your business and are here if you need anything else! Warm regards, The Team at North Country Fire
I had a great experience with North Country Fire. I was shopping for a new fireplace and had several questions before making a decision. Their team was extremely helpful, knowledgeable, and quick to respond.
Joseph, Thanks so much for the 5-star review! We're really glad you called in, and even happier to hear that you had such a great experience working with our customer support team. We sincerely appreciate you taking the time to share your support. If you need anything else, please don't hesitate to reach out. We're happy to help! Warm regards, The Team at North Country Fire
Had a great experience. Customer Service was very helpful.
Glenda, Thank you so much for your 5-star review! We're really happy to hear that our customer service team was able to assist you well. If you need anything else in the future, please don't hesitate to reach out. We're happy to assist. Warm regards, The Team at North Country Fire
Dean you were so very helpful I just hope the parts you send me well fire my fire place hah ha ha
Jeff, We truly appreciate you taking the time to share your feedback! Dean is a fantastic and knowledgeable technical support representative, and we’re lucky to have him on our team. We certainly hope the part he sent gets your fireplace roaring back to life! Thanks again, The Team at North Country Fire
Such a frustrating and disappointing experience. We ordered 2 fireplaces from them. One electric and one propane. The electric one is fine, but definitely not as impressive as the photos looks online. I feel I could have purchased this at Lowes for less than 1/2 the price I paid to NCF. The linear propane fireplace was shipped with the wrong size orifice (causing the flame to be dangerous and about 3-4 times the size of what it should be) unbeknownst to us, and we had several weeks of troubleshooting during which we had various fireplace/gas techs come out to diagnose the issue. During all of this, the techs and my husband were talking with Ryan in NCF tech support, sending photos and videos of the oversized flames (which burned the logs we purchased with the unit and some of the surrounding material on the outside of the fireplace). Ryan was not able to diagnose the issue and finally a tech from our gas provider was able to identify that the incorrect orifice size was sent with the fireplace. We spent $400+ in diagnostic and installation fees after the fact, and we asked NCF to reimburse us since it was theirs and Empire's mistake. Empire did pay for the replacement of the orifice, but did not pay for the diagnostic fee that was incurred when the issue was finally identified and we could order the correct size orifice. NCF states that because we did not have a licensed contractor install the fireplace, they will not pay for any diagnostic fee as per the warranty. We had a county inspector come after the gas and fireplace had been installed and he signed off saying that all had been installed correctly. This, after we spent weeks speaking with Ryan @ NCF and him getting videos and photos of the flames and he basically wanted us to disassemble the entire unit to access hidden areas which no fireplace tech was willing to do. In the back and forth I had with NCF over the last two weeks, I feel like they were looking for an out to not have to reimburse us because we did not have a licensed contractor install the unit (which was deemed correctly installed by the county inspector). They claim that a licensed contractor would have known the flames were too high, but Ryan at NCF was not able to see that via the numerous photos and videos we sent him! I don't think that this is a company that supports and values its customers. My response to Sean's reply: There are no "inaccuracies" in my review. Everything transpired exactly as I relayed in my review. Ryan was not present, as stated in my review, but we sent him many photos and a video in which it should have been obvious to anyone who was familiar with the fireplace that the flames were much too large. The gas company required that we have the fireplace installed before the gas was, so they could hook it up correctly. I resent your stating that my review was inaccurate. You should be absolutely clear when selling a fireplace what your warrant requires of a new customer. For the record, here are two points I didn't even bring up in my review: I did not ask for reimbursement for the burnt birch logs and we received the wrong manual for the linear fireplace. This is really not applicable anyway since the flame height was the issue, but just another way in which your company failed us.
