Compliment to Biolite service
I want to make a compliment to the BioLite service.In the Netherlands I bought a Campstove 2+, but unfortionally the battery pack could not be (pre)loaded by the electricity grid. As I am a semi-professional electrician I checked and tested everything possible but the problem stayed. I sent my Dutch supplier all the information I had, but they did nor react anymore for 1 month. So I went directly to the customerservice of Biolite and their reaction was not only very fast (answers less than 1 hour via email) but also surprisingly helpfull. They will send me directly a completely new Campstove. And I do not have to send back the one I already have.
Ferdi Hummelink
I love this light
I love this light. Use it constantly at home in bath and for reading and on the go in my camper van. I like the different color settings. It was a gift and I thought it malfunctioned so I reached out and it was just auto locked. I got a tip to resolve it and now functional again. Thanks Biolite for great product and service.
nessa meshkaty
A Customer for Life
I started camping in 2020 and started buying my first Bio-lights. Since that time, I bought about 10 more lights, maybe more. My first issue was with a small light where the silicone that covered the charging port, would not cover. I figured if it rained or got wet, it would be ruined. I reached pout CS and they sent me a brand new light. I just recently purchased the small string lights that are in their own case. I had an issue with rain that caused damaged to that charging port. Once again, BioLite came thru and sent me a new one. The last issue was a powerpack, max. They are sending a replacement for that. BioLite has a customer for life.
Kori Horsley
Great customer service
Great customer service. Thank you Layn.
Toby
Amazing customer service
I’ve been using many BioLite products for a while now and never had an issue. The first time I did get something that didn’t work properly their customer service department rectified it immediately without a problem.
Jeffrey Petersen
I have a 360 Lumen Luci Lite and it…
I have a 360 Lumen Luci Lite and it works great. I had an issue with the light suddenly going off (I keep it on a charger full time). I emailed customer service and the got back to me in a few days with instructions on how to reboot the battery. All good.
Annie Wisecarver
We’ve owned BioLite equipment for years…
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.
Gerard Pitpitan
Just enough info from Biolite to be useless
I have a SolarHome 620+. It stopped working. I requested help from Biolite, who provided plenty of information but just not enough to enable me to troubleshoot whether the solar panels or the machine was broken. This is either due, I think, to the customer service person not engaged enough to bother to find out, or to company policy to keep this useful information unavailable. Maybe to protect their USP.As this company claims to provide help to people in poor countries, this attitude will mean that those unfortunate enough to be provided with these items will not be supported by Biolite, but will be prey to other people whose scruples don't extend to helping, but will be more than happy to exploit these vulnerable users of Biolite products. It's sad, but this attitude of unhelpfulness to the less fortunate has become more prevalent of late. I will just have to throw away my SolarHome 620+. A waste of the earth's resources, but without data from Biolite I can't begin to repair it.It would be better if Biolite supplied information sufficient to enable users with dodgy Biolite equipment enough information for them to diagnose the problem. Particularly those who do not live the the US where they can get other Biolite equipment to help.
Vincent Jones
Received a FirePit+ for Christmas
Received a FirePit+ for Christmas. Upon opening, I found one of the bottom rack legs had broken off the rack. Used their website request form for assistance. The next day, they responded to my request and were immediately sending me out a new bottom rack. Amazing customer support response.
Scott
I recommend it to everyone!
I have been a customer of BioLite for several years. It all started with a camping garland. We bought one set and we liked it so much that all our friends bought them too. How wonderful that the manufacturer made it possible to connect them together! Then I used their power bank and solar panel, my friends bought a stove and were also very satisfied. Recently I bought their largest power bank for traveling in Ukraine and did not check it in the store and went to Poland. It turned out that it was defective because it did not work. Unfortunately, I could not return to Ukraine because of the war and wrote about this problem to the manufacturer. BioLite responded quickly, they answer in less than a day and said that they would send me a new one to Poland without any problems. This is the best warranty experience I have ever had. This is a company with a capital letter and I will be with them for many more years. I recommend it to everyone!
Віталій Оздровський
Out of warranty headlamp replaced.
