Rated 3.9 out of 5 by 49
Rated 1.0 out of 5.0 by MrPatience HORRIBLE-Customer Service from Manufacturer
I don't think I've ever had an issue with an online order quite like this. A month ago, I purchased two sets of logs and 3 of 7 logs were broke in one and 4 of 7 in another! I had read the reviews prior but thought I would role the dice because the manufacturer seemed to be very quick on fixing the situation by sending a new log/s in they arrived damage. WRONG!
I've waited 30+ minutes every time Ive called just to get a live operator. Once I did someone on the line they'd commit to getting it expedited and two times even give me ship dates, but Ive still yet to see any replacements!!
I was given extension #s and email addresses for the reps i worked with but not once has either ever returned my calls or emails. WHAT A NIGHTMARE and I cant believe Home Depot would even work with such a vendor!
December 10, 2013
Rated 2.0 out of 5.0 by Maryann Log burner a wash.
3 out of 7 logs came broken. Hired plumber to hook up gas line. When logs were lit smell was so bad no one could stay in the room. Gas log burner has not been used since.
December 29, 2015
Rated 5.0 out of 5.0 by Homeowner Great log set
I am very pleased with the Lanier log set. It was easy to set up and looks very natural. Unfortunately the largest log arrived broken, which seems to be a common complaint. Can't the company take a hint and pack this largest log better for shipping? Still waiting, several weeks now, for a replacement to arrive. Otherwise very pleased with the purchase.
December 8, 2015
Rated 4.0 out of 5.0 by alangski Great value for the price
We bought this set at our local store. No broken logs, as others have complained about. Installation was relatively easy except for one part. (See below.) I guess the manufacturer has fixed the instructions, as I didn't notice any typos, unlike past reviewers.
The logs look and work great. The steel wool embers add a nice touch. You'll probably want to buy some crushed lava rock to surround the burner tray and make it look more realistic, though.
Definitely recommend this product!
One nit, which a few others have mentioned as well: the included bendable 3/8 aluminum pipe is not worth messing with, IMO. I went out and bought an 18" flex pipe instead.
October 26, 2013
Rated 3.0 out of 5.0 by rkw9 it's ok
The logs came packed very well, no broken logs that have been written here. The biggest complaint I have is they are too large. My fireplace should facilitate a 24" log set, but this one is too big, it gets in the way of the gas hookup. I had to do a lot of work on the fitments to get them to fit. My suggestion would be: If you think you need a 24" set get the 18" set. It will be a lot easier to make the connections. Otherwise the logs look nice and they do heat the room and my family room is quite large
January 6, 2015
Rated 5.0 out of 5.0 by chrismo68 Great Set for the Price
I had looked for awhile for a gas log set. The one I liked was almost $500. My husband saw this set in the store on clearance so I checked out the reviews online. I was hesitant because of the many reviews that stated the logs arrived broken. I also wondered why the set was in the store since the site states it's available online only. The box was pretty beat up but we decided to take a chance because the price was great. We unpacked it when we got home and all the parts were there and none of the logs were broken. We had it professionally installed and it looks very realistic. Very pleased with this product.
January 31, 2013
Rated 1.0 out of 5.0 by DocWild Read manual before buying
This is a match light fire, I Didn't know such was still on market. Has no shut off valve or pilot assembly, Broken logs ...junk
April 16, 2015
Rated 4.0 out of 5.0 by Wee63 waiting for replacement logs since November 12
Have not had it installed yet, to be done Dec. 2, but I called mfg. for 2 replacement logs that were broken when I opened the box - on 11/12. Thought I would have them in time for installation. They were to send the replacements to me - so far no replacements, cannot get a human on the phone get put on hold by automated system. So I don't know when or if I will ever receive the two replacements. I expect this will be a good fireplace for me and look forward to using it as it is to be cold here later in the week. I just wish I had received the prompt replacement logs as others have mentioned in their reviews. Home Depot process to order and have delivered was great, just waiting for the replacements has been an issue.
December 1, 2013