Torch 2.0 I love my new fireplace and the customer service department was very helpful.

My contact Josep was fantastic My contact Josep was fantastic! Was super helpful and very knowledgeable about all aspects of these fireplaces. He responded quickly and timely and was instrumental in getting the right fireplace ordered and followed up all throughout the process! I would definitely do business with this company again and Josep is a big part of that!

Terrible customer service Terrible customer service. This company does not honour its product or the customer. My complaint is based on principle and principle alone. I don’t care about the cost of a couple of screws. I spent nearly $2000 on a Priv. I ordered this product in May 2023. I was happy that it arrived quickly. I left it boxed because I was renovating. On September 24th I finally was ready to install it. It was missing a couple of small, penny on the dollar value screws. This happens. Not a big deal. I contacted BioFlame expecting them to mail me 2 screws. Rather than putting 2 screws in an envelope, they sent me an email telling me that they would send me “a quote”. A QUOTE FOR PENNY COST MISSING PARTS!! Seriously. The customer service agent whose mind told him to do this should be FIRED. Now, I don’t care about a few dollars. I didn’t mind that the parts were absent. This happens. It’s the company response. It’s not a respond that compels confidence in this company. It’s the principle. A good company honours its product. Also, the company indicated that I needed to lodge a product issue within 7 days. That’s absurd. Many folks might not be ready to build and install the product immediately on receiving it. I haven’t yet tried using this thing. However, a company that will not honour its product to the point of sending a couple of cheap missing parts to a customer who spent a couple thousand dollars is NOT A COMPANY THAT ANYBODY SHOULD BUY FROM. Also, I never claimed the product was “defective” or “damaged”. I had no interest in returning it. I just wanted them to send me a small part. I rectified this at my local hardware store. No big deal. It’s the customer service response that is concerning.

Struggling to get customer service I purchased a Fiorenzo with a 13" burner plate. The unit doesn't come with information on clearance around the unit. I contacted Bioflame several times requesting info. It took several calls to get a response. Our cabinet maker also contacted Bioflame. The response he received was significantly different and affects the cabinet design. I have contacted Bioflame several more times and haven't received a response. Since I haven't been able to install my unit, I can't speak to the quality of the unit, but I can say that customer service is inadequate.

Timely Resolution While it took a little time for resolution, David took care of the request quickly once made aware of the issue.