magikflame.comReviews of magikflame.com

Initially, when I purchased my Artemis fireplace I felt like customer service was easy to get ahold or and answered questions. However, four years later no one ever returns calls to the customer service line. No email responses. No social media responses. Nothing. Top this with an app that has never, ever been updated and has all of the flame types set so it only actually allows four flames the. Just repeats, vs the large amount it was supposed to have… I feel like I was scammed. Now, the monitor has gone out on my fireplace and so it no longer works at all. I have tried for months and months to talk to someone…. Anyone… who can help. Avoid this company. While the concept is good, and it does look neat when it works…. The inserts are cheaply made, don’t connect to blue tooth well, and if you need service…. Good luck. Ugh. Waste of almost $4000

I can't possibly express in the strongest of terms how terrible of a product this is!! Trust me and do not waste any of your hard earned money on this high price disappointment. A you-tube video of a burning fireplace is 100 times better than this. The flames are not near what is seen on the their website. The fire effect are fake 2-D screen projections that a Walmart flatscreen would do much better for far less. The logs are tiny and any viewing angle looks totally fake from any position you are viewing it at. We purchased the DB 36x48 and the flames are only 3"-8" tall in a 36" tall box. The biggest "log" in the set could fit in a sandwich bag. We got buffaloed!! Find a better and cheaper option!!!

**READ THIS BEFORE PURCHASING!!** October 2025: If you’re reading this you’ve likely seen videos for MagikFlame fireplaces and are considering a purchase. I can’t blame you. The videos are probably the best ever produced. And the technology looks mighty impressive. But I warn you, don’t be fooled. I took the bait, all starry-eyed that we’d soon have a realistic looking fireplace. I’m still licking my wounds. But I hope my story helps you. I placed my order on a Sunday and the unit arrived the following Thursday. On Saturday we carefully unboxed it (making sure to take photos of how it was packaged). Wearing gloves, we carefully slipped it into our large fireplace opening, plugged it in, turned it on to make sure it was working, then set to the task of figuring out how to engage the flames. It looked AWFUL. We chose MagikFlame based on the video and images provided on the MagikFlame website where the sofa sits off to the side of the fireplace; that’s how my sofa sits. What that gloriously produced video fails to show is the pane of glass used to reflect the flames. From our vantage point, that’s all we saw – shiny glass with an odd looking image of fire. We ensured the pane was properly seated in the unit and it was. So we changed our vantage point. If we sat directly in front of it at eye level, it looked good (refer to their viewing specs). But stand or sit anywhere else in the room and all that’s seen is glass with an image of fire reflecting on top of it. What a joke. I quickly pulled up the original video to see if we missed something, but nope. It turns out that the glass is ONLY visible in a DIFFERENT video, one they email AFTER the unit has shipped. Literally they’ve presented us with smoke and mirrors, plain and simple. I knew about their returns policy going in, but was confident in MagikFlame. What a fool I was. It seems clear, at least to me, that MagikFlame makes their money solely on handling returns. Do the math: 20% restocking on $3500?? That’s a nice chunk of change for 20 minutes worth of work. The kicker though is that MagikFlame doesn’t offer a call tag for flat pack return shipping. They charge $250 but customers have to pay to return. They recommend Fed Ex and I wound up paying $628+. Ouch! During the return process MagikFlame also dinged me for $100 citing “severe scratches”, but it was re-boxed using gloves and in the same condition as received (I can’t fight them though – it’s my word against theirs so why bother with that headache). I paid $3,495 for the unit, was refunded $2,167.65 plus paid the Fed Ex shipping to return so I’m out almost $2,000. For nothing. I feel the fool. Shoot, I am the fool. If you’ve seen one in person, like it, and have the proper set-up for viewing, then you might be happy. But before you order, ask yourself this: why would a company not give potential customers a chance to see their products in person before purchasing? Above is why. I feel duped. Don’t be like me. You’ve been warned.

