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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The Crinch team
The products sold are really good and exactly as described in look and that is what my 3 stars are for - just the products. The customer service however, was not what I expected. The burner was ordered as a christmas gift and I'd requested it to be delivered to a neighbour. This request appeared on the invoice emailed to me however, it was actually delivered to my home address and the person it was meant for was the one who was home and excepted the deliver. I would not normally buy such an expensive gift but my husband had always wanted a log burning. When I phoned the reply was Oops not sorry just Oops. I also had to sort out where the missing flue was that hadn't arrived with the order and was told then that there was a delay as it was out of stock. Later that day I phoned back to speak to a manager, as I was very upset and not happy. The time is given an apology followed by "it was my own fault as I should have put where I wanted it to be delivered in my address box". There had been no option for a separate billing and delivery address so I had put it in the comments. When i said that if I had put the delivery address as my address the credit card details would not have matched.
17 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Sonia
I'm sorry to hear that you weren't pleased with your experience shopping with us.
When placing an order on our website you always have the option of entering an alternate delivery address, if you don't want delivery to the address entered as the billing address.
Unfortunately, the if nothing else is entered as an alternate delivery address, the post label will be generated with the information you entered in the billing address.
The billing address and your credit card details doesn't have to match in order for the payment to go through.
I wish you a pleasant day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Reliable and trustworthy company.
Reliable and trustworthy company with very helpful staff, especially Virginia.
Very happy with my fire insert but disappointing that neither the original or replacement remote control did not work, despite my replacing the battery. However they were very apologetic and offered to replace the whole unit, but I decided to just use it as it was so they credited me with £50 plus the £3 battery charge which was very fair. Would certainly recommend them.
24 January 2025
Unprompted review
Reply from Bio Fireplace Group
Hi Judy
I'm sorry to hear you had issues with product, but glad to learn that you found a suitable solution with my colleague.
Thank you for taking the time to leave a review.
I wish you a pleasant day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Great Buying Experience
Fantastic customer service and excellent product that arrived well packaged and undamaged. I would definitely recommend this company.
18 January 2025
Unprompted review
Reply from Bio Fireplace Group
Hi Paul
Thank you for taking the time out of your day to leave a review.
It's really appreciated.
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
sadly bad
bad, slowly service while the product is good and very expensive !
30 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Kamila
I'm very sorry to hear that you're dissatisfied with the service you received at our company.
Upon inspecting your order, I see that you placed an order on our website for only part of a fireplace, the foot/pedestal for 739£, for a fireplace that retails at 3,439€ and expected to receive the complete fireplace, even though it's stated on the product that for 739€ you're only getting the foot/pedestal.
We then offered you a 20% discount on the rest of the fireplaces after already deducting the 739€ you had paid for the pedestal, which you accepted.
Therefore, I am very disappointed to learn that you're still not happy with our service even though we did our best to accommodate you.
I hope you enjoy the fireplace and I wish you a pleasant day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Reply from Bio Fireplace Group
Hi Sean
I'm happy to hear that you're pleased with your experience shopping with us.
We always appreciate the feedback.
I wish you a pleasant day.
Kind regards, Steffen
Bioethanol Fireplace
Prompt delivery of fine product
Prompt delivery of fine product. This bioethanol works great in our fireplace.
20 January 2025
Unprompted review
Reply from Bio Fireplace Group
Hi Arie
I'm glad to hear you're satisfied with the quality of the bioethanol fuel you received.
We strive to only sell fuel of the highest quality as we know this is essential in ensuring a nice flame without an odour.
I hope you have a pleasant day.
Kind regards, Steffen
Great company, excellent products.
Great company, excellent products. Order came well packaged and within the given timeframe. Will be shopping with them again.
13 January 2025
Unprompted review
Reply from Bio Fireplace Group
Hi Stuart
Thank you for your review of our company, it's much appreciated.
I'm very happy to hear that you would consider shopping with us again.
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Great company
We are very satisfied with this company. Our order was in time, we had 1 small missing item, the costumerservice was very helpfull and shipped the missing item a.s.a.p.
8 January 2025
Unprompted review
Reply from Bio Fireplace Group
Hi Lindsey
Thank you for taking the time to review of our company, it's really appreciated.
I'm pleased to hear that you had a good experience shopping with our company.
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
excellent service and great products…
excellent service and great products very happy with the burner better quality to what I have actually seen elsewhere. I would really recommend them. I’m happy how it’s transform my fireplace that didn’t have any purpose now it does.
9 January 2025
Unprompted review
Reply from Bio Fireplace Group
Hi Phillip
Thank you for taking the time to review our company, it's much appreciated.
