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Reviews 877
Brink
Mar 29,2023I have an old home built in 1836 with a large kitchen/cooking fireplace in the basement. I was struggling to find a gas log set that would be appropriate for my specific situation. I called and spoke with Sasha who looked at the pictures, drawings, and measurements I emailed her while on the phone. From there she offered a few options and explained the pros and cons of each, made suggestions that made sense, patiently answered all my questions (I had a lot), and prepared a comprehensive quote. I placed the order over the phone with Sasha the next business day. Thanks for all your help
Sue Pratt
Mar 29,2023Purchased a Gravity Series Firepit from Starfire Direct and could not be more pleased with the product and the outstanding customer service. Dealing with the Starfire team exceeded my expectations from start to finish. Tech support went out of their way to assist me. Finally a company that values customer service, is responsive and produces a beautiful product.
Jim C
Mar 23,2023This is a review of my customer service experience with this company. I'm a fire pit novice, at best. I had a custom fire pit fabricated by a third party. The fabricator makes wood fire pits, but said it could be adapted for natural gas, and recommended Starfire for the gas connection and burner components. My Starfire customer service rep was Chip Davis. The custom and collaborative nature of the project led to MANY phone calls and emails with Chip. He was unfailingly courteous, friendly, patient, and insightful. As a novice finding my way, I really appreciated his guidance. The parts are on their way to me, and I know they will work out great. As a business owner myself - I really appreciate good service. My note to management - KEEP HIM.
Dee Koerper
Mar 22,2023Hi Steve Just wanted to thank you for such a speedy shipment. Received the clips husband installed them our firepit is back on working order, Thanks much! Dee Koerper
Monica Bell
Mar 21,2023I was in search of an affordable, yet durable cement custom firepit that was able to store the propane tank inside. I spoke with Michael Eastin multiple times and he was able to answer all of my questions pertaining to colors and durability. We were very happy with our Beton Round Concrete LPT Fire Pit and added the burner cover and wind guard. Not only did it come with the lava rock but we received a discount due to their current sale going on. Thank you Starfire for your service and quality! We will definitely be recommending your products to others! I will post pictures as soon as the patio furniture comes in and the setup is complete!
SUKHDIP PUREWAL
Oct 20,2022I brought gas fire pit kit but I didn’t receive it and they still charge me $1,294 .. Please do not buy from these people. They are scammers. The customer service is very bad that they put you on hold for hours and hours. They also never even get on the phone to talk. I don’t recommend to anyone to buy from Starfire Direct.
Bob Muzechuk
Jul 06,2022If you're considering purchasing glass from this company for your fireplace I implore you to Look at their reviews, not on their site, first! This company has a history of being both not thorough relative to technically advising you of your application's requirements, nor accepting Zero Responsibility and Accountability if you have problems/issues with their products. Even if you feel confident that you have asked all the pertinent questions relative to your application, you find out the sales associate you dealt with for over an hour neglected to advise you of some very Basic considerations, specifically there is a Big cause/effect in the air/gas flow thru 1/2" & 1/4" glass creating Soot turning our designed 1/4" Teal glass BLACK in a relative short period of time. Upon contacting them concerning the issue, they advised us this is common and you just have to wash the black soot covered glass! We hired a specialist who individually place, piece by piece, the 1/4" teal design on the top layer to avoid it tumbling into and mixing the three colors together, now they suggest to take it out and wash it!!! In Conclusion, the company started out as if they were experts and ended up claiming they were only sales persons selling glass and we needed to get the undisclosed information off their website manual. They went from EXPERTS to NOT OUR FAULT!!!
Shawn Duprey
Feb 01,2022Placed an order before Thanksgiving. I was told it woulkd take about 2 weeks. After about a 2 month wait I received my order. I opened everything up and noticed that parts were missing. I notified the company that I thought parts were missing and of course they wanted pictures of what was in the box. Starfire was apologetic about the issue and was going to ship the parts immediately. Well...the new parts were not what I was missing. i dont think they know their products very well. I hope they get what I need to me soon.
Vivian Williams
Aug 20,2021Easy online ordering and fast delivery.
Jason Bullajian
Aug 13,2021Well, I thought Starfire would work with me regarding their delinquency in delivery. However they are just passing the buck and making excuses. In today’s market Customer Service is paramount. Starfire knows nothing about this. Will not buy from them again. Not reliable or customer service geared.
James E
Jul 17,2021I ordered a $5,500 copper fire pit. It took over 8 months to get it which is no problem to me. COVID was crazy so I don’t fault delivery or production. However when I got the pit, it was badly damaged and the copper material is very thin. I bet it gets banged up by my kids super quickly. The 1-star is because they will not respond to my request for resolution; whether it be returning it for replacement or refund for the quality or just a small discount so I can have the dent beat back out. I’ve attempted via phone and email. Nothing. Terrible customer service. Poor quality product which isn’t worth the price tag. I’d research other options.
