Review Time
I contacted the support team and spoke with a friendly representative who promised that my wood stove would arrive before the holiday. However, I had to purchase a more expensive model than I originally wanted, as I was assured there were plenty in stock for timely delivery. Unfortunately, the shipment was delayed multiple times. I received written confirmation that I would get shipping details by the 22nd, but then was informed it would ship on the 30th, and again on the 22nd. This has forced me to cancel and reschedule construction four times. It feels like they prioritize the sale and review over customer satisfaction. I'm still waiting for shipping information and hope the stove arrives undamaged.
Outstanding support experience. A representative contacted me via email and promptly assisted me with all my inquiries while setting up my cart for the product I wanted to buy. They were very proactive and helpful, even providing a coupon for a discount.
I had a fantastic experience with the service team. They assisted me in selecting the perfect fire pit for my backyard, addressed all my inquiries, and made everything incredibly simple. Shipping was prompt, the quality is outstanding, and the setup was easy. My outdoor area looks completely transformed now. I highly recommend them for excellent products and exceptional customer support!
We ordered our concrete fire pit and despite the long shipping estimate it showed up significantly ahead of schedule. It was well packed and loaded on a palette, which was 400lbs total. The shipper hung around while we removed the packaging and inspected for damage, but it arrived in perfect condition. Setup was easy and we were up and running in 45 mins including leveling and tearing down the packaging.The fire pit itself is solid, looks phenomenal, and is a massive positive addition to the ambiance of our patio. Outstanding experience!
Easy sales process. Rayden Ramkisson was friendly and super helpful. His attention to the customer is excellent. He even sent me a form from the manufacturer of the wood stove I purchased so that I could take advantage of a special promotion, and then called me 2 days later to follow up. Although there was a hiccup with the shipping, it was entirely the fault of the shipping company, not Fire Pit Surplus. And for free shipping, it was a hell of a deal.
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