"After much research on fire pits"

After much research on fire pits. I found this one on Amazon. Saw the name and went directly to the website. It was 100.00 cheaper. These fire pits are hard to find. I’ve wanted one for many years. I ordered it on the website and it literally was delivered to my home in less than one week. That’s amazing to considering how long it can take when ordering a large item online and waiting and waiting for it to show up. I opened the box. It was perfect. Not a thing wrong. Heavy for sure which is what I wanted. I didn’t use the lava rock that came with it. I used a diamond glass 1/2 inch glass and it’s perfect.
I highly recommend this firepit. Customer service called me to verify I wanted a natural gas vs LP. A young man named Bryan was very pleasant and promised my item would be on its way in 24/48 hours.

"Still waiting..."

I ordered my BBQ island at the beginning of March, for an estimated April delivery. I paid for the unit in full. It is June and I still have not received my product. To receive updates, I have to contact the company. Very disappointed.

"Very helpful order support"

Easy to order, and extremely helpful customer service when I had a question about my order. They even got up and walked to verify something on the box to make sure I was getting the right product. Very positive experience.

"Great product"

Great product

"Unhappy"

We’ve been waiting for our fireplace to ship for over a month. I emailed you to find out when it would ship and I’ve heard nothing back. If I’d known I’d be waiting this long I would have bought it elsewhere. It’s holding up the completion of our remodeling project. Very disappointed.

"Website is straight forward and easy to…"

Website is straight forward and easy to navigate. We will do business with this company again.

"In addition to high prices..."

In addition to high prices and high shipping costs, customer service is non-existent as orders go weeks without processing.

"I found your web service to be simple…"

I found your web service to be simple and easy to use went straight to the part needed and ordered it unlike the last vendor not only did I receive the wrong part they charged me 20 % restocking fee 👍🤠

"Helpful to have a nearby showroom"

Helpful to have a nearby showroom to really see how nice the inserts are. Contacted by email with a product question and they got back to me next day. Product was easy to order online and I anticipate that it will look great in my master bedroom fireplace (replacing an old wood burning fireplace.)

"Putrid customer service, great product"

Quite possibly the worst customer service I've ever received, not a joke.

I ordered a fireplace in September 2020 that was supposed to come with a windscreen. At the time of purchase I was told windscreen was backordered. Not a problem. I just asked to have it sent when it comes in.

As of today, April 2021, I still do not have a windscreen. I didn't get a single communication from support informing me that my item was still delayed. After months, I finally reached out to support (and have needed to do so multiple times) to ask for a status update, at times waiting over a month for a response. Finally I was told their order was stuck in customs. At that point, February 2021, I asked to be contacted with frequent status updates... I still haven't heard back from them.

The fire pit itself is nice and works great, but if any part of your shipment can't be shipped beware, you may never receive it and get little to no communication from the company.

If your between purchasing here and another vendor, I'd go with the other vendor.