Fire Pits Direct (www.firepitsdirect.com) has a 4.4 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Home & Garden and its reputation is good. 84% of reviews are 4 stars or higher and 11% are 1 star; The business has replied to 58% of negative reviews; 1 of them were added in the last 12 months. Last updated 2026-08-10.
Great service and professionalism. Wonderdful customer service and aswered all questions with expert knoweledge that made the buying process easy. Perfectly packaged and well protected bowl. Looks awesome and works perfectly. Very happy and will use them again.
Reply from Fire Pits Direct2024-07-05
Hello Ozzie,
We appreciate your kind words and are thrilled to hear about your positive experience. We strive to provide excellent customer service and are glad that our team was able to answer your questions and make the buying process easy for you. We're also happy to hear that you're enjoying your new fire bowl.
Best,
Firepits Direct/Spotix Customer Solutions
A
Asher Smith · 1 review · Experienced 2024-06-23 ·
★★★★★
I had ordered an item "VENTBW" from…
I had ordered an item "VENTBW" from firepits direct showing one item and what I received was a different item than the one pictured. To return the item I was told that I would be charged shipping and a restocking fee. This is absurd since it is their own error. After multiple communications and then ADMITTING FAULT (I quote their email) "We use images as originally provided by the manufacturer. Clearly they have updated them, so we will get that corrected" They still refused to take responsibility for their mistake. Absolutely absurd that any business would operate this way.
The "BW model" I received was not the one pictured, that ceases to make it the "correct item". The correct item would be the one pictured, not a different item with the same name.
Reply from Fire Pits Direct2024-06-25
Dear Asher,
Thank you for reaching out regarding your recent purchase and for providing your feedback. We understand your concerns and would like to address them thoroughly.
Our return policy clearly states that items must be new, unused, and in their original packaging to be eligible for a return. Unfortunately, since you disposed of the original packaging, this makes the item ineligible for return under our standard policy. However, we are willing to accept the return with the noted deductions.
Regarding the image discrepancy, we use the images provided by the manufacturer. While we acknowledge that the manufacturer has updated their images and we will correct this on our website, this update does not change the fact that you received the correct item, the BW model.
Please let us know if there is anything else we can assist you with.
Best,
Vince
FirePitsDirect
I ordered a fireplace and the dimensions were not as it was listed on the website. I returned the order and was charged over $120 to return it although the item was never used. There was no understanding from the customer support. I had to routinely remind the team that I returned the item so I could get my refund. I received confirmation the item was received, but the refund was not processed until many weeks and email attempts later. Will not shop here again, there are plenty of other better sites.
J
James · 2 reviews · Verified · Experienced 2024-04-30 ·
★★★★★
The product is great but was delayed in…
The product is great but was delayed in reaching me. The customer service people at FPD were very helpful in following up with the manufacturer about the delay.
Reply from Fire Pits Direct2024-05-23
Hello ,
Thank you for your review. We're sorry that there was a delay from the manufacturer with your order, and we appreciate your understanding that we pursue issues like this diligently. We thank you for being our customer.
Best,
Firepits Direct/Spotix Customer Solutions
J
John · 1 review · Verified · Experienced 2024-05-10 ·
★★★★★
Great customer service and products
Great customer service and products! Knowledgeable staff made making the right choices for our firepit burner and pan easy.
Reply from Fire Pits Direct2024-05-15
Hello John,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
S
Scott · 1 review · Verified · Experienced 2024-04-25 ·
★★★★★
Damaged hardware
I had damaged hardware with my fire pit cover and was never sent a replacement. Will not respond to my emails.
Reply from Fire Pits Direct2024-05-13
Good morning Scott,
Thank you for the feedback. It appears that when we got the photos from you we started the warranty process with the manufacturer. These can take a little bit of time, unfortunately we are at the hands of the manufacturer when it comes to getting that replacement sent out. It does appear our warranty team reached out to you this morning to let you know that replacement items should be shipping out any day now. Please let us know if there is anything more we can assist you with.
Best,
Vince
FirePitsDirect
D
Don · 1 review · Verified · Experienced 2024-04-17 ·
★★★★★
Our order did not include the fire…
Our order did not include the fire guard, however we paid for it and it was listed on the invoice. “Customer service” would accommodate us.
Reply from Fire Pits Direct2024-05-14
Thank you for bringing this discrepancy to our attention. We understand how frustrating it can be when an item you've paid for is missing from your order. Our team is committed to ensuring that our customers receive accurate and complete orders, unfortunately in this instance we were not notified of this item missing within the time frame we need to alert the manufacturer. This order was from 2022, and we only have 24-48 hours upon delivery to report missing items, or file a claim with the carrier if it in fact was lost in transit. I do see our product specialists offered a discount for a new item, please let us know if there is anything else we can assist with.
Best,
Vince
FIrePitsDirect
C
Christopher · 2 reviews · Verified · Experienced 2024-05-10 ·
★★★★★
Really fast shipping.
Great product and Really fast shipping.
