Seems like customer service is only good when there isnt an issue...We purchased a gas fireplace from NW Natural through a designer (recommended by NW Natural) and have been going through the install. There has unfortunately been a few small errors with all parties involved regarding this install. As we have been trying to figure out the main issue with this fireplace/install the sales contact and floor manager at NW Natural have been less than professional - to put it nicely. While our contractor and designer have been open and have been taking responsibility for issues, NW Natural has been defensive and not constructive in helping figure out the issues. In fact, the actual order for the fireplace had an error, which likely could have been a mistake from the NW Natural employee placing the order. They spent most of the time blaming the contractor and werent willing to look very deeply on their end to help figure out what may have gone wrong. Had they simply just looked at the details of the sales order, the issue would have been obvious. My partner finally went to NW Natural with our contractor today (taking the day off of work) to try to understand/resolve the issue. The floor manager actually said that he didnt see us as the customer - as the fireplace purchase was through the designer (thus the designer was the customer, not us as the end user). He also made unprofessional comments about our contractor and was moderately helpful with the problem. We did finally figure out the root cause and have a path forward, but the level of customer service from the NW Natural personnel was definitely poor and an unpleasant experience.

We visited the NW Natural Appliance Center twice in our quest to figure out a new gas fireplace insert and had great experiences both times. Matthew got us started and Christine answered our many questions (kindly and patiently!) and took our order. The showroom is really helpful in terms of allowing you to see different options for gas inserts. I recommend starting here for anyone in Portland looking for fireplace inserts (and probably anything else that uses natural gas).

Appointments only. Doors locked for security,not the best neighborhood. knock to be let in. Everything is extremely expensive. Polite and helpful staff.

We got a great deal on a set of gas logs. Professional and worked within our budget. Thanks!

Solid customer service from a personable team. Ordering and scheduling a pickup was a snap. They assembled my new grill, at no cost, and had it ready in a little over a day and provided a thorough overview of the new grill. When a snafu at pickup occurred they went about fixing it immediately. I was on may way home to BBQ in no time.

Even in the pandemic and all its challenges, we received excellent customer service.I left a message of inquiry and was promptly called, sent an installer and had reservation to talk about gas fireplace inserts in a manner of a few days. Trevor sent out a great installer that listened to our needs, made some recommendations, sent them to Trevor so when we went to our appt.he was totally prepared for us and our budget ! Gave us great information and recommendations..I will return !! We havent been treated the way we were for a loong time . Thank you for great service !!!!!

A good low pressure place to discover and purchase natural gas products. They help set you up with good contractors. We went to learn about tankless water heaters

Matt was knowledgeable and helpful in our search for a new freestanding fireplace. Appreciated his patience and interest in getting us what we wanted. 5 stars for customer service and products.

Your agent Trevor Narvasa was courteous, competent, and very helpful.We appreciated his service and the updates we have received re the range.Thank youJPH & CAH

Excellent service, and a variety of options were offered. Would recommend to everyone needing their gas fireplace to be brought up to code, or completely replaced.

Excellent, excellent customer service!! Purchased a gas fire place insert at this center many years ago and the customer has not changed. Installers, superb with a great personality. I have one more appliance to convert to gas and will be planning this with rep at nw natural appliance center.

Horrible service ! I hope if I ever get my product that it is not as substandard as the customer service has been. Bought a stove in April. Was assured that they had a certain number of that stove coming in with an estimated arrival of May 14. That worked perfect for my project. Now on May 25, I call to check when I can pick up my stove and I am told it wont be here until June 25th. I have received no notice from the company prior to me calling 10 days after it should have been there only to find out its delayed more than a month. I get the delays due to Covid but it is the lack of communication and initial sales pitch that there were a certain number coming in which forced me to make a deposit to get one of those locked in that are very troubling to me. And now nothing but excuses. No action to get my stove here any sooner. All while my project is on hold.

