BioLite Avaliações 

WORST CUSTOMER SERVICE HANDS DOWN. So, 4 times I’ve ordered from Biolite and 4 times I’ve had a poor experience. This last time I was on the website and saw they had 4 bags of pellets left. Having waiting all last year for them to be available, I pounced and bought 3. After ordering, I looked again and the website indicated 1 bag was now left so I know my order went through. I received an email indicating my order was received and I would get an email when it shipped. 2 weeks later, no email but I was charged... the very day after the order. Having experienced not receiving a confirmation email on a previous order, I used the “Reply” option on the confirmation email... and waited. Nothing. So I used the “Reply” option again and sent another email... and waited. I then went directly to the website and sent a 3rd email asking to know if and when the order will be shipped or to reimburse me if it wasn’t being shipped. I then received a reply indicating 1) The “Reply” option doesn’t work on their emails so they won’t see those email replies 2) they don’t know if the order was sent or if there was even stock to fill the order and 3) they are soooo sorry. I’m pretty mad at this point but they tell me they are looking into it. Then I get an email again telling me how sorry they are and, they will phone me in the afternoon to discuss because they want to make things right. No phone call was ever made. I sent them another email telling them there was no phone call and then asking them, in terms of their customer service, “Do you see what I’m talking about?” I told them I’d rather order from a sketchy Chinese website than them. At this point, 3 weeks after the order was placed I still don’t know the status of the order or if they are going to reimburse me as requested. They use a lot of EMPTY WORDS. The service is just simply AWFUL. I order online a lot and this company by far has been the worst.

So far, the worst customer service I have ever experienced. I ordered a fire pit and mat and received shipping confirmation the next day, but all they shipped was the mat! Fedex shows that there are two packages but they are still awaiting the fire pit package. Biolite does not answer their phone and multiple emails to customer service have gone unanswered and it has now been a full week. If there is still no response in a few more days I will file a claim with my credit card company. Update, still no product or shipping confirmation, no answer from customer service. Unbelievable. Update again, two weeks after ordering. My fire pit has finally shipped, much to my amazement, and just as I was going to file a fraud complaint. Still no response from customer service. This company has problems.

I ordered headlamps to send to my nieces on the 3rd of December. I had received an email that They had a special price deal going on for early buyers. I received a pre shipment notice on the 7th. On the 11th, I checked tracking, but USPS still said awaiting package. On the 11th still awaiting. On the 14th still awaiting. USPS had not yet received the shipment. I tried to call, but Customer support was only taking emails and it would be two days for a response. On the 17th still no response. Tracking is still awaiting. Get this: I got an advertising email on the 14th saying they can fast track shipments to arrive in 3-4 days. REALLY ??? Fed up with this company.

I have recently had some issues with my firepit battery not charging above 8% and l emailed support and after a few days they got back to me with some troubleshooting steps. Unfortunately the steps did not work and the device was out of warranty. Despite this Biolite have arranged for the part to be replaced. I have contacted the support team a few times on various issues and l have to say they are exceptional.

BioLite is selling products that won't last long, and can quickly become useless. They pretend to care but it's just a facade.

Mi experience is in particular with one of the BaseLantern products. Used it for 6 months and then, suddenly, it never charged nor worked again. If you look at the reviews in their own website, you can see that many people is experiencing the same problem.

I just want to let you all know about their way to respond to such an issue:

They receive a bad review in their website, saying the unit stopped working, and then they will reply right away saying that they'll be glad to replace it. Loos perfect and you feel so thankful and excited by this great policy. Then, you should contact them by email to figure out the details of such solution... (probably so no one else can see that this is just a lie to make customers believe they're THAT good).

Here, before continuing, I want to show you my fisrt review:

"I loved it while it worked..."

For some time I thought it was a really good product, I even went and bought another (the small SunLight) but then it suddenly stopped working. No harm was done to the lantern, and also no sign was given from it that could make us think it was having problems. Now it is a very expensive brick.

Their public reply:

"...we're sorry to hear that happened with your BaseLantern. Please reach out to our support team here: (link cannot be included in the review). We'd be happy to replace this for you."

The story after that, is represented in my second review attempt, that was obviously rejected and never published in their site:

"They're saying they'll replace bad units: a lie"

I posted my review about 5 months ago. BioLite replied that they were sorry to know my unit stopped working (as many I see here*), and that they'd gladly replace it...

In my worry to not produce more useless garbage to contaminate this planet, I offered my full disposition to troubleshoot this lamp with their guidance, to get it working again with my own hands (I do this with computers, so it didn't feel like something impossible to do at the time)...
Tried many things they suggested but none worked.

After this, I was ready to receive a new lamp and let go of the one that stopped working; then I received this one last message from them:

"Thanks for your patience and for your willingness to troubleshoot. I won't be able to replace this unit for you because it was purchased at (I can't put the store name here). Here is what I can do: We'd be happy to offer you a 30% discount on the purchase of a new BaseLantern from our site..." blah blah...

The retailer where I bought this, is a big and serious store that distributes their products in the country I live in...
So... were you laughing at me? "Where did you purchase the product" is one of the questions you make when posting these reviews, so at the time you said you'd like to replace the unit, you knew already where I had bought it!!!

I was so annoyed by this "trick", that I came back right away to leave a public reply or 2nd review... but I couldn't do it because this option was somehow blocked for me... All this is to give you more information, so you know who you're dealing with at BioLite.

You cannot rely in what you see here* as their fair and good disposition to replace bad units. Now I'm even more annoyed by this bad buy I made... In the end: my fault. Please don't let it be your fault as well. You've been warned."

*here: in BioLite's website, product reviews section & Customer Service public replies.

This pretty much explains it. So please be careful when you're buying, and don't waste your time believing they will really respond for their bad products as they want to feign.

Hope this experience helps.

Customer service and warranty are exemplary.Do not hesitate to buy, it is worth it and they are very serious with their products.

Biolite with the biolite kettle and biolite grill.

Nothing better than cooking using wood or wood pellets when camping. Faster than using gas and adds so much more fun to meal times.
Grill is great for a family, will cook 4-5 burgers at a time, take a few goes to get the hang of it.
Makes meal times fun and enjoyable, nothing quite like it.
Everyone that has seen it has been impressed and even brought one from seeing me cook with it.