So excited to get our product and the… So excited to get our product and the biofuel. We thought we would need to get rid of our mid-century fireplace until we found this option. We are so looking forward to putting this fireplace to use and Josep was very helpful in getting us the info we needed to make our choice. I only did 4 stars because I have yet to use the product, but the service was great!

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 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.

Bio-Ethanol Fireplace quality is TOP. Thank you for the free shipping! Bio-Ethanol Fireplace quality is TOP. Great eco-friendly solution. I loved that they offered free shipping for such a highly valuable and heavy product. 100% recommended!

Excellent service Excellent service! Fast delivery! Thank you!

Timely Resolution While it took a little time for resolution, David took care of the request quickly once made aware of the issue.