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 100% of negative reviews
Typically replies within 1 week
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Ordered an Effeuno P134HA during the…
Ordered an Effeuno P134HA from Norway during the black week with certainly a lot of customers to manage, still the delivery was quick (7 days) and I was well updated about the process.
The product was well packed -but no instruction manual- and undamaged.
3 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi!
Thank you very much for your kind review!
We're glad to hear that your EffeUno P123HA arrived in good condition!
If you need the instruction manual or have any other questions about the product, please don't hesitate to reach out - we're happy to help!
Enjoy your new pizza oven!
Best regards,
Frida
Biopeiser-shop.no
Excellent looking fire
Well packaged, good quality fire. Fast delivery too.
29 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi David,
Thank you so much for your kind feedback, it's much appreciated.
I hope you have a great day.
Kind regards, Amalie
If you need a transducer for your opti…
If you need a transducer for your opti myst fire buy one from Bioethanol Fireplace and not a supposedly " original" part from eBay as you will be disappointed.
29 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Reg
Glad to hear you're happy with your experience shopping with us. Your recommendation of our company is really appreaciated.
I hope you have a great weekend!
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Amazing service and I love my logs they…
Amazing service and I love my logs they looks amazing in the fire
Thank you
4 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Louise
Thank you, we're very happy to hear you enjoy the decorative logs!
I hope you have a great evening.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Professional Service
Easy to order. Kept be posted about the progress. And it took one day to deliver the stove to the north of Scotland. Impressive.
3 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Angela
Thank you very much, we really appreciate your kind feedback.
I hope you get many countless hours of heat and enjoyment from your fire.
I wish you a pleasant evening.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Fantastic product
Arrived so quickly, Exactly as described, I was able to start using my new bio ethanol fireplace straight away as it was so simple to set up with the enclosed instructions. Thank you so much. My fire has totally transformed my living room to a cozy space that I want to be in.
21 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Lily
We really appreciate your kind words, thank you very much!
So happy to hear you're pleased with the product you purchased from us and found it easy to use.
I hope you have a great weekend.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
I found the website difficult to place…
I found the website difficult to place an order on and had to go via a sales rep.
I paid for the order but did not hear back so chased and was told the payment had not gone thru. I checked with my bank and it had gone thru.
Order was confirmed but no delivery date. I chased and was told the order had been lost.
Very tiresome to have to chase to make an order; get an update on an order.
1 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Mrs Worrall
I'm very sorry to hear about the issues you experienced while shopping with our company.
We had some issues with our payment the past few weeks which unfortunately showed some orders as unpaid and uncompleted, even though payment had been made in full.
I'm also very sorry that your initial package was lost, unfortunately UPS doesn't notify us of something like this, we would have to check the individual tracking numbers personally.
We believe that shopping with our company should be easy and hassle free so I'm deeply apologetic for your experience.
I have sent you an email as well.
Hope you have a pleasant evening.
Kinds regards, Steffen
Bioethanol-Fireplace.co.uk
Awful. A waste of my time dealing with clowns
If their website says an item is in stock .... don't believe them.
If they say the item is despatched but UPS has lost it .... don't believe them.
If they say new stock is due next week and one is reserved for you .... don't believe them.
Awful. Total waste of my time.
26 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Chris
I'm verry sorry to hear you didn't like your experience with our company.
I will be happy to take a look at your specific case, to get a better understanding of what went wrong.
I can see we had an order from a Chris which was shipped last week but lost by UPS. A new replacement order was then made this week, but was then cancelled again by the request of the customer.
Without having your specific order number I of course can't determine if this was your order, so I'd love to learn a bit more if you could send me an email at info@bioethanol-fireplace.co.uk and address it to me.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
The best purchase- don’t think, just do!
From start to finish it was a great experience to purchase. As I wasn’t able to view the product due to location, I had video call with the agent who talked me through and showed me the exact product I was purchasing. This gave me confidence to order… and I am so glad I did as it’s fabulous!
9 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Stephanie,
Thank you so much for your kind kinds, it's much appreciated. And happy to hear that one of our agents were able to show you the fire you were considering! Lovely to hear that you're pleased with your fireplace.
Best Regards
Bioethanol-fireplace.co.uk
New fire
Very easy to order from their website. Quick & efficient delivery. Clear instructions received with the product, so very easy to set it up. We now have a beautiful new fire in our living room. So pleased with it.
1 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Linda,
Thank you so much for your lovely review and kind words! We really appreciate that!
We hope you're enjoying your new fire, and do reach out if you ever need help - or more fuel ;-)
All the best
Sara - Bioethanol-fireplace.co.uk
Great product
Great product, very helpful customer service and quick delivery. Very grateful for these people. Awesome business.
