Scott G.
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.
Response from magikflame.comJan 23, 2025
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