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

“All these are are glass stones you pay $40+ for that could be purchased at most dollar stores. They do not add much color to a fire. I am very disappointed.”

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Posted 3 years ago

“The largest log came with pieces broken off”

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Posted 3 years ago

“So the synopsis I get from reading these reviews is the glass is prone to cracking or exploding and the manufacturer takes no responsibility for this unless you’re using the glass in a fire pit sold by them. However, the website and videos claim the glass is tempered not to do this. There is no claim that you have to use their fire pits that are supposedly designed specially for use with fire glass. I suppose there is some validity to that statement but you can’t tell me this is true in all the cases I’m reading. Deal breaker for me....I won’t be purchasing this glass to put in my $500 fire table purchased from Lowe’s because I don’t know that’s is designed for your glass. Right...”

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Posted 3 years ago

Jason, Thanks for your review. The truth is that it's very common for customers to build their own fire pits with burners being installed wrong with rock or other unique DIY techniques that are not professionally endorsed. This can create overheating of the fire glass which causes it to crack, melt, or explode. This would be true of any brand of fire glass, not just ours. This is why we have limitations in our warranty, since we can't always know how customers install their burners. However, if a customer were to call us and ask us for our advice, we are able to give good tips to avoid these issues and if installed properly, even if they didn't buy the burner from us, it is covered under warranty. The $500 fire pit from Lowe's should be fine to use with fire glass and your warranty would not be voided. I would suggest not using the lava rock with the fire glass. Hope this helps.

Posted 3 years ago

“I your in the slightest hurry don't order from these guys 2 weeks to even ship. No communication no letting me know if it was backordered or what.”

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Posted 3 years ago

Kent, Thank you for your review. It looks like your key valve and air mixer is shipping today. Our apologies for not letting you know there would be extra holiday delays, but we appreciate your business and patience. Cheers!

Posted 3 years ago

“It took three months to receive my order. I talked to Trisha several times and feel the problem was the vender could not supply the order to Starfire. Your employee Trisha was very helpful. “all is well that ends well””

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Posted 3 years ago

“I gave you a POOR rating not because of my most recent purchase, but of a purchase from August. One item was not shipped because it was on back order. When I called in October I was told that it would be in stock and shipped in early November. Well it’s almost December and nothing”

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Posted 3 years ago

Anibal, Thanks so much for your review. I see that we shipped all of the items that you've ordered except for 10lbs of 1/2" Azuria Reflective fire glass. This has been back ordered for several months. However, our shipment is arriving later this week and your order is scheduled to ship once received. If you would like something sooner, we can always switch you to something that we have in stock or can cancel this part of your order. Otherwise, if you are fine waiting just a bit longer, we will ship this out once received. Our apologies for the delay. This was genuinely out of our control. Starfire Direct

Posted 3 years ago

“It took a month to receive items. They should give a more accurate date for ETAs.”

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Posted 3 years ago

Roberto, Thanks for your review. Yes, your order took approx. 1 month to receive since it was a special order log set. This is clearly outlined on our website. Current posted lead times for your log set are 6-7 weeks. We typically stock this log set in 18" & 24" single sided configurations, not 30" see through configurations. Hence the longer lead time. Our apologies if this wasn't more clear to you when you placed your order, but we hope that you enjoy your log set and it looks great in your fireplace! Cheers! Starfire Direct

Posted 3 years ago

“When I ordered the built-in grill Sept. 24th online the promised delivery date was 1-2 weeks. The grilled was delivered October 29th with 4 colored sheets of Warnings that we didn't know when designing our grill island. The specs on the 24" T Series built-in grill did not mention vents should be incorporated in the structure the grill would fit into. We had to modify the already built stone structure. The airflow direction was not mentioned in the installation requirements when we ordered the grill. You did not meet our expectations. There is not a phone number listed to contact you so you can fix it. You can call me at 616-940-2745.”

Helpful Report

Posted 3 years ago

Julia, Thanks for your review and letting us know the surrounding issues with your order. Sorry for the delay with your AOG grill. Normally, these do ship in 1-2 weeks. But with the surge of orders this year, the lead time has since gone up to 7-8 weeks. We did not receive this update by the time you placed your order, hence the timing discrepancy. We have since updated this lead time our site for other customers. Regarding the ventilation, this is quite common with all grills. Ventilation is always required. I see your order was placed on our website, so we're not sure if you actually spoke to one of our sales reps or not? Here's a link to all of the owners manual information that you might find helpful: https://www.americanoutdoorgrill.com/professionals/catalog-and-manuals/

Posted 3 years ago

“While I do appreciate the efforts of Baruch to rectify our situation (damaged fire pit, then long delay because of supply chain issues), I cannot rate our experience with Starfire in a positive light. Because of poor workmanship/not being careful with our first fire pit (large damage/scratch along the copper surface), we suffered almost a 2.5 month delay, pushing our backyard project extremely off schedule, resulting in our inability to use our patio/fire pit area before inclement weather set in. The fire pit itself looks amazing, and after we get it hooked up, I’m hopeful that it will be a wonderful addition to our yard. I will say in fairness that at least Starfire offered us whatever fire glass we wanted as partial compensation for the delay, but it was a very frustrating experience trying to get status from the customer service team at Starfire, and when I tried escalating to the manager (Audy), I never received a call back directly from him. I hope this was an anomaly in their customer service situation partially caused by COVID-19, but it was still not a good experience.”

