Customer Service Phone Agent was excellent. She had a positive friendly eager to help tone of voice. She displayed knowledge by answering my questions thoroughly and asked clarifying questions. I made a special request which she was able to fulfill. The product I ordered was shipped and arrived as described. The packaging was secure. The glass pebbles were as depicted on the website and they look stunning in my outdoor fire pit. I ordered the black color and the reflection of the flames in the dark makes a statement IMHO, a perfect way to finish off our backyard remodel. I would recommend Starfire Direct based on the overall experience I have had.