The battery of my Dash 425 headlamp lost the ability to recharge after about 18 months. An awesome BioLite customer service human had me test the battery in a systematic manner. After confirming that the battery was not working properly he was able to get an out-of-warranty-exception for my headlamp and it is being replaced free of charge. I am grateful.
Alan Abrams
I appreciated the good service.…
I received a solar light that did not function. I got ahold of Biolite and they replaced the light. I greatly appreciated the service and conversing with an actual human.
Bob
Scammers
Scammers. Do not order from this company. I purchased a goal zero yeti 300. I never received it, it has been a couple of weeks, they never sent any tracking information and the company is telling me that they can send me a return label to return the item the didn’t send me? What an absolute scam. I reached out to Goal Zero to let them know this is not a trustworthy company.
Katelynn Antonelli
Customer service for the WIN
Received a lemon product from these guys (its rare but happens). I wrote to CS and, within 48 hours had a solution. I was working a real human (not some AI bot) who cared, was polite and understanding. I've used biolite products for a very long time and was so pleased to have a solid CS experience with their team. If management reads this, please make sure the people who assisted me are recognized and rewarded. These are the types of employees that create brand loyalty and trust. Thanks to Lala and Naomi for being great!
Sam Lawson
Bought the biolite 2 from Altitude…
Bought the biolite 2 from Altitude sports. Delivered in less than a week. Suits my needs. Will be getting the fire pit this summer! Good buy for the cost!
Billy
I purchased the BioLite 500 range I…
I purchased the BioLite 500 range I liked it so much that I ended up going back to purchase another for a gift. It also included a free Luci candle. I failed to include the Luci candle so I had to contact customer service. I dealt with La- ny (sp). She was exceptional She was able to cancel my order and then had me place another one to include the candle so I will be able to get what I wanted.
Ronda Peter
BioLite customer support was off to a bad start but has now resolved my issue
UPDATE:December 27 2025Well BioLite took my complaint seriously and resolved my issue. I haven’t had a chance to try out the resolution yet but I trust that it will work properly. Thank you very much for taking my complaint seriously and resolving the issue BioLite. Although much later than I required I’m really impressed that BioLite followed through and resolved my issue without unnecessary costs to me. Thank you very much BioLite . . . . . . . . My ORIGINAL review Nov 25 2025:BioLite products are good but VERY expensive. I own a number of their products but this review is about their fire pit. Their customer service is the worst I’ve ever experienced. For the money you pay Customer Service should be excellent. It is certainly not - it is awful. I spent almost $800 US for a Biolite fire pit. It worked great until the fan and battery stopped working. I reached out to BioLite asking to buy a replacement and all I’ve received is a runaround. First I was told I had to wait three months for the fire pit’s fan to be available – and today, I was told I have to wait three MORE months! Six months!?!? Ridiculous. I asked BioLite to take a fan and battery pack out of an existing fire pit and send it to me. I was willing to pay for it.They refused. “ We’re not able to break down or disassemble new inventory to fulfill individual replacement part requests.….” So it’s OK to take my money to buy a piece of equipment but when something needs to be replaced (which I’m willing to pay for) BioLite turns their back. BioLite has no way to provide customer support and no inventory to provide customer support either. It’s ridiculous that I’m forced to wait SIX months for replacement part.To add insult to injury, I was told to go ahead and use the fire pit anyway. I was offended. This is just like digging a hole in the ground and lighting a fire - there’s no difference. The beauty behind the fire pit is the battery powered fan. Do yourself a huge favour and don’t waste your money at BioLite unless you’re sure you’re never going to need any support from BioLite. Once they have your money they do not care about customers. I regret buying any BioLite products. Support is just as important as the item you buy. I wish I had known. Now you know. Buyer be ware.
Sister Q
Follow through
Follow through, knowledge,
CaptPeter Wilcox
NEW LUCI 18' SOLAR LIGHT STRING NOT CHARGING.
New, Light Not Charging Agent (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 Agent (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.
Stan Caswell
Worst customer service ever!
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.
Tara Brinkman
