Reviews

Review Details

• Review fromA Jane S

  Date: 02/10/2024

  1 star
  Ordered two sets of the same product in late Nov 2023.- Real Fyre G9 Vent-Free Burner with Variable Flame On/Off ******* *********** G9-20/24/30-15 - Real Fyre ************* Log Set They arrived on time, no problems. My state-certified plumber installed one in the basement. That seems to work fine - not top notch quality, but adequate. Two downsides - 1) low, flicker/"whooshing" sound whenever it's on 2) pilot flame is huge and can't be turned down at all.However, the one upstairs has never worked - the pilot flame would light, but would not stay on. Called technical support - they said I needed a part and I would need to call the Real Fyre dealer.12/6/23: Called the dealer - they said they could ship the part, but I would need to pay. Asked about warranty, so they submitted a warranty request. Received an email the next day (12/7/23) asking a bunch of questions and for pictures. No response until 12/21/23 stating that the manufacturer requires me to send back the whole unit for inspection! I was a little delayed sending it back until after the holidays, but it's now February and still haven't heard anything. Instead of making this right and delivering a great customer experience, they're trying to prove that the buyer (or the plumber) did something wrong. Given the level of complaints I've seen across the internet about this same issue, would not recommend this company.

• Review fromDayna W

  Date: 12/13/2023

  1 star
  Horrible product or I bought a lemon and customer service from the tech-support department was rude and condescending! I will never deal with these people again! Im out $1700

• Review fromMark S

  Date: 08/21/2023

  1 star
  It is beyond question that their fireplace insert makes me very ill. I firmly believe this should be their primary concern, but it is most emphatically not. I tried for the better part of a year for them to even listen to me. They dragged out their responses to me for a very long time. I missed their return window because I was lazy in installing/testing it and truly thought it would work fine. But it didn't. I fear that they would prefer I expose myself to it again until I get so ill I pass out and need to have someone call an ambulance for me. Although I am sure they would still fight me on this.I had called and spoke to a rep last December, who was considerate and empathetic. Then I guess he talked to his managers (or more likely they spoke to him) and his attitude toward me became cold and suspicious. I told them that my teenage son was shot on November 6, 2021, and as such his health is forever compromised. My concern as his Dad regarding exposing him to these fumes, as well, is earned. Yet I feel they doubt me on this point, too.Yet it is theoretically possible that there is a structural defect in my chimney that would cause this buildup of toxic fumes. I paid for an inspection and I was told that a modification that would cost thousands MAY fix this problem. And again, even if I did this, I feel certain they would fight me on this.They have committed a wrong act. And it would be wrong of me to follow that up with a wrong act of my own. It is morally problematic. As long as the possibility exists of my chimney needing repair, I am stymied. And I think it is very neat of them to include this requirement to keep me and other customers stymied.I am a man of integrity, I'm a ********** I have a strict set of morals; I have rules to follow because I believe they help to make the world a better place. I may not modify them to serve my interests. Though I would prefer to **** I will not. But I will not act as if I am satisfied with them.