HouswiseReviews of houswise.com

The fire pit I ordered 12/15 that was supposed to arrive in time for Christmas (with expedited shipping) still has not arrived. I initially received the fuel around 1/1. I emailed their customer service, which after several rounds of automated responses promising action within 24 hours said they would send a second one. What they sent however is another package of fuel. There is no phone number or way to contact them other than an email address. Update: I am out of town but a friend staying at my house says the fire pit did finally arrive.

I ordered the fire pit on Dec. 17. Website said 1-4 days for delivery, I fully expected it to be after Christmas. Website now says 2-6 days. It is now going on 24 days and no product. I've tried 6 different times emailing. I received some response but nothing of substance. Last three emails unanswered. They say it was shipped and gave a tracking number but it is "on the way but running late". The maddening thing is there is no phone number for "Customer Support". I'm not sure how some customers gave them a 5 (or actually received the product), but I'm joining the crowd of "0" rating. My credit card company is now working to rescind payment. I should have read reviews these earlier (sigh), This is now an update from this review (2/9/2026). I did receive the fireplace exactly a month later. I had already decided to decline this item and received a credit from my credit card company; it was THEN I received this product. In deciding to send it back, I was told the fuel could not be sent back with the product because it was against shipping regulations (How did they send the fuel in the first place if I could not). The item was so heavy that it cost about 50% of what I paid with the initial cost. It makes me think most of the cost of this item is in the shipping, it is almost 15 pounds in weight. I may decide to make my own fireplace now that I have the ethanol to use. Still disappointed with this whole transaction.

I ordered a fire pit along with fuel on 12-16. The fire pit arrived late w/o the fuel. They indicated to me that the order was delivered. I sent pictures showing the fuel never arrived ( I bought 3 extra bottles). They indicated the fuel got hung up in security and it would be arriving this week. Still no fuel. I’ve had my fire pit for weeks and can not use it. A representative Ella said she would escalate and get the fuel out ASAP. Still no fuel. Beyond frustrated with this company. Getting ready to go through the hassle of sending the whole thing back. My order # is HW39285, last name Smith. I hope some manager from Housewise reads this and gets me my fuel I just recieved a response from Housewise from a Sarah. This is the 4th response I’ve received saying they are working on getting me my fuel. You either are or your not, and as of today your not!! Still no fuel that I paid for. Turning into a scam. Beware of the company Housewise!! Next step is to report company to the Better Business Bureau

Ok, so here we go, AGAIN! I had to write a review here to get help with the matter of never receiving my “guaranteed Christmas delivery “.. of course, all of a sudden I was being helped. However, I started a dispute with my credit card, so they said they can only help me if I withdrew the dispute, which I have.. I’ve sent emails, chats, n msgs on fb to let them knew I withdrew the dispute, because honestly, it was a gift for my son, n I would have rather had the gift arrive… now it’s CRICKETS.. no response.. all automated crap n nothing is yet resolved. Still waiting for order HWC8478… it’s been a month since I ordered it.. next step for me is blowing them up on social media, as my son has over 2 million followers.. I was really trying not to go that route. I didn’t even want to do all this unnecessary bs. But I spent $150, still no help, n still no delivery. Must be a job for the BBB… although I’m sure they’ve had to been reported before..

On December 2, 2025, I placed an order for a firepit as a Christmas gift. The order was not delivered, and it appears the shipping carrier, which is one of those cheap shipping companies, lost the package. Attempts to obtain information from the shipping carrier have been unsatisfactory. I have sought a refund from Houswise, but despite assurances that the matter would be investigated, over a month has passed without a resolution. I find the customer service experience to be significantly below expectations. Furthermore, I note that your website states a 100% refund will be issued if an item is not received within 15 days, a policy that, in this instance, has not been honored.

