Element4 Cupido 70 (24" Traditional Gas Fireplace)

In this era when it is often difficult to get any customer support after a purchase, it is refreshing to note that The Torch Guys break the trend. They provided excellent advice when I was first considering a purchase and were extremely responsive in assisting me with replacing a part almost two years after the purchase that was covered under warranty by the manufacturer. It is comforting to have a company willing to support their customers. I very highly recommend The Torch Guys, a family run business that goes above and beyond in providing customer satisfaction.

Great service on delivery. Contractor has not installed yet. Everything looks great.

My sales guy Ben was awesome. The customer service was over the top and they are extremely competitive.

Torch Guys communicated well and answered my questions. You actually get a response and someone to talk to when you call them. I do wish this specific fireplace had the finishing framing material included for a full recessed setting but that was the only thing I would say.

Bought fireplace to replace our broken fireplace in our RV. The new fireplace is very nice. We really enjoy it. Highly recommend the SYM Bespoke fireplace. The Torch Guys were extremely helpful and we received the fireplace in two days! Thanks!

Great people to deal with. When email a question they answer back immediately. Will recommend them

We experienced some issues with our unit after installation and contacted Customer Service for assistance. We were guided through troubleshooting, being kept apprised of the progress and were sent the needed replacement parts in a timely manner. Buying this unit online was a bit daunting due to the expense, but after experiencing this exceptional post purchase support I would buy from the Torch Guys again without hesitation. THANK YOU!!!

I found these guys on-line just by chance. I was looking to upgrade my vent-free log set (20+ years old). I had the paperwork from the previous owner. The store they purchased it from was a couple towns away, so I called them and set up an appointment for the next day. Met with the salesperson and got a quote. I was told that I had to order the log set and it would take ~ 30 days to receive it unless I wanted to drive a couple hours to pick it up. I went home and got on-line. The Torch Guys popped up. Checked their website for the set we wanted, and they were much cheaper than the store. I started my order and found I had some questions. I decided to call them directly. the guy that answered (Ryan) was able to answer all my questions and offered to place my order over the phone for me. I received the log set in 3 business days and the set up was fairly easy. We love it! I've found customer service and product knowledge is a rarity these days but "The Torch Guys" have defiantly got them both covered. I highly recommend them. I would give them more than 5 stars if I could.

Very helpful and ready to help.

I recently helped my parents purchase an electric fireplace insert to replace a wood-burning fireplace that was no longer working well. We purchased a Dimplex Optimyst Revive 25" Water Vapor Fireplace insert. With its real steam feature and glowing logs, the Optimyst is great - quite realistic for an electric. My parents are super happy with the results and use it every night. It's very easy to operate. (We still plan to make a few aesthetic adjustments like painting the inside of the original fireplace black so the insert blends in, and installing a plug behind the insert ...).

I worked with Ben Morris, who was fantastic. I was really busy and distracted during the process, but he patiently kept checking in with me, answering questions and doing research on what our options were for the existing fireplace. Once we decided on the Dimplex, he asked me to send him pictures and detailed measurements of the existing fireplace so he could make 100% sure that it would fit, which it did, thankfully. I would highly recommend buying from The Torch Guys, and working with Ben if possible :)

Love it.

After researching inserts that would fit our fireplace and our budget, we decided to go with the Osburn Matrix. I was originally going to purchase it from another big online vendor, but the Torch Guys blew them out of the water on the price, so it was a no brainer. The unit arrived extremely quickly. It was so fast that I didn’t even know it had been delivered until I came home to find it neatly packaged on a pallet outside my garage. I only wish I had been home so I could have had the delivery guys move it 5 more feet INSIDE the garage. I had to put a tarp over it for a few days until I found some muscle to help move it out of the weather. You don’t know heavy until you’ve had to move a wood stove or insert!

After installing the Matrix (which is beautiful) we were absolutely shocked to hear how loud the blower was. It had a terrible vibrating hum coming from it. After researching forums online, several folks reported similar issues and narrowed it down to the blowers being notoriously loud and said to buy a aftermarket blower or to basically just deal with it. I removed the blower assembly to inspect it and all the moving parts were solid and smooth, so it didn’t make sense that it was the fan itself. After tinkering a bit, I found that the bottom sheet of metal on the insert was vibrating against the brick of the fireplace floor. I managed to diagonally drill a hole through the metal behind the lower faceplate and sink a tapcon screw into the brick to hold it down. That helped a little bit but the noise was still mostly there. It turned out that the metal shroud/guard at the front of the blower assembly was contacting the frame of the insert and was vibrating like crazy. I figured this out when I was pushing on the blower while it was running and the noise would go away. In the end I pushed on the front of the blower shroud firmly enough that it bent, forcing the vibrating part down just slightly which removed the contact from the insert frame. (See sketch in the photos) Now the blower is so much quieter. We can easily watch tv or have a conversation, whereas before we had to blast the tv or scream to hear the other person over the obnoxious hum.

After solving the vibration sound, we are very happy with our purchase! The glass door is our favorite part. I often sit downstairs with a book, reading while the flames dance. The Matrix transformed our chilly downstairs into a cozy place that we actually enjoy spending time in. It’s an eye catching little wood insert!

Thanks Torch Guys!

Since using this wood stove insert our living room has maintained a comfortable 80 degree temperature. Fill it in the am and then again before going to bed.. Using 1/3 less wood and also without using the blower. We use three heat activated fans no electricity required. His stove is absolutely amazing. As they said very minimal ash removal maybe every third day as it burns efficiently. Using a cord a month. Should have purchased it years ago. No more coming home to a cold house!

Great customer service from the crew at the Torch Guys! They helped answer all of my questions and tailored their available products to my needs. 100% satisfied customer.

SimpliFire Allusion Slim 60-Inch Electric Fireplace