Reply from Fire Pits Direct2024-05-14
Hello Christopher,
Thank you for your review. We're so happy to hear that you're pleased with our service and your purchase, and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
Hello Tim,
Thank you for your review. We're glad that you're happy with our service, and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
Very helpful and knowledgeable customer service. Quick delivery, high quality product
Reply from Fire Pits Direct2024-05-10
Hello Brent,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
K
Kathleen Smith · 1 review · Experienced 2024-04-19 ·
★★★★★
Over and above
The service was wonderful and fast. They also ordered a cover when I called a second time. They made sure I got the right one. When the fire pit had a slight nick on the edge, they immediately send a patch kit with filler and paint so I could make it look perfect. In addition, I wanted to order a glass wind guard, for added safety. They did the research and quickly sent me a link so I could order one. Wonderful experience.
Reply from Fire Pits Direct2024-05-10
Hello Kathleen,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
Hello Danilo,
Thank you for your review. We're so happy to hear that you're pleased with our service (especially Nick!), and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
Smooth and seamless. Product got to us quickly and w/o damage.
Reply from Fire Pits Direct2024-05-07
Hello Greg,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
L
Lee · 2 reviews · Verified · Experienced 2024-05-02 ·
★★★★★
Tom was extremely helpful in helping me…
Tom was extremely helpful in helping me get the products I needed. Lucus answered many of my questions also and was very friendly. I really appreciate both of them.
Reply from Fire Pits Direct2024-05-03
Hello Lee,
Thank you for your review. We're so happy to hear that you're pleased with our service (Especially Tom and Lucas!), and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
I enjoyed working with Justin on the purchase of my firepit insert. This is my second firepit insert that I’ve bought form this company. Justin helped me build the order I needed, specific for my use.
Reply from Fire Pits Direct2024-05-06
Hello Justin,
Thank you for your review. We're so happy to hear that you're pleased with our service (especially Justin!), and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
Matt in the sales department is a rock star. His expertise helped me pick the right part.
Reply from Fire Pits Direct2024-04-30
Hello George,
Thank you for your review. We're so happy to hear that you're pleased with our service (especially Matt!!), and we thank you for being our customer!
Best,
Firepits Direct/Spotix Customer Solutions
J
Jason · 2 reviews · Verified · Experienced 2024-04-23 ·
★★★★★
Massive custom outdoor PIT
We built a massive custom outdoor fireplace, Spotix was the main event regarding it, had some trouble with the CUP processor in the electronic ignition, Spotix Team managed to source me a new one and then ship it direct.
awesome team!
Reply from Fire Pits Direct2024-04-25
Hello Jason,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer!
*Feel free to share photos of your finished project with us on Instagram and Facebook or email them to [email protected]. We love seeing how they turn out!
Best,
Firepits Direct/Spotix Customer Solutions
I ordered a 36” glass wind guard for my fire pit.
The good news was I ordered it on Saturday and it was delivered on Tuesday!
I opened the box and the glass parts were there, but No assembly hardware was included.
There was a return address, complete with phone number on the box, so called that number, figuring they packed it, so could send the hardware. I got a man on the phone that abruptly said he could not and would not honor that. He acknowledged he knew the parts weren’t in there, but would not deal with it because I bought it online. I said that sounded like a scam and he agreed it was a scam. He proceeded to be verbally aggressive and just told me it was my problem and would not deal with it.
I called Firepits and explained my experience. They listened so will see if I get the hardware.
It was not a good experience.
Reply from Fire Pits Direct2024-04-24
Hi Deborah,
We understand the frustration that can arise when a product is not complete upon delivery. We want to clarify that while we do have some products ship directly from our vendors or manufacturers to our customers to expedite the time between order and delivery, it is still our responsibility to ensure that you receive a complete product.
First and foremost, we want to clarify that our vendors do not typically work directly with consumers, as they primarily serve retailers. When issues arise with products, such as missing components, it is standard procedure for customers to contact us directly, this is why they re-directed you to us. We apologize if there was any confusion regarding this process.
Regarding the missing hardware, occasional discrepancies can occur during the manufacturing or packaging process. However, please know that when such issues are brought to our attention, we prioritize resolving them swiftly and efficiently.
Furthermore, we want to emphasize the importance of treating all individuals with respect and courtesy. We strive to provide excellent customer service, and part of that commitment includes maintaining professionalism and civility in all communications.
We appreciate your patience and understanding as we work to resolve this matter promptly. The missing components were reported to us shortly before close last night and should be shipping out to you today. In the event you have any further concerns or require assistance, please do not hesitate to reach out to us directly.
Best,
Meg
Firepits Direct/Spotix Customer Solutions Manager
First time ordering experience with Fire Pits Direct and 100% satisfied! Got a great price for the fire pit wind guard! Free shipping and fast turnaround! Will keep them in mind for future orders! Thank you
Reply from Fire Pits Direct2024-04-24
Hello Sonia,
Thank you for your review. We're so happy to hear that you're pleased with our service, and we thank you for being our customer! We look forward to working with you again in the future.
Best,
Firepits Direct/Spotix Customer Solutions
Should have included fittings and hoses to connect on/off valve to ignition control.
Reply from Fire Pits Direct2024-04-22
Hello Bret,
Thank you for your feedback for the manufacturer. We hope you will enjoy your firepit for many years to come.
Best,
Firepits Direct/Spotix Customer Solutions
