Starfire Direct Reviews

Name: Starfire Direct
Address: 42168 Remington Avenue, 42168 Remington Avenue, California
Rating: 4.37

4.4 Rating 1,619 Reviews

83 %

of reviewers recommend Starfire Direct

4.4

Based on 1,619 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 78%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

Visit Website

Phone:

866-578-8538

Email:

info@starfiredirect.com

Location:

42168 Remington Avenue,
42168 Remington Avenue
California
92590

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Starfire Direct 5 star review on 8th January 2024

128

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The ordering process was OK but shipping was poor or very poor. I received an email that said the item has shipped and that I would receive it on the 26th. The 26 came and went I checked the tracking and they said now the shipping is pending. I can’t find any details with the tracking button to see what has happened to my shipment. Still have not received it.Now this email is saying that you are getting my package ready for shipment. I don’t know if it’s shipped or not but regardless your shipping process is poor.”

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Posted 3 years ago

“The shipping was fast, online chat was great, but the bag came ripped and some of the glass stones fell out. I thought they’d be in a box of some sort as some of the glass pieces are sharp, which probably caused the bag to rip. Poor packaging, where unfortunately I lost stones during delivery :(”

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Posted 3 years ago

“You guys are slow”

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Posted 3 years ago

“Previous kits we had ordered were high quality. This particular kit was so cheaply made. The valve key and valve were not the high quality Dante products we were accustomed to receiving. We hope American Fireglass (the company from who the kit was acquired by Starfire Direct) will reconsider where they are acquiring the kits and go back to the higher quality option. The price of $219.00 for the kit we received was ridiculously overpriced for the level of quality of the product.”

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Posted 3 years ago

“Shipment took 7 days and a call to customer service to ship out. Poor shipping from star fire direct.”

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Posted 3 years ago

“I was told the 20” gas burner ring was “in stock” when I ordered via phone call. To be shipped from the manufacturer in Ohio, FedEx ground. Unit was not shipped until 9 days later. “Covid”, “they were closed on Fridays”, “they quote 3-5 business days to ship, so since you ordered on Saturday, Monday was the first business day, and the 5th day was the Monday following the next weekend”... Add 5-7 business days to ship across country, it will be 3 weeks to delivery. Oh yeah, and I still don’t have a tracking number. I sincerely expect the quality of the burner be as advertised. Service is not.”

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Posted 3 years ago

Adrian, Thank you for your review. From reviewing your order, it looks like your order was placed on 4/25/20 and shipped on 5/6/20, with a scheduled delivery date of 5/12/20. The automated tracking email went out on 5/6, not sure why you didn't receive. I just pushed another tracking email to you to make sure you have it. We apologize for the delays with your fire ring. We understand how frustrating it can be when things get delayed. We're doing our best during these crazy times and appreciate your patience while we get our production time lines sorted out. Thanks again for your order!

Posted 3 years ago

“Way too long to receive the item with no communication of it being delayed.”

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Posted 3 years ago

Mr. Macnamara, Thank you for your review. I see that your order was placed last Monday, April 27th and delivered today, Friday May 8th, for a total of 12 days from order to receipt. Please keep in mind we are a family run business doing the best we possibly can. Due to COVID-19 and government mandated restrictions, our entire office staff is working from home while our warehouse crew diligently processes orders to ship ASAP. Considering the circumstances, we can say we did our best to ship this to you in a timely fashion. We also sent an email explaining these current limitations after you placed your order, as well as a tracking email the day your order shipped. I hope these reasons are understandable to you. Thank you for your order, we hope it works well for your project! Starfire Direct

Posted 3 years ago

“I sent you a message via the website last night with my order number stating the issues with my purchase. No one has called”

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Posted 4 years ago

Sorry about the delay James, we've been overwhelmed with calls during the COVID-19 pandemic, our team is getting to everyone as fast as possible. I did reach out to discuss your issue, and it sounds like we were able to get things worked out. Thanks for your patience, we appreciate your business! Starfire Direct

Posted 4 years ago

“You opened CASE 3931 but still haven’t sent return instructions!”

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Posted 4 years ago

“We asked for a material safety data sheet and after two phone calls we still didn't get one.”

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Posted 4 years ago

“Item did not ship as stated in the business day range. Coordinating when the product arrives through a LTL sub is still TBD. Not that impressed for the cost.”

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Posted 4 years ago

Nat, Thank you for reviewing us regarding your recent burner system purchase. I wanted to reach personally to apologize for the delays surrounding your order. What should’ve shipped in 3-5 days took 10 days instead. This should’ve never taken that long, and I wanted to acknowledge our mistake. HPC Fire is one of our premier partners and these kinds of issues rarely happen. Regardless, your project was still delayed and we sincerely apologize for any inconvenience this may have caused you. I see that the burner has been delivered, and you already received a $100 discount, free shipping, and no tax. But is there something else we can offer you to help change your experience? We do care about you as a customer and will always try our best to make sure we do a good job for you. Please let us know if there’s anything we can do. Starfire Direct

Posted 4 years ago

“I ordered the part on 12-23,it was not shipped until 1-2 if I knew that would be the case I would have ordered it elsewere and 8 bucks for shipping really?”

