Absolutely fantastic service from Bioethanol Fireplace .co.uk. From our first online enquiry this company have been extremely helpful and informative. Casper answered all of the questions that we had... See more
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Review summary
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Reviews shaping this summary
I recently purchased a bioethanol fire and I’m extremely pleased with it. It looks great, works beautifully, and has an impressively long burning time. It’s easy to use and adds a lovely atmosphere... See more
Company replied
Brilliant service, love our new stove, high quality and crafted with skill it provides both a wonderful atmosphere and warm, dry heat. Bio Fireplace Group did a great job helping us, this is our seco... See more
Company replied
Love our new Bio ethanol stove . It does give off enough heat and we get the ambience we wanted . We are in a modern house so a traditional stove was not needed ( we have always had log burners ) s... See more
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Company details
Written by the company
We are Bio Fireplace Group, a leading company in high-quality and eco-friendly fireplaces. Our products are designed to provide a safe and environmentally friendly alternative to traditional fireplaces, using bioethanol, electricity or water as fuel, which burns cleanly without any harmful emissions. One of our strengths is our extensive online presence. We have webshops in 12 different countries, which makes our products easily accessible to customers all around Euroupe. Whether you are looking to add warmth and ambiance to your home or create a stunning focal point for your outdoor space, we have a wide range of products to meet your needs. From bioethanol fireplaces, electric fireplaces or opti myst fires to patio heaters, fire pits or pizza ovens, we have a variety of styles and sizes to suit any space and taste.
Contact info
Gravsholtvej 15, 9310, Vodskov, Denmark
- +44 1224011575
- info@bioethanol-fireplace.co.uk
- bioethanol-fireplace.co.uk
4.5
Excellent
520 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 94% of negative reviews
Typically replies within 1 week
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Starting to look like i got scammed
Delivery has been placed a week ago and has not even sent. No one answers emails. The whole site is starting to look like a scam.
24 October 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Teemu,
Thank you for your feedback, and we are truly sorry for the worry this has caused you. We completely understand why the situation looked concerning.
We can assure you that we are a real, registered company and that your order is on its way.
Unfortunately, your first shipment got stuck in transit, so we sent a new package to you on Friday. We have emailed you the tracking details, and you will be able to follow the parcel directly with Posti once it has been handed over to them.
We are also sorry that you were not notified about this by email. We have recently changed our warehouse system, which has caused some initial challenges, and this should not have happened.
On top of that, we are currently receiving a high volume of customer inquiries, which means our response times are a bit longer than usual. We apologise for the wait and are working hard to get back to everyone as quickly as possible.
If you have any further questions, please reply to our email and we will be happy to help.
Kind regards,
Kristinne
Excellent service throughout and after the purchases made.
There were a lot of emails to and from the company before I made a purchase, and Albert was kind enough to continue advising me after I purchased the burner, logs and oil. I was given updates throughout the process and everything was done efficiently. All in all, I had an excellent experience with this business.
27 August 2026
Unprompted review
Reply from Bio Fireplace Group
Thank you so much for your wonderful review! 😊 We’re delighted to hear that you had such a positive experience with us, both before and after your purchase.
We’re especially happy to hear that Albert was able to assist you throughout the process and provide the advice you needed. We truly value providing helpful and personal service, so it means a lot to know that this made a difference.
Thank you for choosing us, and we hope you’ll enjoy your burner, logs and bioethanol for many years to come! 🔥
Kind regards,
Kristinne
Excellent seller
Excellent seller, great product and swift delivery. My daughter is so impressed l have passed on your details.
5 September 2026
Unprompted review
Reply from Bio Fireplace Group
Dear Silvie,
Thank you so much for your kind review! 😊 We’re delighted to hear that you’re happy with both the product and our service. It means a lot to us that you’ve recommended us to your daughter as well. 🔥
We hope you’ll both enjoy your fireplaces for many years to come!
Kind regards,
Kristinne
I had a very disappointing experience…
I had a very disappointing experience with this company.
At the end of 2025 I purchased a Foco 1500 bioethanol fire for £1,799, which I was told included a discount of over £500. Prior to purchasing, I had expressed interest via email and subsequently received a number of emails from the company encouraging me to go ahead with the purchase.
When the fire arrived a few weeks later, I was surprised to see that it was manufactured in China. We had it installed as part of a media wall by professional joiners who regularly install media walls, and they commented several times that the instructions were extremely poor and unclear.
After installation, when the fire was first used, the panel above the fire suffered heat damage. I contacted the company and was advised that a heat deflector would solve the issue. I therefore had to purchase this separately for an additional £159.
