Mountain View Hearth Products Inc

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On Oct 31, 2016 I placed order #****** for a Quadrafire Yosemite fiberboard baffle and insulation kit.

This past weekend as I was cleaning out the stove and ash tray, I happened to look up into the firebox and noticed that the new fiberboard baffle was cracked in half! This order was to replace the original fiberboard which lasted over 10 years of heavy seasonal use.

I was impeccably careful in both the handling and installation of the fiberboard - which was installed according to the enclosed instructions (basically, handle carefully and make sure it lays flat in the firebox).

I contacted Customer Service and asked how they could help me.

Within a day, I was contacted by K**** V****** letting me know there are no warranties on the baffles, and they don't manufacture the part - they are simply a dealer. She then provided me a link to another product I could purchase.

However, there's a discrepancy on their product page. The description tab states "6 Month Warranty" and their warranty tab states "no warranty on baffles." Which is it?

So, since they are only a dealer, I asked for the contact information of the manufacturer so I could contact them and help resolve my problem. She replied insisting that there are no warranties on the baffles and that she could not provide the contact information.

I asked her to contact the manufacturer on my behalf to resolve this issue. She replied again, "There is no warranty on baffles, so they will not refund you or send you a replacement part. I am sorry if you are dissatisfied but there is nothing I can do."

I have never been so insulted by a company before. They provide no allowance for a dispute, insist on their anti-customer policies, and ridiculous restocking fees. I can't fathom that a company can still exist online in 2016 and get away with behaving in this manner. I am sorry to have done business with them. A bit of good will goes a long way.

If only every company was as customer focused as this one! I had realized after placing an order I needed 2 instead of one. I called them because I could not change the quantities. The lady I spoke with said I had to place a new order, however, she would refund me my shipping. They are a pleasure to speak with as they are courteous and treat you like a friend rather than a customer. I highly recommend this merchant and will always look here first for any future needs in which they may be able to fulfill!