“The fire was sent direct from the manufacturer, and upon opening the package, the fire was found to be damaged. Since there were no signs of damage on the packaging, it must be assumed that the fire was damaged before it was packed. I requested that Direct Fireplaces arrange to have the fire picked up and issue a full refund. This they did without hesitation, and I am happy with their customer service. How a damaged fire could be sent out from the manufacturer is another matter, beyond the control of Direct Fireplaces.”
