Bob Sockey's 1 star review is right on the money! I never leave reviews but this time I just can't hold back. I won't restate what he said as you can scroll down and read his review but after going back and forth numerous times with customer service. I still have no answer to my simple question. The holographic flames are projected off a piece of glass over the logs at a 45* angle. I have the Artemis model and the glass looks absolutely horrible, and it ruins the realness. So, I ask, show me anywhere in the beautiful 30-minute video they made and pictures online where you see the obnoxious piece of glass, annoying reflections and TV appearance. All potential buyers, please do your due diligence and look for it, you won't find it. Also, the picture online shows the Artemis on an angle, no glass in the picture. You can't view this fireplace in any other angle but straight on. I also asked if I could reduce the TV screen appearance and her answer to me was change the background to the brick view! Really? I shouldn't have to! Don't waste your money on this, there is no such thing as a free 30-day trial as the mantel isn't returnable once opened (how else are you going to see the look of it all together) and the fees are enormous as Bob Sockey stated. In my opinion, since you don't see the glass, reflections and TV appearance in the pictures and videos, this is false advertising.
"It's in the manual" doesn't answer the video and picture question. I had high hopes.
ST
Steven
This fireplace is not worth the money
This fireplace is cheaply built, mantle screw holes didn’t line up, holographic flames look like the Yule log tv station behind the logs, directions are not very good, watched a video for the installation and it was vague. Buttons on keypad work intermittently, the fire crackling sounds are not realistic. This fireplace is way overpriced. Not happy at all. Do not recommend purchasing this fireplace.
Response from magikflame.comApr 24, 2025
Dear Steven,
We’re sorry to hear you’re disappointed and appreciate the chance to respond point-by-point below. Much of what you describe is either a matter of personal taste or cannot be verified because technical support and photo documentation were declined when we reached out.
“Cheaply built / mantle screw holes didn’t line up”
• Each MagikFlame insert is CNC-cut in the United States from high quality American steel, powder-coated and furniture-grade wood for our mantels. Thousands of units have shipped with identical tooling; hole alignment issues are extraordinarily rare and almost always trace back to assembly steps being skipped or panels reversed. Because no photos were provided, we cannot confirm what happened in your particular build. We offered tech support but that offer was declined.
• Nothing inside is “cheap”: the unit contains a micro-computer, Wi-Fi/Bluetooth module, touch screen, HD projection device, and factory-balanced speakers—components that simply do not exist in low-cost electric fireplaces. Nothing about this product is cheap or cheap to manufacture.
“Holographic flames look like a Yule-log TV channel”
• Most of the thirty flame scenes were filmed from real wood- or gas-burning fires in HD. A few stylized scenes are included for variety. If a given scene isn’t to your taste, a single tap changes it.
“Directions are vague / installation video vague”
• The printed manual is 20+ pages with photos and step-by-step diagrams. Two installation videos (one ~20 minutes, one dedicated to glass installation) walk through each stage in real time and are extremely detailed. We have successfully guided customers with zero DIY experience using these materials; calling them “vague” is simply not accurate.
“Buttons on keypad work intermittently”
• MagikFlame does not use a physical keypad; it uses a touch screen. As stated in the manual, pressing too firmly can register two taps. A light touch—or the free iOS remote-control app—operates the unit with 100 % reliability. We would have been happy to demonstrate this had tech support been accepted.
“Crackling sounds are not realistic”
• Our crackling audio is recorded with professional microphones from real fires. The playback you hear is an exact reproduction of those recordings.
“Way overpriced”
• Our fireplaces are built in the United States by skilled technicians who spend roughly two to three months on each unit. We pay living wages and source premium components; we do not rely on subsidized overseas labor. Given those inputs, the current promotional price is well below a normal industry markup.
We are always open to constructive feedback and stand ready to help:
We can schedule a phone call to verify assembly, flame settings, touch-screen sensitivity, and audio playback.
If you prefer not to troubleshoot, you may return the unit under our published policy.
Please let us know which option you would like to pursue so we can resolve this promptly.
MagikFlame Customer Care
BS
Bob S.
Legally Screwed
The Magikflame electric fireplace insert looks fantastic on their website. An actual holograph projected on realistic logs!!! We called Magikflame to see where in California we could see their electric fireplace insert in action. They have no showrooms except at their factory in Tennessee. No problem Greta, their sales rep, said: "If you buy one we have a 30 day trial period. If you don't like it you can send it back!" When I specifically asked, she informed us that we would have to pay the return shipping cost. So, feeling safe, we bought the insert and excitedly awaited its arrival. After setting it up and turning it on my wife said, "It looks fake, I don't like it, send it back". It really doesn't look like the videos on the website. It's not really a holograph. It is a video projected on to a piece of glass hanging in front of the log set. On top of that, the software for the log set was flaky and kept disconnecting from the controller. We had to unplug the log set from the wall outlet to regain control. So, we shipped it back via FedEx for $595 three days after it arrived. That hurt. But it was even worse. The fine print, that Greta did not mention, states that there is a 20% restocking fee and we must also pay Magikflame's cost to ship the insert to us.
