Very easy to communicate with, and shipping experience was perfect. We are still in the process of installing because of our new-build schedule, so can't really comment on the fireplace itself.
Wrong pipe size was sent with fireplace. However, Ben and Ryan immediately took care of it- sent the right size and sent ups to pick most of the parts the other they sent return ups papers and I dropped two chimneys off at ups. Therefore. They did fix issue immediately with problems . So I am very happy with their company and service.
Thank you for your thoughtful review! We truly appreciate your patience and understanding while we resolved the issue. While we always aim to get everything right the first time, we’re glad our team was able to step in quickly and make it right for you. Your satisfaction means a lot to us, and we’re grateful for the opportunity to assist. If you ever need anything in the future, we’re always here to help!
Empire Loft 36" Direct Vent Linear Gas Fireplace
Thank you for the 5 stars! We appreciate your support and hope you’re enjoying your Empire Loft 36” fireplace. Let us know if we can help with anything down the road!
We have not installed our new electric fireplace from the Torch Guys yet but the service, price and delivery have exceeded our expectations. We would definitely reccomend and already have to some of our interested friends.
Thank you so much for your kind review and recommendation! We’re thrilled to hear that our service, pricing, and delivery exceeded your expectations. It truly means a lot that you’ve already recommended us to others. We hope you love your new electric fireplace once it’s installed, and if you need anything at all along the way, we’re always here to help!
Make buying items online easy and hassle free. Once I decided which wood stove to purchase I had to put as much effort into deciding which company to buy it from.It came down to Torch Guys. Ben Morris made it to easy. Pitt Ohoi trucking took great care not to damage it during shipment. Only took seven days to arrive, couldn't be happier.
Thank you so much for your thoughtful review! We’re glad to hear your experience was smooth and hassle-free from start to finish. Ben and the team always aim to make the process as easy as possible, so it’s great to know that came through. We’re also happy to hear your stove arrived quickly and in perfect condition. We truly appreciate your business and are here if you ever need anything in the future!
Ben was extremely helpful in choosing a unit to meet the needs of our customer. order was quick and efficient. Tyler provided updates as well as warranty registration Definitely recommend you guys!!!
Thank you so much for your kind review and recommendation! We’re glad to hear Ben was able to help you find the right unit and that the ordering process was smooth and efficient. It’s also great to know Tyler kept you updated and assisted with the warranty registration. We truly appreciate your business and the opportunity to support you and your customer. If you ever need anything in the future, we’re always here to help!
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.
Thank you so much for your incredibly kind and thoughtful review! We truly appreciate you taking the time to share your experience. Providing support not just during the initial purchase, but long after, is something we take a lot of pride in, so it’s great to hear that came through. We’re glad we could assist with your warranty replacement and make the process smooth for you. Your recommendation means a lot to us, and we’re grateful for the opportunity to continue supporting you whenever you need us!
Great service on delivery. Contractor has not installed yet. Everything looks great.
Thank you so much for your review! We’re glad to hear everything arrived in great condition and that you had a positive delivery experience. The Empire Vail Premium 32” is a great unit, and we hope the installation goes smoothly. If you need anything along the way, we’re always here to help!
My sales guy Ben was awesome. The customer service was over the top and they are extremely competitive.
Thank you so much for your kind review! We’re glad to hear Ben was able to provide a great experience and that our team delivered the level of service we strive for. We also appreciate you recognizing our competitive pricing. Thank you for your business, and please don’t hesitate to reach out if you need anything in the future!
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.
Thank you for your thoughtful review! We’re glad to hear you had a positive experience with our communication and were able to get your questions answered—that’s something we take a lot of pride in. We also appreciate your feedback regarding the finishing materials, as that kind of input helps us better guide customers and improve the overall experience. Thank you again for your business, and please don’t hesitate to reach out if you need anything in the future!
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!
Thank you so much for your kind review! We’re glad to hear you’re enjoying your new fireplace and that it was a great replacement for your RV. The SYM Bespoke is an excellent choice, and we’re happy we could help you get it quickly. We truly appreciate your recommendation and your business—please don’t hesitate to reach out if you need anything in the future!
