I am so happy with my electric fireplace! We moved out to California so we didn't want a real fireplace, but just the look. We ended up getting Magikflame Artimis and am super happy with it.
Installation was a bit tricky, but everything turned out great and I would highly recommend Magikflame!
Response from magikflame.comNov 28, 2025
Thank you so much for the recommendation, James!
The Artemis is a fantastic choice — its sleek, modern design fits beautifully in so many spaces, and we're thrilled you're happy with how it turned out.
We completely understand not wanting a real fireplace in California — our electric fireplaces give you all the ambiance and cozy atmosphere without the fire risk, emissions, or maintenance. Plus, you can enjoy the flames year-round in ambiance-only mode, even on warm evenings.
We appreciate your feedback on assembly and installation — if any future questions come up or you'd like tips on getting the most out of your Artemis, our support team is always happy to help.
Thanks again for sharing your experience and for the recommendation!
Warm regards,
The MagikFlame Team
SE
Sara E.
Don’t do it.
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
Response from magikflame.comNov 8, 2025
Sara,
We’re a family business and truly do our best to assist every customer. Our technical support is available seven days a week. While there are fewer Level-2 technicians than Level-1, both are trained to resolve nearly any issue.
After reviewing your case, we found that our team reached out multiple times. Two phone calls were placed—one on May 7, 2025, and another on May 13, 2025. An email was also sent on May 13, 2025, from our technician Greta Petukhova, which included an instructional video and her direct contact number. Because no reply or return call was received, the case was closed.
Regarding the app, it has been recently updated for iOS within the past few days, and the newest version can be downloaded from the Apple App Store. Your fireplace should display 30 different flame effects, not four. If only four are visible, there may be a software or hardware issue that our team can correct. The display monitor can also be replaced if needed—your unit is fully serviceable and not unusable.
We also wish to clarify that our inserts are not cheaply made. The Artemis model is a premium fireplace that can be maintained and repaired even after years of use. iPhones do connect to Bluetooth, and the vast majority of our customers use the app successfully.
Please allow our support team to reach out again, and when they do, we encourage you to answer or return the call so we can assist you. We’re happy to help, but technical support is provided directly through our service department—not through social media or public review platforms.
— The MagikFlame Team
TE
Teresa
Confusing to operate and unrealistic
It is terribly confusing to operate. Very difficult. Even the screen to opportune is backwards to read on glass screen (reflectors off glass). Isn’t that strange??I don’t think if you have any natural sunlight it’s realistic flame at all. Reflects off glass and looks cheap. The return policy is unrealistic. $500 to have it shipped back. I think they need to make that clear. I use at lake house and they recommend unplugging when not using for a weeks at a time which means moving out the mantal every time we leave our lakehouse. I would never have purchased had I seen this in action. Huge disappointment at an expensive price. Should have gone with gas. Regret my choice. It does kick off a nice heat that’s a plus. The crackling also sound real. Bottom line it’s just not easy to opporate and I wanted to go with something super easy and simple and I don’t think this was a good for for us. Also wish I would have read more reviews.
Response from magikflame.comNov 8, 2025
We’re sorry to hear that you found the fireplace confusing to operate. Our fireplaces are designed to be simple and intuitive, and we’d be happy to send you a short quick-start video guide that walks through setup and operation step by step. If you contact our support team, they’ll provide the video and make sure everything is functioning as it should.
There should be no text you need to read on the screen to use the fireplace. While a small amount of mirrored text may appear on the internal reflection glass, the main control interface is the built-in color touchscreen, which displays everything clearly and correctly. The iPhone app can also be used to control the fireplace, and that interface does not have any reversed text.
It’s also important to note that every single electric fireplace on the market uses glass—ours included. In fact, we’ve never seen an electric fireplace that does not. All glass is naturally reflective, meaning you will always see some reflection to a degree. Even gas fireplaces have a protective glass screen that can create reflections. Our glass is angled specifically to minimize reflections, but it does need to be installed correctly to achieve that result. If the glass is not properly seated, it can cause excess reflection, and our tech support team can easily help you check that.
Our flame effects are created from real video of actual fire, not computer-generated graphics, so they naturally look authentic. The product performs well in both natural and artificial light when installed and viewed as intended, typically from a few feet away at seated height.
Regarding shipping, we want to clarify that we don’t control or profit from freight costs. These fireplaces are large and heavy, and shipping rates simply reflect what carriers charge. Customers are free to choose any carrier they prefer for returns, and we’ll accept the product within the return window if you decide to send it back.
Finally, the recommendation to unplug the fireplace applies only if it will sit unused for several months, such as in a seasonal home. It’s a general safety precaution for any appliance with a heater, not a requirement. You can also switch it off at the breaker if that’s more convenient.
Since your review only includes your first name, we’re unable to reach out directly. Please contact our support team, and they’ll gladly assist with checking your glass installation, verifying setup, and ensuring your fireplace performs exactly as intended.
— The MagikFlame Team
AS
April S.
Trust me...Dont buy this!!!
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!!!
Response from magikflame.comNov 4, 2025
We’re sorry to read this review, but we have no record of any customer order under the name “April Scutellaro,” so we cannot verify that this person actually purchased from us. If this reviewer did buy under another name, we’d be happy to look up the order and help directly.
