Terrible shipping experience; Order management from Solo Stove side very poor as well. Placed my order 10 days ago and it hasn’t been delivered yet!. I am receiving constant messages from Solo and their Courier with estimated delivery times that they would never meet! Completely disappointed overall. I just cancelled the order and requested a refund. Will update once refund it’s done.
A great addition to our patio, but wanted to post here about their customer service. There was an issue with the delivery and I can't fault their customer service. It was head-and-shoulders above what I'm used to these days and it's so nice not to have to fret about returns etc. these days.
I had been seeing adverts for Solo Stove for a while but already having a chiminea , decided against such an expensive outlay until last week. The chiminea just wasn't cutting it heat wise on cold UK spring evenings. After a bit of research, I decided to invest in a Solo Stove Bonfire 2. A check of some online reviews , led me to buy the stand, heat deflector and the all weather cover. Expensive? Definitely. Over £500 for the lot. But.. the items looked well made and I reckoned that this would be an investment that lasts for years. Time will tell on that front. I ordered from the solo stove . com website which shipped from the Netherlands to the UK. Delivery was quick, having ordered on a Friday afternoon with the items arriving via courier on the following Wednesday. Upon ordering, I opted for the Route package protection, which was supposed to offer protection if the item was lost or damaged in transit. The cost for this was £16.99. Now, you would probably be protected just by your consumer rights to expect the item to arrive undamaged but I figured at the cost I was paying for the stove , this extra insurance was probably worth it. Maybe it was maybe it wasn't. As it stood, the item arrived well packaged and with no issues. Onto the actual items. The Bonfire 2 came in a large box with the cover, stand and a carry bag also in the box. The heat deflector was a separate box. Setting up was easy , the stand (just a stainless steel ring approx 2 inches in height) sits on the ground and the bonfire sits on top. The deflector has 3 legs which require to be clipped into place and secured with 3 small clasps. Building this took less than 2 minutes. Lighting the fire was incredibly quick, a handful of kindling , a firelighter and within 2 minutes the first log was placed inside and starting to burn . Compared to the chiminea , lighting the solo stove is a dream. Put a few more logs in, sit the deflector on the top and within 5-10 minutes the heat was amazing. I noted that once burning , you could effectively place your hand above the deflector and could hardly feel any heat. At the sides though, where the heat was being deflected to, it was roasting ! So on that note, the deflector does it's job perfectly. I would say without this, most of the heat would go straight up so the deflector allows the heat to be spread outwards around the circumference of the bonfire. A worthy addition. As for smoke, in the first 10 minutes of it getting going there is a bit of smoke but once hot, there's hardly any at all , even when you add more logs. Cleaning was easy. Once you let it go out and cool down there is a removable pan at the bottom. This lifts out to reveal an ash pan which collects MOST of the ash. There was still some around the edges so I would recommend you brush that into the centre before removing. So far, we've used it 3 times and it's lit quickly every time and not once have I went inside smelling of smoke like I did with the chiminea or other open fire pits. As I said earlier in the review, yes, it's an expensive bit of kit but if you like sitting out in the garden with a fire going, this is the way to do it. No regrets so far and hopefully I'll get many years of enjoyment out of it.
Mittwochs bestellt, Versand erfolgte erst Freitag Abend. Liefertermin konnte dementsprechend nicht eingehalten werden. Support ist nicht erreichbar
I have been looking at this with a view to buying, however there are no handles, it’s quite heavy and bulky and as a disabled pensioner, who like to go away in her campervan, this just doesn’t work, why, why no handles to make lift/moving it easier for all customers
I just received my order yesterday, so has yet to try it. It looks really nice and feels likes great quality. The reason for the quick review before even testing the product is the shopping experience. I ordered thursday and received tuesday. For an international order that's reasonable. However the amount of emails that went along with the order is the reason for the low rating. Solostove sent my 16(!) mails and along with 2 from FedEx that's a total of 18 mails for making one purchase. Hopefully the mails will stop now that the product has arrived.
Grossartige Feuerstelle, hält was sie verspricht! Sehr effektive Verbrennung und dadurch auch wirklich raucharm. Endlich macht Feuer machen Spass. Für jeden gibts die richtige Grösse. Klare Kaufempfehlung
I got in touch with you on the 5th of February to chase up refund for a returned item. I returned the solo stove bonfire on the 25th of January and it arrived back with you on the 29th of January. I got in touch because I had still not received a refund. On the 6th of February they replied back to me saying there had been a glitch in the repayment system and to wait 3 to 5 working days and the payment would be returned back to me. I waited until the seventh working day and this refund payment had still not been refunded back to me. I chased again on Wednesday, the 14th of February, over two weeks since the item was received back because they still had not issued a refund. Solo came back to me on Wednesday the 13th Feb, apologising that the refund had not gone through, and I will receive it back in my bank within 2 to 3 business days. It is now been five business days and still no refund. After three weeks of chasing this company, I have still not received a refund.
