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 i... See more
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Buying experience was superb from online order placement to delivery to set up. Communication with Fire Pits USA was perfect—just enough. We love the warmth and glow the electric fireplace adds to the... See more
searched the web for the Napolean wheel upgrade...very limited availability, very long lead times when availability existed, and shipping quite expensive! an agent @ Fire Pit reached out by phone to m... See more
We ordered 2 fireplaces and the sales rep ordered the wrong products. We haven't been able to resolve this issue with the company, despite over 100 emails and phone calls to attempt to return these in... See more
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Company details
Written by the company
Fire Pits USA is a leading online store that specializes in providing high-quality fire pits and related accessories. With a commitment to offering the best products and exceptional customer service, Fire Pits USA has quickly become a trusted source for outdoor enthusiasts and homeowners looking to add warmth and style to their outdoor living spaces. At Fire Pits USA, you'll find a wide selection of fire pits, ranging from classic wood-burning designs to contemporary gas-powered models. Each fire pit is crafted with the finest materials and attention to detail, ensuring that it will provide years of reliable use and enjoyment. In addition to fire pits, Fire Pits USA also offers a range of accessories to enhance your outdoor experience, including grills, cooking tools, and covers to protect your fire pit from the elements. With a dedication to customer satisfaction, Fire Pits USA is proud to offer fast, reliable shipping and a hassle-free returns policy. Whether you're a seasoned outdoor enthusiast or just getting started, Fire Pits USA is your go-to source for high-quality fire pits and accessories.
Contact info
121 S. Tejon Street Suite 201, 80903, Colorado Springs, United States
- 8553006766
- support@FirePitsUSA.com
- firepitsusa.com
Incorrect products received, ongoingcustomer service confusion
We ordered 2 fireplaces and the sales rep ordered the wrong products. We haven't been able to resolve this issue with the company, despite over 100 emails and phone calls to attempt to return these incorrect items. It's been the most frustrating customer service experience we've ever managed.
11 November 2023
Unprompted review
Reply from Fire Pits USA
We appreciate your feedback, but we believe there might be some confusion. It seems you may not have purchased from our store, as we don't have any records of your order. However, we regret the frustration and challenges you've encountered with a different company. Our team is dedicated to ensuring a positive experience for our customers. If there's anything we can assist you with or if you have any concerns, please feel free to reach out.
Beautiful Addition
The fireplace arrived on time. It was easy to install. Best of all, it is beautiful! A welcome addition to my home.
12 October 2023
Reply from Fire Pits USA
Dear customer,
Thank you for the positive review! We're delighted that the fireplace arrived on time, was easy to install, and has added a beautiful touch to your home. Your satisfaction and positive feedback are the greatest compliments we could receive. If you have any questions or need further assistance, please don't hesitate to reach out.
Love the fireplace
Love the fireplace
Fast shipping and good price
Just got cold so I was using it today
11 October 2023
fire guard glass
The fire guard glass was madewell and the customer service. Everything was excellent.
10 October 2023
Great shopping experience and customer…
Great shopping experience and customer service. Item received as described and quick shipping!
12 September 2023
searched the web for the Napolean wheel…
searched the web for the Napolean wheel upgrade...very limited availability, very long lead times when availability existed, and shipping quite expensive! an agent @ Fire Pit reached out by phone to me to follow up.she assured me they had the item in stock and could immediately ship FREE! GREAT personal customer service and follow up.
21 August 2023
Exceptional service
Extremely responsive customer service. The company has been a pleasure to work with. In stock items ship very quickly. Unfortunately, there is a delay of 6-8 weeks for items that are not stocked.
26 July 2023
Reply from Fire Pits USA
We understand your frustration regarding the inconvenience caused. We sincerely apologize for the unexpected delay in your order. We want to assure you that we are actively working to address this issue, and we've taken steps to ensure a smoother process moving forward. The estimated delivery time for your order has been adjusted, and we now anticipate it to be fulfilled by early September. We value your patience and thank you for your understanding as we strive to provide you with the best possible experience.
Great service
They had the best price on the item I was shopping for. Kept me updated about my order. Will shop here again!
8 August 2023
Great service fast delivery
30 July 2023
Reply from Fire Pits USA
We apologize for any inconvenience caused. Your order is currently in progress, and we have already provided you with the estimated time of arrival, which was agreed upon. If you have any further concerns or questions, please feel free to reach out to us. We are committed to ensuring your satisfaction with our services. Thank you for your understanding.
Slow delivery - bad communication
Promised prompt delivery. Totally inaccurate information & no updates or followups. Ceded process to a freight company that doesn't care what was promised.
9 July 2023
Reply from Fire Pits USA
Apologies for any inconvenience caused. We diligently processed your order on schedule. However, the delay is not within our control but with our shipping partner. Rest assured, we are actively engaging with them to resolve the issue promptly. Thank you for your understanding.
Great Customer Service
The ordering process was simple and easy.
Contacted customer service with questions and they responded quickly and were very helpful.
6 July 2023
I needed to address an issue with the…
I needed to address an issue with the wheels on a new Napoleon Rogue grill, I had just acquired, they wouldn’t clear a mat on the way to a storage area for the grill. I contacted Napoleon and they suggested an upgrade and provided a part number. I entered the part number on a search and ‘Fire Pits USA’, came up!!! Their website was easy to navigate, I found the part, the cost was reasonable, they offered free shipping, provided an additional discount, shipped immediately, and the part was OEM!!! Thank you! I have since installed the wheels, which came with exceptional instructions, to do the the job, from A to Z!!! The wheels solved my issues with the mat!!! I have been grilling for over fifty years and, now, have a grill that will most likely outlive me!!!
Humbly and respectfully,
FLK
10 July 2023
Shipping was fast and the product was…
Shipping was fast and the product was just as described. No funny business. I have yet to use the Pot 900, but I love how it fits the Solo Stove right inside and it comes with the small travel bag for it.
9 July 2023
shipping was fast and package well
shipping was fast and package well. The whole process was smooth. i highly recommend Fire Pits USA. will use this site again.
4 July 2023
Right part for the job and the…
Right part for the job and the shipping/packaging was perfect. Thank you
30 June 2023
Reply from Fire Pits USA
We appreciate you reaching out to us and sharing your concerns regarding your order. We sincerely apologize for the delay and any inconvenience it may have caused. We understand how frustrating it can be to wait for an order without receiving any information about the delay. Please allow us to investigate the matter further to provide you with an accurate update. Ensuring a smooth and timely delivery is of utmost importance to us, and we are committed to resolving this matter as quickly as possible. We apologize once again for any inconvenience caused and appreciate your patience. Thank you for bringing this to our attention, and we look forward to assisting you further.
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