R.W.FLAME

I purchased an electric fireplace and it was not the quality that I expected. It is/was extremely "cheap" looking. I tried everything that I could to return the fireplace-calling, emailing, and their chat! They would never give me the procedure to return it, even though their website says you can return for any reason before 30 days. Finally, on Chat, the person said they would give me 10% of my original purchase price back if I returned it. Why? Chat person would not give me a reason as to why only a10% refund. Now, I have a fireplace that I paid over $400 for and I would never put it in my house. Buyer needs to be aware! Do Not Buy from this company!

I ordered an electric fireplace with insert from this website after searching and pricing for days. I received the mantel for the fireplace, but never the insert or the remote. I have tried to chat with them on their website and get no answer. I have emailed and called numerous times and still do no have the insert. I don't think the company is actually located in the US and I think these people are scam artists. Don't waste your money.

I recently purchased a heating stove for my home, the product seemed to be as stated on site. I choose this company because originally on their site it stated you could return if unused within 30 days with "NO HASSLE RETURN" policy, which I do have a screen shot of, which it said they would supply a label for returning. I quickly emailed back stating I needed to return because of energy output would blow a fuse if I used as heating element.

The response I received was I would need to pay for return shipping. I would understand if it originally stated this, but did not. I emailed back screen shot of the original return policy and of coarse did not receive a response from anyone. This lovely company not only ignored my email with pictures of return policy they now changed the wording of return policy on their site! Very poor run business and should be ashamed of themselves. I would recommend purchasing from a different company, one that wants to make their customers happy and has morals!

On January 11,2023 I went on the R.W. Flame website looking at one of their Beverage/Wine Coolers. I added the item to my cart but did not purchase it. I received an email and a text message within 30 minutes from a company representative asking if I needed assistance with my order.

I decided to reply and I asked a number of questions regarding shipping, warranty, and the location of the wine/beverage cooler itself. I asked the sales rep repeatedly whether they shipped to Canada or if the product was already in Canada. He said not to a worry they ship to Canada and they had a Canadian warehouse. He said I would not have any problems receiving the item.

I got an email a few days later stating that they couldn't ship to Canada. Ok….whatever, you wasted my time but they would refund my money $828 USD. Right? Right? I get a $228 USD refund about 6 days later. What is, a refund for ants? I email saying, where is my FULL refund? They give some lame excuse saying, "Because of the year-end audit. We don't have that many credits. Refunds can only be made gradually on a daily basis. Rest assured, all payments will be refunded. Sorry for that."

I received one more $100 USD refund on the 19th. Nothing since and no response! They still owe me $500 USD.

Do NOT buy from this company

WE have purchased these for our Apartment Community and the residents LOVE THEM

I purchased a countertop ice maker 12 months ago that came with a 12 month warranty. Stopped working at 11 months. Calls and emails were ignored until a disputed the charge with my CC company. Then they responded and wanted video of the unit not working. Sent them that and they stopped responding again.

If I had paid with anything other than a CC, I'd be screwed. Got my money refunded. Will never order from them again.

5 star! Thanks Ms. Beverly! Received new remote no charges. Love my fireplace
Cynthia from Michigan.