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.

The Torch guy's were very helpful and called back when we had questions.very good company to work with.

I searched the internet for days to find the best seller of Bromic heaters. I even called Bromic. The Torch Guys are clearly stand- out. Best Price! Best service! Quick and expertly packaged delivery.

First contact with the company was very informative. Website it easy to navigate. Customer service is exceptional! Quick responses were very much appreciated. The product came shipped in a safe and sturdy crate. The instillation was easier than anticipated! And it looks BEAUTIFUL and works great!!

Tyler was very helpful with our purchase. He responded at all hours of the day, answered my questions, and followed up to make sure we were getting exactly what we wanted. I can't recommend these guys strongly enough. Thanks!

I recently replaced an old fire log set with the Golden Oak fire log set by Peterson and I could not be happier. The logs are high quality and they radiate heat into the room even after the fire is turned off. They look exactly like real logs. This is an excellent fire log set and I highly recommend it.

I worked with Tyler from The Torch Guys throughout the entire sales process and we had a lot of questions regarding the fireplace and shipping details and Tyler was an amazing representative who answered all our questions and concerns in detail and made us feel confident in the product and service. We chose the Modern Flames Redstone 42 inch Electric Fireplace and added the Truwood Logs which give it a realistic look. The fireplace and log set are absolutely stunning. I highly recommend buying from The Torch Guys!!

We chose this fireplace for the realistic flames and the warranty. The torch guys provided great communication and it was delivered quick. It was delivered on a truck with a scheduled delivery time. Shipped on a small pallet and wrapped it arrived in excellent condition. Can't wait to install it!

I received everything quickly after an easy ordering process. Packaging was secure and intact. I'll definitely use the Torch Guys again.

We buy 74” electric Dimplex chimney have we happy work good

Super pleased with the price and the shipping speed was incredible! Our fireplace arrived on a pallet with no damage. We love our new fireplace! Thanks so much!

Highly recommend The Torch Guys. Excellent Service.