Bioethanol-fireplace Reviews

Superb customer service

Superb customer service Very helpful Thank you

Delivery 3-5 days Try 3-5 weeks Still not here

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 03Customs clearance is delayed due to missing customs data United Kingdom20 03 2021 03 33The customs documents are being prepared United Kingdom17 03 2021 05 38The parcel has left the parcel center Denmark Kolding17 03 2021 05 37The parcel has reached the parcel center Denmark Kolding15 03 2021 23 18The parcel has left the parcel center Denmark Kolding15 03 2021 23 17The parcel is stored in the parcel center Denmark Kolding15 03 2021 16 28The parcel was handed over to GLS Denmark Aalborg15 03 2021 10 31The parcel data was entered into the GLS IT system the parcel was not yet handed over to GLS

Terrible Company Avoid at all costs

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

very bad customer service

We ordered a fireplace from their Danish webpage biopejs-shop dkThe expected delivery was 04 01 2024 around mid january I wrote them and asked when we should expect to recive in english they simply ignored me My husband called them and spoke in Danish they told him there is a delay 3 days later I recieved an email it was not a responce to my message but a auto reply that informs me about the delay but the date was different than what they gave to my husband We kept on waiting they postponed 2 times more When i wrote them we would like to cancel the order they AGAIN ignored my email and send an auto responce saying order is cancelled There was no we are sorry you are cancelling no what can we do for you nothing I think it is sign of badcustomer service They could try to coinvience me to stay but I believe they dont need my money

They don t use their own transport

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

Excellent product

Excellent product Simple efficient clean and looks great Great service from Biofireplace BUT The total zero buffoon who delivered the heater I get it His life may be crap But he was uncommunicative Surly and just dumped the package - which was heavy for elderly people - on the doorstep and drove off He left the pallet So a trip to the dump The point is A great product and its reputation is spoiled by the client facing gentleman who waddled to the door and behaved as if we were the cause of his issues Not good This is Palletforce I know staff are hard to come buy but courtesy is not Maybe have a word with this grinch Up his game

Need to respond to emails

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

I saw the fire inserts on Instagram an

I saw the fire inserts on Instagram and was worried it would look really fake in real life - but it looks great - you need quite few ceramic logs to cover up hide the silver insert and I wish it gave off a bit more heat - but it is aesthetically very pleasing and feels as close to a real fire as we can get without spending thousands on fixing our chimney