Birgit, this is Sean, owner of North Country Fire. I’m sincerely sorry this became such a stressful experience for you. Seeing oversized flames would be alarming, and I do not want to minimize that. While our 5-star reviews are our favorites, our 1-star reviews are often our biggest opportunities to inform future customers. I need to clear up some inaccuracies, and misconceptions for future customers. This is meant to be informative - not argumentative. The fireplace was supplied with an incorrect orifice. That should not have happened. The correct orifice was provided at no charge. That said, an incorrect orifice is exactly the type of issue that would be caught if the manufacturers installation instructions were followed. It is the homeowner’s responsibility to hire qualified professionals for gas-appliance installation. Installers are required to follow applicable fuel-gas code, local requirements, and the manufacturer’s installation manual. We state this on our product pages and in our published policies. Final commissioning cannot be completed until the appliance is connected to gas and fire-tested by a qualified professional. That professional must verify burner operation, flame characteristics, orifice configuration, etc. before the unit is turned over for use. That process exists specifically to catch issues like incorrect orifice size before damage occurs. You stated, “NCF states that because we did not have a licensed contractor install the fireplace, they will not pay for any diagnostic fee as per the warranty.” Due to safety and professional standards, manufacturer requirements, and published policies, we must uphold these requirements consistently. I can’t overstate this: applicable fuel-gas code, manufacturer installation requirements, and gas-appliance commissioning standards are not optional. Where adopted by the governing jurisdiction, fuel-gas code is legally enforceable. You stated, “We had a county inspector come after the gas and fireplace had been installed and he signed off saying that all had been installed correctly.” You also stated, “we did not have a licensed contractor install the unit,” while implying that a county inspection qualified the unit for use. That implication is inaccurate. An inspection sign-off does not turn an unqualified gas-appliance installation into a properly commissioned appliance. The inspection did not qualify the unit. I also need to stand behind our technical support team. Ryan and our technical staff are highly experienced and very good at what they do. But remote technical support is not a substitute for a qualified technician on site. You stated that “Ryan was not able to diagnose the issue.” Ryan was not performing on-site diagnostics. He was providing remote technical support - the technicians on-site were conducting the diagnostics. Additionally, some standard diagnostic procedures requested by Ryan were not completed by the on-site technicians, which limited what could be verified remotely and limited our ability to assist further. If the manual you received was not the correct manual for your exact fireplace model, the installation should not have proceeded until the correct manual was obtained. A qualified installer is required to install and commission the appliance using the correct manufacturer installation manual for that specific model. Had we been notified that the manual was incorrect, we would have provided the correct version. Please send us photos of the manual cover and model information, and we will make sure you have the correct manual for your records. Our team spent significant time communicating with the on-site parties, reviewing the information provided, and coordinating the correct replacement orifice through the manufacturer. We are truly sorry this was stressful and frustrating. But on gas-appliance safety, manufacturer requirements, warranty standards, and professional standards, we have to be firm and consistent. Sean
The customer service reps were very helpful and understood my needs and assisted me getting to correct items.
Donovan, Thank you so much for the 5-star review! Our customer service team strives to provide industry-leading support, and we are thrilled that you found our team helpful and accurate while working with you on your project. Please don't hesitate to reach out if you need anything further. We are happy to assist! Warm regards, The Team at North Country Fire
Excellent customer service from Chelsea. Knowledgeable and helpful employees; very easy ordering process.
Kelly, Thank you so much for your support and the shout-out to Chelsea! She really knows our products inside and out, and we are very happy to hear that she was able to assist you. We will be sure to pass along your kind words. Warm regards, The Team at North Country Fire
I purchased a Fireplace but had a hard time deciding on a Log set that would work, I spoke to Dean Allen over the phone and he was extraordinary help, guiding me through the different options available! He sent emails with all the options and verified with me that I received them!
William, Thank you for the 5-star review and for the shout-out to Dean! We're thrilled you reached out to us. Our team is always here to help you find the perfect log set for your project. If there is anything else you need, please don't hesitate to contact us. We’re happy to help. Warm regards, The Team at North Country Fire
Needed a screen replacement about 2 years later for minor damage . I sent a picture and a couple days later I received the replacement which I was really grateful for .
