Real Fyre Fyreside Vent-Free Live Oak Gas Log Set 21" / Natural Gas / Manual Reviews

1 Rating 1 Reviews

About Starfire Direct:

Starfire Direct is a premier online retailer of fire pits, patio furniture, heaters, grills and more!

Visit Product Page

Phone:

866-578-8538

Email:

info@starfiredirect.com

Location:

42168 Remington Avenue,
42168 Remington Avenue
California
92590

Visit Product Page

“I can’t speak to the quality of the actual product as it doesn’t fit into my fireplace properly. This is due to a pipe that the insert doesn’t have clearance for (website didn’t provide ground clearance specs). Starfire refused to accept a return even though it’s unused and in its original packaging. This was listed in the fine print on their website, but really makes no sense as they could easily sell the product again. Beware”

Helpful Report

Hello Jarrod, I'm sorry to hear that you've had a negative experience with Starfire. We understand it's frustrating when a product doesn't fit as expected. We would like to point out that it's important to thoroughly read the product details and specifications before making a purchase to ensure that it will fit properly. Our website team spends hours upon hours making sure all the information needed is accessible for our customers, which in your case, would have been found in the "Resources and Downloads" drop down on our website. Also, our helpful sales team is eager to assist over the phone, chat and email prior to purchase as well, though it looks like your order was simply placed online. Regarding the return policy, it's not uncommon for companies, including ourselves, to have specific conditions for returns, especially for items that are custom made, special ordered and/or assembled. You can find these terms on the product page/listing you purchased from and on the footer of our website. If you have any further questions or concerns, we would be happy to help and based on the photos of your fireplace, you may want to get a plumber involved to re-route the gas line to make the burner "Usable." -Starfire Direct Customer Service