The Bio Flame

The Bio Flame BEWARE – I paid a deposit to The Bio Flame, submitted a plan and was provided a Chinese character image of what they would build for me. When I converted the plan to English, I identified defects in the plan and asked The Bio Flame if they could redraw to fit the enclosure I was working with. I let them know that the enclosure I was working with was made… Read more

of Lava rock, not an easy material to modify. Subsequent communications from the Bio Flame would not address the design flaw. I asked for a refund and The Bio Flame stopped responding. I had to write off my customers investment and purchase from a different, reputable manufacturer. Since The Bio Flame is in Canada, I was told I had no recourse to recover the $2000 deposit.

Since the negative experience and reviews, The BioFlame assigned an individual to help me navigate this purchase. Currently the part is in production and I hope to see it soon.

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 Service – Terrible 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… Read more

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. Rather 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.

First class product and excellent service – I 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 reply

Liars – I 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… Read more

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.

Delivery of fireplace with missing items – We 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 burner – Bio 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.

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!

Purchase of Two SMART Burners – Waited 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.

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!

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.

Terrific product and fast delivery – Found Bio Flame online and compared them to Ecosmart. With their free return policy, I thought why not try it out as the Firebox was almost half the price that Ecosmart was charging and looked identical. The order arrived in less than a week and looked great. Quite solid and good quality stainless steel. Our builder installed it last week and we have been enjoying it nightly. I recommend Bio Flame based on our positive experience.

Finally we have a fireplace in our home! – Our neighbour had installed a Bio Flame last year and recommended it to us. We finally got around to installing ours and couldn't be happier. The installation was quite simple and no connections required. The flame is real (which I love) and the fireplace is very easy to use.

Great concept and quick delivery – The firebox that we order was as described and built out of thick stainless steel. After several uses there is no tarnishing which was my concern. From order to delivery took around a week. Much better than the competitor and was nearly half the cost.

Terrific experience! – Very pleased with my BioFlame experience, from the correspondence on their chat to the guidance on installation, even though it is as easy as they suggest. Fuel is available all over, and I order it from Bunnings as they offer the best price.

I highly recommend BioFlame! – Rather than spending $13,000+ for a modern gas fire, my hubby's boss recommended BioFlame. Very glad that he did as the flame is superb, installation and use is simple and we saved $6,000!

5 Stars! – After installing a Bio Flame in my own home, I have added it to our display centre and have been offering it our clients. Quality built, great service, and affordable addition or conversion of a fireplace. Definitely recommend this company.

Bio Flame Fireplaces – Have had a long term relationship with Bio Flame for their fireplaces. Nothing but great things to say about their product and service.

Great product and an even better flame! – My brother has purchased several Bio Flame's over the years and recently, so did I and glad that I did. Great customer service and overall product experience!

Terrific flame and quick postage! – Very happy with our Bio Flame burner. Came sooner than expected. Wish I know of these alcohol heaters sooner. I would recommend Bio Flame over the cheaper Chinese made burners.

Poor quality & dangerous – On 19 July 2019 I ordered a black powder coated burner with a 10 litre tank. In Sep, two months later, a raw unfinished, branded, stainless steel burner arrived - damaged on the edges, with a 5L tank. Following notification, on 28 Nov, four months from ordering - a branded, black powder coated burner arrived - with a 5L tank. On 16 April 2020,… Read more

after lighting the burner, it failed to extinguish when the flap was closed - with flames raging from every perimeter gap. Very dangerous. Again, following notification, I was offered another model. On 11 June, two months later and 11 months from ordering - it arrived. Firstly - it was unbranded, and the paint work looked cheap. It was noisy, burned unevenly with small flames, and again failed to extinguish when the flap was closed, with flames spreading around the perimeter gaps and continuing to burn for a further 10 minutes. After using it six times, the paint has burnt off completely - exposing the stainless steel substrate. The product is poor quality and dangerously unsafe. The customer service was initially very good.

Dangerous – I purchased a Lorenzo ethanol fireplace from 'The Bioflame' www.thebioflame.com After 6 weeks the fireplace had not arrived, I was given a further 2 delivery times which were not met. The fire finally arrived whilst I was overseas, when I returned I inspected the fireplace to discover that it was damaged. I notified The Bioflame who quickly told… Read more

me it was damaged in transit and that I was in the mercy of the shipping company but as I didn't notify them straight away they could not promise a favourable outcome? Some 20 weeks on I still don't have an answer? The Bioflame have not helped in anyway and have been very rude to me about it all.

To top it off the burner is faulty, it does not close correctly meaning that the flame would not extinguish, which is very dangerous. This company is just an importer of products with one of their lines been ethanol fires. I wish I had had purchased from a reputable company where the product is quality and not dangerous. They have since replaced the burner but I don't trust their products and being fire I worry of its hazards.

Arrived damaged and a dangeous product