Real Flame Captiva

Real Flame is a Real Lemon – The product itself has not worked properly since it was installed in mid July 2018. Besides the badly working model, the selection of colour they proposed first was inconsistent with our house and then they asked that I select from a supplier of stone, which I did and it looks great. The installation feels half complete as our carpet was cut but… Read more

not put back properly when completed and the model itself looks half finished with gyprock finish. We will need to spend a further thousand finishing off to complement our living room. The warranty guy is overwhelmed so they obviously have major issues with lots of people. Don't waste your money and I wish I had read these reviews before purchasing. I have re-rated this from 1 to 3 in that the problem has been satisfactorily fixed now and the service guy, [name removed] was really pedantic and detailed. It is unfortunate that it took a month to fix the problem following 2 other calls to fix my heater.

How do you work these things?? – We've had our fire 3 years and needed 2 services - one for failure to ignite and another to replace the remote. I hate that there are no controls on the actual machine. The manual that came with it is useless for trying to work out the remote as is the information online. It looks nice and does something to warm the house when working but I would not buy this company's product again.  Show details

Rubbish - Don't Waste Your Money – This heater looks good but that is about all. It does not provide sufficient heat to warm even a small room and required us to augment our heating with an additional log heater at more expense. Lucky we did because the Real Flame remote failed and we had to pay $247 for a replacement unit. Do not waste your money buying a Real Flame gas fire. They simply don't work.  Show details

What a load of rubbish and dreadful support – Purchased 2 Captiva 900's and neither has ever worked. Installed by qualified builder, electrician and gas fitter and they have never operated. They have power & gas going to them but the remote wont ignite the gas.I paid for the companies installer to check for any issues and he seems to think the remote control modules are faulty in both. Being… Read more

a brand new home we purchased them well in advance so they could be built into sandstone construction but when the home was complete and ready for use Real flame said..oh!!! so sorry their out of warranty.

Excellent. Very pleased with the Captiva – We've had our fireplace for just over three years now and couldn't be happier. It has proved to be very reliable, heats our open plan home wonderfully and it's beautiful just to look at. The only service it has needed has been to have the fan cleaned this season after finding the fan was making a bit of noise (it's normally very quiet).… Read more

Apparently air-borne dust can build up over time on the internal fan blades and can throw it out of balance, but this proved to be easy to service and not expensive.

If ever we move house this fireplace will be on our "must have" list. Very effective heating and beautiful to look at.

Love the Look - pity about the customer service and product limitations – We ordered a boxed mantel to fit a Real Flame Captiva 900 Flame Fire. Unfortunately upon delivery the mantel and the hearth did not fit the Flame Fire. Upon advising the store that we would like this to be rectified - they simply ignored our letters. We then contacted Consumer Affairs before we had any action and after five weeks we received a… Read more

replacement mantel, but unfortunately rather than build a new one they simply chopped and shopped the old one (which means we are left with a product that looks like it has been cut and shut).

Upon using the Real Flame Captiva 900 we now realise that the fan makes quite a droning sound and you cannot choose to have the flame effect only as it always heats the room (would be nice to have the option in Summer). The flame picture and coal/log combination looks great Customer service and product specifications are terrible

Terrible – This fireplace looks great but breaks down more than it works. Got tired of calling service and service not prompt in fixing the problem, as in report problem Monday & you don't see a technician till Friday. Not happy especially because its winter... This fireplace looks sensational and when it works warms a very large are well Very unreliable -… Read more

remote doesn't work, control panel breaks down, for the price of this fireplace it is not worth the trouble