Hi Pierre, before returning your heater please call our customer service center at 1 855 242 6887. They should be able to offer you some assistance with your problem removing the film.

We are so sorry to hear about your problem. Please call 1 855 242 6887 for free parts and service. It will be easier than returning your heater. Of course, all Member's Mark products come with a guarantee of satisfaction or your money back, so the option is yours.

Hello RB, we are sorry to hear the issues you have explained with your heater. This product is not garbage as you can see by all of the great reviews by so many of our satisfied customers. However, we still want to assist you. I’m not sure if you have tried but you should discuss these product issues with the Sam’s Club where you purchased your heater or please call our customer service department for assistance at 1-855-CHANT-US (1-855-242-6887), 8 a.m. - 8 p.m., EST, Monday - Friday. Thank you for your purchase and we hope can help you with the product issues you need help with.

Hi Jasmine, we thank you for your purchase and for your review. Please call our customer service center at 1 855 242 6887. They can assist you with getting a replacement manual.

Hi Julie, we understand your frustration with the damages. Rather than give a damaged heater that you are planning to give as a Christmas gift, we definitely suggest that you consider following the return instructions offered by Sam’s Club. To start a return through SamsClub.com, go to order details under your account, then select Return Item. Print the return label, attach to package and send. Alternatively, you can call the Member Service Center at 1-888-746-7726, and we'll be ready to assist you.

Hi Ken, so glad you bought our heater. We appreciate it. I'm not sure how this is possible as all heaters are electronically weighed before we ship them out. But please feel free to call our customer service number at 1 855 242 6887. They will be glad to help you.

Hi Vic, thanks for your business, we appreciate it. I would like to point out that we have the heaviest base in the industry. The base plate weighs 22lbs. With the plate and the tank, you have about 40lbs of weight at the base. This can withstand most winds. You can call our customer service line at 1 855 242 6887 for parts and service. And Vic, I want to point out that all Member's Mark products come with a guarantee of satisfaction or your money back.

Hi Nancy, we are glad to hear you like our heater, but we are sorry to hear about your troubles. Please call 1 855 242 6887. That is our service line, and they will be happy to help you.

Hi Jeff, we’re really sorry to hear about the shipping damage to your heater, especially at this time of year. You should definitely consider following the return instructions offered by Sam’s Club that are stated below ASAP!To start a return through SamsClub.com, go to order details under your account, then select Return Item. Print the return label, attach to package and send. Alternatively, you can call the Member Service Center at 1-888-746-7726, and we'll be ready to assist you.

Hi Bob, we couldn't agree more. Thanks for your business.