Firepitsurplus Reviews 118

Received a wood stove I ordered with defective paint and notified customer support and they said they would contact supplier and get back to me. It has been a week and I have heard nothing from them.

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.

Chat was amazing. They were available late in the evening, answered all my question and sent me the invoice to place the purchase. Easy as can be. Our fire pit is everything we could have wanted, looks like a tree trunk. We love it.

Everyone we spoke with was very cooperative and made it clear they wanted to do business with us.

This company makes sure they stay in contact with you through the entire process. If there are issues and you contact them, they respond immediately. I would highly recommend and plan on using them again in the future. I thank them all for their outstanding service and product.

Darrel provides great customer service! He does everything he can to support his customers.

Darrell was a great help. He was able to get the stove delivered sooner d/t certain situations.

Spoke with Darrel Goodall via email. He helped me set up an entire wood stove package that fit my needs and situation. He was responding to my random questions at 1am. I really appreciate the service and I'll recommend this company and Darrell specifically to anyone in the market for wood stoves or similar stuff. Thanks guys! Really!

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Gas line provided has been replaced by a metal one.

Product received and as described. Works well. The only thing is that I did not need the wall mount for the receiver. If I could have had the option to not purchase the wall mount components and save money that would have been ideal.

I contacted the Company for assistance with questions on a fire pit and was promptly contacted by Darrel Goodall. He was helpful, responsive snd accommodating-looking forward to receive and use the firpit in a new home at the beach!

Great experience!
We found an outdoor fire place at another website and they were not nearly as helpful answering questions as Firepit Surplus. Great customer service, and excellent product!

I was helped by Darrel Goodall who got exactly what we were looking for with our particular firepit. He was very friendly and even has a great accent too! Can't wait to get our firepit delivered.

He answered my questions and made good suggestions.

Their prices are competitive and they are customer focused. They provide timely information and are very responsive. THANK YOU!

I was super excited to get a wood-burning insert, but I feel completely misled by the sales team. I told the salesman I was flexible on models and just needed a decent unit that was in stock and guaranteed to arrive before year-end. They promised a 12/19 delivery, which has now pushed to 1/7. I held up my end of the deal by being flexible; they failed to hold up theirs. To make matters worse, they refused to offer any assistance when I called to complain.

Darrel put together a custom invoice for me within 5 minutes of starting a chat through the website. After further discussion, Darrel sent 2 revised invoices within minutes that resulted in significant savings. Couldn't have made it any easier and gave me confidence in my decision to purchase from Fire Pit Surplus.

I called and spoke to a very nice person. He assured me I’d get my wood stove before Christmas. I had to buy one that was $300 more than the one I actually wanted, but he said they have many in stock so I’d get it on time.
Then it was delayed. Then it was delayed again. Then I was told (in writing) I’d get the shipping information on the 22nd. Then I was told it would be shipped on the 30th. Then again on the 22nd… ugh.
I have had to cancel and reschedule the construction for this 4 times.
My impression is they’re after the sale and the review. I still haven’t gotten the shipping information. Hopefully the stove comes in one piece.