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Customer Reviews

We started The Torch Guys to offer a better way to shop for fireplaces and fire related products online. Customer service isn't just an important part of our business. IT IS OUR BUSINESS. 

When you shop with us you can expect outstanding customer service before and after your order. But don't take our word for it...see what our customers have to say about working with us!

Based on 27 reviews
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The real flame magic trick

Wow, Smoke and mirrors and you think you have a real hot flame in your fireplace. I had 220 installed and the Orion put out sufficient heat to warm our great room. Tyler was very helpful in assisting with the fitment of fireplace and the need for the 6 in flashing I needed for proper installation. Very pleased with my purchase and the service provided by The Torch Guys.

Wood free at last!

Finally decided to go wood free after years of burning. Hadn’t looked at any gas log sets for some time and was very surprised how real they look now. And The Torch Guys was the place to go. A wide selection and many options to get everything we needed to go wood free. We don’t heat with our fireplace, it is just for enjoyment and we both couldn’t be happier. Still get up to grab another log from time to time and no more shutting up the other rooms to keep out any smoke that happened occasionally. Great place to do business. Fast and easy to get everything we needed.
Thanks!

Very patient through sales cycle

Tyler at The Torch Guys is very knowledgeable and demonstrated great patience throughout the sales cycle. Also, good follow-up as a few questions have come up during my Napoleon 50 installation.

I would buy again from The Torch Guys.

Great service and follow up. Tyler took care of registering the product for me.

Great service

Very pleased with my purchase and would highly recommend them for price and service.

Amantii Symmetry / Purchase

Website layout is easy to navigate, purchase was simple, and delivery was as promised!!! Unfortunately, I am in the middle of a remodel so all I have done is opened the box turned it on to make sure it works and repackaged for safe keeping. In a few months when the reno is done I will comment on the fireplace.

Great experience i would highly recommend

Great Customer Service

I can’t say enough about Tyler and Torch Guys customer service. Very helpful, quick to reply, and helped me work through some logistical problems. The fireplace installation is not finished yet, but we did put it on for a few minutes and it's great.

Quality Customer Service

I originally ordered the incorrect fireplace and reached out about exchanging for the correct one. Not only was the exchange honored, but Tyler made sure the exchange was as smooth as possible and we received the correct fireplace just a couple of days later.

I was very pleased with the level of service I received from The Torch Guys, specifically, Tyler and Brian. Top notch service and quality product.

Great People and Products

I had a new fireplace installed and to rely on The Torch Guys and Tyler a lot. They have been very helpful, quick to reply to my emails, very quick to send the product, and extremely responsive when I’ve had questions or problems. You won’t regret working with The Torch Guys!

Excellent Customer Service

The guys working at The Torch Guys always follow up with their customers and are easy to reach if you have any questions. I plan on using them for any fireplace needs. The delivery was also very protected and free from any dings or scratches.

Fireplace

We promptly received the product and love it! The Torch Guys took care of registering the product for the warranty. Totally brainless. I would not hesitate to order from them again.

Great service and quick delivery

Tyler knowledgeable and easy to work with. Delivery to mountain area managed in two days. Impressed.

Outstanding experience

We are very pleased with the product, the price, and the outstanding level of customer service we received. Tyler we definitely appreciate the personal service and quick response on every question.

Excellent Service

Came much faster than I expected. Packaged very well. Great product.

Perfection

Items were received well packaged and without damage in record time (next day). Communication with seller was fantastic.

2 Torches for a pool cabana

Tyler did a great job helping me identify the right Tempest torch lanterns and configuration accessories to ensure our installation goes smoothly. Without me even asking they registered the torches for a full warranty.

Excellent customer service

The Torch Guys provided excellent customer service, was informative and made the process simple for me.

Great courteous service. Tyler communicated every detail of the installation process.
Prompt delivery and installation. Very happy and just what we wanted in a fireplace!

Modern Flames Orion Traditional 42" Virtual Electric Fireplace

Modern Flames Orion Multi 76" Virtual Electric Fireplace

Cozy fire all weekend long!

Wanted to let you know that we had our logs installed last week and enjoyed the cozy fire all weekend long! Here is a photo of the finished product. This is awesome 🤩

It's a perfect fit!

Happy Holidays. It's a perfect fit! Thank you so much for your time and kindness. With all the companies out there it can be hard to choose but we were so lucky to find you guys who talked us through it and made us feel so comfortable that we made the right choice.

Customer service was above and beyond my expectations! Tyler asked all the right questions to make sure I was ordering what I needed for my 30”, ventless (natural) gas fireplace. The logs and flame look great and there isn’t even any smell from the new set. I HIGHLY recommend the Torch Guys as they know their products and are able to make recommendations according to their customer’s needs! The Monessen Mountain Oak set was the perfect look and fit for my fireplace!