Fire Pits USA Avis 

Lies. Nothing but lies.

I placed an order on May 23, 2024 for two Prism Hardscapes Ibiza 31" Fire & Water Bowls.

June 21, 2024: Email from Matt from Customer Service: "This order is estimated to ship by the first week of July."

July 29, 2024: Email from Matt:
"We do apologize for the delay on your order. I just contacted Prism Hardscapes and they advised your order has approximately one week left in production."

Aug 12, 2024: Email from Matt:
"We do apologize for the delay on your order but I have good news for you. This order was completed and it's in the shipping process. Our team will contact you today with the tracking number and mor details."

To date, I have heard nothing from Matt's team.

All lies. Don't fall into this trap like I did.

I can't get a response on my 8 week old order.
I'm not sure that this is a legitimate company.

I ordered this on February 1 and still have not received my product. The confirmation of shipping gives a tracking number that does not work with UPS. I’ve emailed fire pits and they have not responded. I think I have been scammed.

They hunt you down!!! I visited their site on a Sunday… didn’t provide any info. They used my IP to backtrace my email and mobile. Then called me to push me to buy… TWICE! CRAZY!! 2 text messages, 2 calls, 3 emails. They are harassers!

This company is incredibly disappointing. They falsely claimed to have the parts I needed in stock and proceeded to place an order. However, despite their assurances they did not have them, I never received any emails from them stating they did not but only one with a 50 dollar gift card to order more from them. When I requested proof, they sent screenshots of emails that appeared to be copied and pasted. Dealing with them has been nothing but frustrating, and I have no intention of ever ordering from them again. Save yourself the hassle, time, and money by avoiding this unreliable company."

Received fireplace stove 5 days after placing order in excellent condition. They had the best price I could find. Very happy with purchase.

I've been trying to get a refund for an item that was delayed, and not as described in the picture. hence, I had to obtain from a local seller, at a lower price. Now, the company is claiming it was a "special order" item,and not returnable, although it is not described as such in the online catalog.
Poor communication, seems to be Bots when an inquiry is emailed. A person from another country calls, with no knowledge of the issue. He wants to sell you a fire pit.
Don't waste your money or time with this company.
As far as the "please contact us directly" response,
I've tried calling several times and I get,
All of our agents are busy, wait time is 5 minutes. After about 10 minutes, the line just hangs up, no one ever answers.

Product is not as long as advertised. I expected 25ft. I got 2 sections of 10ft each. I reached out to them for a solution. I received an email saying they would get back to me. Haven’t heard anything yet. A bit disappointed in their customer service.

I was looking for a 84 inch for a customer project, I was so happy to find it in stock and with a great price. The process was so fast and it got delivered in a flash.

Happy customer.

This fireplace was packaged with extreme care and was very detailed in the installation manual. The product is amazing and was the perfect addition to our home. Excellent product!

I Wanted to cancel my order that hasn’t shipped no one replied on the phone, asked by email. They clearly understood I wanted to cancel and haven’t done so.

I still have not received my order. And I keep inquiring without response other than asking for a review about my experience well I do not have my order

Maybe not a scam, but they have _very_ shady tactics, including: hanging up on you when you try to cancel an order, not calling you back when they say they will, ignoring your call if you try to call back, and lying about shipping timelines.
I tried to cancel my order 1 week after ordering because it hadn't shipped yet and I needed it by the end of the year. I was told on the phone to wait one more week and it would for sure be sent. Here we are, 3 weeks later and many phone calls back and forth and I still haven't been refunded the full amount due to "the policies of our system". Bottom line, they'll do whatever it takes to make a profit.
Additionally, if you are looking for a fireplace, just find companies like Arizona Fireplaces instead; this company just orders from companies like them and takes a profit on it. I ended up ordering from Woodland Direct and the order was shipped the next day.

Terrible Customer Service,

Shipped wrong product, then shipped back immediatly - every time I call asking where my refund is customer service attempts to delay and makes up excuses. I hear a different story from customer service every time. Would not recommend doing business with this company. Reporting to CC as fraud

The delivery was quick but they do not bring the item inside the house and it is very heavy.

The fireplace insert had a stripped screw on the door so the door was not able to be adjusted properly making it hard to close after installing the blower.

Great price and fast shipping! They carry Solo Stove products. The heat deflector is a must-have addition to the Solo Stove!

I called the company multiple times during the process of my purchase and their customer service was great. I had a number of questions before I bought the Dimplex Evolve and customer support was patient and thoroughly answered my questions. The next couple of times I called was in regards to the delivery of my item. Both times I chose to get a call back and they responded a lot faster than the estimated time given! On the second call the representative gave me the wrong name of the delivery company and she called me back within a few minutes to let me know of her mistake and get the correct information to me. My fireplace arrived and has been installed and I love it!
(The only reason I didn't give five stars was for the use of the delivery company. That was a less than stellar experience and Firepits USA should look into finding a different service provider as it really lowers their overall great customer experience.)

I purchased this product on 11/17. and 3 days later I call support said product is shipped waiting for tracking# then other 3 days still waiting Tracking#.
Today 11-27. I got an email the product is out of stock have to wait until Mid of Jan,2024

received a damages grill. decided to assemble it and use it once and was told i could not return it. wont ever order anything from fire pits usa