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

“Didn't appreciate the sneaky Route Shipping Insurance fee!!”

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Posted 4 years ago

“I had ordered a stop push button switch and was sent out a timer instead. Called explained the situation and it still hasn’t been resolved.”

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Posted 4 years ago

“Bought a ventless burner and upon arrival realized I had bought the wrong size. Tried to get a return authorization and Starfire Direct stated they do not take returns...period. No questions asked. They blamed it on the manufacturer RH Peterson however found that other distributors of this same product do indeed take returns. My advice? Use someone else or even a different manufacturer if RH Peterson doesn't police their distributors better. $300 bucks lost”

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Posted 4 years ago

Mr. Collen, I'm sorry that you're unhappy with your purchase. You had mentioned wanting a different size, but this particular Vent Free burner only comes in 1 size, although there are different BTU versions. Also, the vent free burner that you ordered online is a special order item for us, and the manufacturer (Real Fyre/RH Peterson) doesn't accept returns on this product. We do clearly post on this product page listing that this item is not eligible for returns. This may or may not apply to your order in particular, but by way of further explanation; Vent Free burners in general cannot be resold once burned. These units have an Oxygen Depletion Sensor installed, and any returns need to be retested and certified so they can be refurbished and resold. As you can imagine, this is a costly endeavor for the manufacturer which is why they do not allow returns on Vent Free products in general. Warranty claims are obviously valid, but exchanges or returns on VF items won't be honored by the manufacturer. Thus, we are unable to honor your request. We sincerely apologize for any frustration this may have caused you. Starfire Direct

Posted 4 years ago

“threw it out - glass burned, cracked and frankly was "cheap".”

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Posted 4 years ago

Mr. Anderson, I'm sorry that you had a bad experience with our product. I see you ordered 5lbs of Red Reflective Fire Diamonds, which have a lifetime warranty. It may be too late to suggest this since you threw them out already, but perhaps if you took pictures and send to us, we can get you a replacement order? Also, please reach out with information on your burner setup. Since we didn't sell you your burner, it's impossible for us to know how you installed your fire glass. If improperly installed or used with a burner system that is non-compatible, it is indeed possible for fire glass to fail. Our number is 866-578-8538 if you'd like to reach out to discuss further. We're here to help. Thanks! Starfire Direct

Posted 4 years ago

“I ordered 2000 dollars worth of “spheres” no where did it say some of them would be half spheres... now I don’t have enough to finish the job I will not be purchasing with you company again”

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Posted 4 years ago

“I put an order in over a week ago and have not been updated on its progress. I did get the free cards which only makes it more frustrating that I don’t know when my fuel will arrive.”

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Posted 4 years ago

Mr. Siewert, According to FedEx tracking, the fuel portion of your order was delivered yesterday. Our system also shows that 2 separate tracking emails were sent to your email address on file on 11/12/19, 4 days after you placed your order. Is it possible that our emails landed in your SPAM folder? We sincerely apologize if you feel frustrated due to a lack of communication, but I can assure you we did send off the emails. Please let us know if we can assist further. Starfire Direct

Posted 4 years ago

“Product not as advertised. My fire place burner showed that came with a safety pilot it shipped without one. Be aware they'll change the product description fast on their website.”

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Posted 4 years ago

Mr. Qafleshi, Thanks for taking my call today. I'm sorry that you are unhappy with your purchase. As mentioned, you didn't pay for the safety pilot upgrade, which is why we shipped you the burner system without the safety pilot you're requesting. The control you want is an additional $128.35, we offered this for only $100 as a courtesy, but you wanted for free which we cannot offer. The listing has a section called "What's Included" which clearly states what is included. It then goes on to mention that the controls are available as an add on purchase. Again, we apologize if you feel that we misled you. Although we are constantly making improvements to our site for a better customer experience, I can assure you that we didn't change the description on on this product just to avoid your claim. Kind Regards, Starfire Direct

Posted 4 years ago

“I received the shipment of 20 lbs but it seemed like the amount i received in lava rocks was not what i expected”

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Posted 4 years ago

I'm sorry that you aren't happy with your purchase. It's common for customers to purchase a "weighted" measure of product, only to find themselves disappointed in what they received because they thought it would be more than what they got. But I can assure you we did in fact send you 20lbs of lava rock, which will only cover around 1-2 square feet. Most fire pits will hold anywhere from 50-200lbs of lava rock, depending on size. I hope this info helps! Let us know if we can be of further assistance.

Posted 4 years ago

“Unacceptable”

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Posted 4 years ago

“The firepit kit we ordered came with the wrong size valve and lines for a 48” firepit. Really unhappy that this kit is set up for failure. There is no way for the tiny gas lines to be able to feed the insert.”

