Reviews

Review Details

• Review fromSteven K

  Date: 04/22/2025

  1 star

  Steven K

  Date: 04/22/2025

  Way overpriced, cheaply made, fire looks fake, almost the opposite of what they said it was. The glass is at a 45 degree angle, so you see reflections in the glass, like overhead lighting. It looks way better if you turn off the hologram and just have glowing logs, that’s how bad it is. I do not recommend buying this product.

  MagikFlame, LLC

  Date: 04/24/2025

  MagikFlame LLC Response to BBB Review ******* Complainant: ****** ****** – ***** ** ***** Submitted: 04/22/2025 Below is our point-by-point response. We welcome honest feedback, but several of the statements made are opinion presented as fact and are not supported by any evidence the customer has provided. 1. “Way overpriced.” Our fireplaces are assembled in Tennessee with U.S.-wage labor, not in low-cost overseas factories. We pay our American workers a living wage. Not made in Chinese slave sweat-shops or supplemented with CCP funds to sell at below-cost pricing. Inside every unit are a micro-computer, Wi-Fi/Bluetooth module, high-end touch-screen, a high-definition projection device, and heavy-gauge steel with high quality powder-coating. When those real costs are added up, the current promotional price is actually below a standard industry markup. “Overpriced” is therefore an opinion that ignores the underlying bill of materials and domestic labor costs. 2. “Cheaply made.” Chassis: High gauge cold-rolled steel, powder-coated and more than enough thickness suitable for the purpose. Electronics: UL-approved electronics; long lasting LEDs and LCD technology with life span into tens of thousands of hours of use. Viewing glass: holographic with specially formulated manufacturing process highly labor intensive and expensive to produce; not normal glass. No photos, defect notes, or engineering data have been supplied by *** ****** to support the “cheaply made” claim. 3. “Fire looks fake.” The majority of 30 flame scenes are filmed from real wood- or gas-burning fires in HD resolution. There are a few artistic scenes included for variety. More than enough options to select at least one suitable for viewing. Many customers have several favorites. A single button press cycles through scenes. If one isn’t to a customer’s taste, a more natural one almost certainly is. Calling all scenes “fake” is simply inaccurate. 4. “Reflections in the glass at 45 degrees.” The 45-degree glass is intentional: it eliminates the room-wide mirror effect found in flat, vertical glass on nearly every competing electric fireplace which reflects everything in the room, like a bathroom mirror. Our’s doesn’t. When the glass is seated correctly, ceiling lights are not visible from a seated viewing angle. If reflections appear, it is usually because the glass was not fully installed or someone is standing directly over the unit—an atypical viewing position. We have no record of installation photos from the customer, so we cannot confirm whether the glass was installed properly. Customer refused to send photos or speak with support. 5. “Looks better with the hologram off.” That is a personal preference. Tens of thousands of customers purchase MagikFlame specifically because of the holographic flames that do enjoy the holographic technology. Opinion is welcome, but framing opinion as a product defect is misleading. 6. Technical-support history and return option. We called on 04/24/2025 to offer live technical help; the offer was declined. We asked for photos of the setup to provide support; none have been supplied. We remain ready to troubleshoot or to accept a return under our published policy. To date, no return has been initiated. Conclusion *** ******** review presents unverified opinions as fact, while declining the very assistance that would resolve his concerns. We stand by the quality, pricing, and realism of our product and are still happy to: Walk him through proper installation, or Process a return in accordance with policy. We respectfully request that the BBB consider these facts when assessing the review as substantially biased with many non-truthful statements or lack of factual data to support the claims. MagikFlame Customer Relations Team

• Review fromRobert S.

  Date: 03/05/2025

  1 star

  Robert S.

  Date: 03/05/2025

  We live in California. We purchased the insert for $2995 and were told we had a 30 day trial period during which we could return it if we did not like it. They said we would have to pay the return shipping. I set it up and my wife said: “It looks fake. I don’t like it. Send it back!”. They advertise it as utilizing a holograph just like the technology at leading theme parks. That is **. They project a video of a fire onto a piece of glass that is installed in front of the log set. You have to sit directly in front of the thing to see it correctly. In my opinion, the fire looks nothing like it does on their website videos. Also, the log-set kept losing connection and we couldn't control its functions. AND, the advanced settings, used to adjust the various functions, are projected onto that piece of glass I mentioned earlier. The problem is that it is reflected off of the glass UPSIDE DOWN AND BACKWARDS!! So, you have to sit there and try to decipher what it says! I am not kidding! So, we prepared to send it back and then learn we have to pay a 20% restocking fee of $599, plus their shipping cost of $360, and our return shipping cost of $595. Our three day trial period cost us $1554! They didn’t even deduct the $360 shipping from the $2995 total cost before calculating the 20% restocking fee. This is all our fault. We should have read the legalese fine print before making the purchase. Had we read it we never would have purchased the insert. Thank you!

