Bests & Worsts Reviews from Amazon

The overall experience that Ive had with this unit and especially with this seller simply doesn’t happen in this day and age. Let me explain. Firstly I own the 60” version and the unit is very elegant and the functionality options are fantastic. Plus, for the price, the overall aesthetic and virtual look of the LED and actual fire visual is phenomenal. NOTE: I have not yet utilized the heat function so I cannot comment on it; however, I truly only got the unit for its aesthetic value to fill a space on my basement wall in a movie room I put together. Now to my story. The unit was shipped to me in “Lightning speed” within a week of ordering, packaged very well. I installed the unit (SUPER SIMPLE TO INSTALL) and out of the box it functioned properly and looked great-exceeded my expectation-especially for the affordable price. Through a SmartThings wall plug, I incorporated it within my smart home set-up; essentially only to turn the unit on and off once I arrived at the visual settings configuration that I preferred (There are several color combination options between the base LED illumination of the crystals along with the color of the firs flames). One day, within the first two months of ownership the LED panel and touch screen simply stopped working. The top physical power switch was illuminated, indicating that the unit was receiving power but the LED panel simply would not turn on or off and the remote was not functioning. It was dead. In light of our current COVID Pandemic, Amazon Customer service was essentially shut down (via telephone) and the web site directed me to deal directly with the seller about the issue-most times a very daunting task. Ive had some rather unpleasant experiences in the past when having to deal directly with Amazon Sellers. Equally daunting was the fact that I was only able to communicate with this particular SELLER via email. So, I sent the seller two emails via Amazon and directly explaining my situation. WHat troubled me was that not only would I need to unmount/uninstall the unit from my wall (which was more an inconvenience than anything) but I no longer had the original box and packaging so I had no idea how I was going to send this unit back to the seller. In addition, I suspected that I would need to send the unit back so that the seller could troubleshoot the unit before assessing that it was in fact defective; then I would need to wait on that replacement to be shipped. WHo knows how long that would’ve taken-I figured at least a month or more. Well, the seller responded to my email within 24 hours and here’s what they said “We will send you out a brand new unit today AND No need to return the other model; sorry for your inconvenience”...I couldn’t believe it. What company does that these days, really? No questions asked. It blew me away to say the least. I received the new unit exactly one week from my initial email to the seller and it is already installed; and it is working properly. I hope I simply received a “LEMON” in my previous order and that this new unit will function properly for the “long haul”. However, this seller proved to me that they stand behind their service and customers (beyond reason) and I will DEFINITELY go no where else to purchase any similar products as a result of their stellar customer service. Look no further than RWEA! Thanks to that company for your incredible treatment and care of my situation.