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

“Initially I would have rated them highly. Then our Beton Round firepit started peeling; paint is actively chipping away on the door that houses the propane unit. I filed a warranty claim and was told that I am out of warranty and all they could offer was a Beton repair kit. We've owned this unit approximately 17 months. Ironically, the representative from Starfire acknowledged the amount of paint that had peeled was significant enough that the touch-up pen in the kit would likely not cut it. So he recommended I go to a paint store, purchase matching paint and seal it. Keep in mind, this fire pit is continuously covered when not in use and the entire exterior is covered in the same manner as the door that's peeling. I would have expected a product made for outdoor use to last longer than 17 months. Now we've dropped a couple thousand on a fire pit, and Starfire's resolution is to suggest I purchase paint and sealer, plus my labor and time, to fix a substandard product. Buyer beware.”

Posted 6 months ago

Dear Rebecca, We sincerely apologize for the challenges you've encountered with your Beton Round fire pit, and we appreciate your patience in reaching out to us. Upon reviewing your situation, we acknowledge that your fire pit is currently 5 months outside of the warranty timeframe. While we empathize with your experience, it's essential to note that our warranty coverage is established to provide assistance within a specified period. That being said, we are committed to finding a solution to address your concern. We understand that the paint peeling issue is disappointing, and our representative recommended the Beton repair kit to help address this concern, even though the warranty period has concluded. Additionally, we took note of your feedback about the touch-up pen in the kit potentially not being sufficient to rectify the significant paint peeling. In light of this, we recommended visiting a paint store to acquire matching paint and sealant as a viable option. We genuinely want to assist you in the best way possible, given the circumstances. We are sorry that the solutions offered do not align with your expectations, but they are the best alternatives we can provide, considering the product's warranty period and the many unknown factors affecting the issue you're experiencing. We remain committed to resolving your concern and ensuring your satisfaction to the best of our abilities. If you have any further questions or if there is anything more we can do to assist you, please don't hesitate to reach out. Warm regards, Starfire Direct Customer Support Team

Posted 6 months ago

“I received a request today to review a product that I still don't have. When I ordered the cover, Starfire website showed product should be available to ship mid-May-22. Today is mid-June and I still have not received what I ordered. When I called, they told me it might be shipped mid-July. Meanwhile, they have charged my credit card. You would think their system would know the order has not been delivered - before they ask me to review a product that won't ship for another month! I hope the product is better than their service.”

Posted 1 year ago

“The delivery address I gave was a PO Box. They shipped my order Fedex, who do not ship to PO Boxes. Called FedEx to give them my physical addreas and was tols the vender is the only one who can change the delivery address. So I had to call Starfire customer service to get them to make the change. I hope this lets me get my order.”

Posted 2 years ago

Hello Thomas, We received your support request and worked with FedEx right away to change the delivery address to your physical address as requested. Your tracking shows it will be delivered today. We appreciate your business and hope that the order process and reacting to your issue shows a 5 star service. Thank you again, Starfire Direct

Posted 2 years ago

“Order # 2057297 I was disappointed to learn that my purchase of a Rectangular Drop-In Pan with Match Lit Kit - 18" x 6" cannot be returned because it is a custom built item. This product is a standard item listed on Starfire's website, which I purchased without any alteration/customization. It's been my experience that online ordering sites, like Starfire, go out of their way to accept returns since they know it brings them into compatibility with brick and mortar stores (which I can visit several within a 20 mile radius of my home).”

Posted 2 years 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.”

Posted 2 years ago

“Very damaged and opened box makes me question quality. Missing the entire hookup and starter kit. No one answering the phone.”

Posted 2 years ago

“Over 3 weeks since I ordered and I still don’t have my fire pit. Starfire wrote me and asked me to update my review so I will, I still don’t have my fire pit and going on 4 weeks after being told it would ship within 3-5 days. I have left several messages with no call back.”

Posted 2 years ago

“So far I am very satisfied with the replacement coil for my fire pit. My poor rating is because the coil was listed as in stock on the website and confirmed that it would ship within a couple of days of placing the order. My expectations were set by the product availability listed on the website. This was a birthday gift to repair our fire pit so the delivery timing was important. After some time of not being able to get a good estimated ship date through the system, I called to speak with someone. The representative told me the container was backed up off the California coast and they had no idea when the product would get to them. I understand the logistics issues with shipping in today’s climate but was very frustrated that I was misled by the product being shown in stock at the time of order. I had to reschedule the repair person and then put off the appointment without an estimated date for him to install the part. This in turn caused a delay in his schedule once the part did arrive. Needless to say, the birthday came and went without me being able to give the gift. Because of this experience, I opted to purchase my 70 pounds of copper fire glass from a different company. I couldn’t trust whether it was truly in stock or not and I won’t do business with a company I cannot trust.”

Posted 2 years ago

“Delivery was significantly delayed after I was told it would be early. Communiations/follow up problems between Starfire and Prism. Form emails and responses to my requests for updates. Had to chase down white glove delivery.”

Posted 2 years ago

“I got several emails with estimated delivery dates which turned out to be wrong. The shipper finally called me with a date that was correct. I shipper also graciously moved the pit to our back patio rather than leaving it at the driveway. However, just before the shipment arrived, I got an email that you were offering a sales price drop on the fire pit, reducing the cost from $2199 to $1999. I called your office to see if I could get a credit or refund on my purchase. However, I never heard back. If you could now provide me with such a credit, I'd be happy to write another positive review.”

Posted 2 years ago

“Delivery is late. Still have not gotten the product. Hope it arrives….in good condition. Hope it just arrives. We may have to pay for the delays ourselves. Let’s see what Starfire will do.”

Posted 2 years ago

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

Posted 2 years ago

“Asked for cancelation or change of shipping address due to circumstances changing after 5 months wait. No response till very late Friday explained things to rep got no reply after that. Neither happened it was delivered to an address that was no longer relevant and well over an hour away. Very Frustrating.”

Posted 2 years ago

“I received my shipment of firepit stones and after 1 use, they turned light gray (Black Stones). I emailed and called Starfire Direct multiple times but still have not heard anything back.”

Posted 2 years ago

“Received partial delivery and waited 3 weeks for the rest. Only after I inquired about the remaining items - someone finally remembered to send me the other items in my cart.”

Posted 2 years ago

“Really disappointed in the product. The color online was beige Neutral and it arrived extremely orange . I ordered three boxes spent over $1000 and can’t even use them :(”

Posted 3 years ago

“took a long time to receive; minimal communication and the items were too small, don't look good; difficult to return”

Posted 3 years ago

“Delivery of order too long. Poor communication”

Posted 3 years ago

“All I wanted for Christmas was my fireplace converted to gas. My order was scheduled to deliver before Christmas. After to delay notices for product delayed in port, it was scheduled for a third date which has passed, I still have not received the order.”

Posted 3 years ago

“The team and processing of the order was really efficient. But it's been almost two months and the item still hasn't arrived. I have received frequent updates on the reasons of the delay though.”

Posted 3 years ago

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Starfire Direct is rated 4.4 based on 1,619 reviews