  MagikFlame, LLC

  Date: 03/10/2025

  Thank you for sharing your feedback. We understand how important it is for customers to feel confident in their purchases, and we appreciate the opportunity to clarify: 1. Transparent Policies and Confirmation - Acknowledgment at Checkout: When you placed your order on our website, you actively checked a box agreeing to the Terms & Conditions, which clearly outline our restocking fee for non-defective returns, the non-refundable nature of shipping, and the obligation for customers to cover return shipping. - Email Confirmation: Immediately after purchasing, you also received an email reiterating these points. 2. HoloFlame Projection Technology - Our inserts utilize a reflective projection system to simulate realistic flames. Many customers enjoy the effect, though we understand it may not be for everyone. You may not have properly optimized the flame for best appearance according to the training video and manual that was sent to you. If you had done so the fireplace would look very similar to the web site, there are 30 flames to chose from overall and one is primarily shown on the web site. 3. Projected Text and Controls - While some advanced settings may appear reversed on the glass, this text is not critical for regular operation. The primary controls—such as the touchscreen and the smartphone app—are not reversed and are straightforward to read and use. 4. Consistency and Fairness - We apply the same policies for all non-defective returns. These fees and terms are consistently communicated on our website, in the checkout process, and within our confirmation emails. We regret that our product did not meet your personal preferences, but we maintain that our policies and system features were clearly disclosed. If you have any further questions, please feel free to reach out directly. MagikFlame

  Robert S.

  Date: 03/12/2025

  You are legally within your rights to screw me. Ethically you are a rip off. The log set was defective. It kept losing connection with the remote control and the keypad control on the unit. The only way we could regain control was by unplugging power to the log set and then plugging it back in. On that issue you can respond that we should gave utilized your tech support to resolve the issue. But that would be a waste of time since my wife did not want your device because it was too fake looking. Additionally, you calculate the 20% restocking charge based on the total cost. You should deduct your shipping charge you made us pay before calculating the restocking fee. Why does ********** have so many bad reviews for your company? Why does ********** accuse you of using false reviews to promote your product? How many goood reviews on this BBB site did you install? I expect your Magikflame LLC will go down in flames shortly. Best Wishes!

• Review fromTom F

  Date: 01/27/2025

  4 stars

  Tom F

  Date: 01/27/2025

  We are enjoying our Magikflame unit very much. Fits in our small living room and has so many realistic different flames. Mantle went together no problem. Nice to have a small heater to take the chill off the room also. The sound of the fire is great.

  MagikFlame, LLC

  Date: 01/28/2025

  Thank you so much for your kind review, Tom! We’re thrilled to hear you’re enjoying your MagikFlame unit and that it fits perfectly in your living room. It’s great to know the realistic flames, cozy heater, and crackling fire sounds are making your space even more inviting. We’re also glad the mantle assembly went smoothly for you! If you ever have any questions or need assistance, feel free to reach out. Enjoy the warmth and ambiance!

• Review fromWilliam S.

  Date: 12/23/2024

  5 stars
  My wife and I purchased an Artimis mantel and foreplace insert from Magikflame. It arriived on a tractor trailer. The driver unloaded the pallet and took it right into our garage, WOW! What world class service. It was profesionally boxed, pallatized and shrink wrapped. After unpacked every thing, we followed the easy to read installatiin instructions. The mantel was was easy to assemble, and then all we did was slide in the fireplace insert, install the logs and glass. It was ready to plug in and ready to turn on, It is beautiful and so realistic with the crackling of the logs. The heater warmed up our whole living room. I called customer service with a question and, I didn't know at the time, I was actally talking to the owner of the company. What an honor. He really has a passion for getting involve with his customers. First Class. To conclude, If you're in the market for a realistic fireplace, we highly recommend MagikFlame. Look no further. Cordially, ***** *** ******* *****  ( Parrish, FL )

• Review fromJosh J

  Date: 12/08/2024

  5 stars

  Josh J

  Date: 12/08/2024

  I absolutely love my MagikFlame fireplace! The quality is unmatched, and the flames are so realistic they instantly make my home feel warm and inviting. What makes this purchase even more special is knowing it’s proudly made in the USA. It’s refreshing to find a company that prioritizes craftsmanship and supports American jobs. On top of that, the customer service was phenomenal—they were responsive, helpful, and truly cared about making sure I was happy. If you’re looking for a high-quality fireplace and want to support a great American-made product, MagikFlame is the way to go!