Terrible I have to agree with all the other 1 star reviews. Customer service is ridiculous there is none. The logs and the and the imagine don't come close to lining up.The instructions are terrible. Cant get the logs to stay in sync . Have to press all kinds of buttons on the control panel and remote to get it to come on together or shut off. A truly terrible product. And super expensive

This was a $3,500 mistake. I was excited by their description that the flames would look like a projected image like at Disney’s Haunted Mansion. There are no showrooms to see this, but I figured for the price, it would at least be close. I was wrong. The flames look like a two dimensional tv video projected on the back of the fireplace. They don’t even line up with the logs. I thought maybe I just wasn’t seeing the illusion right, but my wife, kids, and the guy who installed it all thought it looked bad. I at first thought something was wrong with it, but customer service said, no, the pictures and video I sent look just fine. They did make sure that I was sitting the proper distance from the fireplace, not too far, not too close, and not to either side. (This seems pretty limiting, too, even if it did work). Also, when I turned the heater on, the sound was pretty loud, taking away from the sound of the crackling. Customer service said this was how it sounds, too. I am kicking myself for buying something so expensive that I didn’t see for myself first. Lesson learned, but a very expensive lesson learned. Edit to respond to their response. My wife and I tried every flame, and messed with all the settings (reading backwards words to do so). We sat the recommended distance, straight on from the fireplace, and dimmed the lights. Nothing worked. It looked like a flat tv screen projected onto the back of our fireplace. Not remotely close to an holographic image. And we did send a video to customer service and they said that the sound was normal for the unit. We really wanted this to work, given the price, and spent a lot of time trying both with customer support and without. And we came away very disappointed.

This company has the worst customer service. Its entire website sites how customer focused they are however, it has literally taken me 2 years to finally get someone on the phone. When I purchased the very expensive insert, I also asked about buying a mantel. I was told they were on back order but I could order the insert and then be in touch to get the mantel. MY error!! I bought the insert and have tried to reach someone for 2 years to purchase the matel. I finally got to speak with someone today who tells me they haven't sold mantels for 2 years and do not anticipate selling them anytime soon. So, I now have an expensive insert with no mantel.

The video presentation on the website is wonderful. But DO NOT BUY their fireplace insert!! I purchased it and when I got it, I thought it had come from Temu. It's cheap and fake looking with a plastic log in front with lights that blink. The flames are projected using a mirror so when you stand near the insert and look down, you see a mirror reflecting your face. The details about the insert are buried within the RETURN policy. It states one must view the fireplace sitting down on a couch 6-8 feet away at a straight-on angle. Any other distance or angle will result in a poor view. On the website main page, it's states one has 30 days in home evaluation and returns are accepted for any reason. But buried within the site are their return terms and conditions which are more plentiful than any product in history. Returns are not accepted if the fireplace arrived to you damaged in transit or if you don't like the cheap quality and projection effect. There have been endless complaints about that mirror effect which projects videos of flames on the back of the insert like a TV screen with the plastic log blinking in the forefront. In no way does this resemble a realistic looking fireplace. You'd be better getting a cheap insert from a big box store. Also, you will never get a full refund for a return. Essentially, the company doesn't accept returns. They will insist the insert works properly. The return portion on their site states you will not be refunded original shipping costs and must pay return shipping. Also, it states of you got "free" shipping, it wasn't actually free. It was just built into the purchase price so that free shipping cost is subtracted. There are also fees and by purchasing the fireplace, the buyer gives up all rights to arbitration, disputing the charge on your credit card and many other rights. Essentially, if you bought it, you own it and any attempt to return it will be denied. The insert in no way looks or works like on the site's video. It's a total scam. The company knows it ad there are many complaints about the same issues on BBB site and other review sites. I suspect the company's many positive reviews are fake and not from actual buyers.

Wish I had read more reviews. Wish I had read the fine print (which is what the company is telling me I did wrong). Wish I had turned it on before I installed it behind a beautiful stone mantle. BUT I learned that it doesn't look good up close or during the day (as per the fine print). WHAT? Who doesn't want to get close to a fireplace to warm your hands? AND I live in NH where you have fires during the day. the glass is at a 45degree angle and reflects what's in front of it. It's HORRIBLE. I suggest learning from my mistakes.