FirepitsurplusReviews of firepitsurplus.com

The stove arrived late, damaged, and missing parts. Firepitsurplus’ original answer was “sorry the manufacturer shipped it”, not our problem. It is your problem. You sold me this stove not US Stove or Ashley. A canned AI generated response was also not an acceptable answer. Ashley’s response was to send me the blower that was missing and a can of spray paint that doesn’t even match the stove (sparkly metallic flake!!) with zero apology or explanation. YO!!! I’m still missing a manual, and apparently the US stove logo! To be clear that paint damage on the stove was unfixable without a complete repaint on the top panel and anyone who has ever re-painted anything would know that. They took my money, sent me a damaged stove that is going to have that damage forever (on top and in front in a very noticeable place), and then acted like I wasn’t worth talking to about it. After I posted the original review (a week or more later) there was an immediate response from both companies. US Stove called me twice and didn’t even leave a message. Seriously. Terrible. They are the ones who packed/shipped the stove. And I still believe they would have done nothing without firepit surplus’s intervention. They did eventually knock $500 off the purchase although the refund hasn’t processed yet. And customer service has asked US stove to send actual matching paint for the stove and a Logo that’s missing on the ash drawer. I believe they will make sure I get them. In the end it’s not what I wanted or how I wanted it. It’s been a hassle from start to finish. However, Firepitsurplus clearly cared that I wasn’t happy and finally did there best to compensate me for that. I can appreciate that. I would buy from them again, maybe just not a US Stove/Ashley product.

I ordered an American Fyre Designs 48" Fire Bowl in the February timeframe and actually was quite happy with product. Only minor issue was that the manual did not match the firepit model. However, it was my experience after the fact in trying to get a cover for the firepit that left me quite disappointed. The firepit came with a black canvas tarp-like cover - functional but not at all aesthetic. I was disappointed that when I ordered the firepit that I did not have the option to order a hard more aesthetic cover even if from another manufacturer. Customer service said that I could get such a cover but it would be at least 2 week delay as cover was "out of stock". I waited and after 6-8 weeks or so was told that manufacturer didn't make this item. 2-3 months ago I got another black canvas cover - no idea why. That prompted me to check with firepit plus for an option on a firepit cover. I was referred to Potteryworks for a cover which looked nice - online. Delivery was a $240 charge. That arrived 3 weeks ago - finally!! over 6 months after initial firepit delivery. I was excited - it looked nice but!! After just a week one of the wood panels was warped and peeling off. It is quite heavy and needs 2 people to handle. The screws on the two handles are already rusty and not screwed in properly. I realize this is not FirepitSurplus but it just piles on my poor experience overall.

Long delivery time. And fire box very small can only fit three logs. Haven't installed yet. But not excited about it.

I dealt with a number of issues on my order from Fire Pit Surplus, and throughout all of it, Darrel always answered my calls. The delivery didn't include the backyard service I was promised, the fire pit arrived with a missing part that set me back two weeks, and the unit itself had a crack on the outside. On top of that, a refund I was promised took far too long to sort out. Through all of these problems, Darrel was consistently responsive and did a good job addressing each issue as it came up. There were many, and I appreciated that he always picked up the phone and worked to help. Overall, he handled a difficult situation well.

The product we ordered appears to be fine. The only hiccup we had is miscommunication from the shipping companies as our order sat on a dock in our town for a week and required at least 4-5 calls to finally get it delivered.

The delivery of the items were delivered to two locations even after I contacted Firepits Surplus notifying the change, Also a white-glove shipping process would be great for customers who may need support. Maybe having more information on the shipping process and steps on how to handle the items once receicved. Overall, the support has been great.

I think the HT 3000 is going to be great. The problem has been lack of communication. Emails back and they need a website that reflects the order system. There maybe but I couldn't find a link. I don't like to feel stupid if I ask. Never ordered or owned one in my lifetime. I think there good folks but maybe a page on information and ordering.

Two unexpected things I do not recall noticing when I was placing my order: 1) firepit border chipped and repair grout included. 2) Natural Gas line attachment on the outside of bowl cannot be hidden inside of unit. Trying to figure out a solution, not sure if we can use or keep the unit. Update: Customer service responded to my email. Gas line provided has been replaced by a metal one.