BioLite Customer Service Issues

Several months ago, I supported the BioLite “Firepit” startup by paying in advance for a solar cover at a reduced price. Recently, I received notification that my order had been shipped to City of Commerce, roughly an hour away from La Canada. Unfortunately, despite tracking information, the item was never delivered. I have reached out to BioLite via email multiple times, but there seems to be ongoing issues with shipments. Regrettably, they do not offer live customer support for direct communication. At this point, I am seeking assistance as I have been unable to resolve this matter with them directly. All necessary details are in their system. I have a hectic schedule and travel frequently, but I urgently need this situation addressed. I feel ignored after trying to support their business. Any help you could provide to ensure the delivery of my Firepit with its solar cover would be greatly appreciated. I hope to receive this long-awaited product soon. Thank you for your support in rectifying this issue with BioLite.

I need help with my recent order. Order number [redacted] has been confirmed. Today, FedEx delivered my package in a severely damaged box. The fire pit grill lid is missing, and everything inside was not properly secured. I have pictures of the damaged package. I called FedEx, and they advised me to contact you. I tried calling earlier, but missed the call. Please contact me at [redacted]. I need this issue resolved promptly, as I have to leave for North Carolina soon.

I received my order, but unfortunately, one item was missing, and there was no packing slip included. I only received one tracking number for the entire order, leading me to believe all items should have been in the delivered box. There was also no mention of shipping in two separate packages. I have footage from my front door camera showing the delivery at 11:03 AM, with only one box left on my porch. Order #: S161994 Missing item: Firepit Grill Lid for $44.96 Tracking Number: [redacted]97 I can provide any additional information needed regarding this order if necessary.

I faced an issue with FedEx regarding a shipment split into two boxes without proper numbering. This caused confusion as I received one box and thought an item was missing. Including clearer information on how many boxes were being shipped and providing a packing list would have been helpful. This was a first-time problem for me buying from Biolite, but it got resolved when the second box arrived on Sunday.