HouswiseReviews of houswise.com

Order # HW35469 I post very few public reviews or complaints but this ongoing experience with this company urges me to do so. Ordered the fire pit, extra fuel, and other extras on Dec 11 as a Christmas present for my wife. Received some replies to a few of my emails, the last response on Dec 29 from a bot calling itself Ralph Lawrence Ramos from Houswise, with the same empty apologies and assurances I’ve read here. Ralph even said “he” was personally looking into it. Nothing since. I was refunded the few dollars I paid for the expedited shipping. Gee . . . thanks. For the last three days the tracking information says it’s arrived at a center near my location. However, that arrival date has changed the past three days so it’s obviously fabricated. It no longer shows up on USPS tracking, only Amazon shipping even though I didn’t order it from Amazon. The arrival date keeps changing and I guess I’ll see it when I see it. After reading these reviews the only things I’m sure of is that no human being at Housewise gives a rat’s behind about customer service as long as they keep collecting money. They’ve turned over customer service to AI. A glimpse into our future folks. Should rename it customer disservice. So I recommend this product? Don’t know. But I do NOT recommend doing business with this company. I’m well over 65 and I can honestly say it’s rare I’ve felt taken advantage to this degree when I’ve bought something. Disappointment and anger aren’t descriptive enough to describe what I feel. So now I’ll wait for and read the pre-formatted AI response from Ralph or Sara to this complaint. JAN 13 UPDATE TO ABOVE: As of a few days ago, my order no longer shows up in my USPS tracking account. Also, the tracking information provided by Amazon shipping keeps changing or manipulating the past shipping data to reflect when the package arrived at its last destination. To me that’s a blatant attempt to deflect their ineptitude. What started a few days ago as now arriving Sunday Jan 11, moved to Jan 12, Jan 13, and now Jan 14. Their tracking page tells me “ Need help with your package? Contact ExPrinko Inc directly” but provides no contact information. Probably the most unprofessional company I’ve dealt with in my long lifetime.

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.

Everything went smoothly and the product is amazing

Could be a little faster in their shopping

Professional and responsive customer service. Received my order and had a question. Sent email and received response in less than 24 hours on the weekend. Response was detailed and even provided picture along with video.

I ordered several fire pits (6 of the "essential" sets and 6 of the "gift" sets), plus 6 extra bottles of fuel on 13 Dec and paid for "before Christmas" delivery. I received the 6 bottles of fuel on 19 Dec, the "essential" sets on 24 Dec and the "Gift" sets on 31 Dec. I didn't sweat it too much, I realize holiday shipping can be a hassle- but I did receive tracking info showing that Houswise had handed all of the order over to USPS on the 15th, so, like I said, I figured it was just a way busy postal service....I just told all of my gift recipients that their gift was running late! - As I said, the 6 bottles of fuel arrived first, but one had a small hole and had drained out during shipping (and evaporated), so I reached out by email to Houswise on 19 Dec. and got the automated response about heavy volume of emails but they'd get back in 3-5 business days...(never got the actual response from a human)....After I received the essentials sets with fuel on the 24th, I waited for the Gift sets to arrive (I normally would have gone to USPS with tracking numbers to find the rest of the shipment, but I was busy during holidays as well and then the "Gift" sets showed up....but without fuel. So, I reached out again by email (on 2 Jan) and got a response from a human on 5 Jan....we emailed back and forth a couple of times clarifying things like would I be able to receive a replacement for the empty fuel bottle and do they realize that the "gift" sets arrived w/o fuel and I was still expecting those bottles at least.... anyway, after the back and forth with emails to be sure we were on the same page, I have received tracking info for the 6 bottles and a refund forthcoming for the empty bottle (they apparently only ship quantities of 3, 6 or 12 bottles- not singles). It took a while, but I'm satisfied with the outcome-taking into consideration how busy I figured they are in the holiday season.... and the little fire pits are such a nice, attractive addition to my and my gift recipient's spaces, I'm willing to overlook the delay.

Great service and product!