The back of the insert was dented when I took it out of the box. The box itself was fine, so it had to have been packaged that way. The door on the front also doesn’t sit properly. Of course I had put the whole thing together before I pulled the fireplace insert out of the box. It also makes a horrible sound, which I think is caused by the damaged back. On Wayfare it says to contact the manufacturer directly it’s Saturday so I’ll have to wait and call them on Monday. Hopefully they’ll send me a new insert because I don’t want to have to take this whole thing apart. If they make it right I’ll increase my star rating. As it is, I can’t use the fireplace and that’s the whole point!