Product fine, service very poor. Nickel and dime over returning which you have to pay for.

Originally purchased from Costway on Amazon. And item failed to be delivered. Waiting over 7 days for refund. Ended up buying from another seller as the cabinet my husband made was ready to be installed. The one we purchased from another seller is nice. Haven't used the heat but did test it and puts out the heat. Using this for mainly decoration .

I was excited when it arrived as the shipping box was in great condition. It was packaged well, but appeared to be put into the box already damaged. The surround was dented in 3 places… very disappointing!

Just don’t do it. It is cheap looking, arrived with the flame logs sideways, we had to take out 20+ screws to straighten the logs, zero output of heat and disappointing in every way possible. A TV with YouTube access for a screen with a crackling fire will look much better than this. They do not pay for shipping returns, which is an additional expense than expected for a large box. Just don’t do it. If I could give a negative review, I would.

I returned this in October because it didn’t work for what I needed and I still have not received my refund. I had to pay $80 to send it back to them as well. No response about the status of my refund from them.

It does not look like real flames, it looks more like popcorn that was already popped. The only good thing is the heat output. Sending it back.

Will not stay on at high speed. Cant talk to anyone in technical support from Costway

I wish I could return this, but it's probably too late. I didn't realize the electric cord was so short. And I didn't know until recently that it is extremely UNSAFE to use an extension cord with an electric fireplace. We ended up never using this.Please, Amazon, stop selling electric fireplaces with such short electric cords!The only safe option would be to pay an electrician a lot of money to move the outlet or install a new. one.

They shipped me an opened and incomplete product. Missing remote and instructions. Packaging was just stuffed inside. Clearly somebody returned this and Costway thought it would be acceptable to send me it without checking the box 😡🤬🤬🤬🤬🤬

I have had this for 2 years now almost to the day, and it has stopped working. The light feature works but the heat element does not!