The product and service was beyond expectations!The product is excellent and the service - Daniel - went above and beyond to ensure the experience is flawless! Show details
Terrible Customer ServiceTerrible customer service. This company does not honour its product or the customer. My complaint is based on principle and principle alone. I don’t care about the cost of a couple of screws.
I spent nearly $2000 on a Priv. I ordered this product in May 2023. I was happy that it arrived quickly.
I left it boxed because I was renovating. On September 24th I finally was ready to install it. It was missing a couple of small, penny on the dollar value screws. This happens. Not a big deal.
I contacted BioFlame expecting them to mail me 2 screws. ... Read moreRather than putting 2 screws in an envelope, they sent me an email telling me that they would send me “a quote”. A QUOTE FOR PENNY COST MISSING PARTS!! Seriously. The customer service agent whose mind told him to do this should be FIRED. Now, I don’t care about a few dollars. I didn’t mind that the parts were absent. This happens. It’s the company response. It’s not a respond that compels confidence in this company. It’s the principle. A good company honours its product. Also, the company indicated that I needed to lodge a product issue within 7 days. That’s absurd. Many folks might not be ready to build and install the product immediately on receiving it. I haven’t yet tried using this thing. However, a company that will not honour its product to the point of sending a couple of cheap missing parts to a customer who spent a couple thousand dollars is NOT A COMPANY THAT ANYBODY SHOULD BUY FROM. Also, I never claimed the product was “defective” or “damaged”. I had no interest in returning it. I just wanted them to send me a small part. I rectified this at my local hardware store. No big deal. It’s the customer service response that is concerning.
Top quality alcohol fuel appliance! Great fireplace solutionFireplace quality is TOP. I loved that they offered free shipping for such a highly valuable and heavy product. 100% recommended! Show details
Best customer service, beautiful product!The Bio Flame is a reputable place to get your bio fuel fireplace. They were so helpful in assisting me to choose the right fireplace for me and my family. They were very generous and threw in extra fuel to get me started as well as the clean glass front. When I changed my order to a smaller model, they were quick to refund me the difference. I was so pleased with their fast responses and willingness to work with me when I reached out with questions. My fireplace insert arrived packed in a beautiful crate in perfect condition. I highly recommen… Read more · 1d them. My unit is for indoors, but they also make portable ones for outside which are perfect for keeping warm in the winter months! I would definitely do business with them again. Thank you Bio Flame!
First class product and excellent serviceI wanted an ethanol fireplace that was sturdy and looked good in my living room: Mission accomplished. My only regret is that Bioflame can not deliver fuel to Canada. Show details · 1
Beautiful fireplace!I’m so very happy with my fireplace! It has a modern ascetic that looks great in my new place! I recently bought my place, and I needed to reach out to bio flame because I had trouble getting it to work. They were right on it! They sent out a technician, and now everything works wonderful… Couldn’t be happier! Show details · 1
Horrible product and even worse customer experienceFacts: Purchased in advance for a new home build(built during pandemic when lead times were months if not years so purchased early). Uncreated and installed after the 30 day return window, unit would run for 2-3 minutes and shut off on its own. Flames wouldn’t consistently fill the burner tray. Contacted customer service in August 2022 as soon as the issues were noted, 3 days after it was installed. The representative asked my bend the thermal coupler after many emails back and forth with pictures and videos. This failed to work. The compan... Read morey then sent a new thermal coupler and a technician to install it. This didn’t fix the unit. After numerous emails and many promises not being delivered upon, such as waiting weeks to give any feedback after stating they would get back to me in 48 hours they finally sent a technician back out. Still as of today nothing has changed, they won’t exchange the unit, return the unit, nor fix the unit as per their stated warranty. Last communication was on 12/19/22 and they stated they would get back to me in 48 hours, today is 01/04/2023 and haven’t heard anything from them. I’m stuck with a defective unit that was custom built into a house. Very expensive mistake, I highly recommend you go a different direction.
LiarsI spent an inordinate amount of time working through options and checking and double checking everything with their staff.
On multiple occasions I discussed stock and delivery times and I was told that if I purchased it would be shipped within 1 to 2 days after paid.
I finally went forward and made the purchase and a week later ( after chasing them for the week ) I was told that they did not have any stock and it would be 8 weeks delivery.
These people will tell you anything to get you to order and pay.
Simple, they are liars. Show details
Delivery of fireplace with missing itemsWe ordered a Rogue 2.0 free-standing fireplace. We delivered it was missing the firebox, safety glass and accessories.
This means the fireplace is unusable.
We have delt with customer service who assured us that the missing parts would be sent out.
We are still waiting 2 months later. Show details
Very happy with our Bio Flame burnerBio Flame was recommended to us by my sister-in-law and glad that she did. We recently installed one of the burner in a custom fire, and love the real flame and heat it produces. I highly recommend this brand. Show details
Burner as promised and delivered in 3 days!To my disbelief, the burner that I ordered on Jan 3rd was delivered today! Very solid construction, great finish as we opted for the black. I already lit it up for the first time as I could not wait! Show details
Purchase of Two SMART BurnersWaited until I installed and tested the product prior to reviewing and am overall very pleased with the company's service and product. Very straight forward installation and use. Great flame and remote controlled operation is terrific and can even use an app on my phone.
Highly Recommend Bio Flame!We purchased two fireboxes to install in our new home, as we had one in our previous home and absolutely loved it! No smoke, no cleaning, no smell and produces heat, what's not to love?!! Delivery was quick. Packaging was great, so the fireboxes weren't damaged. Bio Flame was great to answer all of our, as well as our builder's questions. Show details
Bio Flame - A 5 Star Product and Company!Terrific experience with Bio Flame. Assuming that our builder ordered the firebox, which he did not, we ended up in a last minute rush. Luckily, Bio Flame was able to expedite the shipping and we received the firebox in 3 days. Thank you so much! Show details
Bio Flame Lorenzo - 5 Stars!Very happy with the fireplace my wife and I installed in our living area. While many suppliers were out of stock, we had our Bio Flame delivered in 5 days from time of order, and installed in less than 30 minutes. Highly recommend this company. Show details
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