The product is simply not as advertised, not even close. The flames look unrealistic with no holographic or 3D effect. It's like watching a flat TV video of flames. It looks the same from every a... Ver más
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Consulta las opiniones de los clientes
Very disappointed. The flame looks like the Christmas fireplace app you can put on your TV (two-dimensional), only SMALLER! Nowhere near a realistic appearance. The entire unit with mantel is worth... Ver más
Finished getting our house remodeled last year and just added the final missing piece. Our magikflame has became the centerpiece of our living room. It was an adjustment replacing our gas fireplace wi... Ver más
La empresa ha respondido
Shipping took about 10 days from the time we placed the order.... but it came at the perfect time with the insanely cold weather we had! It was installed in our small office, which is roughly about 40... Ver más
2,8
Medio
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MagikFlame Electric Fireplace
It is my practice to leave good reviews when things go well and constructive criticism when they don't. I cannot begin to inform you how disappointed we are with this purchase of the MagikFlame Holoflame insert Dragonblaze Electric Fireplace. It would be of great length to describe what has transpired in the last two months, but I will try to make it less painful for you AND for me! Always start with a possitive, so I can say that Demitrius is an absolutely wonderful person in their sales dept. Keep him, it's the only good thing you have going for your company. We did not purchase through him, but he has been the person trying to help us with this problem, who the company has now made unreachable. He is 5 stars!! After that its all downhill. I called in to continue our conversation and a rude gentleman asked me why I wanted to talk to him so I told him and then he HUNG up on me! The fireplace is extremely misrepresented in the photos. Yes, there is a beautiful flame and they were very careful in the fine print to tell you to sit close and directly in front of it. If you move you will not see the flames because it is back in a hole that looks to be two feet in distance. The logs sit up front and the movie screen that loops every three minutes makes the flames look as if they are coming up in the logs, but with the position the glass has to be in (which is always visible), distorts the whole picture. The log arrangement is fine but the embers all flash their glow at the same time which is not realistic. If this were some $3-400 fireplace, you could understand, but $3000? So, then we tried to reach customer service. I called and emailed, and could get no response. Finally, we had to go through sales to be connected to Greta in technical support. This woman is perfect for her job because she will never stray from the script she has, including talking right through you to finish her script. She is as cold as can be and never waivers. She very simply insists it's your problem. After she tried to aide us through the screen settings, she offered to send us new logs (because they were making a humming noise) and a new movie screen because her adjustments were ineffective. I told her that's not the problem and she said that is the only option. The mistake we made was sending our fireplace directly to our contractor because it had to be installed into the custom cabinetry, so we were outside our warranty time by the time it was turned on in our home. The owner has a nice message on the website about appreciating his customers, but there is no way to go beyond Greta, who is the manager, AND she will tell you that nothing gets beyond her. She actually told us we could go through sales to reach the manager, which only led back to her, and she told us she KNEW that would happen! I wonder if the owner knows how badly she represents his company, or if he cares? The reviews are handpicked on their website because if you go to BBB they are terrible. This product is so disappointing that we are having to throw it out and start over. No, we are not monetarily wealthy people, but with this company's misrepresentation and disregard for customer service, I would rather have no fireplace.
12 de enero de 2024
Opinión espontánea
Respuesta de magikflame.com
Hi Beth,
Thank you for taking the time to share your detailed feedback. We deeply regret that your experience with MagikFlame has been so disappointing, and we appreciate the opportunity to address your concerns. At MagikFlame, we aim to deliver both a high-quality product and exceptional customer service, and it’s clear that we fell short in your case. For that, we sincerely apologize.
We are grateful for your kind words about Demitrius in our sales department. It’s always wonderful to hear when one of our team members makes a positive impact, and we will ensure that your compliments are passed along to him.
We’re sorry to hear that your expectations for the Dragonblaze fireplace weren’t met. Our product is designed to provide a realistic flame experience, but we understand that viewing angles and other features, such as the log and ember effects, may not meet everyone’s preferences. Your feedback regarding the flame positioning, ember glow, and glass visibility is invaluable, and we will share it with our product development team for future improvements.
Regarding your interactions with technical support and customer service, we apologize for the frustration and disappointment you’ve experienced. It’s never our intention for any customer to feel dismissed or unheard. We will address your feedback about the way your concerns were handled internally to ensure we uphold the highest standards of professionalism and empathy.
As for your warranty concerns, we understand how delays in installation due to custom cabinetry could have affected your ability to test the product during the warranty period. While warranty terms are necessary to establish clear boundaries, we regret that this situation added to your frustration.
We are unable to locate a customer record under your name. Did you perhaps purchase under a different name, or can you let us know the approximate purchase date? This will help us verify your order and better assist you with your concerns.
We also want to address the perception that we hand-pick reviews on our website. We aim to be transparent in sharing a broad spectrum of customer feedback. While there are critical reviews on third-party platforms, many customers have shared positive experiences as well. We hope to learn from situations like yours to improve and ensure every customer feels valued.
Finally, we are truly sorry that your experience has led you to decide to remove the fireplace from your home. This is not the outcome we want for any customer, and we’d love the opportunity to try to make things right. If you are willing, please reach out to us again so we can work toward a resolution.