Very happy to hear that you're pleased with the burner you ordered.
We thank you for the recommendation!
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Quick delivery
Quick delivery. I was a bit late with my Christmas present order but still got what I ordered just in time.
14 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Antti
I'm very happy to hear your order arrived with you in time for Christmas!
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Great service and great products
Great service and great products. Very fast delivery at a good price. Before buying we viewed all the products in the showroom, the staff were so helpful and we got a great sense of price ranges and options. We are very happy with our purchases.
29 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Gemma
Thank you so much for your kind words, really appreciated!
Glad to hear you enjoyed your experience shopping with us.
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Great Company to Deal With
Great company to deal with. The staff are knowledgeable and nothing seems like too much trouble. We are delighted with our Danish designed freestanding fire. The unexpected bonus is the level of heat it gives out. This is due to the design of the unit in that the stove pipe acts like a chimney and throws the heat into the room. A one-litre bottle of bioethanol fuel lasts approx 4.5 hours which is great for an evening. The contemporary design look fabulous in an apartment and overall we are delighted with the purchase.
10 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Gary
I'd like to thank you for taking the time out of your day to leave this very kind review. It's much appreciated.
Very happy to hear that you're pleased with the stove you ordered.
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Recent Order 1180411
I have had three interactions with BFG – buying a burner, and two supplies of bio fuel. Each time the transaction has been flawless, super quick and with delightfully polite and helpful customer service (latterly from Virginia). My pre Xmas order came rapidly thanks to BFG using UPS as a courier (arguably the best couriers operating in UK) even though it is on the cusp of the Xmas shutdown. Excellent company to deal with !
Mike
20 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi!
We're very happy to hear that you're pleased with your experience shopping with us. We thank you for your kind words!
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
It’s fab👍
It’s fab, very realistic, relaxing, and no ash to clean up!
10 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Mark,
Thank you so much for your lovely feedback!
We're thrilled to hear that you’re enjoying your fireplace and that it brings relaxation and convenience without the hassle of cleaning ash.
If you ever need assistance or have questions, don’t hesitate to reach out. :)
Merry Christmas!
Best regards,
Amalie
10/10
Couldn’t have been more helpful and informative over the phone. They arranged my order delivery date to suit when I was in, then contacting me the day before to arrange a time. The fire itself is amazing (and very heavy!). It looks superb, was easy to assemble the burner part, and works really well. Couldn’t be more pleased!
17 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Mrs. Tracey,
Thank you for your kind words and for sharing your experience. We’re glad to hear that you found our team helpful and that the delivery process worked well for you.
It’s great to know that you’re happy with your new fire and found it easy to assemble. We’re pleased that it meets your expectations in both functionality and appearance.🙏🏻
If you have any questions or need further assistance, feel free to get in touch – we’re here to help. :)
Best regards,
Amalie
Very efficient service good info on…
Very efficient service good info on website quick delivery recommend this company.
17 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hello,
Thank you so much for your fantastic feedback! We’re very happy to hear that you had a great experience with our webshop and would recommend our company! It means a lot to us!🙏🏻
We wish you a Merry Christmas! 🎄
Best regards,
Amalie
Great online store
Great online store. Everything new and original, professional service at the highest level. I can't wait for the next orders. Greetings to the whole team !!!
16 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Marcin,
Thank you so much for your fantastic feedback! We’re thrilled to hear that you had a great experience with our webshop and that you’re happy with both our products and service.
We can’t wait to assist you with your next order! Your kind words and greetings mean a lot to our entire team – thank you very much!
We wish you a Merry Christmas! 🎄
Best regards,
Amalie
Great service from Bio…
I had excellent service from the Bio fireplace group. Our fire arrived within three days and is lovely. It make a very modern statement in the corner of our sun-lounge. I absolutely love it. Thank you
30 November 2024
Unprompted review
Reply from Bio Fireplace Group
Hello Mrs. Carol,
Thank you very much for your kind feedback! We really appreciate it! We are happy to hear you love your new fireplace from us🔥
Wish you a Merry Christmas🎄
Best regards,
Amalie
Quick delivery and nice product
Quick delivery and nice product. I´m satisfied.
13 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Fabio
Thank you for your feedback, we're glad to hear you're satisfied with your purchase.
I wish you a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
Amazingly fast delivery and the…
Amazingly fast delivery and the difference it make is outstanding, both visually and warmth.
12 December 2024
Unprompted review
Reply from Bio Fireplace Group
Hi Sam
I'm very happy to hear that you're pleased with the product you purchased from us. We appreciate the feedback.
I hope you have a great day.
Kind regards, Steffen
Bioethanol-Fireplace.co.uk
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