I was told the part would arrive within 1–2 weeks, but after chasing the company several times it eventually arrived three weeks later. When it did arrive, it was simply wrapped in cling film with no instructions whatsoever, which summed up the level of service provided.
Overall, the entire experience — from the sales pressure, poor instructions, additional costs, delays, and the quality of the product — has been extremely frustrating.
I would strongly advise others to avoid this company at all costs.
6 March 2026
Unprompted review
Reply from Bio Fireplace Group
Dear,
Thank you for your review. We are of course very sorry to hear about your experience, and we have taken the time to look into your case more closely.
It is correct that the fireplace is manufactured in China. Many of our producers have factories outside the EU, and many companies manufacture their products outside Europe to keep prices competitive. Foco Fires, also known as ScandiFlames, is a Danish company that designs its fireplaces in-house, while the production takes place in China. That said, manufacturing in China does not affect the quality of our products, which are carefully quality-checked and approved before use.
We are genuinely sorry to hear about the experience your joiners had during installation. The installation manual for this particular fireplace is designed to be very specific and detailed. If there are certain parts of the instructions that were unclear, we would greatly appreciate it if you could point these out to us, as we are always looking to improve our guides. We are also always available to provide guidance during the installation process.
I can also see that my colleagues have responded to all your inquiries and kept you updated as best as possible throughout the process. However, once we hand over deliveries to the shipping companies, we are limited in what we can do regarding delays. We sincerely apologize for any inconvenience this may have caused.
Regarding the delivery, I can see that your order was placed on February 16, with an estimated delivery time of 1–2 weeks (business days). The package was delivered to you on March 6, which was only 1 day later than the expected delivery window. As a gesture of goodwill, we issued a £20 refund for this minor delay.
We also replied to your email on March 9, but we have not yet received a response from you. We would greatly appreciate hearing from you as soon as possible so we can resolve this matter and ensure that you can fully enjoy your fireplace.
Kind regards,
Kristinne
I purchased a Bioethanol Fireplace from…
I purchased a Bioethanol Fireplace from Bio Fireplace Group and I couldn’t be happier.
The service couldn’t have been better from start to finish. The fire arrived quicker than expected, the customer service is second to none and well the fire itself is stunning. I can’t wait to purchase another fire for my orangey.
11 February 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Lynn,
Thank you for your wonderful feedback!
We’re delighted to hear that you’re so happy with your bioethanol fireplace and that the whole experience -from ordering to delivery- met your expectations. Our team works hard to provide fast delivery and excellent customer service, so it’s great to know that it made a difference for you.
It’s especially nice to hear that you love the fireplace itself and that it arrived even quicker than expected. We’re sure it will create a beautiful atmosphere in your home.☺️
We look forward to helping you find the perfect fireplace for your orangery as well. If you ever have any questions or need assistance, please don’t hesitate to reach out.
Thank you again for your kind words and for choosing Bio Fireplace Group!
Kind regards,
Kristinne
Disappointing support and quality
Disappointed by the customer service and Planika quality. When another problem occurred with my fireplace, replies were fast now at the fireplace is not under guarantee, I had to follow up several times asking for a proper quote, been proposed to send it to Poland, Planika warehouse but also the person I have been in contact mentioned « their location » been asking twice where is that, what will be the cost and nothing, it has been 1,5 months!
When trying to sell also very quick but now that
27 February 2026
Unprompted review
Reply from Bio Fireplace Group
Dear Solange,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you feel disappointed with the service experience.
As confirmed in our correspondence, the ignition issue concerns a fireplace that is no longer under warranty. Once the 24-month manufacturer’s warranty period has expired, repairs and spare parts are unfortunately no longer covered. This is in line with the manufacturer’s policy.
Despite this, we have done our best to assist you by:
Coordinating directly with Planika’s technical department.
Providing you with the spare part proforma information.
Offering to perform the repair at our own service location, including providing a full cost estimate for repair and transport.
We understand that repair costs can be frustrating when a product is out of warranty, and we truly regret that this situation has caused dissatisfaction. However, we have continued to offer practical solutions and remain ready to proceed with the repair should you wish to move forward.
Kind regards
Julie
Bioethanolhaard-shop
If you would still like to resolve the matter, we are happy to assist further.
We purchased a Richmond fire from this…
We purchased a Richmond fire from this company, it's a load of rubbish.
Made in China, very poor quality and is faulty.
Terrible customer service.
Don't buy from these people.
2 February 2026
Unprompted review
Reply from Bio Fireplace Group
Dear Mr Day,
As previously explained, we take all product concerns seriously and we have been in direct dialogue with you regarding this matter.
We have kindly asked that the product be returned to us so we can inspect it properly and assess whether a fault is present and whether a refund or replacement is appropriate.
