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Starfire Direct Reviews

4.4 Rating 1,619 Reviews

83 %

of reviewers recommend Starfire Direct

Company Reviews

Product Reviews

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

Starfire Direct 5 star review on 6th November 2023

Starfire Direct 5 star review on 18th September 2023

Guillermo Gallardo

Starfire Direct 5 star review on 6th September 2023

Starfire Direct 5 star review on 4th September 2023

Starfire Direct 5 star review on 8th August 2023

Starfire Direct 5 star review on 8th August 2023

128

Anonymous

Anonymous // 01/01/2019

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

“I’ve purchased several products online, I received the $2300 fire pit but the glass media is now expected to be 2 months later than the quoted lead-time. I asked if a different much cheaper media could be sent free of charge as a customer satisfaction, but it’s rejected. I will never purchase anything again from this company.”

Posted 3 years ago

“No shipping date available. The other item I ordered from your competitor was delivered and is already installed. Just for a bag of Fir rocks it takes two weeks ?”

Posted 3 years ago

“The web site is confusing and you don’t even know you ordered anything. No confirmation e-mail. I’m sending it back its not what I wanted.”

Posted 3 years ago

“Received my delayed shipment today and the sample box case is broken. I went on chat to request a new case since content was fine. Thought that would save you money over a return. Sasha on chat was awful. Asked for a pic which I sent then told me she doesn’t think you have more boxes.I am so upset! Who am I dealing with? Then said she was in sales so would refer a case over but they are busy so don’t expect a response for 3-5 days…OMG I am part of an art group with over 500 people and intended to share pics of the glass since most are new and looking for glass contacts…Boy have a changed my mind for something that could of been so simple...”

Posted 3 years ago

Nora, I'm sorry that the case arrived broken. This is why we have discontinued this item. We were having issues with these hard cases cracking. In addition, the manufacturer of these cases discontinued them, so we can't even get more if we tried. I'm very sorry the outer case was damaged. But hopefully the inner cases are still working for the purpose as intended and you can see what glass offerings we carry. I will process a 50% refund ($10.00) on your sample kit for the inconvenience. We hope you still consider us as a referral to your art group friends. Regardless of the sample case, our fire glass is still superior and serves the purpose as intended.

Posted 3 years ago

“I received my fire pit but not the cover that was to be included. I was not notified that this would be shipped separately. I called and they said it was on backorder until the end of September. I shouldn't have to call you! Now I have received an email that the other part of my order, which I did know was shipping separately had been shipped completing my order. No it is not! Really you need to do a better job with communication. I spent a lot of money. The least you can do is keep track of what is supposed to ship and when then let me know.”

Posted 3 years ago

Ellen, We're very sorry you weren't notified that the free fabric cover would be shipping separately. Normally we have plenty of these covers in stock to ship with the fire pit, but this year has been quite demanding on supply chain and we ran out of stock earlier this year. We have plenty more on order, and it would've shipped automatically once we receive our shipment, regardless of you reaching out. I've gone ahead and upgraded your cover to the OW Lee brand cover for your fire pit which is in stock and should ship within the 5-10 business days. We apologize for the inconvenience this has caused you, but we do hope you enjoy your fire pit for many years to come! Starfire Direct

Posted 3 years ago

“It's been a week and my package still hasn't been taken to the USPS office for mailing.”

Posted 3 years ago

Tisch, We apologize for this. Normally, USPS comes to us every day for pick up, but we recently noticed that they haven't been coming at all. We have many shipments that will go out today for sure, while we figure out why USPS stopped coming. Again, our apologies.

Posted 3 years ago

“Table was not the quality we expected and we have not yet received the cover we ordered....”

Posted 3 years ago

“Did not rate you till I see how you handle this, you shipped my part to the wrong address, send me another one,overnight because I need it. I didn't screw up, someone else did! Notified you 24hrs ago, and have not received a reply yet! I would love to give you an excellent rating !!!!! Kary McClain, 763 Summit Way, Blairsville, GA. 30512 706 455 8575”

Posted 3 years ago

“One of the worst online shopping experiences I've ever had. Total incompetence no follow-up and misleading customers is no way to do business.”

Posted 3 years ago

“the worst experience ever...blaming COVID for their shortfalls lack of transparency and absolutely no communication or an update. No transparency and no executive oversight on orders .. We have been waiting on a gas fire pit for over 3 months. And every reply back either via e-mail and or verbal was “I DINT KNOW WHAT TO TELL YOU SIR” no approximation or a solid ETA .. Its like a black hole … The project we intended to finish in the summer is now dragging – Home owner absolutely livid… A disaster of a company to work with …. If there are negative starts to give I would have awarded them”

Posted 3 years ago

“Do NOT order from this business. I purchased a firepit from them in May. It is now September and I haven’t received it. The company has been telling me “it’s in the mail” for months now and I’m beginning to think they may be a fraudulent organization. Buyer BEWARE!!!!!”

Posted 3 years ago

“I ordered on a Friday and cancelled the order with 1 hour (after I found out I didn’t need the items). I completed the online cancel form and even received an email that the form was received. However the following week the order was Still processed and then shipped. Very frustrating as I gave plenty of time for the order to be cancelled.”

Posted 3 years ago

“Have been wanting to return the product I purchased. Starfire direct was prompt in the beginning with the claim, but I have not heard anything since. The product is nothing like in pictures or what was described and charged $150. Fire pit rocks came and they look like small bbq briquettes. Starfire direct is just a middle man and has to contact vender for return. This is the reason for the long wait. Therefore I will not recommend or use star fire direct again. I just want a refund!”

Posted 3 years ago

“Terrible experience. See my yelp review and numerous emails about the complete lack of service and communication.”

Posted 3 years ago

“So far we have not received this product that was going to ship in may . Covid is obvious but all our communication has been us to you . Sadly when things happen -and they do —the customer shouldn’t need to hunt around for the answers or wonder when why and what. [thats my personal belief] people have been wonderful when approached and polite but the fact is we have got many stories and many apologies but no-one has been forward in telling us whats happening. The shipping was explained but I had to make 2 calls to get the tracking and the answers I needed. So far this has been a frighting way to spend up for quality. My request to forward our 15% off on next order was all but ignored.sadly I will call the shipper who may be more forthright with information on when and where and how. Sorry this is so negative [im generally not this person] but I think in this case you have rightly earned this.”

Posted 3 years ago

“Product had to be shipped twice. 1st time damages and missing parts, 2nd time parts still missing, had to go buy parts at store. Communication was poor - I would not purchase again from you.”

Posted 3 years ago

“Terrible service unfriendly staff I had to call the manufacturer direct This company has terrible communication skills very unprofessional the only time they had any sort of friendliness was when you placed the order Don’t expect much from this company”

Posted 3 years ago

“Order never came”

Posted 3 years ago

“The order I made for the Copper Canyon was to be originally shipped in 2-4 which ultimately took 12 weeks. At one point after several calls the status of the order was not even able to be communicated to me. When it finally arrived it was severely dented in multiple locations and was missing the protective cover that was supposed to accompany the order. Definitively not worth anywhere near the $6000 paid”

Posted 3 years ago

“Terrible service. Told multiple times my fireplace was on the way and it has still to show up. Three calls I was hung up on .. will never buy from this company again”

Posted 3 years ago

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Starfire Direct is rated 4.4 based on 1,619 reviews