Thank you for bringing this to our attention. We value your feedback and are committed to improving our products and services based on it.
Warm regards,
The MagikFlame Team
No Magic with MagikFlame
Bought an Artemis unit 2 years ago. 6 months ago the touch screen turns white and doesn't work. I went online to chat and Magikflame tech support contacted me. They told me that the screen is likely in working order but the programming SD is corrupt or not working. They will not repair my SD card but require that I pay $50 for a new one. Please keep in mind that I paid $3745 for this "premium" unit. I don't mind paying for parts but $50 for this seems extreme for something you can but at Walmart for $10. If the program is corrupt, just provide a website where I can download it. Best thing would be to put one in an envelope and send to me and I will send the old one back.
Being nickel and dimed on a $4k fireplace unit is shocking. Magikflame is certainly not premium quality and is not worth the price. The holographic image is just OK, other units offer just a nice an image for a lot less. Also, how many years does it take Magikflame to get an Andriod app?Kids are writing these today. Android has 70% of the world market share of mobile OS, might want to get with the times.
Yes, I am being a bit harsh here. Considering the price paid vs. value, I would expect better support on your products. It's like charging someone for a screw that falls out. It's nothing major, just send it to them to keep the customer happy.....that's called customer service. Otherwise, use better SD cards or include a spare if this a regular occurrence. I have paid the $50 now, so I will be sharing this review on every site possible. If I deter one person from buying a Magikflame, I figure I will have taken my $50 back. Buyer beware.
1 de enero de 2024
Opinión espontánea
Respuesta de magikflame.com
Hi Darin,
Thank you for taking the time to share your detailed feedback. We sincerely apologize for the frustration and disappointment you’ve experienced, and we appreciate the opportunity to address your concerns.
We understand how upsetting it can be to encounter an issue like this, especially after investing in a premium product like the Artemis unit. The SD card corruption issue is rare, and we use high-quality SD cards to prevent such occurrences. That said, we understand your concern about the replacement cost and why it feels excessive. While the $50 charge reflects the cost of both the card and the proprietary software we preload onto it, we hear your feedback about offering a downloadable option and will evaluate this for the future.
Regarding your point about customer service, we strive to provide exceptional support and regret that you feel nickel-and-dimed over this issue. Your suggestion about including a spare SD card or providing a seamless replacement option is valuable feedback, and we’ll share it with our team to improve the customer experience.
As for the holographic flames, we appreciate your honesty and will pass your feedback on to our product development team. While many customers love the realism and customization options of our fireplaces, we recognize there’s always room for improvement.
Finally, we want to address your comment about the Android app. Developing an app that integrates seamlessly with our unique technology and meets the high standards we set for MagikFlame products has been a longer process than anticipated. We apologize for the delay and appreciate your patience as we work toward releasing an Android version.
We take your feedback seriously and will use it to improve our products and services. We hope you will reconsider sharing such a negative review on multiple platforms, as we are committed to learning from this experience and doing better in the future. If there’s anything more we can do to address your concerns, please don’t hesitate to reach out.
Thank you again for your feedback, and we hope to regain your trust in the future.
Warm regards,
The MagikFlame Team
Deceptive Sales Tactics and Poor Product Quality
I paid $3,495 for a MagikFlame fireplace after being assured by the salesperson that it was high quality and that negative reviews were fake. The product delivered looks nothing like the promised flames and feels cheap. Trustpilot flagged MagikFlame for fake reviews, which aligns with my experience of being misled. When I complained, they dismissed my concerns, blamed me for setup issues (which tech support confirmed were not the case), and refused a refund. Their sales tactics and refusal to stand behind their product are deceptive. Beware before purchasing.
Update 12-01-2024: I continue to work with the BBB to resolve a complaint I filed against MagikFlame and have also filed a complaint with the FTC.
24 de junio de 2022
Opinión espontánea
Respuesta de magikflame.com
Hi Scott,
Thank you for sharing your concerns. We are sorry to hear about your dissatisfaction and regret that your experience with MagikFlame has not met your expectations. We strive to provide a high-quality product and excellent customer service, and we take feedback like yours seriously.
However, we feel it is necessary to address certain claims in your review. Your statement regarding Trustpilot and fake reviews is not accurate. We do not purchase fake reviews, and we have no insight into how Trustpilot may have come to any such conclusion. We firmly deny any allegations of review manipulation and stand behind the authenticity of the feedback shared by our customers.
In addition, your accusations about being misled by our sales team and about the quality of the product do not align with our commitment to transparency and customer satisfaction. When concerns arise, our tech support team works diligently to address and resolve them, as we did in your case. We have also provided evidence to dispute certain claims made in your review and online postings, which we believe to be unfounded and defamatory.
It is important to note that your allegations regarding our company’s actions are not supported by facts, and these defamatory claims are damaging. We respectfully request that any further concerns be brought directly to us through appropriate channels so we can work toward a resolution in good faith.
MagikFlame is proud to provide products that deliver realistic flame effects and high-quality performance when installed and operated as instructed. We remain committed to ensuring customer satisfaction and are open to continuing discussions to address valid concerns.
Thank you again for your feedback, and we hope to resolve this matter amicably.
Sincerely,
The MagikFlame Team
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