I am sorry to write this but the experience with Starfire Direct has been VERY disappointing. Allow me to start with the situation and then the back story. I was hoping to get a call back after hitting * the last few days but nothing from Starfire. Our phone numbers bring up our information on their end and now I have been blacklisted. This comes after I received an email on Wednesday, after a couple of phone conversations, from Baruch, Asst. Customer Svc. Mgr., stating that they will not allow me to return my 36 in Penta Gas Fire Pit insert. I quickly responded back asking him to call me and wanting to resolve the matter to both our satisfactions. After no reply from him for over a full day, I then aimed to take this further up the chain before "Audie" the Customer Svc Mgr for a resolution. After all, these mistakes happen with home renovations and I am willing to return the BRAND NEW, never used item, that has never left the box outside a 2 ft radius the day of the discovery that there was no electric ran for it. Baruch stated in his email that "unfortunately no returns allowed after 30 days". Admittedly, I do not see this policy after reviewing emails and such but given my circumstances and willingness to correct matter and still purchase with Starfire I feel that is a minor part of the transaction or so I thought. Unfortunately PROFITS come before CUSTOMER SATISFACTION on my home renovation even though I am doing all to correct me and my contractors blunder without trenching out my new concrete pool deck and patio back 75 ft for electricity. Back story: I waited well past my order date on 8/12/20 to receive it in early October which was past the projected 3-4, possibly 6 week timeline given to me by Mitchell. The day I ordered I took all of Mitchell's advice (he was fantastic) and went for the best for my new pool deck installation. I feel I gave an impression that $3k was nothing for me for the insert itself plus all the additional $700 for the other add-ons. I am the only income in my family of 5 but this is a dream for my family and I wanted all the bells and whistles and what not better than a fire pit right to finish off the job? When I spoke with Mitchel the week of Christmas he gave me the rundown on "possibly" being able to return it. He is not the boss so I get it. I said yes to taking pictures and yes to pallet shipping it back on my dollar and that I'd gladly buy their push button 36 in gas insert instead to make amends and move forward with my dream on my end. Unfortunately, I now feel discarded from Mitchell on this and left 'holding the bag". Not sure if this affects his commission status but I feel he knows from our conversations that I am straight up and want to take care of things orderly like I did the day I trusted his advice and bought the insert. I'm hoping that this experience can be changed from negative to positive. I simply want to return the item and move forward with the purchase as I stated above. I am hopeful for a call back but as a customer of Starfire Directs I am currently sad, upset, mad, and disgruntled.