We love this fireplace but the directions were very confusing because 2 of the parts were mislabeled (numbers upside down and no arrow  indicators) so assembly took several hours beyond original estimated times. We did call customer service and  sent pictures. They tried to be helpful but only offered to send new parts and more hardware. We finally figured out the problem but it took soooo long.We did follow up by calling back and sharing identified labeling error. So hopefully the company will correct before packing and shipping future orders.