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 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… Read more

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!

Outstanding customer service – We purchased and had two fireplaces installed by Lars at Real Flame, and the experience was outstanding from start to finish. Lars is incredibly knowledgeable, guiding us through the selection process with expert advice to ensure we chose the perfect fireplaces for the respective locations in our new home. He was helpful every step of the way,… Read more ·  1

from the initial consultation to the final commissioning. His professionalism and attention to detail were evident throughout, and we always felt confident that we were in good hands.

What truly stood out was Lars’ responsiveness and accommodating approach. He promptly answered all our questions and kept us updated on every stage of the project. Despite some delays (on our end) Lars was always more than happy to work around our schedule and work with any of our trades (carpenter, gyprocker, plumber, stone mason) to ensure the final outcome was delivered to a high standard. Each time our trades provided us with awesome feedback that Lars was very knowledgeable and so easy to work with. If you’re considering a new fireplace, we highly recommend reaching out to Lars at Real Flame.

Good product but no customer service – I installed a 2 way fireplace nearly 10 years ago and being in Brisbane, it hasn't had a lot of use. Last winter it struggled to stay alight and I've been trying for 4 weeks to get their repairman (or anyone) to respond. I've now found someone else that can hopefully fix it. Why do companies not call you back? Disappointing service all round.

Great heater, poor quality – The fireplace itself heats the house up beautifully and is really efficient but so many parts are rusting up. The worst part is the external flue termination which has significant rust with flaking paint yet the manufacturer has told us it is wear and tear. Seriously? After just over 18 months a $7000 fireplace should be falling apart with normal… Read more

wear and tear. Be aware the black paint on the inside of the fireplace will burn away within the first winter and look patchy Great heat production Poor quality

Real flame Landscape 1000 – I installed the Landscape 1000 in an internal wall between two rooms. Not only did the Landscape look great it had a high heat output. Using a Ducted Air conditioning unit on "fan only" mode, we easily heated the entire house. Visitors often comment on its amazing flames and warming capabilities. Looks great on or off Remote control not easy to program.