Sadly I wish I had read these reviews. Ordered full gift set and additional smaller alter fire on 18 th.December . Shop told us it would arrive on 21st.December, a date that has long passed. First and only reply so far was to say they were delayed due to the holidays . My tracking on shop, which I always find reliable, tells me the package has sat in Rochester since January 1st. Three emails sent over last two days that needless to say have been unanswered . Either a scam or dreadful organisation. Either way, avoid at all costs. Update- the marble gift set we ordered arrived but as they had run out of marble they sent the grey. Still no sign of the altar smaller unit or fuel. After much thought I decided it was time to end the saga. I have just been informed that I have to pay for shipping for the wrong item to be returned. Please heed these warnings this company has dreadful customer service. After taking your order they will send left over product, so don’t expect your choices to be honoured.

Just received one of their tabletop fire pits as a gift. Great concept, poor execution. One bottle of fuel is around $20 and will last you about an hour. You can purcha$e an additional extender to make the few last longer. I believe the extender is $40. I’m not sure why the company just wouldn’t redesign this product to last longer to begin with? If you’re OK with spending $20 every time you want to use it then this is a good product for you. I find it disappointingly expensive.

UPDATE: Since I can’t respond to Houswise’s response to me, I will again copy and paste this string so it can be fully followed. A big frustration is that there’s no contact number for customer service. So forced to contact them via their website. A couple of responses said they would look into it. Then one response promised my order would be sent overnight and that I would receive it before Christmas. 12-24-2025…Crickets, no order. It finally arrived on December 30. 17 days after the order was placed and “label created”. I don’t feel this is a company with bad intent but very poorly organized, severely understaffed with resultant poor customer service. I ordered the flame extender. On the box there was a QR code for instructions. The QR code only led you to the main website and no instructions whatsoever. So I requested instructions and they referred me to a link with set of videos, none of which applied to my request whatsoever. Since we are literally playing with fire here, I’m not comfortable using something that has no instructions. Previous posts. READ THIS BEFORE YOU BUY!!! I am reposting my original complaint along with their AI response, which obviously must be some form of politician because there’s a lot of words that don’t say anything. I wanted to make people well aware of the kind of service you can expect when something goes wrong with an order from Houswise. It’s been 16 days and I have received nothing. I ordered 12 days before Christmas under their 2-6 day delivery promise. There was a UPS printed label generated and that’s all, no product has been dropped off to any shipping service of any kind. I’ve received no product, I have received no refund, I received no real answers. I get kind empathetic AI responses, but absolutely no action. Buyer beware for sure!!! My Original Complaint (5th complaint to this company): Your products still have not arrived… Your products still have not arrived nor even given to the carrier (UPS) as of tonight. They were to be Christmas gifts to ourselves and for our daughter and her husband. Additionally we planned to use your fire pit the weekend of the 20th during which we had out of state visitors. And now looks like we wont get them for New Years Eve either. Plans ruined 5x now. We relied upon your shipping promise of 2-6 days and since we are in NJ, it should be only 2 days. We placed the order Dec 13th, 12 days before Christmas which was 2 weeks and 2 days ago as of today. We even received a notice Dec 24th that you were sending every thing overnight so it would arrive before Christmas which turned out to be another empty promise as well. Extraordinarily disappointing and horrifically unprofessional!!! Stay far away from this company! Reply from Houswise An hour ago Hi there, I’m truly sorry for how disappointing and disruptive this has been, especially with these being gifts for your family and plans that were meant to be enjoyed together. We understand how much you relied on the delivery timelines we communicated, and it’s incredibly frustrating when those expectations aren’t met. We sincerely regret the multiple missed moments this caused for you. We’ve reached out to you directly to review your order and next steps so we can resolve this properly. Please check your inbox (and spam folder). We want to take responsibility for this experience and do everything we can to make it right. Thank you for taking the time to share your experience, we truly apologize. Warmly, Sara from Houswise Edit Delete Share Reply from Houswise 3 days ago Hi there, I’m very sorry for the frustration and confusion this has caused, we completely understand how upsetting this situation is. We want to clarify that we haven’t been able to reach out directly because we don’t have enough contact information linked to this review to locate your order. That’s why you haven’t received a personal follow-up yet, and we’re truly sorry for that gap. Please email us directly at hello@houswise with your order details, and a real member of our team will personally review your case and work with you to resolve it. We want to reassure you that we are here to help and fully committed to making this right. Thank you for taking the time to share your experience, we genuinely want the chance to fix this. Warmly, Sara from Houswise