Houswise

I ordered a table top fire pit…

I ordered a table top fire pit expecting it to be shipped with all accessories and fuel. When I received it I only received the concrete firebox along with lid, wool mat and mini forks. Despite several emails, I have not received to promised fuel , or other accessories as advertised. They no longer respond to my emails and I am left with a concrete doorstop. Totally disappointed.

They stand by satisfaction

They stand by satisfaction. I got my dream firre pit- in my living room. Excellent.

Terrible customer service

Terrible customer service. My order arrived missing a key piece, I contacted them on December 25, and was told the missing part was being mailed out. Nearly a month later, I still don’t have it and keep getting the same response: “It’s in the process of getting shipped.” This is extremely frustrating and unacceptable.

Great customer service and really love…

Great customer service and really love the product! Highly recommend!

Great little fire pit!

Great product! Love my little fire pit! Looks great & easy to operate! Perfect ambience for my table in my lanai. Burns clean & flame surprisingly last a long time! Very responsive customer support team to address any of your questions. Very pleased with my purchase!

Still waiting!

This company has not been able to produce the product in a timely manner! I received part of the order without the fuel and was not even able to use the product! I have been waiting for weeks for the fuel! Still waiting after 4 weeks! Also, the extra pieces that accompany The fire pit are very overpriced. Finally received my fuel! The fire only lasts approximately 45 minutes and the replacement fuel very expensive. However, I have to say that there Customer Service has followed me through this whole experience!! They answered my every email and kept me up to date through the whole process. There Customer Service gets an A+! I think the shipping is terrible and I think this is a very expensive little piece of ambiance. I do love the fire Pit! If you have time, patience and extra money to spend, Enjoy!

Fire pit not delivered

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.

Ordered Dec 11 - Now Jan 12 And Still No Product

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.

A BUNCH OF FLAKES

I have been trying to return the fireplace that I never ordered. I was thinking about it but never followed through with it. They shipped it too me without my even ordering it. The only response I've gotten is "we're worry you want to return it. Tell us why." Then I've been ghosted. It has been very frustrating. I would never purchase anything from them. I think the company is VERY flaky.

Took a while, but I'm satisfied

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.

Another Dissatisfied Customer

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.

Professional and responsive customer…

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.

Could be a little faster in their shipping otherwise good service.

Could be a little faster in their shopping

Everything went smoothly and the…

Everything went smoothly and the product is amazing

Great service and product!

I ordered a fire pit along with fuel on…

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

Ridiculous

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..

Horrible experience and customer service

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.

Dreadful experience- still unresolved . AVOID

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.

Delivery time is BS and seems like a scam as what they said would be included is not.

** UPDATE They refunded the shipping and a week later one bottle of oil showed up. So they did live up to their word Charged 9.99 for before Christmas delivery and showed up Jan 5 long after it was needed. said order was to include fuel and it did not. Total waste of money. Not sure how product works as do not have fuel. Total scam in my opinion. PS: reply from them is still BS as I have emailed many times and no reply!