Since the last ice storm, we wanted to convert our fireplace to a gas insert. Primary reason was to have an additional heat source before the next storm. We went to NW Natural Appliance Center to sort out the options and decide what we wanted to do.Patrick answered all our questions and put us in touch with a contractor.We are looking forward to our new fireplace and heat source.

Matthew was the sales consultant who helped my wife and I with choosing an outdoor fire pit. He was very helpful and went beyond what he needed to in order to make our purchase that much better.

Suzie was great throughout the process. She was able to help my wife and I locate the right fireplace for our home and pick options that made sense for us.The best feeling is not being pressured. It was a comfortable process and we felt like it was a partnership.We are really excited to have our new unit installed for the holidays.

I was shopping for a gas insert for an existing wood burning fireplace, and called to make a viewing appointment at NW Natural. I was connected with Trevor, who answered my questions, and didnt try to upsell (and in fact helped me evaluate features realistically based on my own preferences and needs). He generated a reasonable quote with a credit, and provided contact information for as many installers as I requested without pressuring me to go with a specific one. Overall a positive experience. Very pleased with the product and experience.

Very professional and explained the difference of the fireplace insert.

Mathew was informative and helpful. He answered all of our follow up questions and made the whole process of buying and installing our fireplace insert so easy. Shopped around and felt NW Natural’s prices were competitive and provided the best product for price.

Had excellent customer service. Thank you!

Excellent service, and knowledgeable competent staff. Patrick did an excellent job walking us through our options and even called the contractor to see when they would be available to install our selection. The process is almost done; Hardline, Hearth, and Home is doing an excellent job.

We worked with Christine and she was amazing! Very communicative and did her best to make sure we had a good experience. Christine went above to make sure we were taken care of. I have already recommended her to friends who are buying appliances for their home.

What do you do when your built in outdoor grill is completely rusted out and grilling season is right around the corner? EASY! Call Trevor at NW Natural Appliance Center. What a great experience! He was a great listener, positive and upbeat (without being overbearing or upselling), provided me with a range of choices based on my budget, connected me with an installer to make sure all measurement were accurate and away we go! Skip the the big retail stores and call Trevor at NW Natural Appliance - youll be in good hands!! 👍🏼😊

Awesome new Mendota fireplace displays!

Have purchased multiple appliances, beyond standard heating/gas, and continue to find NNG staff and products outstanding. This morning, after 7 years of frequent use of a Gas insert, the unit’s pilot stopped lighting the main burner. Although I tried traditional efforts of common sense, user manual, and online research, I hit a wall and called NNG. “Mathew” quickly and politely listened to me describe the challenge and symptoms, asked a couple of clarifying questions, then proceeded to offer a simple solution that I could handle and within 5 minutes all was well. The cleaning of the sensors inside the unit were easy to access and then I could file off the buildup that naturally occurs over 7 years. Saved a service call, unnecessary parts, and got room warmed up in minutes. Thank you NNG and Mathew! Appreciate your great service during these challenging times.

Trevor was super friendly and knowledgeable. Great buying experience. Really appreciate the covid precautions and protocols used here.

We tried to purchase a KitchenAid appliance from NW Natural Appliance Center in order to avoid purchasing from a big box store. When I called to ask about the appliance the employee who answered didnt know about the model I asked about and made it clear that they generally only deal in high end appliances, i.e. Meile and Fisher and Paykel. However, the store lists KitchenAid as a brand they carry, so I asked that someone return my call.I never received a call back, so called again. The employee who answered said they did not have the item in stock, and it would take 5 to 6 months to get it. She said I should just go to a big box store to purchase the appliance.Long story short, dont use NW Natural for KitchenAid purchases. And not sure I would use them for anything else. Two stars for being honest about wait time.

We could not be happier with NW Naturals Appliance Center! Both Dan and Christine were incredibly helpful along the way and made sure that everything was perfect. It was so apparent that they truly value their customers and want to ensure their happiness. We definitely would recommend them and will use them again for any future appliance needs.

Great COVID 19 precautions in place without hindering the experience. Thank you, NW Natural. We appreciate your service and care

Super helpful. Lots of options. They did a great job of managing the covid restrictions and also just a very busy season.