21 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi there,
Thank you so much for your kind words. It's much appreciated.
All the best
Sara - Bioethanol-fireplace.co.uk
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.
16 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hi!
We're happy to hear that you enjoy your insert. The one advertised on Instagram is one of the smallest we do, so unfortunately it doesn't provide as much heat as larger inserts.
We appreciate your feedback!
Kind regards,
Steffen / Bioethanol-Fireplace.co.uk
Great Product and a great selection
Great Product and a great selection. Team have great knowledge of the products and really supportive.
Thank you
19 October 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Danny
Thank you very much, it's really appreciated.
We're happy to hear that you like the product you have received.
Kind regards,
Steffen / Bioethanol-Fireplace.co.uk
This company were a pleasure to deal with.
This company were a pleasure to deal with. They know their product, they communicate well and they do what they say they’re going to do. That’s all you need to know. Excellent.
31 October 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Deborah
Thank you very much for your kind words.
We're happy to hear that you're pleased with the service you have received.
Kind regards,
Steffen / Bioethanol-Fireplace.co.uk
Fantastic products & service
Easy to order online and our fire insert was delivered promptly.
Fantastic product, perfect for our small fireplace where we wanted the cosy glow of flame without the messiness of a real fire.
Minor issue with the remote control but a replacement was sent which arrived the following day.
Cannot fault anything about this company, quality products, reasonable price, quick delivery and top rate customer service.
Wouldn't hesitate to recommend to others.
Thank you!
24 October 2024
Unprompted review
Reply from Bio Fireplace Group
Hi
We're very happy to hear that you're pleased with your experience as a customer with our company.
I'd like to thank you for your feedback, it's really apperiacted.
Kind regards,
Steffen / Bioethanol-Fireplace.co.uk
All staff were very helpful and…
All staff were very helpful and responsive, we were very happy with their solution. We bought a planika neo 500.
Can recommend this company!
17 October 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Karel
Thank you so much for your kind words, truly appreciated!
Hope you'll be happy with your new fireplace :)
Best Regards
Sara - Bioethanol-fireplace.co.uk
Bio ethanol burner
Great product that adds warmth and brightness to an unloved fireplace
16 October 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Karen,
Thank you so much for the review, we really appreciate it!
We hope you're enjoying your new burner :)
Best regards
Amalie - Bioethanol-fireplace.co.uk
Great experience
It was great communication, really helpful. Answered all questions and delivery was quick. The product (westbo ignis) looks incredible.
10 October 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Ms Barbara,
Thanks a lot for your kind words, much appreciated!
Best Regards
Sara - Bioethanol-fireplace.co.uk
Outstanding Customer service
The customer service is absolutely outstanding along with their products. I can and do highly recommend The Bio fireplace Group. Initially I was a bit dubious about buying such an expensive item online however I can safely say that my fears with this company were soon put to rest. I bought the Carl weblo Electric Stove - A stunning cast iron Electric Stove.
11 October 2024
Unprompted review
Reply from Bio Fireplace Group
Good morning,
Thank you so much for your kind words, we really appreciate it!
We hope you're enjoying your new fireplace :)
Best regards
Sara - Bioethanol-fireplace.co.uk
very bad customer service
We ordered a fireplace from their Danish webpage biopejs-shop.dk
The 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!
30 January 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Berna
I'm sorry this is the experience you've had with us, as this is definitely not the standard we thrive for in our customer service.
However, I've checked with my colleague, who did actually respond to your e-mail on January 5th at 14.58 - less than 2 hours after you inquired about an update of your order. My colleague informed you of the latest status as well as why there's a delay with your order.
The system automatically sends out "expected delivery" emails to customers whose orders are delayed. Unfortunately, we don't have the capacity to personally inform all customers about delayed orders, which is why we send out automatic e-mails to inform. We do everything we can to inform our customers about delays, changes, etc.
The reason for the delay of your order is due to increased piracy activity, so the container ship has had to reroute several times. This is very unfortunate, as it causes delays for, not just you, but all of our customers, who has placed an order for an out-of-stock item. I appreciate that it's frustrating your order has kept getting postponed, however, we can only inform out customers of the latest delivery date we have, which is also why you've received several updates in this regard.
Your order was cancelled, as you wrote an e-mail to the warehouse asking them to cancel and refund.
I hope this clarifies a bit.
Should you consider purchasing from us again in the future, I'd be more than happy to help you with your order. You're more than welcome to contact me directly at ss@biopejs-shop.dk.
Have a lovely day.
Best Regards
Sara - Biopejs-shop.dk
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