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

“No communication or reason for the delay in shipping. Had to call in after two weeks of no information.”

Helpful Report

Posted 3 years ago

“Two serious problems. However, your staff was great. Steven is customer service was extremely helpful. 1. I was emailed that one component would take 5-6 weeks then it appeared in the first week. I had completed an alternative. This shipping, inventory, etc. issue might be a serious option. 2. When I hit the star button to request a return call, it never was returned even after many hours or a day. So I learned to simply stay on the line for 15-40 minutes. Star option was worthless. 3. Products are great; Steven is smart and thoughtful. Production-inventory management/tracking is an issue.”

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Posted 3 years ago

“Wish you had warned me about delays before I committed - not sure if it would have affected my decision but it wasn’t clear to me”

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Posted 3 years ago

“There were scratches and rust all over the product, plus the build instructions were terrible. For something so flamable and dangerous, it should be really thorough and with more detaill. Over all not to too happy especially because the price was really expensive. You would think they would provide better care for a product at this price.”

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Posted 3 years ago

“Hard to rate when my items haven’t shipped yet.”

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Posted 3 years ago

“Nice product, but why does it take 7-10 weeks for delivery? I asked and was told “that’s company policy.” What does that even mean?! My fire glass was shipped right away, so I got to look at it sitting in its box for two months until my burner arrived. :(”

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Posted 3 years ago

“Our driftwood “logs” are nice and mostly what we expected. The one problem is that they are all turning very black wherever there is a flame. I’m not sure this is how they are suppose to burn, but the black soot looking appearance takes away the nice look of the driftwood. I understand some discoloration, or burnt look, but this is excessive and not natural looking. Im not sure we will use them for very long and that makes me sad. Thanks for the prompt service though.”

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Posted 3 years ago

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Posted 3 years ago

“I ordered the sample package and only one was labeled. There is no record in my account of which ones I ordered so I could try and match them up. I understand shipping is slow these days but it did take 12 days to arrive.”

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Posted 3 years ago

“I guess your service was acceptable due to the Covid-19 pandemic our country is in. Just took a long time to get my order. I'm your service has been better and will be better in the future. I'm happy to finally be getting my order. Thanks, Sammy Hart”

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Posted 3 years ago

“Was not pleased at all with the delay in getting our order shipped.”

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Posted 3 years ago

“Shipping delay was not pleasant, I had to reach out multiple times to get an answer. I would’ve appreciated more updates.”

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Posted 3 years ago

“Whistle free line was not the fix.”

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Posted 3 years ago

“It has taken over two weeks to get the cover shipped and I still don’t have it. Hopefully when it finally arrives I will be satisfied with my purchase.”

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Posted 3 years ago

Hi Gary, Your cover is a special order item from O.W. Lee and takes a little longer than normal to ship. However, it did indeed ship and you should receive it by tomorrow. Thanks! Starfire Direct

Posted 3 years ago

“I had a very difficult time canceling an order that was listed on my account as infilled. The item was sent to me and I had to go through the hassle of returning it. Now I’m waiting for my refund.”

Helpful Report

Posted 3 years ago

John, Thanks for reaching out. I see you ordered your fire ring on Sunday 1/10/21, and we shipped it on Tuesday 1/12/21. Unfortunately, once it shipped we couldn't cancel it without the hassle of returning it. I also see that we provided a return label. Please complete the return and we'll issue the refund as soon as it's received. Thanks! Starfire Direct

Posted 3 years ago

“I haven't yet received samples of fire glass. I've already purchased what I need from another seller who didn't charge me $7.95 for "shipping & handling."”

Helpful Report

Posted 3 years ago

Ann, You ordered your samples on Thursday, 12/24. We were closed on Friday 12/25 (like most companies) in observance of the national holiday. We returned to work on Monday, 12/28 and shipped your free samples on Wednesday, 12/30. These are scheduled to arrive on Monday, January 4th. The lead time on our site clearly says that the free samples ship in 7-10 days. However, your order shipped within 6 days including the holiday and weekend. It's unfortunate that you believe our service to be awful, but it is reasonable to expect shipping delays during the holidays. We wish you well. Starfire Direct

Posted 3 years ago

“So Far So Good. Unusual getting a survey before I get the product.”

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Posted 3 years ago

“Waiting on order. Talk soon. Update: order received. Order correct and in good shape. They hound you even more for reviews once you get the order.”

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Posted 3 years ago

Burt, Thanks for your review. I see your order was placed on 12/3/20, shipped the next day on 12/4/20, and was delivered on 12/7/20. We hope this quick turn around helped you with your project. We have many tutorials and videos to help you install your propane air mixers properly. Hope this helps!

Posted 3 years ago

“The clear fire glass was not clear, it was blue. It is definitely not the glass used in the sample video for that color. We didn't end up using it. We went to Lowes and bought it. The burner worked as intended though.”

Helpful Report

Posted 3 years ago

Todd, Thanks for your review. We do our best to show fire glass as true to life as possible. Clear will have a greenish or bluish tinge to it. A true clear is referred to as "Starfire" or "True Clear". This style of clear has the iron removed from the glass which removes the greenish tinge. I see you are a local customer. If the product is still new and unused, feel free to reach out to start the return process. If you drop it off, we can waive all fees for a 100% refund. Sorry that our product didn't work out for you!

Posted 3 years ago

“When we place the order, the delivery was set for mid-Oct. As soon as we placed the order, delivery changed to mid-Nov. Finally we got the delivery in Nov. The packing was a makeshift and not a proper designed for the parts we ordered, Anyway, just recently we had the contractor installed the burner in the fire pit and informed me that the spark plug is broken.”

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Posted 3 years ago

Huseini, Thanks for your review. Our apologies for the delays surrounding your order. It's been difficult to project inventory this year due to the high demand. But we're glad it was all delivered okay. Regarding the igniter, I see there is an open case in our system. Please send us a photo of the damaged item so we can get you a replacement shipped out right away. Thanks! Starfire Direct

Posted 3 years ago

Starfire Direct is rated 4.4 based on 1,619 reviews