Bio Fireplace Group レビュー 507

Bio Fireplace Group からの回答

2026年3月30日

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

Bio Fireplace Group からの回答

2026年3月16日

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.

Bio Fireplace Group からの回答

2026年3月12日 に更新

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

Bio Fireplace Group からの回答

2026年3月9日

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

Bio Fireplace Group からの回答

2026年3月6日

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.

Bio Fireplace Group からの回答

2026年2月25日

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.

Bio Fireplace Group からの回答

2026年2月14日

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

Bio Fireplace Group からの回答

2026年2月14日

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

Bio Fireplace Group からの回答

2026年2月16日

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

Bio Fireplace Group からの回答

2026年2月11日

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

Bio Fireplace Group からの回答

2026年2月14日

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

Bio Fireplace Group からの回答

2026年2月3日

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! 😊

Bio Fireplace Group からの回答

2026年2月10日

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

Bio Fireplace Group からの回答

2026年1月31日

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

Bio Fireplace Group からの回答

2026年1月28日

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

Bio Fireplace Group からの回答

2026年1月27日

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

Bio Fireplace Group からの回答

2026年1月27日

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

Bio Fireplace Group からの回答

2026年1月27日

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

Bio Fireplace Group からの回答

2026年1月26日

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

Bio Fireplace Group からの回答

2026年1月27日

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