Great people to deal with. When email a question they answer back immediately. Will recommend them
Thank you so much for your kind review! We’re glad to hear you had a great experience and that our team was able to respond quickly to your questions. Providing timely and helpful communication is something we take a lot of pride in. We truly appreciate your recommendation and your business—please don’t hesitate to reach out if you need anything in the future!
Very helpful and ready to help.
Thank you so much for your review! We’re glad to hear our team was helpful and ready to assist throughout your purchase. We truly appreciate your business and are always here if you need anything in the future!
Just had one inserted and would recommend a different unit if you want it for heat. I spent seven thousand total on installation and for the unit usually around four thousand. It does heat but only would go five degrees higher than my furnace was set at.
Dear Tim,
We were sorry to hear that you are dissatisfied with your recent purchase.
While we are not the manufacturer, we stand behind everything we sell and are happy to assist with troubleshooting to ensure your unit is performing optimally. In our decades of experience, we have found that performance issues are often related to on-site conditions or installation variables.
I noticed that your review is listed as 'not verified,' and we currently have no record of a purchase under the name 'Tim', for the product you specified. If you did purchase this unit from THE TORCH GUYS, our offer to help remains. We would appreciate the opportunity to speak with you or your installer to review the details.
There are many variables that can affect performance, such as the placement of the rheostat, the remote control settings, or the furnace location. Often, these issues can be resolved with relatively simple adjustments. Additionally, based on our pricing for this Ruby Series model, the total cost you mentioned seems higher than expected, and we would like to understand the details of your installation.
We want to ensure you are satisfied and would love to discuss this further. Please feel free to reach out to us so we can assist you.
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
Unique and well made product, with good product support and service. This is a very SHALLOW (try 14 1/4" deep - that shallow) 36 inch zero clearance direct vent propane or natural gas linear fireplace. It fits easily into a cabinet under my TV, against an outside wall without any major modifications. The shallow fire box is the ticket.
I’ve never been so dissatisfied with a vendor. The transaction has been problematic at every step. I have been berated by the owner for filing a credit card dispute for a fireplace that I still haven’t received in over a month. He has tried to justify himself as he has in any other negative review. I am sure if everything goes good with an order that they are a good company. Unfortunately, when things go wrong, their true colors come out. Not only did he give me a fraudulent tracking number, he violated my right to file a dispute with my credit card company. I can’t believe they are in business with his tactics.
Glenn,
We're sorry to hear you feel this way, and we want to be transparent with anyone reading this about what actually occurred.
You reached out at the time of purchase requesting a delayed shipment, and that you could not receive the fireplace until after December 8th - which we were happy to accommodate. Your order was scheduled to ship within 14 business days of December 8th. To be fair, this shipping window is longer than normal; but not bad, given it was in the middle of the Holiday Season and the busiest time of year in our industry. We communicated this shipping timline with you, and sent multiple follow-ups to keep you informed throughout the process.
Just a few days after the date you told us you could not receive the fireplace, your tone changed dramatically. When you threatened a chargeback, we were upfront: if a dispute was filed, we would not be able to ship the fireplace and would instead process a refund. We made that offer clearly and in good faith. You chose to file a chargeback, instead of accepting our refund offer. We did not dispute the chargeback — even though we had already shipped the venting system, a $1,200 value, which we absorbed entirely.
You were not berated and your right to file a dispute was never violated — in fact, you exercised it, and we did not challenge it.
We work incredibly hard to provide an exceptional experience for every customer, and the overwhelming majority of our reviews reflect that. We wish this situation had gone differently, and we genuinely wish you well.
— Tyler & Brian, The Torch Guys
Grand Canyon GlowFire Arizona Weathered Oak Charred Vented Gas Log Set
Best price and great customer service! Highly recommended.
I searched for this part that was missing when I purchased my new home. The Torch Guys offered the best price I could find.
