bioethanol-fireplace.co.uk

I bought a Richmond bio fire made in China and what poor quality it is. Having worked with the whit

I bought a Richmond bio fire made in China and what poor quality it is.
Having worked with the white goods industry I am knowledgeable in quality control BS5750 and ISO 2000 standards.
I have identified the following poor qualities with this product.
Powder coating for white goods (refrigerators, washing machines, dishwashers, and ovens) generally requires a precise, uniform, and durable finish, typically ranging from 60 to 100 microns (2.4 to 4.0 mils) in dry film thickness. This thickness provides the necessary balance of chemical resistance, scratch protection, and aesthetic appeal required for daily household use. I have used a micron tester and found the paint thickness to be well below the minimum standards.
The uneven door to glass fit varies from 2 mm to 12 mm, very badly made.
The fire is extinguished by a sliding plate which switches off the oxygen supply, however this very poorly manufactured plate has gaps which means that the fire does not extinguish when it should. This is a potential dangerous hazard.
This quality of this appliance if far below what I would expect a reputable manufacturer.

Date of experience: Feb 13, 2026

Placed an order on the 23rd Jan and had no notice of order or dispatch (18days) since. I have texted

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!

Date of experience: Feb 11, 2026

The fire is very difficult to extinguish, the flames continue to burn after the cut off plate is dep

The fire is very difficult to extinguish, the flames continue to burn after the cut off plate is deployed. We have to apply a damp cloth to stop it burning.
However I understand that this could be very dangerous and have been told not to use it until this problem is resolved.
On one occasion, after the fire was not used for a few days I attempted to light it but it would not light as it appeared the fuel had evaporated. As there was no flame present and it was stone cold I felt it was safe to add fuel, but when refuelling the fire it exploded throwing me across the kitchen and a huge flame shot out of the fire. I understand this is a common occurrence, this fire can be alight but not visible to the naked eye.
As these problems occurred during the 30 day return window under the sale of goods act I have requested a full refund, to no avail.

Date of experience: Feb 10, 2026

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

Date of experience: Feb 10, 2026

Beautiful product..company's customer…

Beautiful product..company's customer service is great! only I wish they would use Royal Mail or DPD instead of UPS as delivery company..

Date of experience: Jan 23, 2026

Good customer service

Good customer service. Product looks lovely. Just waiting for my logs tho light it.

Date of experience: Jan 16, 2026

Our experience on order & delivery

Good delivery. Good instruction in use of the product.Very pleased with the look of the stove.

Date of experience: Jan 09, 2026

Very dangerous

The fire is very difficult to extinguish, the flames continue to burn after the cut off plate is deployed. We have to apply a damp cloth to stop it burning.However I understand that this could be very dangerous and have been told not to use it until this problem is resolved.On one occasion, after the fire was not used for a few days I attempted to light it but it would not light as it appeared the fuel had evaporated. As there was no flame present and it was stone cold I felt it was safe to add fuel, but when refuelling the fire it exploded throwing me across the kitchen and a huge flame shot out of the fire. I understand this is a common occurrence, this fire can be alight but not visible to the naked eye. As these problems occurred during the 30 day return window under the sale of goods act I have requested a full refund, to no avail.

Date of experience: Jan 08, 2026

Good response time to queries via…

Good response time to queries via email. Knocked off a start due to the long lead time on my item, which was ordered in November, it finally arrived safe and sound today 7th of January. Good communication from the carrier.

Date of experience: Jan 07, 2026

Service i top

Date of experience: Jan 06, 2026