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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered emerald green glass rocks and got something completely different. Some sort of sea foam green. Awful.”

Helpful Report

Posted 3 years ago

Patricia, We see that you ordered 1lb of 1/2" Cobalt Reflective and 1lb of 1/2" Evergreen Reflective. Can you send us a picture of what you received? If we shipped the wrong item, rest assured we will take care of it. Starfire Direct

Posted 3 years ago

“Fire pit cracked on first use. Promise of replacement never happened.”

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Posted 3 years ago

“Its been two weeks and still haven't seen the part... my customer is very upset with me that I haven't fixed their firepit yet.”

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Posted 3 years ago

Chuck, So sorry about the delay. It seems one of the shipping agents at American Fire Glass made a shipping error. It has been corrected and will ship out today.

Posted 3 years ago

“Not willing to work with me and saying I need to pay a restocking fee when it’s a direct ship from the mfg and it’s the mfg poor spec sheet that created the error!”

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Posted 3 years ago

“Overall customer service was not good. We ordered a firepit that showed in stock, but didn't receive it for two months. It ended up being backordered and no one reached out. I had to follow up several times to get answers on our order.”

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Posted 3 years ago

“Very dissatisfied with # of gems delivered would not even cover bottom of standard propane fire table”

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Posted 3 years ago

Terry, Thanks for your review. I see that you only ordered 3lbs, which would only cover approximately 8" diameter x 1" thick. Here's a link to our Fire Glass Calculator: https://starfiredirect.com/pages/fire-glass-calculator This tool helps our customers determine how much fire glass they will need for their project.

Posted 3 years ago

“I have received nithing”

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Posted 3 years ago

Sorry for the delay, we see that your order has been delivered. Thank you for your business!

Posted 3 years ago

“I feel like an idiot. I will never buy another product from this business. I bought specifically from this site based on their product description and claims of superiority. Spent more money to do so. Fire ring that showed up is NOT EVEN CLOSE to the one described on the site. NOT the ring I put in my cart. Could have got this piece of trash from Amazon for cheaper and it wouldn't have taken two weeks to get. Couldn't be more disappointed. I will be contacting them today to try and get a refund.”

Helpful Report

Posted 3 years ago

Brian, Thank you for your review. It looks like a mistake was made when shipping out your fire ring kit. Not to worry, we can return the wrong item that was sent and send out what was intended. Our apologies for the mix up. Easy fix, we'll get this taken care of for you. Starfire Direct

Posted 3 years ago

“Terrible service”

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Posted 3 years ago

Bill, I'm sorry you had a bad experience. I see that you ordered this item through our online store on Monday, 5/18/20 and tracking shows it's to be delivered today, on 6/1/20, exactly 2 weeks from the time you placed your order. We apologize that things are taking longer than normal, but due to COVID-19 we have supply chain limitations and things are taking a bit longer than normal. This should've been communicated in the email that we send to all customers right after their purchase. We hope you understand and enjoyed the many free resources we include on our site for your convenience. Starfire Direct

Posted 3 years ago

“I ordered a 1/2 inch hose and starfire sent a 3/4 inch hose.”

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Posted 4 years ago

Common mistake that people make is they use a tape measure to determine their fittings. Unfortunately, fittings don't work like this. Similar to buying a "2x4" board, which actually measure 1.5"x3.5". Our 1/2" fittings are indeed correct when used for the technical standard. Perhaps you ordered a 1/2" hose for a 3/8" hose? Of course, we are referring to technical terms here. Feel free to return the hose if you'd like to order a different size. Make sure to call our sales team for advice on these matters. You can always send a picture if you're unsure.

Posted 3 years ago

“I ordered 3 of the glass rock and only got one small bag.”

