Reviews

Review Details

• Review fromKathleen G

  Date: 01/26/2025

  1 star
  I have purchased a number of fireplace heaters. 2 are still perfect after 10 years. This product lasted only 1 year. Do NOT buy it. The **************** is horrible. Kiss your product and your money goodbye.

• Review fromDan L

  Date: 08/01/2024

  1 star
  We received an outdoor fireplace, model #RS-S28001, for Christmas 2023 and assembled it in April, 2024 (we're from ********* and this was the earliest we could assemble due to the weather). After having this fireplace in use for 3 months, there are many black marks on top of the fireplace. We keep the fireplace covered with the included cover when not in use, and it is stored under a covered porch. I contacted R.W. Flame and was told that the spots are due to sun exposure (even though it is not exposed to the sun) and a metal polish would fix this problem. I asked which metal polish I should use so I won't void the warranty and was told they would not recommend a polish. I then asked for a full refund and received a reply stating that "We cannot guarantee how the unit was stored as it was not received this way. At this time, we are unable to send a prepaid shipping label but if you would like to send it back to us we could issue a refund that way". There is no way for R.W. Flame to know how any of their products are stored, so this is an easy way to avoid warranty coverage. We checked to see what it would cost to send the product back and it would cost about one half the cost of a new fireplace (though I would never order from them again). This seems to be a company that is anxious to make a sale but will do anything possible to avoid honoring the warranty.

• Review fromRachel D

  Date: 05/05/2024

  1 star
  I bought a RW flame electric fireplace from ******, I had it less than 3 *********** started malfunctioning, I contacted customer service for rw flame thru email because they can't be reached by phone. I went back n forth with them for a entire week sending them videos of what the fireplace was doing n they told me it needed a new light board n that they factory had one n asked for my address n phone number, I gave it n waited. Few days passed, no one contacted me on when or if the light board was sent out, I went several ************* ignored every one. I then contacted ************* contacted the manufacturer n told me to wait ************************************ still nothing. I wasted 2 weeks trying to have this resolved, their product should of lasted more than 3 ***************** service was ok at first but now that I need a part to fix the fireplace, they seem to be no where to be found m

• Review fromJackie Z

  Date: 01/26/2024

  1 star
  Never order from here. No matter what issues you have, no one answers their emails and you cant leave a message on the phone (their mailbox is full!) It is absolutely horrendous customer service.

• Review fromJennifer L

  Date: 01/10/2024

  1 star
  I purchased an oil filled radiant space heater from RWFlame through Amazon October 2022. I used the space heater approximately 4 months that season and used it approximately 1 month this winter season (2023). The heater has since stopped getting hot. It powers on (red light) but no matter what setting or intensity I use it doesnt get hot. Ive tried different outlets as well just to be sure. Because it has been slightly over 1 year Amazon wont let me return it. I went RW Flames website and tried to message them via chat (where it says we respond immediately) with no response. So I emailed them. 24 hrs later I got a message saying it was out warranty and oh well basically. I replied back that I know the time frame for warranty is past but would like help trying to solve the problem. Which is all i wanted to see if I could have someone I know try to fix it. They were of absolutely no help whatsoever. Im out $80 for a heater that I used a few times a week for maybe 5 months.

• Review fromCurtis M

  Date: 12/08/2023

  1 star
  Deceptive return practice. RW Flame state they allow for returns, but the instructions on their website point you to options that do not exist on said site, leaving you at a dead end. When you try to call during their business hours, it goes straight to an automated message saying to email them. When you email them, they do not return your emails. When you try to use their website's chat feature (which states, "we return messages immediately"), they do not respond. Complete scam as far as customer service and returns. The product I ordered is unopen, so I can't say whether or not it is in working order. Never use this company.

• Review fromNikica M

  Date: 09/11/2023

  1 star
  I bought a portable AC ****** BTU from Amazon. RW Flame manufactured it. After a year and one month, it stopped working. First, I tried to contact Amazon. Amazon didn't want to refund us any money as one year passed. I tried RW Flames. RW Flame kept promising they would do the refund. But no return and no refund. They also represented themselves as Amazon ************************ Stay away.

• Review fromDennis R

  Date: 06/26/2023

  1 star
  Bought a ***** btu portable air conditioner from Amazon. It was manufactured by rw flame. It came with no air filter. So they want me to take a picture of it. If I had it to take a picture I would not need it. Stay away.

• Review fromGina G

  Date: 06/21/2023

  1 star
  I purchased an icemaker from Wayfair that was manufactured by RF Flame. The icemaker worked right at 60 days before it started making a very loud noise, I unplugged the machine, and when we plugged it back in the loud sound will not stop and it will not produce any ice. I am stuck with a machine that does not work, is distractingly loud that I cannot get a refund for.Steer clear of the icemakers !!

• Review fromLaurie R

  Date: 06/15/2023

  1 star
  I purchased a water and ice machine from them through ******* online ! The product came damaged ! I cant get anyone to help me to either refund me the whole amount and where I can return the product ! I have been wait for like 4 days and they tell me at ******* they will get ahold of me in 48 hour and I havent heard from them at all ! I tried to talk to them tonight on their website and no will answer me they say we will respond right away and nothing ! ******* said they can only discount 20% and I can keep the product ! I dont think that is fair at all ! I brought it brand new and got something damaged not sure what else to do except contact you !