"I'm from the UK and decided to order from what i thought was a reputable company in the US that manufacturer's bio ethanol fire burners, how so very wrong i was.

I ordered the EHB3000 and a Flexible lighter on 11th October, when it arrived i was keen to test this before i installed it so filled it up wth bio ethanol fuel and went to light the fire only to realise they had not sent me the flexible lighter i bought with it, it wasnt even on the dispatch note. So found a lighter i had and lit the burner...

Within 10 minutes the whole steel top of the product had warped in 3 different ways due to the heat, you could even hear it creaking and banging as the product heated up. I took pictures of the product and emailed them to their support email address.

5 days passed, not one single reply so i opened up a Paypal case to help aid a response. I then got a reply pretty quickly (funny that) via Paypal, they wanted to see what fuel i was using so i sent them the MSDS, and off the back of that authorised a replacement burner and my flexible lighter to be sent out.

10 Days later my replacement turns up, they had sent the lighter and a brand new unit - I did the same again filled it up with 1-2 litres of bio fuel and lit the burner.. Yup you guessed it, EXACTLY the same thing happened as last time, product warped but even worse this time as the sliding piece on top that is supposed to exstinguish the flame when slid over the flame it didnt exstinguish it due to how warped the top piece was, there was an air gap of over 10mm under the slider. Extremely dangerous so got in touch about that via Paypal and have since been ignored.

I'm now left with 2 defect products that are dangerous and cannot be used and Ignis have refused to pick them up from me and offer a refund. Paypal have since escalated this claim and offered me the refund if i return the burner "at my cost". So i have no other option but to be left out of pocket because this company does not honor its warranty.

Shocking company, ignores emails and warranty claims on clearly defect products."