We had a problem with our order, and although it took a couple of days to speak to the right person, the manager was really good and all is sorted out now. We recommend this company, the customer serv... See more
Company replied
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See what reviewers are saying
I bought a pallet of their Nielson briquettes. Delivery was prompt, the pallet was well wrapped. However the individual 5 briquette packs were wrapped in extremely thin gauge plastic all of which were... See more
Company replied
Further to my previous review . We now know that the load was damaged by the carrier . Bioglow responded very quickly with an apology and a full refund and arranged prompt uplift of the damaged goods... See more
My first order with Bioglow was overall a good experience. Product arrived quickly, although not when expected. Placed and paid for a second order only to be told that it couldn't be shipped from Scot... See more
Company details
Written by the company
Online ordering and nationwide delivery of heat logs, wood pellets and kiln-dried logs
Contact info
United Kingdom
- bioglow.co.uk
Excellent service from ordering to…
Excellent service from ordering to delivery
March 8, 2020
Unprompted review
My go-to supplier for logs.
Good value. Quick and efficient delivery. Well packaged. Good quality product. RUF logs burn for ages and at a high temperature. Birch logs are dry and burn well. They are my go-to fuel suppliers, especially for some of their combined fuel deals.
March 7, 2020
Unprompted review
NON DELIVERY OF PAID FOR ORDER
I cannot comment on this company's product as it didn't arrive. I ordered logs as I had run low, & needed a quick delivery. This company offered this at a good price so I telephoned & spoke to someone from the company directly; I was promised a day of my choice, order paid for & went through, an email to me confirmed payment & day of delivery. I cleared delivery space and waited in all day but no delivery, no contact from the company & (despite the 24/7 contact offered) no response to my call (had to leave an answerphone message) to check what was happening. The next morning I'd still had no contact from Bioglow so I called the company again. They had to check and call me back, & I was told the delivery company simply did not book in my order hence no delivery was ever going to happen - despite my having paid upfront. They did offer a delivery for the next week but this was not possible for me for logistical reasons, so they then offered the next day but as they could not promise a morning delivery I could not accept so I asked for a refund, which has been agreed. My problem is now that until my money is back in my account I cannot order more logs elsewhere.
So, if you are considering buying from this company, be aware! The product sounds good, and indeed may be - but best allow plenty of time for delivery in case things go wrong.
March 6, 2020
Unprompted review
Reply from Bioglow
Good morning.
Thank you for your comments and please allow us to respond.
We apologise for the inconvenience caused and are investigating this. We have offered a free upgrade to next day delivery and since this did not work for you we refunded you on request immediately. You have been sent receipts for the refund. You make a point about having paid upfront. Please note that by law we must receive payment upfront for the order, unless you select a payment method on our website (Klarna) that allows a customer to apply for credit with a licensed credit broker. We sincerely apologise for the inconvenience and are working to resolve the issue and prevent similar errors from happening again.
Best value Pini-Kay!
Best value Pini-Kay logs (I am an obsessive pre-purchase researcher!) and excellent customer service. Ensured that order was sent immediately despite only just having been re-stocked and kept in touch with ETA which was helpful. Will definitely buy from Bioglow again - and recommend them.
September 24, 2019
Unprompted review
Heatlogs delivery
Ordered a pallet of the Birch/Pine Heatlogs. Spoke to someone in Customer Services to explain where to leave the pallet as we wouldn't be in. Arrived home to find not only had they delivered on time but the driver had also unloaded all the logs from the pallet and stored them in our shed! Fantastic service all round.
November 14, 2018
Unprompted review
Delivery date was arranged over the…
Delivery date was arranged over the phone and the pallet delivered on time. The driver was very helpful in placing the pallet exactly where I asked. The product is good and burns well.
September 5, 2018
Unprompted review
Do not buy from them
The website was glitchy so it took over half an hour to make an order. Then they called three hours later to say they did not have the logs in stock. Really appalling service and I will not use them again.
September 5, 2018
Unprompted review
Reply from Bioglow
We sincerely apologise for the product being out of stock. We have immediately and fully refunded your order. We are very sorry for the inconvenience.
Bioglow wood briquettes
I bought a pallet of their Nielson briquettes. Delivery was prompt, the pallet was well wrapped. However the individual 5 briquette packs were wrapped in extremely thin gauge plastic all of which were holed and some broken open. As a result many of the briquettes were showing signs of moisture absorption. I would not recommend purchasing these unless you have very dry indoor storage
August 27, 2017
Unprompted review
Reply from Bioglow
Dear Chris and Jude,
Thank you for your review. I am sorry for the quality of the product not meeting your expectations. This was part of last spring's stock which evidently did not keep well. Also, I would like to point out that the briquettes you purchased were advertised as Nestro rather than Nielsen as Nielsen briquettes are more dense and packaged in thick film. All of our Nielsen briquettes are from the stock currently arriving into storage.
To make up for this, we can offer either a £20 refund or 10% off your next order, whichever you prefer. Please contact us by email to arrange.
Once again, sincere apologies for the quality of the product.
Kind regards,
Bioglow Wood Fuels
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