Refreshingly easy and helpful experience. I have been dealing with a headache of a kitchen remodel and had been communicating with so many different contractors and sellers. Trevor N. with NW Natural Appliance Center was a real breath of fresh air. He walked me through all my options and really listened to my ideas. I was most impressed with his follow through and how quickly he would get back to me with requested information. I would not hesitate to work with him again.

Friendly and knowledgeable. .

Trevor was knowledgeable, personable, and made the process easy and efficient. I would recommend him to anyone for a painless transaction.

We saw the NW appliance Center ad in the paper and decided to finally check out a gas fireplace insert. Christine asked about what we were looking for and showed us our options. She also explained the features and options for each insert. After making our decision, Christine set us up with an installer which too care of the whole process...disposal of old wood insert, permits, install of new insert and inspectins. Very easy and smooth process. Highly recommend the appliance center and Christine.

I was very impressed with the service I received here. I worked with Patrick in purchasing a fireplace insert. He was knowledgeable, not pushy, helped me with getting a good price on the system I ordered and followed through with the whole process. I had a problem with the fan not functioning properly and they got service for me right away for that. The process was seamless with them coordinating the installation with the company they use, which also went really well. I would highly recommend them.

We had a great visit to the NNW Appliance Center. Trevor Narvasa greeted us and took a lot of time to explain all of our options in terms of a fireplace insert. With his help we were able to select just the right unit for our home. We are very happy with our experience there.

Purchased a bbq from NW natural just by phone and emails. They listened to all my requirements and answered all my questions. Super prompt, super friendly Did a quick search for cost compare and they were less expensive and delivered a fully assembled product. Didnt know they were around or I would have been going there for years.

Trevor was very helpful and made it very easy to order the logs set I needed. He also helped me order the volcanic rocks and amount of rocks I needed to make it look like a real fire. I was amazed at how easy and fast Trevor made the ordering for me.

The folks at NW Natural were super helpful and nice to work with. Highly recommend!

NW Natural Appliance, and Trevor Narvasa our sales rep, were excellent to work with! Incredibly professional, knowledgeable, and really listened to what we wanted to do with our space. We arrived prepared with rough, yet detailed measurements and pictures. From there, Trevor was genuinely patient while we determined the design and functional needs we desired and was within our budget. Our installation hasnt been completed yet, however if that level of service is equivalent to what Trevor has provided so far, this will have been an exceptional experience.

I was looking for a propane grill (and didnt even know that natural gas was different than propane, which they set me straight on), and was led to purchase an amazing grill with an infrared insert. I definitely learned a lot and got more than I was looking for, at a great price and in less time than I expected. No high pressure tactics and lots of information were on hand. Highly recommended!

Suzie was one of the best salespersons I have every worked with. She listened and worked diligently and patiently to meet my needs and expectations. I am delighted with my choices and would not have had as good a result with out her expertise. I would hire her in a minute!

We worked with Matt and he was really great! He was very professional and super knowledgeable. He took the time to walk us through the different aspects of the fireplaces and helped us make the perfect decision for our home!!

Very well informed people and very nice people. Will buy from them again.

Awesome and knowledgeable crew! Highly recommend!!!!!

Trevor was great. He very patiently walked us through all the options (and there are lots). We ended up buying a Kozy insert. The showroom is well laid out illustrating those options and temps one with lots of high end appliances as well.

NW Natural Appliance has excellent customer service. Three years after buying an appliance from them I contacted them since the appliance had defective parts and needed a major repair but it was outside of the warranty period. They quickly followed up with the manufacturer and I was not charged for the repair. They care about their customers.

We bought a gas fireplace insert from NW Natural Appliance Center. Christine was extremely helpful and knowledgeable about the fireplaces available and answered every question we had - plus added more information that we needed to know. There was no pressure and the price was very competitive. I would recommend this store for anyone looking for a gas fireplace.

Very knowledgeable staff about all kinds of gas appliances. Weve bought two gas inserts here and been very pleased with results. Outdoor Grill and living appliances are great too.

