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

“Very poor customer service and experience with Steven Kinsey. If you want to avoid being belittled with return policy comparisons to Best Buy over a product defect I would recommend another supplier.”

Helpful Report

Posted 4 months ago

Dear Tony, We appreciate your feedback, and we genuinely apologize for any frustration you've experienced. We understand the importance of clear communication, and we want to address your concerns publicly. Firstly, we acknowledge your construction timeline challenges, and we genuinely regret that you've encountered difficulties with our product (The glass wind guard for our Beton Fire pit). Your satisfaction is our priority, and we want to assure you that your feedback is taken seriously. Regarding your request for a return, we want to clarify that our return policy is in place to ensure fair and consistent treatment for all our customers. As we've mentioned before, we are beyond the standard 30-day return window due to the time elapsed since your order was delivered. As stated before, your order is more than 60 days past the 30 day return window (90+ days from delivery). We even mentioned that we have made exception returns in the past when our customers were just outside of the return window; but in your case, this would not apply, based on the facts above. The comparison we made with another retailer (Best Buy) was an opportunity to find common ground; we regret to hear that we were not able to find common ground in your case. We acknowledge your preference for a refund, and we genuinely regret any inconvenience caused. However, we would like to reiterate our offer for a warranty replacement. This process involves an inspection to confirm the issue and ensure we provide you with a product that meets your expectations. We value your cooperation and would be more than happy to guide you through the warranty replacement process. If you could share photos of the wind guard set up as previously requested, we can expedite the resolution process. Thank you for your understanding, and we remain committed to resolving this matter to your satisfaction. Best regards, Steven Kinsey Starfire Direct Customer Service customerservice@starfiredirect.com

Posted 4 months ago

“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

“very hard to navigate and get deleivery info poor website”

Helpful Report

Posted 2 years ago

“I ordered a Prism hardscape Pentola 3 at 26" on 11 September 2021. 12 weeks delivery estimated. On 11 March 6 months and 26 weeks later, a Pentola 1 model arrived at 28" height.”

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Posted 2 years ago

“very disappointed. my order still has not arrived and nobody returns my emails.”

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Posted 2 years ago

“Very Poor. I ordered a fire pit 4 years ago and I still love it today. The cover didn't hold up so I ordered a new one last week. The cover arrived and was not at all pictured. The photos and description was tan and it was the same one I got 4 years ago. What I received was a grey one and a totally different type of cover with draw strings. Called customer service and was on hold for 20 minutes and was told to leave a message. They never even called back. Sad as I love the fire pit.”

Helpful Report

Posted 2 years ago

“Called since our balls were broken and had imperfections and the remote would not work out of the box and they said sorry have to call the manufacturer to figure out why they don't work. The rep I spoke with was unfamiliar with our products as well and keep saying need to call the manufacturer. I should have purchased everything directly through the manufacturer since they were so helpful, intelligent on the product and nice.”

Helpful Report

Posted 2 years ago

“Still waiting on 1/2 my order that was placed in September 2021. They keep giving ship dates and when that doesn’t happen they don’t communicate.”

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Posted 2 years ago

“I still have not received my glass Poor service.”

Helpful Report

Posted 2 years ago

“3 month back order with very poor communication. R&L carriers was supposed to deliver today, but rescheduled without telling me. Very disappointed in unprofessional customer service from both supplier and shipper.”

Helpful Report

Posted 2 years ago

“I was charged and never received my order.”

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Posted 2 years ago

“I have called and left messages 6 times and nobody has returned my call! !! I ordered this the last of November and have not received it yet!!”

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Posted 2 years ago

“I ordered months ago and you’re getting ready to ship, Ridiculous”

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Posted 2 years ago

“they sent my fire bowl to another state. I have yet to get an update on a delivery date when it was delivered it was damaged”

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Posted 2 years ago

“Can't review something I don't have. When I ordered my firepit I was told to expect it in 3-4 months. Ten months later I still have not seen it. I received an email saying it shipped and that it would arrive in 3-6 days. Two weeks later and I'm still waiting. All this time they've been holding my money, which I would have earned over a $1000 on by now.”

Helpful Report

Posted 2 years ago

“It’s been two months and I still don’t have a product my fire pit. The first one came 6 weeks after I ordered it and it arrived damaged. I’ve asked several times for a refund but I keep getting the run around. DO NOT order from the company.”

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Posted 2 years ago

“I ordered the SKU that was on my firepit order. I ordered Tan and I received Gray and it doesn't fit my firepit.”

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Posted 2 years ago

“After being told our firepit would be complete and delivered to us in 12-16 weeks, it did not arrive for 8 months or 29 and a half weeks!! During this time we continued to receive advertisements for the exact firepit that we had ordered. There was little communication and when I was finally able to get a response from our salesman, I was told we could get half of our deposit back until it arrived which did us no good because that credit card was paid off and expired. Never again!”

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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”

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Posted 2 years ago

“The tracking system failed to work.”

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Posted 2 years ago

Starfire Direct is rated 4.4 based on 1,619 reviews