Fire Maple

I am not sure what is wrong with this…

I am not sure what is wrong with this company but their customer service is horrible. They offer a chat option but there is no one there to respond so you have to wait 8 hours for a response which is horrible customer service! I have also sent an email to find out where my order is that was said to have shipped but there is no record of it on the website for the tracking number that was emailed to me by Fire Maple. Still have not heard back from their customer service department. If it is coming from California then why am I being directed to an international shipping company, doesn’t sound right does it? I don’t know about others that have purchased from Fire Maple but this is feeling more and more like a scam! I know jetboil is more expensive but at least you can get help from them right away and you can also purchase it from the sporting goods stores in your neighborhood. Stay away from Fire Maple is my advise. Update 7/18/23: Now Fire Maple has sent me emails updating the status of my order and says that they have shipped it but the tracking info given says that it won’t arrive to the post office until Aug 1st - 2nd, if it actually does arrive. What happened to 3-5 day shipping in the US?!?!? The issue with Fire Maple is, is that they are in China, shipping from China and it seems that their customer service is actually only open M-F on Chinas time zone so of course you have to wait until they are open to get any help which it is a 14hr+ day ahead difference from where I live. This explains why they do not respond in a timely manner and why you can not get an answer from them on Fri, Sat or Sun here in the US. They really need to do something with their customer service to make it convenient for anyone outside of China. On top of everything else I have requested a refund three separate times now and they don’t even acknowledge the request nor have they given me a refund, horrible business!!! I have contacted my CC and filed a dispute with them since I can not get anywhere with this company. Again, I would suggest doing business with someone/anyone else unless you enjoy this type of situation just to save $50.

I never received my order

I never received my order. I was contacted and suppose to resend the order.

ben mazor加拿大 · 写过 1 条评价 · 体验于 2023-03-25 · 发表于 2023-04-09

save your money and skip

save your money. Fire Maple takes basic stuff an makes it titanium, but then add gimmic features i feel detract from their product, usually reducing its versitility. if it was between a steel item that works vs a titanium item that sometimes works, ill take the steel.

Never received my stuff to try out

Never received my stuff to try out. Not fire maples fault...the USPS mailman misdelivered. The customer service I received to rectify the situation wasn't so great, however.

Came broken, still no resolution

Initially, everything was perfect, shipping was fast but unfortunately the glass was broken, I emailed right away and it has been a disaster since. They said they sent replacement but didn’t, I asked for a refund but then said they sent the replacement again and gave tracking this time, tracking isn’t valid or doesn’t show up at all. I don’t think I’ll get a refund or replacement at this point. Not worth the hassle. It’s hard to say if the glass broke before or during shipping, the protective case it comes in isn’t great. A lot of room to bang around, which wouldn’t be great while carrying in your pack, while backpacking.

S. W.加拿大 · 写过 1 条评价 · 体验于 2023-03-17 · 发表于 2023-03-18

Ordered February 20th, original package lost, received replacement March 30th

If you’re purchasing from them with a reasonable expectation of receiving the products in time for your trip, don’t. Their general lack of attention and care to fulfilling orders is plain. You might receive your items if you keep asking after them. Recommend ordering well in advance of your trip or sourcing your kit elsewhere. When I first ordered, I received a tracking number that did not work with the universal tracking website they provided. Hoping to receive the products in time for my first trip of the year, I requested details on which tracking site I should be using. FireMaple responded within a couple days with a link to an alternate tracking website which recognized this new tracking number as ‘Label purchased’. This tracking number never proceeded beyond that point. After a few weeks of no movement and missing the order for my first trip, I reached out to them again for insight on my order and a new tracking number as the one provided was clearly never scanned or used. They investigated the matter and discovered the package was lost in transit, and offered a replacement. I let them know when my next trip would be and that if a replacement could not be delivered by then, they could keep the replacement and refund me instead; I am not desperate for their products at this point as I’ve had to substitute them already. I was assured the replacement could be delivered within 2-3 weeks. I received the package and contents within that estimate, though the new tracking number was no use as it had not been updated until the package was already delivered (not terribly useful). - Product Quality: Ordered the pot, kettle, and triangle wood stove. Will update the review if I get a proper chance to use them, though I might leave them out of my kit until the next season. Kettle handle is loose and falls down easily, which was one feature I was looking forward to as anyone who’s burned themselves on a hot camp kettle or perc is aware. The pot seems fine, the kettle nests within as advertised and the handle folds and locks into place. The mesh bag that contains them is, cheap. Items are not much lighter than bringing a much cheaper saucepan and kettle on your adventures. The woodstove panels were properly machined and can be assembled without issue, the canvas sleeve that holds these panels is well made. - Customer service: Polite enough, if not really understanding. In their shoes; I would try to ensure the tracking is working if that was the initial concern, I wouldn’t call it a replacement if the original product was never received, and I wouldn’t ask for information that was already provided. Customer service did not follow-up on their tracking when I first reached out, and seems like they would not have taken any steps had I not reached out again asking about my order. - Privacy: Refused marketing (Both in cart and checkout) and my email’s still being used on their mailing list for regular weekly newsletters. Annoying for me, and damaging for them. Having to mark their emails as spam will only teach inboxes to do the same for other users, which may hurt their overall marketing strategy.

Gregory Care美国 · 写过 2 条评价 · 体验于 2023-02-15 · 发表于 2023-02-28

Excellent Customer Service, not so much the packaging,

Only 3 stars because the product arrived broken. I ordered an Orange Gas Lantern with the leather cannister cover and it arrived packaged as it would be transported for use in the field. However, the glass globe was shattered. I love the product and they replaced it no problem, but I'm concerned that if it couldn't survive shipping how will it suffer the rigors of outdoor life?

Bad product, worse customer service. (edit - follow up)

Emailed customer service because the unit would not work (valve opened, no gas flow). Followed instructions to “clean” using supplied fine wire. Still not working and suddenly no response from customer service despite repeated attempts. Will not recommend nor purchase in the future. Follow up (edit) - received an email from Customer service after initial review. Second unit sent and works out of the box. Changing from 1 Star review to a 3 Stars review.

Very deceptive products

Very deceptive products. The so called wooden cup is made out of rubber wood and the kettle presented in their ad is not what I received.

…Needs better QA/QC

The unit came from the factory with a missing cut. This made it impossible to put together. Luckily, I have a Dremel with a diamond wheel that was able to remedy the issue.

Still haven’t received

Wouldn’t know… item has still not…

Wouldn’t know… item has still not arrived.. very disappointed

Glass was broken in to pieces when it…

Glass was broken in to pieces when it arrived

Good site and equipment

Good site and equipment. Order didn't take too either.