Charlie
Jul 15,2021Great fire pit and the staff was super helpful. We will be back for more.
Charles LePore
Jul 09,2021Great product & good value...
Karen Mehta
Jun 25,2021DON'T buy anything from StarFire Direct. We ordered a fire pit - had to put 50% down, were told it would be shipped in about a month. 5 months later we paid the balance when it was "ready" to be shipped, but only received part of our order. It's been 3 months and I've emailed, left messages, and still have not heard anything back.
Tim Moore
Jun 18,2021They promised me they had one unit left in stock before I placed order. Said warehouse person found it and they would ship out on June 4 or June 7 at latest. Promised me they looked at it and set it aside. Chafed me $700 that day. 14 days later, no word from customer service. No email. No call. I called them and they sold it to someone else at a higher price!
Nicole DiDomenico
May 18,2021Would give 0 stars if I could. In my opinion customer service is the worst I may have ever dealt with. Purchased expensive firepit and purchased expensive concrete decorative fireballs; the concrete fireballs were $700+. Firepit arrived just prior to Thanksgiving and used the whole set for less than two months prior to the cold northeast winter. Purchased all the covers and the black finish concrete propane storage cube; spent quite a tidy sum with this company. So properly covered the entire setup after each use and also covered the set for the winter. In the beginning of April uncovered the set to enjoy the firepit for the Spring season and much to our dismay the concrete balls had eroded over the winter; the concrete fireballs flaked and disintegrated. Contacted Starfire Direct immediately and after many weeks of chasing them and having to make 3-4 contacts to get a return call or email the company now refuses to replace the expensive fireballs that we used for a whole 6 weeks. These products are to be used outdoors but in my opinion are not designed nor manufactured properly and thus are inferior products. Also now noticing that the black finish is prematurely wearing on the firepit and seems as though that is now failing as well. If you don't mind paying a lot and in my opinion receiving very little customer or almost no customer service or product support when the product is clearly defective than purchase at your own risk. I, unfortunately, would never recommend this company to anyone due to severely subpar experience that we have had with Starfire Direct. Notice that Google Reviews are only accessible through a portal that helps control negative reviews. BEWARE!
Bess Knight
Dec 19,2020We are so happy with Starfire Direct!! It has been a fabulous experience from exploring the website, choosing samples, calculating the amount of fire glass needed, to placing our order and having a live chat with Sasha. It is unfortunate the shipment was held up at customs, however we were not in a huge hurry. Our patience was well rewarded when we received our order and within a few minutes poured our Water and Ice 1/2” premix into our newly painted fireplace with upgraded gas burner. Our fireplace has been transformed from boring builder grade into a shiny, sparkling, beautiful feature in our home. We are thrilled with the look and ambiance of our “new” fireplace! Thank you, Starfire! We highly recommend your service and product!! Bess & Chuck
Patrick
Nov 22,2020Ordered lovely copper fire table 7 Sep with estimated 5-8 weeks to ship. Started calling and emailing at week 9. Chat help said they would have someone call me. No call. They said they had to talk to the fabricator. I started calling them and they told me to call Baruch directly. I called and called and finally he got back to me. Said he had confirmed table would ship last week at the end of 11 weeks. Bummer, but hey it's a beautiful piece and it's COVID so delays are to be expected. So during the 11th week I look for an update. No update. I call and email Baruch over and over. Finally he emails me back, "Spoke to our fabricator, and we're still on schedule with your fire pit!" Great. But at the end of 11 weeks no fire table. So I call and email more. Then Steven on their chat says it's scheduled to be completed at the end of the 14th week and will ship out some time after that. Well, i could start calling them in the 14th week and find out it's been delayed more but I decided to cancel my order. I've been on chat with them about 10 times, called 20-25 times and emailed about 10 times. And I still have no confidence in this company.
Deborah Collings
Nov 18,2020Even though my order was delayed due to COVID I was kept updated in the manufacturing process and given shipping updates. My order actually arrived before the expected date given. Thank you so much and totally understand the difficulties we are facing with handling of COVID restrictions.
42168 Remington Avenue, 92590, Temecula, US
http://www.starfiredirect.com
Max Williams, AIA
Apr 11,2023As a residential architect, customer service and product quality and availability are always a primary concern-- both for me and my clients. I received excellent customer service from Scott Nunes! He was very knowledgeable, able to answer all of my questions, and was able to process my order without delay. The quality of my fire ring is excellent, and I recommend Scott and his team for all of your firepit needs.