Unfortunately, you have declined to return the item, which makes it impossible for us to investigate your claim further.
The product specifications, including manufacturing origin, are clearly stated prior to purchase. If you believe the item is faulty, we remain willing to review the matter once the product is returned for inspection.
Our customer service team has made several attempts to offer different solutions in order to resolve this matter. However, you have declined to return the fireplace to us for inspection. Without receiving the product back, we are unfortunately unable to properly assess the claim or move forward with the case.
If you choose to return the item, we remain ready to review it.
Excellent service. Fantastic fireplace
Excellent service and a fantastic fireplace. As the fireplace was made in Denmark we understood there was a lead time involved. Email communication was great throughout, especially on its progress to the Highlands of Scotland where it is a great addition to our home. Useful YouTube videos available on how to operate it too.
11 February 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Robert,
Thank you so much for your wonderful feedback!
We’re delighted to hear that you’re enjoying your fireplace and that it’s a great addition to your home in the Highlands of Scotland. We’re also glad that our email updates and the YouTube videos were helpful in making everything straightforward.
It’s always great to know our customers feel well supported throughout the process.
Kind regards,
Kristinne
Paid for and not dispatched.
Placed an order on the 23rd Jan and had no notice of order or dispatch (18days) since. I have texted, I have emailed twice and had zero response from this company. When I go onto the website I can’t open the link to the ‘order’ page and just a blank page opens. My order was place with PayPal and it’s stuck on ‘pending’. This was a birthday present, due to the delay I have now requested to cancel this order as I’ve found a an alternative product which can be delivered on time. I’m sure my emails will continue to be ignored. I have suspicions this is a scam ‘Business’ so I would avoid purchasing from them as you can’t be sure you will receive what you have paid for. If anyone from the company see’s this or bothers to read it, I want my order cancelled!
11 February 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Abbie,
Thank you for your review.
I can see that the product you ordered was out of stock at the time of purchase, which is stated on the product page. Unfortunately, we were therefore unable to dispatch the order until the item was back in stock. This is also why the order did not appear on your order page when clicking the link, as there were no updates available before it was ready to be shipped.
The payment remained pending, as we are only permitted to capture the funds once the order has been dispatched.
I can see that you have been in contact with my colleague via email, and I’m pleased that you were able to reach the solution you wanted regarding the cancellation of the order.
I hope you have a lovely day.
Kind regards,
Kristinne
Nice product when it’s working
Nice product when it’s working. When you need or have maintenance issues forget it! Still waiting for information on installing replacement parts even though it was under warranty
10 February 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Stephen,
Thank you for your review.
I can see that you have been in contact with my colleague, who sent you an email with a proposed solution on December 29th, but we have not received a response from you.
We would very much like to help you get your fireplace working again, so please feel free to reply to my colleague’s email so we can assist you further and ensure your fireplace is functioning properly again.
Kind regards,
Kristinne
Let us start with the lies on delivery
Let us start with the lies on delivery, I spoke to them explaining we needed a fire urgently as our central heating boiler had broken down.
3 days later it hadn’t been delivered, they tried to blame the carrier but it hadn’t even left their warehouse!!!!
These fires are extremely inefficient, any fuel left in the burner after you extinguish it doesn’t remain until you next want to use it, it simply evaporates. !!!!
The fire is difficult to extinguish, flames comes past the switch off plate.
There’s more
2 February 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Mike,
Thank you for your review.
I would like to start by clarifying that it is correct we were unable to deliver within the expected timeframe due to an issue with our delivery company. Unfortunately, our courier failed to collect outgoing shipments from our warehouse, which is why your package had not left our warehouse. This delay was caused by the courier not picking up the delivery from us.
Regarding the fuel: Bioethanol is a type of alcohol (ethanol) produced from biological materials such as plant waste, sugar beets, or corn through fermentation. Because of this, it is a liquid that naturally evaporates. For this reason, we recommend only filling the amount of bioethanol you intend to use and not overfilling the burner, as any unused fuel will evaporate over time when the fireplace is not in use.
I am still very sorry that you are not satisfied with your experience. However, it is important to us to explain the reasons behind the points you have raised, so there are no misunderstandings regarding the above.
Kind regards,
Kristinne
Appalling customer service
Ordered table top fire just before christmas which arrived with parts missing and rusted areas. Completely unusable. Began returns process online which resulted in one automated response stating details of return and refund would be sent within 48 hrs. Despite several emails and a pjonecall where a return call was promised this company have remained silent and uncontactable. They have stolen over £100 and supplied faulty goods unfit for intended purpose. I DO NOT RECCOMMEND PURCHASING ANYTHING FROM THEM UNLESS YOU HAVE MONEY TO LITERALLY BURN because that is what you will need to do if you are looking for something from them to keep you warm. Disgusting attitude towards customers and poor quality products from our experience.
