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

Daniel with bio flame made the… Daniel with bio flame made the experience flawless. The product is also very much what you would hope for.

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!

Company is very responsive -- burner works perfectly I haven't yet set up my Bioflame grate (fireplace insert) because it just came, but have had a great experience with the company. Before buying the grate, I called them twice with questions and talked with an actual person who answered straightforwardly including contradicting an exaggerated claim by another seller of the same grate. Since ordering, I needed to contact them re: pricing and once again have gotten very good responses. I'll come back and add to this review after I try out the grate. Update; We finally set up and lit our Bioflame fireplace grate and it worked beautifully. It was very easy to light and because we chose a 24" burner which holds a lot of fuel, it burned for 4 hours (and we hadn't even filled it all the way). It was still burning when we decided to close it up for the night. Two things people should know -- I guess these are cons but only very tiny ones. We really like this fireplace burner: 1. filling the burner is a bit finicky. It's easy to spill a little on the surface as you position the bottle of fuel over the funnel and then you need to very carefully wipe all the vestiges off for safety reasons. But that's easy to do -- it's not a big deal. 2. The flames start out blue but they do get more golden as it burns and it ends up being a very nice, low-key type fire. They're not as bright or warm as a wood fire, but once the flame appearance warmed up, we were very happy. It made our whole evening lovely and we didn't have to fuss with logs and ashes. Just lit it and sat back and enjoyed 4 hours of effortless dancing flames. Then closed the top and went to bed.

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.