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Business Profile

Fireplace Equipment

Real Flame

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fireplace Equipment.

Reviews

Customer Review Ratings

1

Average of 2 Customer Reviews

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Review Details

  • Mark J

    Date: 01/03/2024

    We purchased an electric fireplace from here and the actual product they sent was nothing like the picture on their site. What we received was literally a piece of junk. The flames couldn't have looked more fake and weren't even clear, but instead looked like a very bad video rendering.When we complained and asked for a return, we were told we had to pay the return shipping cost (almost $100) and another 15% restocking fee. Unbelievable! Don't buy from this company. This is how they make their money. They don't care about the poor quality because, even with a return, they still made $150 off of us. Do not recommend at all.

  • Steve F.

    Date: 03/07/2023

    We bought a $1500.oo fire pit along with a $300 propane tank cover last summer. After ONLY 6-7 months the paint on both items began to just start falling off! Items were kept clean and covered when not in use. We have never seen a company will5to stand behind their c*** products less then real flame. The company's first response was to send us TOUCH UP PAINT. Let's put .lre c*** paint over top of the factory c*** paint?!? After complaining and pulling some teeth we were sent a new cover & a $250 check. This is still completely unacceptable for almost $2000 in purchases that were still under warranty. These two items look FAR worse now than a month ago as the paint is continually disintegrating on both these pieces! Buyer beware!! There is a serious issue in how they are painting and finishing their products and they clearly do not stand behind them so consider looking elsewhere!

    Real Flame

    Date: 03/09/2023

    Good Morning, Sorry to hear that you're not satisfied with your unit or experience. We have reviewed your last communication with our customer service team and it seemed as if you were satisfied with the resolution we offered you. If this has changed, we encourage you to reach back out to the representative you were working with and update them with the issues and we would be happy to review. Thank you, Real Flame Company, ***

    Steve F.

    Date: 03/09/2023

    We were ABSOLUTELY not satisfied with the company's resolution but it was all they were offering and we had to argue for that. All that was offered initially was touch up paint! Touch up paint for a $2000 fire pit and propane cover that was 8 months old. We were told that was all that could be done due to it only being a cosmetic issue?!?! Both pieces look absolutely horrible now. We have lost about 3 times as much paint on them since a few months ago and it just continues to fall off. Do you really believe that 250 check and a cover is all that should've been done for a supposedly "high end" item?

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