Real Flame
Real Flame
I had a fantastic experience with Real Flame’s customer service team, especially Joshua. From the moment I reached out, Joshua was incredibly… Read more
friendly, professional, and helpful. He guided me through everything clearly and followed up with emails and messages, which made the whole process very smooth.
Today, the technician successfully repaired my fireplace, and I was genuinely surprised that there was no charge — it was offered as a goodwill gesture. I truly appreciate this level of service.
Also, during my visit, another staff member patiently explained the issue to me, which made me feel very supported throughout.
Overall, I’m very impressed by the professionalism and care shown by the entire customer service team. This experience really reflects the strength of the Real Flame brand. Highly recommended!
Poor service. Trying to avoid the issue with safe glass – We got the system two years back. System is working fine but the safety glass has shattered without any reason. Safety glass itself costed us $1000.… Read more
We switched on the system after it's been switched off during summer. And, in few minutes, the glass shattered itself for no reason and glass pieces were scattered all over the room. Excuse by company that they can't do anything and glass cannot crash without reason. Waste of $1K which by no means is a small amount. My recommendation never buy the safety glass.
Warm delight – This was a very good purchase especially through the winter we absolutely love using it.
BUYER BEWARE: The unit looks good and heats well enough but the fan noise is really loud. We installed it in our bedroom fireplace, thinking that it… Read more
would be perfect, but the noise makes it intolerable. There are 2 fan settings - low and high - both are too loud. The fan also emits a high pitched whirring sound for about a minute after the product is switched off. I contacted Dimplex to ask if there was anything I could do to reduce the noise as the problem is a design feature. It took 6 emails & 2 videos to convince them that I wasn't making a warranty claim and simply wanted advice on how to minimise the noise. In the end, they told me that 'the heater appears to be consistent with normal operation' and referred me to local technicians. It was a total waste of time contacting them as they were not interested in investigating the issue or offering advice. Another attempt was made to speak with them and this response we got today - 'this is the way it sounds and cannot be reduced'. Obviously they're not interested once the unit is sold! We now wish we hadn't bought the heater and would definitely NOT recommend it to others.
Hi Alison, thank you for taking the time to provide us… Read more