Purchased a Duluth Forge Ventless log set with remote in August 2020. The remote was damaged in shipment due to poor packaging. Contacted Factory Buys Direct and reported the damaged item and requested a replacement remote. They requested a photo of the damage remote be sent to them via e-mail which I did. Contacted them again to following up a few days later and they said they would pass along the follow up. E-mailed the first part of October to check status and still no response.