Business ProfileforBioLite, Inc.

Purchased the firepit and accessories totalling over ****** A bit steep but figured it would be a useful item for camping. Purchased online in June and finally got to setting it up in August to find the screws missing for the carrying handles. Another friend who recommended the unit said they had a different issue and simply emailed the company and it was easily resolved. That was certainly not my experience. Started emailing Aug 10th, simply asking what the type of s**** was so I could source it locally as this would likely be faster than them sending them. Despite me explaining as clearly as possible, (multiple times) what the issue was they essentially asked the same question and asked "for which handle"..ok..Provided photos of the handles, again, and all the other info they asked for. Here is what I received: " We have both the handles and screws available for $25. If you're interested, please send me your email address linked to your PayPal account, along with your preferred shipping address. I'll take care of the rest for you. I'll keep an eye out for your response. Regards,***** BioLite Support"So...again, I explain that I DON'T NEED THE handles and I'm certainly not paying $25 for screws. I YET AGAIN ask them to TELL ME the info for the screws cuz it would be really nice to not have to carry a red hot box on fire... They respond asking for more info... the receipt I received was digitalfrom Sport Check so I sent every section of that. We have 3 other couples camping with us that have witnessed this exchange so, suffice to say, they or anyone they know won't be buying this. It's one thing to have pieces missing on a metal box that costs ****** on its own but having "service" that can't understand how to simply provide information (i searched all pf the instructions and there is no info on it) about how to get said missing parts and instead offers to let you pay MORE, is not a company I would recommend endorsing.-20 out of 5