  MagikFlame, LLC

  Date: 12/10/2024

  Thank you so much for your wonderful feedback! We’re thrilled to hear how much you love your MagikFlame fireplace. It’s always our goal to create a product that brings warmth and beauty to your home, and knowing we’ve achieved that for you means the world to us. We’re especially proud to be a USA-made company, and your support for American craftsmanship truly inspires us to continue delivering high-quality products. Our team is delighted to hear you had such a positive experience with our customer service—your happiness is our top priority! Thank you again for choosing MagikFlame and for sharing your kind words. If there’s anything we can assist you with in the future, please don’t hesitate to reach out. Wishing you many cozy moments by the fire! Warm regards, The MagikFlame Team

• Review fromConan B

  Date: 11/27/2024

  5 stars

  Conan B

  Date: 11/27/2024

  I’m delighted with this fireplace and the incredible service. I’m not technologically savvy at all ( I saw Television for the first time only in 1979 ))). In fact I am intimidated with anything technological. When I explained that to Howard he was extra patient and explained to me how the fireplace works and all the options. I never felt I couldn’t call on him and did a number of times. My home is full of cheer this start to the holiday season!!! Thank you Howard and the team at MagikFlame

  MagikFlame, LLC

  Date: 12/08/2024

  Thank you so much for your wonderful review! We're absolutely thrilled to hear how much you're enjoying your MagikFlame fireplace and that it's bringing cheer to your home this holiday season. It was truly our pleasure to assist you, and we’re so glad Howard and the team could make everything easy and comfortable for you. Your kind words mean the world to us, and we’re always here if you need anything else. Wishing you a warm and joyful holiday season! ????

• Review fromTabby K

  Date: 11/10/2024

  5 stars

  Tabby K

  Date: 11/10/2024

  Absolutely thrilled with our new MagikFlame! The fireplace looks so realistic, friends and family have commented on how lifelike it is. The quality is top-notch, and you can tell it’s built to last. Howard was wonderful to work with, always responsive and attentive to our needs. We’re so happy with this purchase—it’s exactly what we wanted and more!

  MagikFlame, LLC

  Date: 11/20/2024

  Thank you so much for your kind words and for sharing your experience with MagikFlame! We’re thrilled to hear that you and your family are enjoying the lifelike realism and quality of your new fireplace. It’s always our goal to exceed expectations, and knowing that we’ve delivered exactly what you wanted (and more!) truly makes our day. Howard and the entire team are committed to providing excellent service, and we’re so glad that his attentiveness made your experience even better. If you ever have any questions or need assistance in the future, please don’t hesitate to reach out. Welcome to the MagikFlame family, and thank you again for choosing us!

• Review fromDan S

  Date: 11/10/2024

  5 stars

  Dan S

  Date: 11/10/2024

  I absolutely love my MagikFlame electric fireplace! The variety of 30 different flames is incredible – it's like having a different fireplace every day, which keeps things feeling fresh and unique. The crackling sound that accompanies the flames is incredibly soothing, adding a real sense of warmth and ambiance to my space. When I first set it up, I ran into a small technical issue, but MagikFlame's customer support team was quick to respond. They were friendly and genuinely helpful, making sure I was up and running in no time. Overall, I'm very happy with my purchase. If you're considering an electric fireplace that offers both beauty and versatility, MagikFlame is definitely worth it!

  MagikFlame, LLC

  Date: 11/13/2024

  Thank you so much for sharing your experience with your MagikFlame electric fireplace! We're thrilled to hear you're enjoying the variety of flame options and the soothing crackling sounds – we believe these details make a big difference in creating a warm and inviting atmosphere, and we're glad you agree. It’s also wonderful to know that our customer support team was able to quickly assist you and make setup a breeze. Your satisfaction is our priority, and feedback like yours reinforces our commitment to providing both a beautiful and versatile fireplace experience. Thank you for choosing MagikFlame!

• Review fromZach G

  Date: 11/10/2024

  5 stars

  Zach G

  Date: 11/10/2024

  I purchased a MagikFlame electric fireplace while I was living in Florida, and even though I didn’t use the heating feature much there, I loved it for the ambiance and realistic flames. Now that I’m in Arizona, I appreciate it so much more during the colder season—it really adds warmth to my home in every way. My friends and family are always amazed and can’t believe it’s not a real fireplace! The MagikFlame has been a fantastic addition, and I highly recommend it to anyone looking for a realistic and functional fireplace.

  MagikFlame, LLC

  Date: 11/20/2024

  Thank you for sharing your wonderful experience with MagikFlame! We’re delighted to hear that your fireplace has been such a great addition to your home, from creating ambiance in Florida to keeping you cozy during the colder seasons in Arizona. It’s fantastic to know that your friends and family are just as impressed by the lifelike flames as we hoped they’d be! We strive to design fireplaces that bring both warmth and realism to any home, and your recommendation means the world to us. If you ever need assistance or have any questions, don’t hesitate to reach out. Thank you for choosing MagikFlame to be a part of your home!

• Review fromMary S

  Date: 10/03/2024

  5 stars

  Mary S

  Date: 10/03/2024

  Beautiful display for an electric fireplace. Would be less stressful if professional installer was available but final product is great.

  MagikFlame, LLC

  Date: 10/15/2024

  Thank you so much for your feedback! We're thrilled to hear that you're enjoying the beautiful display of your MagikFlame electric fireplace. We understand that installation can sometimes feel challenging, and we’re continuously working to improve the experience for our customers. While we don’t offer professional installation directly, we provide detailed instructions and support to make the process as smooth as possible. If you ever need further assistance or have questions, our customer service team is always here to help. Enjoy your fireplace, and thanks again for your review!