Helpful Report

Posted 4 years ago

Mr. Foreman, Thank you for your review. I see from your order that you only ordered 4lbs of Fire Glass Diamonds. You received exactly what you ordered. It's not uncommon for customers to order less than what they need, as it can be difficult to speculate how much fire glass is in 1lb. To help with this, we offer a Fire Glass Calculator that may be of use: https://starfiredirect.com/pages/fire-glass-calculator I hope this info helps. Thank you for your business! Starfire Direct

Posted 4 years ago

“I wanted black lava rock, 1" for my yard. Just to fill in spots. Price I didn't think was bad for a 50lb bag. I got the bag, put it in the backyard, and dumped it out. It's not 1" it's 2" plus I really should have ordered 1/2". I called customer service and was given no options how to resolve this issue. Thought I received the wrong bag. I was told to put this new rock underneath the old rock so it doesn't show. No can do. I'm not happy with this purchase and I won't be buying anything else from them or recommending them to anyone. Sorry to be the only down in the group.”

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Posted 4 years ago

“Interrupted my day with a phone call to tell me I was stupid. THEN, they interrupted my evening just now trying to 'fix' the problem, called me Mister, and informed me once again that I was stupid. Fuck this company's customer service, seriously.”

Helpful Report

Posted 4 years ago

Mr. Wellman, We apologize that our phone call gave you that impression. That certainly was not our intention. We value you as a customer and would never think that of you. Your order only had 5lbs of fire glass on it, and often times, customers order too little having not seen what 5lbs looks like in person. Since this was your first order with us, we took the liberty of calling you to offer some suggestions. Having processed thousands of similar orders over many many years, we actually find that most of our customers appreciate our follow up call to lend our advice on, what can often be, difficult products to understand. By doing this, we receive fewer post sale customer service issues and happier customers. No doubt you read some great reviews about our company prior to ordering that back this statement up, which is due to our open and honest communication with our customers. Again, we're sorry that you took our call as being negative. That was not our intention. We hope you have a pleasant afternoon, and thank you for your business! Starfire Direct

Posted 4 years ago

“Unfortunately it did not solve my whistling problem.”

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Posted 4 years ago

“I ordered lava rocks that were supposed to be between four and 6 inches in size these things are almost equivalent to a bag you would buy at Home Depot to go ln a grill very disappointing somebody’s tape measure is broke.”

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Posted 4 years ago

“I ordered MEDIUM lava rock for my firepit. I received very small broken up pieces and lava dust. Cannot use. I wanted MEDIUM lava rock 2-3 inches in size BLACK.”

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Posted 4 years ago

“ordered a replacement burner, stainless steel, paid for my order, and did not order anything else (didnt NEED anything else for the moment),, the next day got phone calls and emails from the company, and talked to their rep. He wanted to sell me glass for the fireplace,, I didnt want any, and that same day MY ORDER WAS CANCELLED (??) and.. there was no email, or notification.. what gives?? you would NOT call this customer service.”

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Posted 4 years ago

“Still haven't received my product and communications regarding status has been very poor. Your company was recommended by RealFyre for a source of their product but my project is still delayed because I haven't received a key component. Lesson learned!”

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Posted 4 years ago

Mr. Nichols, Thanks for your review, and for taking my call today. It looks like your order did in fact ship last week and is scheduled to arrive tomorrow. But our communication emails have not been getting to your inbox for some reason. I've resent the order details from a different server for your records. Please let us know if there's anything else we can assist you with. Thanks! Starfire Direct

Posted 4 years ago

“Package delivered with lost items in it! Bad experience with company!!!”

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Posted 4 years ago

Mr. John, I'm so sorry that FedEx lost your items. These types of things happen from time to time and are completely out of our control. I do see that you reached out to our customer service department and the replacement fire glass has already shipped out. We hope that our service after the issue shows that we were quickly able to resolve the problem, and that we do care about your business. Starfire Direct

Posted 4 years ago

“Hello Case #3776 I would love to know if this could be resolved expeditiously, I was looking forward to having my fire pit available for a memorial repass by January 30. I had my plumber here to install the fire pit and discovered the missing items please please help me in either shipping the parts that’s needed or maybe I can purchase and get reimbursed for buying them at a local distributor in LA if you know a company that we can purchase it”

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Posted 4 years ago

Starfire Direct is rated 4.4 based on 1,619 reviews