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Posted 4 years ago

Mr. Foss, We can confirm that you did place your order on the evening of 12/23 and that your order was processed the next day on Christmas Eve. Your product takes 5-15 business days ship out from the manufacturer as indicated on the product page. Even with the holiday closures we were able to ship out the product on the 6th business day. We do have a flat rate shipping charge as you mentioned on orders under $99. On your order we did upgrade your shipment from FedEx Ground to FedEx 2nd Day for no additional charge to help reduce the total time to receive your product. We are sorry that we didn’t exceed your expectations this time but please keep us in mind the next time so we may give you the high level of service we attempt to give all of our customers. Please let us know if we can assist further. Starfire Direct

Posted 4 years ago

“I have not received my order yet and it has been over 2 weeks now. Further the tracking link and information does not work. and I don't know with what shipping company the order was shipped. So I can't use the tracking number... whether it was USPS, UPS, FedEX or who; I don't know. Becoming impatient!”

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Posted 4 years ago

Mr Carter, We are sorry the link for tracking was not working for you. We looked into your order and see that it was delivered within the shipping timeline indicated on the product page. We are constantly working on improving the communication with our customers, and providing even more information on your order page in your customer account is something we are working on improving. Although we didn’t exceed your expectations this time, please keep us in mind the next time so we may give you the high level of service we attempt to give all of our customers. Please let us know if we can assist further. Starfire Direct

Posted 4 years ago

“Poor shipping process”

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Posted 4 years ago

“I ordered this a week ago ….when am I going to get it?”

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Posted 4 years ago

Mr. Buttaro, Thank you for your review. You ordered your item on 11/28 and it shipped on 12/3. You were emailed the tracking info on 12/4, and it's scheduled to arrive tomorrow on 12/7. I hope this information helps. Thanks! Starfire Direct

Posted 4 years ago

“My order was back ordered they did get it to me earlier with that being said I got cubes they came dusty and dirty no where near the shine I seen in their pic plus there was little glass pieces broken all over inside the bag as you sift it around the fireplace you see all the broken glass on the bottom not as much shade variation in the glass inspection and quality and Cleary wasn't there with my experience”

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Posted 4 years ago

“Product will not arrive by the time I needed it since you didn’t give any other shipping options, took a couple days to ship and use the horrible FedEx.”

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Posted 4 years ago

Mr. Thompson, Thank you for your review and your order, and we apologize you won't have your order as fast as you would've liked it. Your order was placed on Monday and shipped on Wednesday via FedEx which is what is stated on our website. We're in California and you're in Tennessee, so that is going to take longer to arrive than if we were a bit closer. If customers call us to place their order and request expedited shipping, we can certainly provide other shipping options. But since you placed your order online, we only have one simple shipping rule setup. Although we're disappointed that our posted lead time and customer service is only worth a 2 star review to you, I'm sure you'll be satisfied with the quality of our burner and fire glass overall. Thanks again for your order! Kind Regards, Starfire Direct

Posted 4 years ago

“Not very efficient at describing delivery date and or approximate time”

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Posted 4 years ago

Mr. Carvalho, Thank you for your purchase and review. The Chelsea Anywhere Fireplace product page listing shows a shipping estimate of "3-5 business days". Your order was placed on Monday evening, July 29th and shipped for free the very next day, July 30th. Tracking info shows your order arriving today, exactly 1 week from when you placed the order. It seems that the tracking email didn't process correctly, which is likely why you rated us 2 stars. We'll look into this automation issue. We hope the processing and ship time was satisfactory. Again, thank you for your business and review. Starfire Direct

Posted 4 years ago

“While I received an order confirmation immediately after online purchase, I received no other updates until I called a week later at which point I was informed that it was held up to give me a lower price (still not sure what that new, lower price is) and that my order was now approved for shipping (yahoo!). It’s been almost 2 weeks and I’m still waiting as the links on the shipping update email don’t work Hopefully the new price and quality of the product will pleasantly surprise me.”

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Posted 4 years ago

“Samples so small and have mirror on back of pieces is that how it comes?”

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Posted 4 years ago

It looks like 4 out of the 5 samples ordered were all from our 1/4" collection, which are smaller by design. These come from sheets of tempered glass that are only 1/4" thick, and once shattered, create smaller pieces in kind. 1 of your sample orders was for 1/2" Azuria Reflective. That is manufactured in like manner, starting off as 1/2" sheets of tempered glass. So these pieces will naturally be larger than the 1/4" pieces. Our "Drops" and "Diamonds" are even larger by comparison. We offer different shapes and sizes to better fit into each customer's unique design. Regarding the reflective part of the fire glass; yes, these pieces have a translucent mirrored coating which gives a reflective edge on one side of the fire glass. This will add additional reflection in light creating additional ambiance. I hope this explanation helps! Thank you for your review and order! Starfire Direct

Posted 4 years ago

Starfire Direct is rated 4.4 based on 1,619 reviews