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Posted 4 years ago

Matt, The valve and flex lines are sized properly for the 42" ring that was provided. The flex lines that were provided are the largest CSA approved "whistle free" flex lines available. The only CSA approved flex lines larger than this are not "whistle free". We assemble many fire pits using these same fire pits with great success. It's possible that if you're getting a small flame, the gas line itself is undersized. But if you're not satisfied with the connection kit that was listed with this burner kit, we can certainly exchange the key valve for the 3/4" key valve. It may help a little. https://starfiredirect.com/collections/fittings-parts/products/starfire-designs-straight-decorative-gas-key-valve-kit?variant=29535244025942 Please let us know what you would like to do.

Posted 4 years ago

“Our firepit cover came damaged. I responded with an email but have yet to hear anything back. It cost $500 and I’d never buy from Starfire again based on the lack of response. And, while ordering, there was a free gift option which did not work online and kept trying to charge me for the gift. While the service person online solved the problem, it took longer to receive the invoice and I had to go back online and re-enter the entire order.”

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Posted 4 years ago

Mr. Bates, Thank you for your review. I'm sorry that you had problems with your order. I see that a case was made on 8/26 and you are working with our customer service department to solve this shipping damage problem. Although we take great care to package products in a way that can prevent shipping damage, shipping carriers can be rough on packages and damage can occur regardless of these efforts. I'm sure you know this, and we appreciate your patience in this matter. We will do our best to help solve this. Thanks!

Posted 4 years ago

“Got shipment reversed. Supposed to have 40 lbs Azuria, 20 lbs electric blue. Order reversed. very disappointed. Don’t want to get into return hassles when Mitch totally understood my order and has email to prove it. We need the other 20 lbs of Azuria but we didn’t do anything wrong and I’m not hassling with returning. Extremely disatisfied in disconnect between Mitch and shippers. Jay Coleman”

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Posted 4 years ago

Mr. Coleman, Thank you for your review. We agree with you, your order does indeed show 20lbs of Electric Blue and 40lbs of Azuria. Please see the attached picture of your order before it was shipped out. It appears we shipped exactly what you ordered. Regardless, if you're unhappy with the color, we'd be happy to make an exchange at no charge to you. Please reach out if you'd like to initiate the exchange. Thanks! Starfire Direct

Posted 4 years ago

“PRODUCT WAS ONLY 8 OZ. EXORBITANT SHIPPING COSTS PUT AT $1.40 OUNCE. TERRIBLE VALUE AND INSUFFICIENT AMOUNT FOR FIRE PIT. I WILL CHECK HOBBY LOBBY ETC.”

Helpful Report

Posted 4 years ago

Mr. Archer, Thank you for your order and review. I see that you ordered 1lb of Clear Fire Drops for $4.25 plus .75¢ tax, and you paid our flat rate shipping fee of $7.95, for a grand total of $12.95. We apologize if you consider this shipping fee too high. To confirm, we do offer free shipping on all orders over $99, but charge this small $7.95 flat rate shipping fee on all orders under $99. Since your order was $4.25, you incurred this reasonable shipping fee which allowed us to ship your order via FedEx 2 day air which arrived the same week you placed your order. Had you ordered more than 1lb of fire glass, your shipping rate would've stayed the same, thus costing you less per oz. Although nobody likes to pay shipping fees (myself included), having a minimum order value for free shipping helps cover these hard costs. This is quite common for most online stores. Most fire pits will use substantially more fire glass than 1lb (approx. small handful), and for this, we recommend using our online "Fire Glass Calculator" to help determine how much you will need. If you still need more fire glass for your fire pit project, please give us a call to place a new order and we'll waive the shipping fee. Regarding your shipment having only 8 ounces of fire glass instead of the 16 ounces that was ordered; this is an item that we weigh, package, and ship directly from our headquarters. Typically when customers order smaller quantities, we literally "weigh" on the side of caution giving our customers MORE than what they ordered, not LESS, to help provide our customers a better shopping experience. To ensure accuracy, we use digital shipping scales that give an exact weight down to the milligram on every single fire glass order, so we are surprised to hear that your order shipped with less than ordered. Regardless, we'll process a refund for the entire $5.00 of the fire glass portion of your order. We hope this gesture helps earn your business back, as we would hate to lose it to a big box store like Hobby Lobby. Also keep in mind that stores like this typically sell "decorative" glass that will pop and explode in fire pits. For your safety, and that of your family, no matter where you decide to purchase, please make sure that you use fire glass meant for fire features. Not all "glass" is created equally. Kind Regards, Starfire Direct

Posted 4 years ago

Starfire Direct is rated 4.4 based on 1,619 reviews