Houswise: most-reported complaints
Automated analysis of 102 public Trustpilot reviews published 2025-12-23 to 2026-09-02. TrustScore 3.3 from 179 total reviews — see the Trustpilot page. Quick answer: is Houswise legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery delays, which accounted for 51% of the 55 complaints identified in the analysis. Support issues were also frequent, with 40% of complaints citing unreachable support and 18% describing support as unhelpful. Additionally, 33% of complaints mentioned failed deliveries. The data shows a flat trend for late deliveries and a falling trend for the other reported issues.
How to reach Houswise
These are the contact details Houswise publishes on its Trustpilot profile, as of our last check on 2026-09-25 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2025-03-10 and last replied to a negative review on 2026-07-05. Trustpilot ranks it 9 of 10 in Fireplace Store. We last checked this profile on 2026-09-25 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
3.2 → 3.3 across 6 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-25 (92%, 5.0d) · 2026-08-28 (92%, 5.0d) · 2026-09-03 (91%, 5.0d) · 2026-09-06 (91%, 5.0d) · 2026-09-09 (91%, 5.0d).
Severity: 47% of this company’s 55 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 6.9 days between the experience and publishing their negative review (57 reviews record both dates).
What their policy promises
support availability: email
“please contact us by e-mail at [email protected]”
support availability: email or mail
“please contact us by e-mail or by mail using the details provided under “Contact” above.”
support availability: contact information above
“please contact us through the contact information above.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +1/-1 lines; added: LABOR DAY SALE; removed: 4TH OF JULY SALE (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 53 negative reviews that received a public reply, the median wait was 1.9 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 53 company replies to negative reviews analysed, 77% engaged with the specific problem and 19% were generic templates.
Review provenance: 24 company-invited reviews in the recent window average 3.96★, while 80 organic (uninvited) reviews average 2.54★.
Sector benchmark: delivery late makes up 51% of this company’s complaints vs a 20% median across 158 ranked companies in its sector.
Review velocity: 172 of this company’s 179 Trustpilot reviews (96%) were written in the last 12 months.
What are the most common complaints about Houswise?
Delivery late
28 reports · 51% of complaintssteady“Three emails sent over last two days that needless to say have been unanswered”
The company replied on 2026-01-09: “Hi John, I’m really sorry for how frustrating and disappointing this has been, especially after being told a delivery date that wasn’t met and then waiting without clear communication. That’s not the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Ordered Dec 11 - Now Jan 12 And Still No Product”
The company replied on 2026-02-12: “Hi Karl, Thank you for bringing this to us, We understand how disappointing this must be and we deeply apologize for all this experience you've had with our customer service and the delay on your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“It is now going on 24 days and no product.”
The company replied on 2026-01-12: “Hi John, I’m really sorry for how long this has dragged on and for how frustrating this experience has been. At the moment, we’re unable to locate your order using the information available here. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
22 reports · 40% of complaintsfalling“Three emails sent over last two days that needless to say have been unanswered”
The company replied on 2026-01-09: “Hi John, I’m really sorry for how frustrating and disappointing this has been, especially after being told a delivery date that wasn’t met and then waiting without clear communication. That’s not the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Ordered Dec 11 - Now Jan 12 And Still No Product”
The company replied on 2026-02-12: “Hi Karl, Thank you for bringing this to us, We understand how disappointing this must be and we deeply apologize for all this experience you've had with our customer service and the delay on your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“It is now going on 24 days and no product.”
The company replied on 2026-01-12: “Hi John, I’m really sorry for how long this has dragged on and for how frustrating this experience has been. At the moment, we’re unable to locate your order using the information available here. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Delivery failed
18 reports · 33% of complaintsfalling“Still no fuel that I paid for”
The company replied on 2026-01-10: “Hi Jim, I’m really sorry this has continued to drag on and that you’re still without the fuel you paid for. You’re right to expect clear action, not repeated assurances. We did send you the tracking…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“the order was not delivered, and it appears the shipping carrier, which is one of those cheap shipping companies, lost the package.”
The company replied on 2026-01-09: “Hi Juan, I’m truly sorry for how long and frustrating this experience has been, especially since this was meant to be a Christmas gift. Waiting over a month without a clear resolution is absolutely…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I received an email with a tracking number that was not mine which stated the item was delivered.”
The company replied on 2026-01-02: “Hi Diane, I’m truly sorry for how upsetting and confusing this experience has been, especially since this was meant to be a gift for your husband. We want to reassure you that this is not a scam, and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
10 reports · 18% of complaintsfalling“Still no fuel that I paid for”
The company replied on 2026-01-10: “Hi Jim, I’m really sorry this has continued to drag on and that you’re still without the fuel you paid for. You’re right to expect clear action, not repeated assurances. We did send you the tracking…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“It is now Christmas Eve and 3 family members will not be receiving the gifts”
The company replied on 2025-12-27: “Hi there, We’re truly sorry for the frustration and disappointment this caused, especially with these being Christmas gifts for your family, we completely understand how upsetting that is. This is…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“neither company provided what I consider a meaningful resolution”
The company replied on 2026-07-05: “Hello Montee, Thank you for laying out what happened so clearly, and I'm truly sorry for the frustration and safety concern this has caused you. Being told to go back and forth between two parties…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Refund refused
6 reports · 11% of complaintsrising since 2026-07“the order was not delivered, and it appears the shipping carrier, which is one of those cheap shipping companies, lost the package.”
The company replied on 2026-01-09: “Hi Juan, I’m truly sorry for how long and frustrating this experience has been, especially since this was meant to be a Christmas gift. Waiting over a month without a clear resolution is absolutely…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Still no pkg. Had a couple responses thru email one even stating it was being sent overnight and updates tracking would be sent.”
The company replied on 2026-01-03: “Hi Jennifer, I’m truly sorry for how frustrating and disappointing this has been, especially after being told the order would ship overnight and then seeing no movement at all. We completely…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I've had the same crap everyone else is complaining about.”
The company replied on 2026-01-03: “Hi Theresa, I’m really sorry for how upsetting and disappointing this experience has been, especially after paying for the full gift set and gift wrap and not receiving what you expected. A real…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Not as described
5 reports · 9% of complaintsrising since 2026-07“Three emails sent over last two days that needless to say have been unanswered”
The company replied on 2026-01-09: “Hi John, I’m really sorry for how frustrating and disappointing this has been, especially after being told a delivery date that wasn’t met and then waiting without clear communication. That’s not the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Charged 9.99 for before Christmas delivery and showed up Jan 5”
The company replied on 2026-01-06: “Hi there, I’m really sorry for how disappointing and frustrating this experience has been, especially after paying extra for Christmas delivery and not receiving the full order as expected. That’s…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I purchased the optional extender, which was supposed to increase the burn time to up to two hours.”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-03.