Stove besteld via de site. DHL zou deze bezorgen. DHL gaf aan dat ze langs waren geweest, maar wij waren gewoon thuis en hebben niks gezien of gehoord. Contact gehad met DHL en zij gaven aan dat het opnieuw ingepland moest worden. Maar ik kon er niet achter hoe. Gebeld met Stove..een erg vriendelijk engels sprekende medewerker aan de lijn gehad. Hoewel mijn engels niet heel goed is, deed ze erg haar best mij alles goed uit te leggen😊 Ze heeft direct contact opgenomen met DHL en aangegeven dat de Stove er binnen 2 dagen moest zijn. Dit is gelukt!! Over Stove dus erg tevreden, over DHL wat minder.
Purchased a Solo Stove December 12th, and have still not received. On speaking to customer service I have been told that they are on backorder and won't be fulfilled until 3 months later, and that there was a note on the product page saying as much. I checked and there is now, but certainly wasn't when I ordered (I would have been perfectly happy to order the non-coloured option which apparently isn't on backorder). Was also fobbed off with a few other excuses which didn't stand up to reason. I'm not annoyed by the 3 month delay - shipping and logistics challenges happen. What frustrates me is the customer service who were patronising, misleading and disingenuous. Clear communication and expectation setting would have made this problem a non-issue.
The product is good but the customer service is minus 10!!! No one ever answers the phone! Text message chats were not much better because the response was always “I’m not familiar with that. I’ll refer you to someone who knows.” The problem was no one ever knew. I would text and ask someone to call me. Finally someone did, but the answers to my questions were lies. No one knew when my stove would arrive even though I was told a certain day and even received an email telling me it had shipped, but that was also a lie. It took 47 days for my stove to arrive. It was to be a Christmas gift and it arrived today, January 9, and that only happened after getting a 3rd party involved. All I can say is “Buyer Beware”!! Unhappy, dissatisfied, former customer!!!
Breach of contract with unfulfilled order. Do not trust this company, I purchased some goods on boxing day with a promotion code I was sent. My order was cancelled and when I pointed out in there terms and conditions they were in breach of contract as there was no provision for cancellation they lied and said there was. They then updated there terms and conditions that afternoon to include a cancellation clause. Absolutely underhand, operating in a UK market and not adhering to UK law (Sales of Goods Act), also ignoring the European Consumer Sales and Guarantees Directive (1999/44). I will be filing complaints with the BBB and Europa alongside the UKICC. AVOID.
Absolutely horrible experience. Ordered the pizza oven bundle from Solo Stove on Dec 2 2023.Website showed in stock to be shipped by 12/4/23. They charged my CC on 12/3/23. On 12/7/23 got an email that the item is backordered but will ship BY 12/26/23. it's now 12/28/23 with no update from the company on the shipment. I have sat on hold for hours trying to get through to their customer service, I have sent emails and texts with no luck. I have now filed a BBB complaint and am filing a credit card dispute with my bank to try and get my funds back. DO NOT purchase from this company.
No Customer Service Whatsoever...Chat feature on site doesn't work, Phones now answered. And Text feature obviously isn't monitored.
I ordered the stove a month ago and it still has not arrived. There seems to be no local contact for Solo’s customer service. Solo doesn’t seem too interested whether I ever get what I paid for or not. For a sneak preview of how they approach their customer service, just scroll down this page and look at Solo’s cut/paste response to various customer feedback: ‘Dear X…. We sincerely apologize for the experience you had. We would like to inform you that our Customer Support team has already reached out to you via email to address and resolve the issue you encountered…’ Cut/paste. Cut/paste. Cut/paste.
Wish I could even get the product. Ordered, never received a confirmation. Called left on hold for an hour, then text and got back to me 12 hours later to tell me it’s back ordered. Changed the order to a different color, then they never even shipped it after a week. This is a clown show.
Firstly I am astounded that anyone can say that their customer service is poor!! The service is second to none and I know the majority of SS fans out there will agree with me. I purchased my first item back in April, the Ranger, I was so impressed that I managed to light it with ease and had a perfect burn. Since then I have added to my collection to the point I may need a second mortgage soon but the quality is great and I know they will last for many years. Well done Solo Stove.
Wow! Just wow! What a great bit of kit our Solo Stove is. As a retired engineer I understood the concept of its smoke free design when I saw it advertised and ordered one straight away. Delivery was prompt and the quality is exceptionally good. It’s been in its box for a month as our new stove was part of a whole project in the garden. My wife and I took the decision to wait until the whole project was finished before we treated ourselves to the ‘icing on the cake’ of enjoying our new ‘fire pit area’. Yesterday evening was the moment and we were blown away by the design and the efficiency of the stove! 5 stars well earned Solo Stove. A lifetime of smoky bonfire evenings gone in a flash!
Customer service is non-existent - either via phone, text or website contact us page. Canceled my order due - if Solo Stove is unable to manage customer services, then their warranty claims are also nonexistent.
We bought a mini solo stove for backcountry camping back in.2015 and it was awesome! However, the larger stoves aren't the smokeless wonders they are advertised to be. We bought a Backyard solo stove in 2017 under he impression that smokeless would be good. Smokless, maybe. SPARKLESS? NOPE. We can't use this product for most of the year in our area (SO OR)!! Wildfire risk is huge where we live, and smokeless would be great, but even in April or May, we have to worry about sparks lighting up our trees. Finally gave ours away...