Reply from magikflame.comNov 8, 2025
We’re sorry to hear that you found the fireplace confusing to operate. Our fireplaces are designed to be simple and intuitive, and we’d be happy to send you a short quick-start video guide that walks through setup and operation step by step. If you contact our support team, they’ll provide the video and make sure everything is functioning as it should.
There should be no text you need to read on the screen to use the fireplace. While a small amount of mirrored text may appear on the internal reflection glass, the main control interface is the built-in color touchscreen, which displays everything clearly and correctly. The iPhone app can also be used to control the fireplace, and that interface does not have any reversed text.
It’s also important to note that every single electric fireplace on the market uses glass—ours included. In fact, we’ve never seen an electric fireplace that does not. All glass is naturally reflective, meaning you will always see some reflection to a degree. Even gas fireplaces have a protective glass screen that can create reflections. Our glass is angled specifically to minimize reflections, but it does need to be installed correctly to achieve that result. If the glass is not properly seated, it can cause excess reflection, and our tech support team can easily help you check that.
Our flame effects are created from real video of actual fire, not computer-generated graphics, so they naturally look authentic. The product performs well in both natural and artificial light when installed and viewed as intended, typically from a few feet away at seated height.
Regarding shipping, we want to clarify that we don’t control or profit from freight costs. These fireplaces are large and heavy, and shipping rates simply reflect what carriers charge. Customers are free to choose any carrier they prefer for returns, and we’ll accept the product within the return window if you decide to send it back.
Finally, the recommendation to unplug the fireplace applies only if it will sit unused for several months, such as in a seasonal home. It’s a general safety precaution for any appliance with a heater, not a requirement. You can also switch it off at the breaker if that’s more convenient.
Since your review only includes your first name, we’re unable to reach out directly. Please contact our support team, and they’ll gladly assist with checking your glass installation, verifying setup, and ensuring your fireplace performs exactly as intended.
— The MagikFlame Team