Everyone I had contact with was very helpful and knowledgeable. The work was done well and the instruction I was given for operating my gas fireplace insert were easy to understand.

Such a professional group. Suzie gave us full confidence in our decision. Very smooth process. We highly recommend NW Natural Applicance Center for your gas appliance needs.

Good selection and friendly, knowledgeable sales team. Trevor Narvasa explained gas fireplace options to me and helped me settle on one that is a good fit for my planned renovation.

Everything went very smoothly and All Fuel did a great job as well. Nw natural gas sales lady, Suzie, was wonderful.

Great range of fireplace inserts,.and upmarket kitchen appliances. Awesome service. They stand behind the products they sell.

We stepped from the 90 degree day into the cool showroom at NWN to select inserts for two wood-burning fireplaces. A knowledgeable and very patient sales rep, Pat, helped us select two attractive models, pointing out unexpected advantages of gas inserts. He was familiar with his product and patient enough to explain again (and again) when numbers and styles started whirling in our heads. We came home satisfied that our choices were good, and that starting the work during this hot time of year will give us two cozy fireplaces from the first cold day this fall.

Looked at several gas grill sellers in the PDX area. Ultimately went with NW natural. So glad we did. Worked with Mathew and got a great new grill! I cross threaded the regulator during install. New grill and no way now no way to use it. This is during Covid lock down mind you. Their office not open. Mathew took a couple of panic calls from me (he was working from home ) and then he personally dropped off a new regulator to our door step! Wow what customer service! The grill install done and it is amazing as well. #blazegrills #NWnaturalforthewin

Great place to view has fireplaces and other gas appliances. Friendly staff. Nice show room.👍👍👍👍👍

Good selection, nice customer service, and good product. Was a little set off that they didnt tell me the molding wouldnt be installed the same day. Now having to look at unfinished work for two weeks.

We enjoyed working with you. Thanks for all your great work.

Trevor is a great salesman - knowledgeable, courteous and patient with our many questions. He made our buying experience pleasurable. Recommend their showroom and products.

Matthew at NW Natural was great! He was very patient as we learned about all of fireplace inserts and options. And the showroom had a wide variety of products to choose from. No need to go anywhere else once we went there. Very positive experience!

We have now purchased our 2nd 6000 CXL fireplace from NW Natural. They are a fantastic fireplace and one of the best purchases we made for our last two homes. Not only are the beautiful but efficient and heat our whole home. Christine Upton is a true professional, extremely knowledgeable and provides excellent customer service. She never tried to up-sell us on something we didnt need. We will be back for our next purchase!

Trevor Narvasa was extremely helpful to me. I am installing a Heat N Glo gas fireplace that I purchased a few years ago. When I opened the box that was supposed to hold the fireplace front plate, I found the wrong item that does not fit my fireplace. The store where I purchased the appliance is out of business, and I thought I was totally stuck. Trevor found an adapter kit that will allow me to use current fronts with my fireplace. He is knowledgeable, friendly, and a great communicator. Thanks Trevor!

Worked with Trevor and I got a deal I feel satisfied with on a great fireplace insert.

Beautiful showroom, great customer service. I went twice and was able to spend unrushed time looking at their quality products before making a decision. Installation was done by All Fuel who I would gladly give a ten star rating to. An overall quality experience!

A beautiful showroom facility, Christine was great to work with, she showed us around and then sat down with us to discuss our options and what would work with in our budget. Very excited to get our fireplace insert installed. Mark

Trevor provided excellent customer services. He was knowledgable and kind. Knows his products and presents the pros and cons. Im at 100% customer satisfaction!

NW Natural Appliance center was very busy when we arrived but Matthew helped us right away, he answered all our questions & took a lot of time to help us find exactly what was needed. The show room is beautiful and every detail is displayed clearly, so if you are just browsing, you can effortlessly. The entire staff is great, courteous, helpful & smart. Great place to go.