Dominick, Thanks for taking the time to share your experience with us. We're happy to hear that our post order support team was able to get you a replacement screen quickly. If you need anything else, please don't hesitate to reach out. We're always here to help (even 2 years after your purchase)! Warm Regards, The Team at North Country Fire
Dean was amazing very professional he fix my issue walk me through the whole process and made it work Thank you so much
Emile, Thank you so much for the wonderful review! We are thrilled to hear that Dean took such good care of you and took the time to walk you through the process. Providing this level of service is exactly what we aim for. We sincerely appreciate your business and are always here if you need anything else! Warm Regards, The Team at North Country Fire
Dean was a huge help for tech support for my new propane fireplace! Very pleasant experience.
Brian, Thank you for taking the time to leave us a 5 - Star Review. We're happy to hear Dean was able to assist you with some Technical Support. We hope you enjoy your new fireplace! Don't hesitate to reach out if you need anything else. Warm Regards, The Team at North Country Fire
Tim made ordering easy! Answered all questions in an extremely timely manner!
Jennifer, We sincerely appreciate you you taking the time to leave us your feedback. Tim is fantastic at what he does and we're really happy to hear you had such a great experience with him. Please don't hesitate to reach out if you need anything else. We're here if you need anything. Warm Regards, The Team at North Country Fire
Leboss, Thanks for your 5-star review and shoutout to Steve! We will be sure to pass along the kind words. We sincerely appreciate your business! Warm regards, The Team at North Country Fire
The team was extremely helpful in answering my questions and connecting with the highest value - the best solution at reasonable price.
Joseph, Thanks so much for the 5-star review and the shout-out to our team. We work hard to ensure our customers receive the best possible experience, and we're really happy to hear that was your experience with us. Please don't hesitate to reach out if you need anything else. Warm regards, The Team at North Country Fire
Dean was super helpful in evaluating our install and identifying possible solutions for proper placement of a mantel. He was very patient and thoughtful.
Johnathan, Thank you so much for the 5-star review and for giving a shout-out to Dean! We are incredibly lucky to have him on our team - his expertise and excellent customer service truly set him apart. We will be sure to pass your kind words along to him. Please don't hesitate to reach out if you need anything else down the road. We are always here and happy to help! Warm Regards, The Team at North Country Fire
In a time where customer service seems to be on the decline, it was truly refreshing to work with North Country Fire. Tatiana was amazing an patient in answering my questions and making sure I had the information I needed.
Thank you so much for the wonderful review! We completely agree that customer service makes all the difference, and we are thrilled to hear that Tatiana took such great care of you. Providing patient, thorough support is exactly what we strive for. We truly appreciate your business and are always here if you need anything else! Warm Regards, The Team at North Country Fire
Great customer service always have items in stock quick delivery time
Hi Emile, Thank you so much for the 5-star review! We’re happy to hear you’ve had such a great experience with our team. We also appreciate you highlighting our stock availability and fast delivery times - we work hard to make the entire process as seamless as possible for you. If you ever need anything else down the road, please don't hesitate to reach out. We're always here and happy to help! Warm regards, The Team at North Country Fire
Ordering process was a breeze. I had many questions and Steve helped me with all of them. Great experience!!
John, Thank you so much for the review! We’re happy to hear that Steve made your ordering process smooth and answered all your questions. We appreciate your business and look forward to working with you again. Warm Regards, The Team at North Country Fire
I was so lucky to have reached Dean! I had a very difficult situation where the builder at my new construction home informed me they were “missing” parts and they could not continue to install. Not even knowing exactly what they were missing - i called and spoke with Dean who tirelessly went through all the details with me until I understood and we were able to figure out exactly what was needed. throughout the process he was not only extremely knowledgeable and helpful, but truly enjoyable to speak with. You are lucky to have him representing your company!!! I will absolutely use your company on my next build - as long as Dean can coordinate :) Thank you Dean!!! Carolyn Russo The CRC Group
Carolyn, Thank you so much for taking the time to share your experience! New construction builds can be stressful enough without unexpected roadblocks like missing parts, so we are thrilled to hear that Dean was able to step in and save the day. Dean’s dedication, patience, and deep knowledge are exactly what we strive for, and we couldn't agree more; we are very lucky to have him representing our company. We appreciate your business and the shoutout to the team. We will absolutely make sure Dean is your point person for your next build! Warm Regards, The Team at North Country Fire
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