If we had known that beforehand we never would have bought the insert. The total cost with 'free shipping' was $2995. We paid $595.00 to return ship, $360.22 Magikflame's shipping, and $599.00 restocking fee. Our THREE DAY trial cost us $1554.22. They did NOT deduct their $360.22 shipping charge from the $2995 before calculating the restocking fee. Yes, we got screwed. We should have read every little word on their website's fine print before we made our purchase. They are covered legally. But they should be more upfront about their 30 day trial period and openly volunteer the actual cost to return a product.
GB
Greg B.
Purchased a unit in 2021 and what it…
Purchased a unit in 2021 and what it looks like in person vs. their website is completely different, meaning the website is incredibly misleading. As of 1/20/2025 the unit will not power on and after a few calls to tech support, I have not received a return call yet. At this point I would recommend that if you are considering buying one of these units, DO NOT do that. Save your money and look at other options, there are quite a few out there.
Response from magikflame.comJan 23, 2025
Hi Greg,
We’re sorry to hear about your experience and appreciate the opportunity to address your concerns. At MagikFlame, we strive to ensure our products meet the expectations set by our website, and most of our customers find the flames to be a very close match to what is shown. If your fireplace appeared significantly different from what you anticipated, we’d like to understand more about your setup and help resolve any concerns.
Regarding your unit not powering on, there are a few possible causes to consider:
Both plugs may not be fully connected.
There could be a loose cable in the setup.
The HD projection device may not be turned on, which requires using the power button on the remote control.
We also want to ensure you’re getting the best possible appearance from your unit. The instruction manual provides detailed steps for optimizing the appearance on pages 12 and 13. These steps include selecting the correct flame from the 30 available options, ensuring the glass is properly installed, and verifying the logs are working as designed. All of these factors can impact performance and realism. If needed, please reach out to our tech support team—we’d be happy to walk you through the process to make your fireplace look just like it does on the website.
We were unable to locate an order in your name. Did you perhaps purchase the fireplace under another name, and can you let us know the approximate year of purchase? This information will help us better assist you and locate your order details.
Additionally, we’d like to know more about the specific issues you’re experiencing. Please email us a photo of your setup so we can better understand the situation and provide tailored solutions.
Please don’t hesitate to reach out again, as we now have a new support team eager to assist with your issues. We are committed to standing behind our products and ensuring your MagikFlame fireplace performs to your satisfaction.
Thank you for bringing this to our attention, and we look forward to assisting you further.
Warm regards,
The MagikFlame Team
MI
Mike
I purchased a majikflame insert 4 years…
I purchased a majikflame insert 4 years ago. It was pricey and I have not found the product to be of good quality. In the past 4 years I have had to replace the tv set and a set of logs. Now the log set has gone bad again. I have been waiting 4 days for customer service to contact me back regarding this latest issue. They just take your number and say someone will get back with you. Customer service is horrible.
Response from magikflame.comJan 23, 2025
Hi Mike,
Thank you for taking the time to share your feedback, and we sincerely apologize for the challenges you’ve experienced. At MagikFlame, we strive to provide a high-quality product and exceptional customer service, so we are deeply sorry to hear that your experience has not met these expectations.
Regarding your concerns, while it is unusual for multiple components such as the TV set and log set to need replacement within four years, we’d like to understand more about the issues you’re experiencing to determine how we can best assist. Our log sets and components are designed for durability, but certain factors, such as environmental conditions or power surges, can occasionally impact performance.
We also apologize for the delay in getting back to you. We understand how frustrating it can be to wait for support, and we are working hard to address all customer inquiries as quickly as possible. Please rest assured that we take your concerns seriously, and we will escalate your case to our support team to ensure a timely resolution.
If possible, please provide your contact details or order information so we can locate your records and address this issue promptly. Additionally, if you can email us photos or details about the problem with the log set, this will help us troubleshoot and provide a solution more efficiently.
Thank you for bringing this to our attention, and we are committed to resolving this matter for you. We stand behind our products and will do everything we can to ensure your MagikFlame fireplace is back to full functionality as quickly as possible.
Warm regards,
The MagikFlame Team
JO
Jon
I should have read everyone else's…
I should have read everyone else's reviews before spending 3 grand.... They have a great web designer that made the flames look slick and real... in reality, it's a piece of phony junk!
I was the sucker born on that day. Buyer Beware... !
Response from magikflame.comJan 23, 2025
Hi Jon,
We’re sorry to hear that your experience with MagikFlame has not met your expectations. Our goal is to provide a high-quality product that delivers realistic flames and enhances the ambiance of your home. The flames shown on our website are an accurate representation of the product when it is set up and optimized correctly, as outlined in the instruction manual.
We’d like to understand more about the specific issues you’ve encountered with your fireplace. It’s possible that some adjustments or troubleshooting may help address your concerns. If the setup or performance isn’t meeting expectations, please feel free to contact our customer service team. We’re here to help and want to ensure your fireplace is functioning as intended.
MagikFlame fireplaces use advanced patented holographic technology, which is a significant innovation in the electric fireplace industry. While we understand that expectations vary, many customers have found our fireplaces to be among the most realistic on the market.
If you’d like to discuss your concerns further, please don’t hesitate to reach out to us directly. We value your feedback and are committed to addressing any issues to improve your experience.
Warm regards,
The MagikFlame Team
BG
Beth G.
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.
Response from magikflame.comJan 23, 2025
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
DC
Darin C.
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.
Response from magikflame.comJan 23, 2025
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