24 December 2025
Unprompted review
Reply from Bio Fireplace Group
Hi,
Thank you for your feedback. We are, of course, very sorry that you have had this experience. We would like to assure you that it was never our intention to delay your refund or to mishandle your return.
Unfortunately, we experienced a lot of busyness around and after Christmas, which caused additional delays, and your order was unfortunately one that took a little longer to process. I have now contacted you via email and sent you the return label. We are awaiting the return, and the refund has already been released via PayPal.
I am sincerely sorry for your experience and hope we can resolve the remaining issues through email.
Wishing you a pleasant weekend,
Kind regards,
Kristinne
Beautiful product..company's customer…
Beautiful product..company's customer service is great! only I wish they would use Royal Mail or DPD instead of UPS as delivery company..
23 January 2026
Unprompted review
Reply from Bio Fireplace Group
Hi,
Thank you so much for your kind words!
We’re delighted to hear that you love the product and had a great experience with our customer service. We really appreciate your feedback regarding the delivery company as well - it’s noted and valuable to us as we continuously work to improve our service.
Best regards,
Kristinne
Service i top
6 January 2026
Unprompted review
Reply from Bio Fireplace Group
Hej Ole,
Tusind tak for din anmeldelse! 😊
Det glæder os meget at høre, at du oplevede vores service som i top. Du er altid velkommen til at kontakte os, hvis du har spørgsmål eller brug for hjælp. 🔥
Venlig hilsen,
Kristinne
Good customer service
Good customer service.
Product looks lovely. Just waiting for my logs tho light it.
16 January 2026
Unprompted review
Reply from Bio Fireplace Group
Hi,
Thank you very much for your kind feedback. We’re glad to hear that you’re happy with both the service and the product. We hope you enjoy it once the logs arrive and you get it lit. 😊
Kind regards,
Kristinne
Our experience on order & delivery
Good delivery. Good instruction in use of the product.
Very pleased with the look of the stove.
9 January 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Simon,
Thank you for your positive feedback!
We’re glad to hear that you were satisfied with the delivery and the instructions, and that you’re very pleased with the look of the stove.
Enjoy your new product, and please don’t hesitate to contact us if you need any further assistance.
Kind regards,
Kristinne
Good response time to queries via…
Good response time to queries via email. Knocked off a start due to the long lead time on my item, which was ordered in November, it finally arrived safe and sound today 7th of January.
Good communication from the carrier.
7 January 2026
Unprompted review
Reply from Bio Fireplace Group
Hi Dave,
Thank you very much for your feedback and for sharing your experience.
We’re glad to hear you were happy with our response time and the communication from the carrier. We truly appreciate your patience with the longer lead time and are pleased to know your item arrived safely. Thank you again for your understanding and support.
Kind regards,
Kristinne
Great service and products at very…
Great service and products at very reasonable prices, would highly recommend
24 December 2025
Unprompted review
Reply from Bio Fireplace Group
Thank you very much for your kind review!
We’re delighted to hear that you’re happy with both our service and products, and that you found our prices reasonable. Your recommendation truly means a lot to us.
If we can help you with anything in the future, you’re always more than welcome to get in touch. Enjoy your fireplace!
Very efficient set up
Very efficient set up. My Tagu fire stopped working and I wanted a replacement. So I did the usual internet search and settled for Bio Fireplaces.
Ordered, paid and delivered in 2 days.
Would highly recommend.
1 December 2025
Unprompted review
Reply from Bio Fireplace Group
Thank you very much for your 5-star review!
We’re pleased to hear that everything went smoothly and that you were able to find a suitable replacement so quickly. It’s great to know that the ordering process and fast delivery met your expectations.
Thank you for choosing Bio Fireplaces and for your recommendation — we truly appreciate it. We hope you enjoy your new fireplace!
Kind regards
Julie -Bio-fireplace group
Good customer service, good stylish products.
Phoned the company and spoke to an advisor who helped us with our choice. Product is stylish and easy to operate. Would recommend this company to anyone. Good customer care.
5 December 2025
Unprompted review
Reply from Bio Fireplace Group
Thank you very much for your kind words!
We’re delighted to hear that you were happy with our customer service and that our team could help you choose the right product. It’s great to know that you find the fireplace stylish and easy to operate.
Thank you for your recommendation and for taking the time to share your experience — it truly means a lot to us. We hope you continue to enjoy your fireplace for many years to come!
Kind regards
Julie Bio-fireplace group
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