From ordering to receiving the fireplace, the experience was a smooth and stressfree experience! I have recevied, but not yet installed the fireplace, as we are building and are not ready for the installation yet. I purchased the fireplace early due to the great promotional deal at the time! I did a lot of research, and Electric Fireplaces Plus had the best price by far! Emails and phone calls were both responded to quickly! The delivery was a very pleasant experince, which is somtimes hard to come by these days! I received a call from the delivery driver an hour before delivery, and the fireplace was packaged on a pallet and shrink wrap with no sign of any kind of blemish....how often does that happen these days?!! As long as the fireplace works as expected, this was definitely a 5-star experience!!