Starfire Direct Reviews

Name: Starfire Direct
Address: 42168 Remington Avenue, 42168 Remington Avenue, California
Rating: 4.37

4.4 Rating 1,620 Reviews

83 %

of reviewers recommend Starfire Direct

4.4

Based on 1,620 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The fire pit is even better in person! It's absolutely stunning and exactly what I've been scouring the Internet for. Love it!”

Helpful Report

Posted 4 years ago

“Helpful technical service provided good information and advice on getting my firepit setup.”

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Posted 4 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.”

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Posted 4 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 4 years ago

“It is exactly what I expected so am ordering a duplicate order.”

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Posted 4 years ago

“Very friendly and helpful”

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Posted 4 years ago

“They don’t care about the customer”

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Posted 4 years ago

Steven, It sounds like you didn't have a pleasant experience, but from what I can see, you placed 2 orders online on 9/20, then canceled 1 of them, which it was refunded. The 1 order you kept did ship out already. We realize we're a little delayed, which we've tried our best to communicate to all customers the reasons why, but your order did ship. We do care about our customers and work hard every day for them. If there's something else we should do, please feel free to call us and let us know so we can keep trying to improve. Thanks for your feedback! Starfire Direct

Posted 4 years ago

“Beautiful fire glass. Fast shipping and great communication. Price was also better than other websites. Would definitely purchase again.”

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Posted 4 years ago

“I received delivery and the package was busted up and re-taped multiple times. I'm saving it for the installer to open to make sure the fire pit burner is ok. So far disappointing, but hopefully the product isn't damaged. I have pictures of the box to send to you as well”

Helpful Report

Posted 4 years ago

Hi Paul, Thanks for your review. I see you ordered 1 x 30" fire ring. Obviously we did not ship it like that. It sounds like FedEx made those mistakes and tried taping it up. Due to the huge surge of online shopping this year, we have noticed many instances similar to yours with shipping companies. This is beyond our control! But if something is damaged or missing, we will ALWAYS make it right. Please consider viewing us as separate from these shipping services, as we are different than FedEx and must use these services to ship products.

Posted 4 years ago

“Excellent quality and craftsmanship of the fire pit ! Shipping and delivery was seamless and without complications. The fire pit was well-packaged too. We are very impressed!!”

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Posted 4 years ago

“Staff was wonderful to work with and make sure we got our shipment in a very timely matter correspondence was great throughout this experience”

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Posted 4 years ago

“Very prompt ordering process, and solid delivery tracking. Some mixup in expectations on one part of the order that caused me to purchase a substitute item from Amazon so that I could fully assemble and use the firetable.”

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Posted 4 years ago

“Once the order was placed, we received prompt replies regarding the estimated delivery. Then we got an email with a tracking number and firm delivery date. Very professional, timely and we think they are totally on top of their game!”

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Posted 4 years ago

“Please call me 702-274-9472”

Starfire Direct 5 star review on 15th October 2020

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Posted 4 years ago

“Fire pit arrived today. I can give you a better review after installation”

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Posted 4 years ago

“Sept 27th 2020 ordered the wrong Fire pit by mistake and now there giving me the run around about returning it. Got a case # sent them pictures of the unopened box and now no one will call me or send me a RMA to return it. Called numerous time and they transfer you to voice mail and don't return your call. The 855-578-5450 number is always gives you a busy signal. Not a way to do business. Ted K.”

Helpful Report

Posted 4 years ago

Ted, Sorry to hear about this. We'll be happy to exchange your product. The number you have is not a valid number, the correct number is 866-578-8538. If we have the wrong number in a email or something, please let us know where so we can revise it. Regarding the return, we will still need a picture of the item being returned so we can start the process. Happy to get this going once you reply to our email with the photo. Thanks! Starfire Direct

Posted 4 years ago

“They have sent 3 notices that the order is in and shipped was supposed to get product yesterday. No notification about when it is arriving”

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Posted 4 years ago

Hello, I see you placed your order on 10/7, and it shipped shipped via FedEx on 10/12 and was delivered the next day on 10/13. A tracking email was sent at 12:03 on 10/12. I can't seem to find any notification error? Was there a mistake here that we're not aware of? Starfire Direct

Posted 4 years ago

“Hello, Our shipping and receiving experience with our order did not go well. -We were notified that our firepit would we shipping. We were going to be out of town that week and were worried that the shipment would arrive and no one would be home. I called SFD to see if I could delay the shipment. I was assured by Gloria in shipping, that once the shipment arrived in Phoenix that I could schedule my delivery with R&L carriers after we returned from our trip. A day later we get a call from the carrier that the firepit was here and they wanted to deliver the next day. I asked to delay the delivery by a few days and was told that I would be charged for storage. I was told that a customer service rep would call me about delivery and they never did. I called them back and found out that the delivery was scheduled for the next day. We had to delay our trip one day so that we would be at home for the delivery. Overall the product is great, however the shipping process needs improvement. The notification process was quick leaving no time to contact and request a delay. Your R&L carrier is not receptive to any scheduling modification. Thanks, Mark P.S. someone needs to tell Guillermo Venegas that his voicemail box is always full and we can never speak with him. Thanks.”

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Posted 4 years ago

“They’re beautiful!”

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Posted 4 years ago

“Starfire responded within a couple of days after some miscommunication on the delivery.”

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Posted 4 years ago

Hi Brian, Thanks for reaching out. It looks like our CS department already reached out...the wrong tracking number was accidentally provided, and the correct tracking was sent. You should receive your item on Friday. Thanks!

Posted 4 years ago

“The lid is to big, it doesn’t set down flush with the table.”

Starfire Direct 1 star review on 12th October 2020

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Posted 4 years ago

Hi Craig, Thanks for your review and your order of the Patio Resort Lifestyles Jamaica 52" Round Gas Fire Table! We looked into your request and it appears that the hard burner cover is designed to sit on top of the burner as shown in this image. If this is what you're seeing, we hope this helps. If not, please let us know so we can further assist. Thanks! Starfire Direct

Posted 4 years ago

Starfire Direct is rated 4.4 based on 1,620 reviews