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 custome... Mehr ansehen
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Das sagen Bewerter
Elektrisk peis Nylig montert, veldig fornøyd med produktet. Kjempe fin, og veldig lite støy. Ble sendt dagen etter, så raskt utført av Biopeis. Leveringen tok lang tid men det var fraktselskapet... Mehr ansehen
Unternehmen hat geantwortet
Sømløs bestilling og levering, samt kjapp ekspedering. God og trygg kjøperopplevelse! Bestilte bordpeis, og kan trygt plasseres på trebord uten varmegang i metallet- ved vannvare har jeg oversett plas... Mehr ansehen
Unternehmen hat geantwortet
Bardzo dobry kontakt z klientem czyli ze mna ;) na poczatku bylem sceptyczny ale po rozmowie oraz wideoczacie zamówiłem kominek. Kominek super.jakosci świetnie zapakowany ! Zamówienie i dostawa byla b... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Vom Unternehmen geschrieben
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.
Kontaktinformationen
Gravsholtvej 15, 9310, Vodskov, Dänemark
- +44 1224011575
- info@bioethanol-fireplace.co.uk
- bioethanol-fireplace.co.uk
4.6
Hervorragend
507 Bewertungen
Hat 100 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Woche
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Vi henvendte os på mail for råd og…
Vi henvendte os på mail for råd og vejledning i forhold til køb af bio pejs.
Vi fik god vejledning og endte med at købe den anbefalede pejs.
Efter at have modtaget den må vi bare konstatere at den på ingen måder levede op til det vi havde fået oplyst.
Vi har forsøgt at gå i dialog med virksomheden men får bare oplyst det samme som inden køb.
20. März 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hej Anja,
Tak for din anmeldelse. Vi er kede af, at din oplevelse ikke har levet op til dine forventninger. Vi beklager, at der har været misforståelser i kommunikationen omkring købet af din pejs.
Vi har derfor taget pejsen retur - også efter brug - og refunderet dig det fulde beløb.
Vi vil fortsat meget gerne hjælpe dig med at finde en pejs, der passer bedre til dit orangeri, så du kan blive tilfreds med dit køb. Du er altid velkommen til at kontakte os igen.
Rigtig god dag
Venlig hilsen,
Kristinne
Bestilte en Planika bino utendørs gasspeis - men fikk beskjed om at jeg måtte bestille 2
Bestilte en Planika bino utendørs gasspeis til å ha på balkongen. Mottok ordrebekreftelse og så frem til å motta gasspeisen etter 2-4 dager ettersom gasspeisen var på lager. Mottar istedenfor en epost med beskjed om at må bestille minimum 2 stk! Det har jeg hverken plass til eller behov for. Årsaken skal angivelig være at de kommer 2 stk på pall fra leverandør og at det er mindre sjanse for transportskader om det sendes 2 stk. Vel.. Da er dem oppmerksom på at den må pakkes for å tåle transporten. Men det var det ingen vilje til. Den markedsføres fortsatt med stykk pris selv om det ikke er mulig å bestille. Kan ikke kalles annet enn villedende markedsføring. Ser nå at de nederst i annonnsen har lagt til at man må bestille 2 stk, men det stod ingenting om når jeg bestilte. Hadde derfor forventa at de pakket gassepeisen forsvarlig og leverte den som bestilt og i følge ordrebekreftelse, men det var for mye å forvente.
9. März 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hei,
Takk for tilbakemeldingen.
Jeg vil gjerne presisere at minimumsbestillingen ikke skyldes hvordan produktet leveres fra produsenten. Årsaken er at modellen dessverre ikke står stabilt på pall når den sendes enkeltvis, noe som tidligere har ført til flere transportskader.
For å sikre at produktene kommer frem hele og uten skader, sendes de derfor to og to på pall, og vi har derfor lagt inn minimumsbestilling på 2 stk.
Dette forklarte vi også i dialogen på e-post. Produktet vises fortsatt med stykkpris, slik at det er tydelig hva prisen per enhet er dersom man bestiller flere. Minimumsantallet fremgår også på produktsiden.
Denne endringen ble gjort nylig nettopp for å redusere transportskader og sikre at kundene mottar produktet i god stand - noe som er i alles interesse.
Vi beklager selvfølgelig dersom dette skapte frustrasjon i bestillingsprosessen.
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. März 2026
Bewertung ohne vorherige Einladung
Antwort von 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. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von 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. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von 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. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von 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.
Forholdsvis enkel og varmet greit
Forholdsvis enkel og varmet greit. Anbefaler å fylle på bioetanol ved hjelp av en trakt, Anbefaler også å bruke en lang lighter for å tenne på et ildsted.
12. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Tusen takk for din tilbakemelding!
Så hyggelig å høre at den var forholdsvis enkel å bruke og at den varmet godt. Takk også for gode og nyttige tips -
både trakt ved påfylling og lang lighter gjør bruken både enklere og tryggere.
Vennlig hilsen
Kristinne
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. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von 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. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von 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. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von 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
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. Dezember 2025
Bewertung ohne vorherige Einladung
Antwort von 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
Świetny produkt , szybka dostawa !
Bardzo dobry kontakt z klientem czyli ze mna ;) na poczatku bylem sceptyczny ale po rozmowie oraz wideoczacie zamówiłem kominek. Kominek super.jakosci świetnie zapakowany ! Zamówienie i dostawa byla bezproblemowa dostawa tez bardzo szybka. POLECAM !!
8. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Bardzo dziękujemy za tak świetną opinię! Cieszymy się ogromnie, że jest Pan zadowolony zarówno z produktu, jego jakości, jak i z szybkiej dostawy. Miło nam słyszeć, że rozmowa oraz wideoczac pomogły w podjęciu decyzji i rozwiały wszelkie wątpliwości. Dziękujemy za polecenie – to dla nas bardzo ważne! 😊
Inacceptable
Commande réglée début janvier. Aucune information pendant 3 semaines, hormis un email demandant si mon achat s’était bien passé… alors que je n’ai rien reçu.
En appelant, on m’annonce une livraison fin mai, sans que cela n’ait jamais été précisé lors de la commande.
J’ai demandé le remboursement, mais là encore, aucune réponse.
Délais anormaux, absence totale de suivi, service client défaillant. À éviter.
10. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Bonjour,
Nous sommes sincèrement désolés que votre expérience n’ait pas été à la hauteur de vos attentes.
Nous tenons toutefois à préciser que la date de retour en stock du produit concerné était clairement indiquée sur la page produit au moment de la commande. Cette information était donc bien disponible avant la validation de l’achat.
Dès que vous nous avez fait part de votre insatisfaction malgré cette indication, nous avons procédé, sans délai, à l’annulation de la commande ainsi qu’au remboursement intégral, conformément à votre demande.
Nous regrettons que cette situation ait généré de la frustration et restons attentifs aux retours de nos clients afin d’améliorer continuellement notre communication et notre suivi.
Cordialement,
Sarah
Country Manager France
Fantastisk kundeservie⭐️⭐️⭐️⭐️⭐️
En uheldig oplevelse blev mødt af superhurtig, professionel og venlig respons. Tusind tak for fin behandling ⭐️⭐️⭐️⭐️⭐️
29. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hej Malene,
Tusind tak for de flotte ord ⭐️
Vi er rigtig glade for at høre, at vi kunne hjælpe hurtigt og give dig en god oplevelse - også selvom udgangspunktet var uheldigt.
Tak fordi du tog dig tid til at dele din feedback, det betyder meget for os.
Venlig hilsen,
Kristinne
Top product !!!
Top Product, Bio Ethanol kachel 80 cm breed.
snel met reageren, meedenken in oplossingen en supersnelle verzending van het pakket.
26. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hartelijk dank voor uw mooie review!
Fijn om te horen dat u tevreden bent met de bio-ethanol kachel en onze service. We doen altijd ons best om snel te reageren, mee te denken en een snelle levering te verzorgen.
Nogmaals bedankt voor uw feedback – en veel plezier met uw aankoop!
Met vriendelijke groet,
Kristinne
Skickar ut recension innan man fått…
Skickar ut recension innan man fått varan levererad !!
27. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hej Stefan,
Tack för din recension.
Jag kan se på din order att vi korrekt väntar med att skicka den, eftersom du har beställt en vara som inte finns i lager. Jag beklagar därför att du av misstag fått detta mejl.
Jag hoppas ändå att detta inte har förstört din upplevelse hos oss och lett till de bara 2 stjärnorna. Jag hoppas att du blir nöjd med din order när du får den.
Vänliga hälsningar,
Kristinne
Nylig installert peis men veldig…
Elektrisk peis
Nylig montert, veldig fornøyd med produktet. Kjempe fin, og veldig lite støy. Ble sendt dagen etter, så raskt utført av Biopeis.
Leveringen tok lang tid men det var fraktselskapet og ikke selger sin skyld.
Veldig hyggelig kundeservice som svarte raskt. Takk Frida og Julie for så god kundeservice
23. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hej Marianne,
Tusen takk for den fine tilbakemeldingen !
Så hyggelig å høre at du er veldig fornøyd med peisen, både utseende og støynivå. Flott også at du opplevde rask utsendelse og god oppfølging fra oss.
Takk for forståelsen rundt leveringen - og ekstra takk for de hyggelige ordene til Frida og Julie, det setter vi stor pris på.
Du er hjertelig velkommen tilbake!
Venlig hilsen,
Kristinne
Meget god service
Meget god service. Dejligt at kunne hente varen hos jer.
Vi måtte desværre aflevere den købte biopejs, men fik også rigtig god service med det.
Pengene kom retur på min konto med det samme.
Tak for god service
17. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hej Camilla,
Tusind tak for den flotte anmeldelse.
Vi er glade for at høre, at du har haft en god oplevelse med vores service - både ved afhentning og returnering.
Tak fordi du tog dig tid til at dele din oplevelse, og du er altid velkommen hos os igen 😊
Venlig hilsen,
Kristinne
Meget hurtig leverance
Meget hurtig leverance.
God service
25. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hej Lene,
Tusind tak for din fine anmeldelse!
Vi er glade for at høre, at leveringen var hurtig, og at du er tilfreds med vores service.
Det sætter vi stor pris på!
Venlig hilsen
Kristinne
God kvalitet og hurtig levering
Bestilt bioethanol to gang. God kvalitet og hurtig levering.
11. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Bio Fireplace Group
Hej,
Tak for den fine anmeldelse !
Vi er glade for at høre, at du er tilfreds med både kvaliteten og den hurtige levering.
Tak fordi du handler hos os!
Venlig hilsen,
Kristinne
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