All questions answered. Was delivered ok. Not yet installed, so can't comment on usage. People in charge of product and delivery very responsive.

Tyler from "The Torch Guys" exceeded our expectations! The order process was seamless, shipping was fast, and the customer support was stellar! We recommend "The Torch Guys" without hesitation. Jason & Tara Kuta

First time ordering and got what I needed promptly. Can't ask for much more :)

Easy, fast and friendly service.

I cannot say enough about working with the Torch Guys. We ordered the Simplifire Allusion platinum fireplace months ago for our renovation. Tyler helped us choose the perfect fireplace for our project. It was delivered so quickly even though we did not need it right away. We installed months after we received it and discovered that we were missing some stones. Tyler answered my phone call immediately and arranged for a new set to be sent. Those were also received right away. The Torch Guys answered all of my calls and emails so promptly. Their service is excellent from start to finish. I would not hesitate to work with them again in the future.

We ordered three Tempest lanterns from them and they were super helpful size and items needed to mouth these on the front of large pillars. Excellent company great to work with highly recommend!

I used the Torch Guys twice over the past 6 months. Both times they had the best price and were very responsive. We love our Real Fyre gas logs and burner systems. I did the work myself and installation was straightforward.

I purchased the Gen X fireplace and absolutely love it. Purchased a piece that actually didn’t fit and was immediately refunded, also the logs had a chip and they were immediately replaced. Would buy from these folks again in a heartbeat.

This unit with its 3 tier burner gives the most realistic fire that I have seen. Great investment, quality unit. 5 star all the way.

Love our new gas logs! Puts off quite a bit of heat and looks very realistic. The only thing I would recommend to the company is to label what’s in the two bags (vermiculite and embers) to lessen confusion.

Order was handled well, and I was kept in constant communication. Thanks!

First off, I want to extend a sincere apology to "The Torch Guys" for absolutely flipping out when I received my package with missing parts and some broken logs! I immediately panicked and unfairly ASSsumed I'd been duked by an online scam! Despite the $1600 package arriving in less than 5 days, in a declared "state of emergency" (ice/snow storm), I thought for sure I had been taken to the cleaners. In total disgust, anger and desperation, I almost blasted them with a review to calm my stomach and spare others from the same.

Fast forward (...like within 1hr), I connected with Tyler, he apologized, empathized with and reassured me the issue(s) would be dealt with immediately, as it was clearly a shipping/handling issue by UPS from the distributor to my home. I received a notification within an hr of the phone call with Tyler indicating another package was on the way. Low and behold, my complete package arrived within today, within 16hrs of my near, mental breakdown! 🧐☺️

Tonight, I installed my custom log set (Empire Super Sassafras with Thermo Remote) with relative ease, enjoyed the cozy warmth (easily 70 degrees) of the fire....turned off my HVAC (heat pump) and got skunked playing "Tapple" with my 11 & 17 year old kiddos! ☺️

Tyler told me I could go ahead and use the logset despite 2 cracks as long as they weren't directly in the flames.....,, yet he'd already initiated the damage claim on my behalf. Needlesstosay, I have 2 replacement logs on the way, as confirmed via email/tracking number. All this inside 1 week of placing my order.

This type of service, particularly being "online" is unprecedented, unusual and very rare given my family's past history with returns and/or issues of this nature.

I could go on and on, but all I can say is "thank you Torch Guys"....you saved me over $500 on a set of logs my wife and I have been shopping for locally (& otherwise) for weeks and they are EXACTLY what we wished for -and- envisioned for our newly, remodeled living space. You delivered a great product, stood by your commitment to customer service and have far exceeded our expectations!

As a proud, hardworking father, husband and Army Veteran, I appreciate your integrity, your drive and commitment to serving others. I WILL be referring you to my friends, my family and I WILL be ordering additional products (for my outdoor patio in the near future! 😎👍🇺🇸

Thank you again, be safe and hope to talk you soon!

We love the logs & Tyler was super helpful in getting the products that we needed. The Torch Guys were so easy to work with and very personable even though we did everything over the phone & through e-mail. A very pleasant experience. Also all the products arrived in a timely manner even though it was the Christmas season.

I’d been looking into electric fireplaces for years but was always nervous to buy one, especially online. Any brick and mortar store was always focused on gas and seemed not knowledgeable on electric. Torch guys were extremely patient and helpful with my questions. Shipping was timely and I received real time updates along the way. Thank you so much for making my first fireplace experience a great one!

I had questions and used the chat feature on the website to speak with them. They were very professional and assisted me immediately. The rep had to do a little research for me, but he didnt hesitate and answered my questions clearly and completely. Processing and shipping was lightning fast and I received exactly what I ordered. The logs are amazing. They look fantastic and provide plenty of heat to warm the room they are in, even though they are vented. I have nothing but great things to say about my experience with them and the products they sell.