Kodey C.
Maybe not a scam
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.
Response from Fire Pits USAJan 10, 2024
We deeply apologize for the inconvenience you've experienced. We acknowledge the difficulties you've faced regarding order cancellation and the delayed refund process. This falls short of the service we aim to provide. We're actively addressing the issues you've highlighted internally to improve our customer service standards and avoid similar situations in the future. Regarding our shipping policies, we understand the frustration caused by the discrepancy in timelines. We're sorry for any inconvenience caused by this. We truly value your feedback and understand your disappointment. Should you reconsider in the future, we'll strive to offer a more satisfactory experience. Thank you for sharing your concerns.