Black Swan Fireside Hearth & Home - Newtown, Connecticut

Charles Goldberg

Rusharn Brown’s installation was flawless. He is delightfully engaging, efficient and clean beyond compare. In addition, I could not be more pleased with the product. Bravo, Black Swan!

Clarissa Cincotta

I love shopping at Black Swan for all of my home decor. They offer such an array of different styles and designs that are suitable for any home. The staff there is friendly and very helpful with suggestions according to your needs. When Christmas time arrives, they have the most beautiful ornaments and holiday decor. You can shop while you listen to soft music and feel the warmth from the fireplaces glowing!

Franklin Park

Bought a Osburn 2000 from this shop. Not satisfied with the service. The insert is too small for my house. It takes them (Kevin and Tom) forever to get back with a quote to get a replacement. First they blamed a fan is necessary to warm my house. After I bought a replacement fan I still have the same problem. The insert is too small for the house. I've been trying to work with Black Swan to get a bigger insert for my needs but they are just too slow to get things done. I hope this bad review will expedite the process.

George Keklik

Disappointing Experience with Black Swan

I purchased a high end Harman pellet stove from Black Swan, expecting quality and reliability. Unfortunately, after just a couple of years, a critical piece failed—yet the part and service to replace it weren’t covered under any warranty. This was incredibly frustrating, especially considering the stove’s high cost.

While Black Swan offers beautiful, high-quality products, their customer service is another story. I was passed around multiple times on hold and transferred between employees, all of whom lacked effective communication. When I finally reached the owner, they were unwilling to help resolve the issue, leaving me to pay for the defective part myself.

As a loyal customer who spends thousands of dollars on pellets from them each year, I’m incredibly disappointed. Their poor service has cost them a lifelong customer over something that could have been easily handled. I won’t be returning.

Linda Plecity

We went to Black Swan to purchase an insert for our gas fireplace. I have never been treated with such disregard. The salesman was not engaging, personable or helpful. We felt like we were interrupting his screen time on his phone. When asked a question he was very short with his answers and was not at all helpful. I would not recommend this business!!

Michelle R

I had a great experience with Black Swan from the very start. We purchased a fire insert. Emmet and Matt came today to install. They were great, provided so much information and knowledge about the unit. Highly recommend!

Emily cunningham

My family and I walked in to view their store and product offerings. We were greeted by a nice woman, followed by an angry man demanding do we need help- off putting delivery. We said thank you but we are looking around at the moment. Minutes later we are greeted by another angry man, scolding do you need help? Or are you “aimlessly wandering around” poor customer service. Strange experience!

Luigi Mondelli

We are super happy with our wood stove bought at Black Swain. From the salesperson to the installers, everything was great. We definitely recommend Black Swain! It wasn't an easy job. Everything previously installed had to be removed and replaced. But the guys were super professional and capable! Thanks Black Swain