I recently purchased a Dimplex electric fireplace online after careful discussion with salesman who reviewed the attributes of evolve model. The order process was quite easy and the shippping was expedited quickly. Unfortunately the local shipper who delivered the fireplace was unable to safely transport this product without concern of damage. I reached out to the customer support and was contacted the next day by the original salesman and after relatively short review of the circumstances arranged another new fireplace would be sent without any additional charge. Indeed this second fireplace was shipped rapidly and different arrangements for picking up this package at the shippers dock was made which allowed safe delivery to my home. I was frankly amazed how excellent the customer support performed and as well as being timely. I would highly recommend this company and use them again in preference to other dealers.