Wilshire & Okell’s Fireplace Shops

If I could give negative stars, I would. This place has some nice stuff, and I’m sure they have knowledge of fireplaces, fire pits, etc. But my experience there from a customer service standpoint was terrible.
I bought a $ 110 fireplace accessory, and Marc (or Mark), the person who helped me, was pleasant enough. The piece had to be ordered, several days later I got the call that it was in, and I went down to pick it up.
Turns out it was the wrong part, and what transpired next is what earned this place one star. The person at the counter (NOT Marc) showed no interest at all in helping me, and said «Marc wrote that up, he’s not in right now but when he gets in he’ll give you a call.» I informed this person that I had gone through the trouble to drive over here and was standing right in front of him, I didn’t understand why he couldn’t help me – my purchase was from Wilshire & Okell’s, not Marc. This seemed to upset him greatly.
He said in kind of an accusatory tone that the piece in question had to be fabricated to order, as if somehow the fact that it wouldn’t fit my fireplace was my fault – now I’ve gone and ruined everything. I let him know that I was sorry for that but it wasn’t my problem, I had ordered one thing and received something entirely different.
After a bit of tense back and forth he blurted out «Well what do you want – do you want your money back?». I indicated that I did, and he processed the return. After I signed the receipt, he took it and in a very brusque manner he said «we’re done,» and he turned away, grabbed the phone and with his back to me started talking to someone who had been on hold.
You’d think that at a place like this they’d know how to treat a customer, that they’d try to make it right rather than cop an attitude. The whole time, though, this guy acted like I was bothering him and that their ordering of the wrong part was somehow my fault. Never again.

I have received tremendous service from Marc. He was very patient, answered my million questions, was a good consultant, returned calls promptly, ordered spare fireplace logs, and exchanged the ones that had some damage. Effortless experience for a very thankful customer. This is the way service and sale should be done.

I had a glass fireplace idea in mind and came to Wilshire Fireplace.
I found the staff to be really knowledgeable and helpful. I got the proper burner, lava gas fitting and glass all at a very fair price.

What a great find! Huge selection in styles and prices. The owner is very helpful and patient. Anything else I need in the fireplace/​barbeque department I will shop here!