Review Time
We’ve owned BioLite equipment for years and when it came time for some replacement parts for our fire pit, their customer service team came through! Really appreciate that they offer this service which helps reduce waste and keep our gear going as long as possible.
I received a faulty product, which is uncommon but can occur. I reached out to the support team, and within 48 hours, I had a resolution. I was assisted by a real person who was caring, polite, and understanding. Having used these products for a long time, I was very pleased with the solid support experience from their team. If management sees this, I hope the individuals who helped me are acknowledged and rewarded, as they foster brand loyalty and trust. Thanks to the team for their excellent service!
New, Light Not Charging Layn Lapuz (BioLite Customer Support) not helping. I was given a BioLite Solar Rechargeable Luci String Light for part of gift package from my co-workers ( retirement gift ) Retirement is great. Broke out the Luci String Light, it was new, box sealed. It had the charging cable inside, and the top solar charger. Plugged it in, will not charge, tried multiple different chargers, including direct to wall with adaptor. No charging, no little lights. Over 24 hrs. Tried Solar, no charging. Sent message to BioLite, as you can not call them. No phone support, only email messages. Got a message back from Layn Lapuz (BioLite Customer Support) in PI. She gave me information on re-booting, already tried that, then she suggested I go back to my office ( where I retired from and got the great gift package goodies ) and ask the group for store receipt. Yup, go back and ask gift givers for receipt for gift I got in Sept 2025. This light is new, I broke the seal on box. BioLite will not help. Do not buy. Oh, and that internal battery is not replaceable. Yes darlings it has a battery. What kind of environmental light is this? Oh, forgot to add this will work ( light turn on ) but you have to have it plugged into charging source, wall outlet, etc.
I received my first Biolite product as a gift. Worst customer service ever! The fan on my firepit will not pair via Bluetooth. After 1+ months of "troubleshooting" and jumping through hoops via emails, they constantly blame my phone (which is a very new Samsung), and won't take any accountability for their poor product.They also will not send another fan for me to try. I will never buy any of their products, and will tell my friends and family to do the same.
Great product, needed to replace a part, I was worried that it may not be available but it was! I've been a Biolite customer since the begining and love all the products that I've purchased over the years. However, the great products are only as good as the the company's willingness to stand behind them and that's where customer service comes in. All three times I've need to contact Biolite the customers service has been spot on and think it has gotten even better each time so for that they get 5 starts! Quick response and helpful to take care of my situation. Thanks Naomi!
Bought a Biolite Dash 450 head torch from Go Outdoors for a camping trip a year ago. Used it once, then put it away in my storage cupboard. Got it out today in prep for a trip and it no longer charges. Basically paid a sizeable amount for a head torch that got one weeks use. Gone in the bin as warranty is now out of date. Won’t buy from these cowboys again, back to the trusty Petzl.
Excellent response from Biolite support following my head torch developing a fault where it simply switched off unexpectedly, despite having plenty of power available, and would not switch on again. It was just out of warranty but they made an exception and sent me a new upgraded unit. Great customer service!
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BioLite makes equipment to cook, charge, and light life outside and off-grid. Our award-winning lineup of products includes smokeless fire pits, electricity generating camping stoves, USB lanterns, portable power banks, solar generator systems, and rechargeable headlamps that are so comfortable, you forget you are wearing them. We are passionate about delivering easy-to-use energy solutions that enable our community to power their adventures and electrify the world. Use BioLite products for camping, hiking, overlanding, van life, travel, emergencies, power outages, and more.
Every purchase from BioLite makes an impact: a portion of every sale gets reinvested into our work delivering safe energy to families across sub-Saharan Africa, reaching over nine million individuals to date. When you choose BioLite, you choose a brighter future for everyone. BioLite is proudly Certified Climate Neutral. Thank you for visiting our TrustPilot page, please contact our Support team with questions or concerns and we'll be happy to work with you to deliver a great experience with your BioLite gear.
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