Bio Fireplace Group Reviews 

They don't use their own transport. So it is a company that drops it off at the kerbside..
How many customers can pick it up themselves a 34 kg fire to take indoors.
Should have a service where it is put insitu.
They were given 3 stars for quick response.

Unfortunately the store was out of stock of the lotus planks but I had already put an order in. Delivery would have been after Xmas but the kind customer service advisor Sarah went the extra mile and ordered an alternative fireplace at no extra cost and offered some free fuel also as compensation. Very pleased with this service and kind gesture. Thank you so much Sarah. Will definitely be recommending to friends!

I'd never even heard of a Bio Ethanol fire prior to October but was looking for something to add some warmth and atmosphere to an open plan living/dining space. I landed upon a model that ticked all of the boxes from bioethanol-fireplace.co.uk after being put off elsewhere due to long shipping times.

Sara delivered a great experience with a live web demo, a great purchase and check out experience and then finally great communications after the purchase.

Fantastic service experience! Went to their showroom and got a 5 star experience. Well-informed staff and great range of products in showroom

Great service! Stephan really did a good job on live-chat and called me with video on Whatsapp. Lovely fires and lovely staff

Fantastic company, fantastic product fantastic customer service all-round fantastic organisation to deal with and you get a beautiful fireplace as well.

Great service! Spoke with Stephan on the phone regarding a bio-ethanol stove. Very informative and he send me an quote for all I need. He suggested a video presentation which was even better with Sara. She finished the deal and I am now the happy orner of a bio-ethanol stove. 5+ star!

Ordered a bio ethanol fire from these guys ordering and payment process was flawless the fire is stunning absolutely over the moon with it and when I had a question about delivery both Sara and Steffan were really helpful and quick to respond - would highly recommend

I had some issues with my payment and other very important demand. I was immediately helped by Mrs Sara who was professional, very quick in responding and managed to solve my problem. I am very pleased with the service ans cannot wait to receive and use the chimney. Best regards Monika

I am very satisfied with this company. Their website is very professional and easy to move around in. I called them on my first order and found their sales staff very helpful and knowledgeable.

Ordered a bioethanol burner which arrived promptly, is solidly made, works amazingly well with the perfect spread of flame, and was very reasonably priced.

I also contacted customer service with an issue (a mix up from my side, not theirs) and they were extremely quick to make contact with no hesitation in ensuring I was happy, which I most definitely am.

Wouldn’t hesitate to use in the future!

Superb customer service. Very helpful. Thank you.

Lovely products. Entered a video meeting. Everything was explained “face to face”. I like this kind of service. Now I got a wonderful fireplace media wall

I have received great service from all the staff, ordered a FOCO Two, its a great fire, had some small issues which were resolved very promptly, couldn't recommend enough.

I purchased an item for which I very promptly received an invoice and dispatch confirmation. The invoice showed the correct amount including VAT at 20%. All looked good.
The next communication I received was over a week later from Royal Mail requesting that I not only pay the VAT (again) as it was actually still outstanding but also some additional customs charges. Three weeks later, despite multiple emails to Bioethanal Fireplace, the company appear unwilling to respond therefore I am having to pursue the VAT refund via HMRC and have reported the matter accordingly.

In terms of the product this also did not meet the expectations set. Substandard quality and poorly finished with chipped paintwork.

Incidentally, despite the .co.uk website this company is actually based in Denmark.

Need to answer emails instead of ignoring them pretending they where not received when a tracking Cookie clearly shows what time they where received and read.

On the plus side they did refund the VAT they incorrectly charged when I was charged again by HMRC

Found a fire and placed my order in the morning on the 11th march. Due to Covid we would only be able to see family in the garden at Easter so thought this would be brilliant !with 3-5days shipping. Perfect. I thought we would have plenty of time. But it still hasn't arrived.
After messaging casper a few times to originally chase and query I get a reply eventually telling me to check the tracker. With an update last night from parcel force - I checked thinking it would be arriving soon but it just said awaiting customs clearance soon. I don't see a repeat update as an update
Highly disappointed. My sister wanted to buy one of these fires and we were thinking if this one was good about getting a second.
But after this experience and lack of customer service I would never buy from them again.

Tracking from GLS below -

03/04/2021 00:03
Customs clearance is delayed due to missing customs data.

United Kingdom

20/03/2021 03:33
The customs documents are being prepared.

United Kingdom

17/03/2021 05:38
The parcel has left the parcel center.

Denmark Kolding

17/03/2021 05:37
The parcel has reached the parcel center.

Denmark Kolding

15/03/2021 23:18
The parcel has left the parcel center.

Denmark Kolding

15/03/2021 23:17
The parcel is stored in the parcel center.

Denmark Kolding

15/03/2021 16:28
The parcel was handed over to GLS.

Denmark Aalborg

15/03/2021 10:31
The parcel data was entered into the GLS IT system; the parcel was not yet handed over to GLS.

Fantastic service and quick delivery. Fire is not installed yet and won’t be for a couple of months, but hopefully should all be fine. Highly recommend

Excellent customer service.