Stiletto Masonry & Prefab Fireplace Glass Doors | Custom Made

So much for ExceptionalFire's "fireplace specialists" and "expert consultation" guidance. While the two Stiletto units we ordered for our two-sided fireplace are gorgeous, they UNFORTUNATELY have gaps on all four sides. I called in before ordering to make certain that we were ordering the exact product and size for our two-sided fireplace. I spoke with "Robert" by phone on two separate occasions, and communicated by text with photos of our fireplace opening and measurements. I was originally impressed by his assistance and help. I setup the order through the website cart per the guidance of Robert, included a note in the order that I would be "texting Robert with photos of measurements to assure that the order has been setup correctly based on the box size and where our marble surround stops." Robert never responded to my last text with photos of the tape measurements and order confirmation number. After installing one of the kits, gaps of 1/2" to 5/8" were glaringly obvious at the top and sides (see photos). Can't raise the kit any higher because there is also a 1/16" gap opening across the bottom of the kit exposing the inside of the fireplace to open air. I texted Robert 2 to 3 times for help. Never received a single reply. I called customer service and spoke with "Bea" who seemed to be interested in helping me, but she told me the kits were built to the measurements I provided. What she apparently did not understand is that the measurements I provided were based on Robert's guidance, and that he never responded to my order text asking him to confirm that the order was placed correctly based on our box size and where the existing marble surround ends. She did have touch-up paint sent to me to address the scratches in the finish of the unit. The following week a rep by the name of "Daniel" emailed to confirm that they would be reaching out to the manufacturer to see if there is a potential solution—maybe a frame surround to cover the gaps, or other workaround—and would be getting back to me. That was FOUR WEEKS AGO. I have emailed twice since Daniel's 05/12/26 email, with zero response. One unit has remained boxed for more than a month, while the installed side still glares at us with giant gaps. Extremely disappointing product and service.

Love this new glass fireplace door. Finally done with the previous ugly chainmail screen. The packaging was expertly done. Arrived in perfect condition.

I liked the service and product at a fair price and fast delivery. I have still not been been able to align the doors by 'twiggling' the frame screws as indicated in the little folder following. So, for now I cannot give it max rating.