We respectfully disagree with several of the statements made. The flames shown on our website videos are filmed from real DragonBlaze installations using the same Digiflame technology shipped to customers. This is not a simple screen display—it’s a proprietary projection system that creates the appearance of flames rising between and behind the physical logs. The log sizes supplied with our 36 x 48 model are proportionate to the insert dimensions and intentionally scaled for visual realism.
If this reviewer truly owns one of our fireplaces and is unsatisfied, they are always welcome to return the product under our published return policy. Our goal is for every customer to love both the product and the experience it provides.
— The MagikFlame Team
JM
Joan M.
**READ THIS BEFORE PURCHASING!!**
**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.
Response from magikflame.comNov 3, 2025
We’re sorry to hear this customer was disappointed with their experience. MagikFlame fireplaces are built using real video of fire projected through a proprietary holographic glass system, not simple mechanical or LED effects. Because the realism depends on viewing angle and lighting conditions, we clearly publish viewing guidance on our website and in our installation materials. The effect is best viewed from a seated position several feet away—similar to the camera angles shown in our videos—and the product does include a glass panel by design to create the lifelike depth and reflection of real flame.
Our policies, including the 20 % restocking fee, are fully disclosed during checkout and must be acknowledged before purchase. This ensures every customer understands that a fireplace of this size and weight is custom-packed and inspected prior to shipment. Returns are accepted if the product is shipped back in its original packaging and condition, but customers are responsible for return freight, which can vary depending on distance and carrier rates.
We take quality control very seriously. Each insert is photographed and documented when returned to verify condition before any deductions are made. Less than 0.3 % of our total customers ever post a negative review, and the vast majority of our clients love their fireplace’s realism and ambiance.
— The MagikFlame Team
RC
R. C.
Magikflame 28" insert, as real as an electric fireplace gets.
Our experience with customer service has been positive. Contrary to other comments. We purchased the 28"insert. Shipping took 8 days from the day we ordered to when it arrived at our house. Much quicker than we expected. Assembly was straight forward and took about an hour. One thing I am always looking at when considering electric fireplaces is the depth and depth effect which for me makes a unit appear more genuine. The 28" insert surprisingly looks considerably deeper than it actually is. And the flame is as realistic as I could have imagined. Add the adjustable wood crackling noise and it's everything we had hoped for. *** A couple of critical issues. The remote control that comes with the unit is a standard controller that is primarily useless. It's cheap, has loads of buttons that are not relevant, comes with no instruction and only turns off the video projector. I've gotten much better remotes on items costing less than $30. And because it only controls the video camera, on/ off requires that you use the on board panel for the log set and the remote for the video camera. Also, the I phone app is glitchy and currently not functioning properly. Flame selection does not work. For the money, none of these issues should exist and a good remote that controls everything should come with. Secondly, during the installation video, they talk about the log set getting or of sync with the video camera and how to fix it. Ours goes out of sync at least once in 4 -5 uses. Lastly, the unit is small. It will appear at home in a smaller fireplace setting but putting this in a larger fireplace box would be a mistake.
Response from magikflame.comNov 3, 2025
We really appreciate you taking the time to share your experience! We’re glad to hear that shipping was quick, assembly went smoothly, and that you’re enjoying the depth and realism of your 28" insert. The flame design and adjustable crackling sound were created specifically to capture that genuine fireplace atmosphere, so it’s great to know it met your expectations. Thank you again for your thoughtful feedback and for choosing MagikFlame!
— The MagikFlame Team
AL
al
Terrible I have to agree with all the…
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
Response from magikflame.comNov 3, 2025
We’re sorry this customer had difficulty operating their fireplace. Every MagikFlame is fully tested before shipment, and the flame and log synchronization is handled automatically by the system. If the logs ever appear out of sync, it’s usually because the unit was turned off improperly—such as unplugging it from the wall or using an external power switch. Once the logs are properly synchronized, they will turn on and off along with the rest of the fireplace automatically and should not get out of sync again.
The instructions are provided in both printed and video form, and our support team is available seven days a week to help with setup or reset steps. The realism comes from real fire video interacting with physical logs and synchronized lighting, not mechanical effects. When installed and configured correctly, it produces the lifelike depth and glow MagikFlame is known for.
— The MagikFlame Team
JB
John B.
This was a $3,500 mistake
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.
Response from magikflame.comNov 3, 2025
We’re sorry this customer didn’t feel their fireplace met expectations. MagikFlame fireplaces use real fire video combined with a holographic projection system to create realistic depth and motion — not simple mechanical effects.
The flame alignment and realism depend on viewing distance, height, and room lighting. These details are published in our FAQ so that customers know what to expect before purchase.
There are 30 different flame styles built into the fireplace, so if a particular one doesn’t align visually to your preference, another may produce the look you’re after. If the heater in your unit is louder than a soft hum, that may indicate an issue with the specific log set, and our support team can easily evaluate this. We typically ask for a short audio recording so we can determine if a replacement heater is needed under warranty. If the heater/logs are defective, we will replace free of charge.
Our goal is always for customers to love their fireplace. We appreciate honest reviews and the opportunity to clarify.
— The MagikFlame Team
