Peterson FirelogsReviews of petersonfirelogs.com

I ordered the logs and made a mistake in not understanding what I ordered. That is on me. When you return logs you have to pay for their original shipping cost, your shipping cost, and then 25% restocking fee. After all of this, hoping to maybe recoup $50 of over $300, weeks get a message that they were broken so no refund. Make sure you get exactly what you need because there will be no returning them.

I just spent $ 600 to repair a G31-24 30 which was installed a little more than 3 years ago. The remote worked and the control panel worked but would not talk to each other so I could not use the remote. I had to replace both. The fireplace has hardly been used. I called customer service for any help they could give in perhaps mitigating the cost. They could care less.

I ordered a remote and receiver from these people because I could get my old existing ones to work. While in shipping mode I got my set to work. So I ask them to cancel couldn't. Have I received it I email them to return they said yes. I shipped back as there request give them the shipping number and I have received nothing I want my money refunded back. It been 16 days and nothing. I need to start reading reviews this company is horrible by these reviews.

Would not recommend RealFyre by RH Petersen. Ordered two sets of the same product in late Nov 2023. - Real Fyre G9 Vent-Free Burner with Variable Flame On/Off Remote, Natural Gas G9-20/24/30-15 - Real Fyre Split Oak Gas Log Set They arrived on time, no problems. My state-certified plumber installed one in the basement. That seems to work fine - not top notch quality, but adequate. Two downsides - 1) low, flicker/"whooshing" sound whenever it's on 2) pilot flame is huge and can't be turned down at all. However, the one upstairs has never worked - the pilot flame would light, but would not stay on. Called technical support - they said I needed a part and I would need to call the Real Fyre dealer. 12/6/23: Called the dealer - they said they could ship the part, but I would need to pay. Asked about warranty, so they submitted a warranty request. Received an email the next day (12/7/23) asking a bunch of questions and for pictures. No response until 12/21/23 stating that the manufacturer requires me to send back the whole unit for inspection! In the meantime, I have no operating fireplace in my upstairs fireplace in the middle of the coldest months of the year... I was a little delayed sending it back until after the holidays, but it's now February and still haven't heard anything. Instead of making this right and delivering a great customer experience, they're trying to prove that the buyer (or the plumber) did something wrong. In a nutshell, I would not recommend Real Fyre RH Peterson www realfyre dot com.

So disappointed! We have been Peterson customers through several homes and today was a shock. The logs delivered looked nothing like the brochure. They require a 30% restocking fee for sending us a inferior product. Now we have to start over and have paid installation, removal and restocking fee and have no logs.

We purchased 24” Split Oak Vent Free Logs, $880, thinking we could use it with portable propane tank- you can’t! When we called to return they said it was in small print in installment instructions and said we had to pay for return shipping. Since thing weighed a ton we went thru 4 people/companies before finding someone to install which cost us another $300 (had quotes up to $800). Now that it is installed it is SO, SO loud that there is NO enjoyment by fire as we had anticipated. We don’t even want to run it. Not to mention it is NOT truly ventless unless you don’t mind sucking in a lot of gas fumes. Our den is 24’x26’ so not installed in small, closed off room (den has wide opening to kitchen which is another 200 sf). Would NEVER recommend this company OR the stupid ventless gas logs they produce. Wish I had ordered thru Amazon who actually stands behind their product. Stay AWAY from this company and product!

After installation and after checking all of the connections for leaks, we fired our Peterson Real Fyre burner up and noticed that flames were shooting out the side of the burner onto the gas supply lines. We disassembled everything and found a manufacturing defect. There was a hole in a weld where the burner tube passes through the side of the pan. I contacted Peterson Real Fyre who, after looking at the photos I sent, acknowledged that it was a manufacturing defect and would be covered under warranty. Now, six weeks later, they still haven't sent a replacement. I'd strongly suggest looking at a different manufacturer than Peterson Real Fyre.

Purchased an item that according to the description on their website was compatible with my system. System failed after a month of use, sent detailed photo's and video to Peterson. They initially stated the unit I ordered wasn't compatible with my system, to which I showed that nowhere in the purchase process was this indicated. They then moved to instructions, stating I hadn't followed the instructions correctly. They sent me an example from the instructions. Issue here, they didn't send me the instructions they shared with me. The instructions I received with the unit DID NOT provide the example they showed. Ultimately, they did not by any stretch of the imagination provide information to make the correct purchase decision or execute the installation correctly. Now, I've got a dead unit and a retailer that refuses to accept any responsibility on their end.