I purchased an amazing fire place from Christine, she helped me through the entire process from start to finish! My husband and I would recommend her expertise to everyone! Thank you Christine & NWNG!

Place that I can trust, people are nice & friendly, also very knowledgeable about fire places that they sell in shop.

Pat, was extremely knowledgeable and helpful. He made us aware of all the issues and decisions regarding use and installation of our fireplace insert.

Suzie was the best! Great customer service and very knowledgeable about the available products. I recently bought a new gas range and should have bought it here.

I LOVE my Fireplace insert! Christine was wonderful to work with and went way out of her way to help me get just what I wanted and sent me more pictures when I misplaced them lol .She was also very patient with me as I keep putting it off for months! My Insert work was done by Ray Flanders who was terrific,also. It was a great experience and Thank you Christine and you were right I am now quite Kozy!! Thanks so much, Gayle Hayden.

Our sales rep Trevor was very knowledgeable on his products. Our selection was not feasible due to specification on installation and Trevor had given us a second gas insert if the first selection did not hold to specifications. We did select the alternative gas insert, Roosevelt 29, which is brand new. My only issue is this gas insert did not have any options for the trim (copper) which would have been ideal for making this new gas insert more appealing to consumers.

Patrick and the staff at NW Natural really made our purchasing experience exceptional. We learned so much and we are confident that we made the right decision.We look forward to enjoying our new fireplace insert.

Great customer service. Prompt replies and very knowledgeable.

Wade sold me the exact part I needed for my fireplace

Purchased a Kozy Heat Chaska Fireplace Insert from NW Natural, and am looking forward to this coming winter when it will make my home kozy and warm. It is beautiful and so convenient with a smart remote control. My entire experience from the Appliance Center as well as their recommended installer was very positive, and would definitely recommend them to anyone interested in a gas fireplace insert.

Exceedingly helpful each time I call. Great service!

Nice product show room, friendly staff and a great selection of products.

Trevor was very knowledgeable and helpful and great to work with!

They have a pleasant, knowledgeable staff and a good selection of products. Very easy to deal with.

Great experience. Friendly, knowledgeable staff. Helped walk us through purchasing a gas fireplace insert and grill. thank you!

I met with Trevor; he was extremely cordial and helpful and we quickly figured out what range and wall heater I needed/wanted. The installers were not quick getting back to me, but the sevie from Northwest Nautral was just great.

Great experience. Bought a gorgeous gas fireplace insert from Patrick!

Very courteous and responsive with competitive pricing.

Very knowledgeable and didnt try to upsell anything.

It was great to work with Trevor. We feel we got the right appliance to fit our home and need.

Trevor was very friendly and knowledgeable about all the products they have, weve purchased 3 or 4 items here over the years and wouldnt go anywhere else.

Patrick Vail was very helpful and knowledgeable about the products . He really helped us find what we need for our home also helped us with the cost by supplying the vent kit at no charge!Thank youRobb & Sue

Trevor is awesome! Great at explaining and very helpful.

Trevor was a great help to us. 😸

Trevor is very knowledgeable and helpful! The entire experience of purchasing a fireplace insert was easy and I got exactly what I needed.

I purchased a fireplace from here in October of 2014. Shortly after being professionally installed (approx. 6 months) the unit would not start. NWN sent someone out to service it, it started working again. Since then they have been out an additional 3 other times for the same issue and refuse to replace it. Today I woke up to it once again not starting! This is five times in 2 years! Paid over $4k for this unit. Go anywhere else follow up service is awful product they are supplying is garbage......

Met with the folks at NW Natural Appliance Center today and talked about Hoods, BBQ, Tankless Water Heater and Gas Fireplace. We left with a new Fireplace because they were very knowledgeable and helpful.

Excellent customer service. Friendly and knowledgeable.

Excellent choice for customer service. Happy to have found this wonderful shop.

Friendly and efficient, very easy to work with.

Easy to work with, no pressure sales, friendly, good products.

Very good experience. People were knowledgeable, friendly and very easy to work with!

Nice selection of gas grills, very helpful sales lady