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Posted 3 years ago

Guy, Thank you for your review. We understand how frustrating this has been for you, and all we can say is we're working every day to improve. This year has really been difficult to manage due to all of us working from home, the huge surge of orders, not having enough inventory, and the increased call volume. We've also seen our shipping carriers struggle with the demand with increased freight damage and lost shipments. Needless to say, things are far from normal this year. The delays are very unfortunate and we are working hard to get more inventory. We hope you give us another shot for future projects. No doubt we'll hit the mark for you. We do sincerely appreciate your business and your patience while we work through these challenges. Starfire Direct

Posted 3 years ago

“I received delivery and the package was busted up and re-taped multiple times. I'm saving it for the installer to open to make sure the fire pit burner is ok. So far disappointing, but hopefully the product isn't damaged. I have pictures of the box to send to you as well”

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Posted 3 years ago

Hi Paul, Thanks for your review. I see you ordered 1 x 30" fire ring. Obviously we did not ship it like that. It sounds like FedEx made those mistakes and tried taping it up. Due to the huge surge of online shopping this year, we have noticed many instances similar to yours with shipping companies. This is beyond our control! But if something is damaged or missing, we will ALWAYS make it right. Please consider viewing us as separate from these shipping services, as we are different than FedEx and must use these services to ship products.

Posted 3 years ago

“The guy on the phone was courteous and helpful, (thus, the only reason you got 2 stars...) your office is about 1hr 15 minutes from my town, so, why it takes 7 _10 day to ship let alone fill an order is way beyond my comprehension. A freaking burner kit? It took 3 days to get my fireplace screen from back east, (not Amazon) so you've no excuse for taking so long. Bad business.”

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Posted 3 years ago

“The experience with Starfire Direct was amazing, up until the delivery time. I got an email from Starfire Direct that I need to inspect the contents of the package for damages, before I let the driver leave. However, when I actually told the driver the same, he was, let's just say very very confrontational. He told me that I need to sign immediately and let him go. He threatened me that if I don't sign right that moment, that he will take the package back. I don't understand why Starfire Direct would work with such companies like "R&L carriers" who don't respect their customers. Overall, unacceptable experience.”

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Posted 3 years ago

“Before ordering I talked with a sales person who walked me though all the parts I would need to build a firepit. I was assured the parts would arrive in roughly a week. It took about two weeks but two packages of equipment did arrive. As I unpacked everything though, I found out that one piece was out of stock and a hand written note said it would arrive in two weeks. I called and was told it would take another week to get back in stock and then another week to ship it to me. I pointed out that the website said the part was in stock and in the end it was shipped to me with two day shipping and arrived today. I also ordered a 60" propane tank line in my original order but a 36" line was delivered with no message as to why. When I called I was told the 60" was no longer available and if I wanted that length I would need to source it myself. The person I talked to suggested Amazon which I used (which was cheaper and delivered in one day). A ticket was opened in order to get a refund on the 60" line, but I have heard nothing since it was opened on 9/21. The parts I have received do seem to be very high quality though.”

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Posted 3 years ago

“Product is nice, however it took months to get everything. Even when I pointed out I was missing part of my order, which took months to come in, they said it will take even more time to get my product in. They said another month: The poor shipping and extended time for delivery made this experience less than desirable. I wouldn’t buy from here again.”

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Posted 3 years ago

Jennifer, Our apologies for the delays. This year has been incredibly busy for us and our suppliers with everyone being home and fixing up their yards. In addition, lead times have greatly increased due to COVID shutdowns. This particular fire pit is shipped directly from the manufacturer and we have no control over their inventory, and lead times are whatever they provide us. We know how frustrating it can be to wait as long as you had to, so for that, we are truly sorry. We do hope you give us another shot in the future once both us and our suppliers have worked through these supply chain issues. We do appreciate your business and hope you enjoy your new fire pit for many years to come. Starfire Direct

Posted 3 years ago

“When I called with a few initial questions, the sales person said to call him back directly and he could give me an additional discount because of month end. He never returned my call. The order took double the time quoted to get my firepit (order June 4 and received it 08/30). And to find out the status of my order, I had to place several calls, left messages and no one ever returned my call. The only positive about Starfire is the firepit finally arrived yesterday and it was packed very well. Definite customer service issues.”

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Posted 3 years ago

“It was disappointing that the fire place didn’t arrive for nearly 4 months with hardly any communication about the ETA. The delivery people only brings the item to your curb... had to hire movers... ultimately I am very happy with the fireplace but I will probably not order from this company again.”

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Posted 3 years ago

“Our order was missing the ignition pin and starter button for the fire ring. And we do not have a ship date on when we will get it. Mitchell did a good job on the order but does not have a commit date on when we will get the parts to complete our kit.”

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Posted 3 years ago

“I have received several emails over the past several weeks that say my order has been shipped but I still have not received it as of today.”

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Posted 3 years ago

Hi Dennis, I just saw your review that said you haven't received anything from your order yet? To confirm, FedEx shows that the fire ring was delivered on 7/7/20, and we show that the fire glass is in transit to be delivered Thursday. The ring shipped shortly after you placed your order, but the fire glass was backordered. We finally received our inventory about a week ago and have been fulfilling back orders. That's why we had to ship it on 7/31. I hope this helps! Thanks!

Posted 3 years ago

“Product setup as advertised and looks like good quality but the noise from whistling is nauseous. We'll be looking for another solution.”

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Posted 3 years ago

“I wasn't informed of possible delays in shipping until after I had paid for my items. There was no communication about shipping and on the Contact Us page it stated that emailed questions wouldn't get a response for 3-5 business days.”

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Posted 3 years ago

Starfire Direct is rated 4.4 based on 1,619 reviews