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

“DO NOT BUY FROM THIS COMPANY! They will not assist you if you need to return any product.”

Helpful Report

Posted 1 year ago

Hello, I am sorry to see you were disappointed with our return policy. Due to the nature of some of our products being made to order, custom-made, and special order products, sometimes this can affect their eligibility for return. I would love to see if there is anything I can do to improve your experience though! Please feel free to reach out to us at customerservice@starfiredirect.com and ask for Amelia. I can of course review your account and see if we can assist you further.

Posted 1 year ago

“I purchased 4 not one but four fire and water bowls!!!! Paid for it since January 2021…. And still have not received my order!!! Not even a damn email or feedback… this is the worst company to deal with… sent numerous emails and no response!!! Refund me my money!!!!”

Helpful Report

Posted 2 years ago

“My order has been delayed for five months. I finally received a phone call last week saying that the order had shipped. This week the order never arrived, so I went to a separate shipping website to try to track the order. The shipping website told me that my shipment had been canceled. yet I received no email or phone call. I now sit here today six months after ordering this with no communication or update from StarFire direct. As far as I can tell the company Has no actual internal operations. They outsource all of the orders to China for manufacturing and outsource all of the shipping to third-party shipping companies.”

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Posted 3 years ago

“Very exceptional products! Highly recommended!”

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Posted 4 months ago

Thank you, Shelly! We're thrilled to hear that you found our products to be exceptionally good. Your recommendation is greatly appreciated. If you ever have more feedback or need assistance, feel free to reach out. We look forward to serving you again! -Starfire Direct Customer Support Team

Posted 4 months ago

“I received the gas fireplace log set yesterday and installed it. Fairly easy installation. It looks and works great. Chip was very helpful in placing the order and the set was shipped quicker than originally promised. We are very satisfied customers.”

Helpful Report

Posted 1 year ago

Hi Larry! Thank you for taking the time to share your positive experience with Chip and our company! We're glad to hear that the installation of the gas fireplace log set went smoothly and that you are satisfied with its performance. We appreciate Chip's help in placing your order and are happy that it was shipped faster than expected. We're glad that we could meet your needs and hope that you enjoy using your new gas log set for many cozy nights to come. Thank you for your business! - Starfire Direct Customer Service

Posted 1 year ago

“Amelia King from Starfire Direct provided excellent and professional customer support. With guidance from the Starfire Direct reps, I ordered three gas log burners and log sets that were competitively priced and appropriate for my fireboxes. As can happen, I ran into a couple of issues for one reason or another. That is when Amelia King, Starfire Customer Service Agent, stepped up and resolved the issues expeditiously. I am happy with my fireplaces and especially the great customer service I received!”

Helpful Report

Posted 1 year ago

“Quite honestly, the ordering process on your website was great. Then, the shipping BS started taking place. We were informed that the two items were shipped stacked on top of each other, which being concrete should NOT have happened. Then, we were told that they were delivering 1/31/22, but never showed. Then we were told they were arriving on 2/1/22 and never showed, then we were told they were arriving on 2/2/22 and never showed, each time without any notification. When we called to find out what was going on, nobody could get ahold of the driver, and now our client is mad because the didn’t get their product on time. So far, not a great experience with Starfire Direct.”

Helpful Report

Posted 2 years ago

“Customer service was fantastic up to the point of sale, but was a bit lacking when it came to keeping me informed about delivery.”

Helpful Report

Posted 2 years ago

“Your website stated that the product would be in early October. It’s now late October and we still don’t have our item”

Helpful Report

Posted 2 years ago

“Poor customer service response on emails , actually none to date about back order items ordered in April.”

Helpful Report

Posted 2 years ago

“DYI, What a great little project, money well spent. Steve was a big help, when it came to figuring out the natural gas stainless Products. This 18” burner will throw a 2.5’ flame on high, when it’s on low, you can have it at 1/2” from the top of the glass. Materials used 18” star fire round ring 24” round pan 50lbs of glass 1/2” key valve 2- 1/2” whistle flex hose 24” stainless lid. Total spent 800.00 an change Granite bought was bought local in PA, 58” outside diameter.”

Helpful Report

Posted 2 years ago

“The online service is usually very people friendly. I love there fuel product.”

Helpful Report

Posted 3 years ago

“We converted a natural gas fire table to propane. Wasn't sure which size orifice to use, but Steven got it right the first time. WOW! Thank you...”

Helpful Report

Posted 3 years ago

“Terrible Customer Service - Purchased Items Quoted by a Salesperson exactly as suggested. Received and paid for a Separate item that was duplicated in the kit - But Starfire says not returns on this item. IT WAS THERE ERROR Bigger error is I am needing a more items and a large outside FirePit - WILL NOT BE USING STARFIRE”

Helpful Report

Posted 3 years ago

“I still have not received my item and the date to ship now has been extended to 12 weeks instead of 6 with no email from you explaining the extension or delay. So while the product may be fabulous I cannot comment on because I have not received it!”

Helpful Report

Posted 3 years ago

“Have not received anything from Starfire ordered on 12/26/20. Your service leaves something to be desired”

Helpful Report

Posted 3 years ago

“Whistle free line was not the fix.”

Helpful Report

Posted 3 years ago

“Starfire over promised and under delivered for me. Was told my fire table would be delivered in 6 weeks. It's been two months now and just found I'll have to wait another month. The only way I found out was by calling them. I get it, it's covid and people are spending money on their house and things are getting delayed. I just wish they would have proactively communicated with me so I would not have expected to have it in time for Christmas. I had to initiate any communication and was told I'd have it by the original date.....which has come and gone. Hey Starfire....do what you say you are going to do. Anyone ordering a product, expect delays.”

Helpful Report

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.”

Helpful Report

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

“We absolutely love our Fire Pit Table! The product itself (Powder Coated 60x32 Rectangle Mill LPT) is gorgeous and gives out great heat from the hidden propane tank. We live in Iowa and two weeks ago experienced an unusaul derecho storm with 85 mph winds. While neighbors lost tree limbs and trampolines, our fire pit table didn't move from our backyard patio. The customer service I received was exceptional - from Steven, Guillermo, Baruch and Jonathan- eveyone was very professional, accomodating and so friendly! We couldn't be happier with Starfire Direct and have advised friends to support this small hard working company who does a fantastic job!”

Helpful Report

Posted 3 years ago

Starfire Direct is rated 4.4 based on 1,619 reviews