Dealing with Starfire has been nothing short of amazing since we first found them over a year ago, when searching for a new fire pit table. Recently the cover to that table began to turn colors in the area above the lava rocks. So I jumped on a chat with their Customer Service, and luckily I found Amelia King. Not only did she get back to me right away but continued to follow up with the manufacturer until we resolved the issue. As a customer, that is all you can ask for, and I will recommend Starfire anytime someone is shopping for their line of products. read more

Due to delays in the completion of building our house, the fire pit and metal covered I ordered from Starfire Direct were not opened, or examined until 3 months after their delivery. The fire pit works well, and we are pleased with it, however, the metal cover does not fit over the circumference of the concrete border, or within the opening in the middle of the fire pit, but rather rests on the boarder. Kind of a curious design if you ask me? In fact, the folks at SD shared that they have had other customer feedback of similar concerns. This cover will not provide us with the level of protection from the elements we experience living just off the intercoastal. When I asked to return the cover, I was told I could not because the 30 day return policy had expired. I explained my circumstances and unfortunately, was again told they could do nothing more for me. Subsequent to a number of exchanges between myself and SD's CEO, they have given me the option of returning the cover, minus the initial & return shipping costs, or keep the cover and receive a partial credit towards it's original cost. While I'm content with the final resolution options, I wish we could have gotten here without having to go through the conflict we did. Richard read more

Superior customer experience and well designed website! Very easy to navigate and search for items. Thank you! We spoke with representative Mike Eastin and if we could give him 10 stars we would! He was attentive, professional, engaged and ccommodating. Mike E. answered all of our 42" Cono Copper Fire Pit and 31" Cono Copper Water Bowl questions with confidence and expertise. Because the items we purchased online were high ticket items, we feel the level of service we received was far superior compared to walking into a brick and mortar store. Thank you Mike E for a 10-star shopping and customer experience. read more

Customer service was very helpful especially Gary. He remembered my name and where I was from because he sent me an email regarding the product I was inquiring. He was helpful in talking about the products and gave recommendations. I'm hoping the product is as good as it is advertised. Lifetime warranty is definitely helpful in knowing the company stands by their product. read more

Direct to you; goods that come from other manufacturers; Starfire Direct does not stand by their sales, but blame others for mistakes. After returning the umbrellas I was led to believe were manufactured in the USA or Canada(actually made in China), I only got a 77% refund due to steep restocking and shipping charges. I wrote to the CEO, who denied my refund request. I believe this company and all online companies should be required to publish where the products are manufactured and assembled. read more

Since the review posted, it seems Starfire Direct has had a change of heart, and offered to make things right. I don't think it should have had to come to that, but I felt it only fair to augment the review, citing the improvement in their service. read more

Spoke with a Rep after I placed my order. He gave me some better options on my project which will make this project even better than expected. These changes will for sure get me some "Honey Do" points. Thanks for the options. read more

My firepit is just what I hoped for. It's well made, beautiful and provides an elegant ambiance to our deck. Because it's an expensive purchase it makes it that much riskier to buy it online without having seen it in person. Everyone I spoke to at Starfire Direct, from the saleswoman to the customer service rep to the technical support advisor (Adys Kings) were terrific! They returned phone calls and provided detailed instructions on how to address my issue. They are absolutely a class act! I wouldn't hesitate to make another purchase from them. read more

Had a very good experience. We were looking for 2 outdoor firepits. Mari was extremely helpful and patient throughout the whole process. She provided excellent customer service and answered my numerous questions either via phone or email. The material and color samples that we received were quite useful to help my wife and I make our decision. We look forward to receiving the firepits in a few weeks and start enjoying them! read more

We needed some fire glass and found many options that we liked. They helped me through the process and it was easy to buy from them. Really good communication through the process. Seems like because of the pandemic every business has been hit hard and I know shipping has been delayed for so many things. But I got my fire glass promptly. Thanks! read more

Really disappointed. Called them 4 times over 2 days to be left on hold aimlessly. I get businesses are busy but either be staffed appropriately. read more

I purchased some fire pit parts and some issues occurred that were beyond the control of Starfire Direct. I worked with Amelia and she very clearly explained the situation and promptly followed up on a couple of items. Even weeks later she kept me updated on the status of the issues. She made a difficult situation tolerable. read more

I rarely write reviews here but this one deserves to be shared. I recently ordered a fire pit from Starfire and have to comment on the tremendous customer service I've received from Steven Kinsey. The dude has been awesome! He readily knew the answers to all of my many questions, offered helpful suggestions and encouraged me to contact him directly (which I did to change my order). He even responded to an email over a weekend and at 10:30 pm. If the customer service is any indication of the quality of the product, I'm sure I'll be very pleased with my fire pit when it arrives! read more

What can I say other than wow! My sales associate Mike was so helpful and professional in helping us with our project. He went above and beyond to make sure I received my product even on a Saturday which their location is closed! I visited their location today and the store is well organized and Mike greeted me with a smile as answered all my questions and concerns fully. I highly recommend Starfire Direct for all your outdoor needs and remember to ask for Mike! read more

A wonderful and caring seller of beautifully crafted pieces of fire art! Items arrive carefully packed and shipped. Extremely happy our new outdoor fire pit and log set. D.J. Was the best in making sure our products arrived safely and on time. A pleasure to work with this company. read more

Starfire, and our representative Steven Kinsey were amazing. I had several changes to my order, as I could not decide exactly what specs I was looking for on the two new fire pits. When my first configuration was not exactly what we were looking for, Steven and Starfire worked with me every step of the way to make sure we were satisfied. The fire pits are beautiful, and the service was great. I highly recommend Star Fire for an investment like this. read more

This company has exceeded my expectations, their customer service goes above and beyond to make customers happy. I sent my husband down on a Sunday as the website said it was open. When my husband arrived he accidentally went to the corporate office which is closed on Sunday. He called and said they were closed on Sundays. In my anger I left a one star review on Yelp. The owner of the company immediately got in contact with me to apologize for the misunderstanding and to let us know they were open. I was able to order the product over the phone and have it delivered by Tuesday. The company really does care about customer satisfaction. read more

Starfire Direct - No more dirty fireplace - Home Decor Near Me - Temecula, California

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Ordered a $2500 firepit that never arrived. Starfire Direct continues to tell me "it's in the mail" but now 5 months later I am fairly convinced this is a fraud. BUYER BEWARE! read more

I am very happy with the burner kit I have purchased. I ordered a 12" H burner and it fits just the way I wanted it to. I completed my fireplace makeover project with ease. I watched the youtube video they provided and it made this project so easy. I would have never even attempted this until I saw how easy the video made it look. I recommend buying the kit because Lowes and Home Depot may not have the exact parts you need for this. I LOVE IT! Just in time for the holidays. read more

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I had a great experience here. Not only were they super knowledgeable and helpful, they also had everything I needed. They have quite a few helpful "How To" videos on YouTube. I would definitely check them out. read more

Purchased some product for my backyard,I had a great experience dealing with there customer service team. Baruchy thanks for your help

Great customer service. I ordered fire glass from Starfire Direct. Amelia has been wonderful with updates as to when to expect the order. With all the delays due to the pandemic and containers waiting at sea to be offloaded she keep me updated. I'm hopeful in the coming weeks to have our fire glass and our fire pit will once again be glowing. read more

Are your days wide open with nothing to do? Is your life devoid of any fulfillment to the point where hold music would be stimulating? Do you crave disrespect and people lying to your face? Then this is the vendor for you! Call them up and order something. You'll probably be saying, "Hey, that guy's review is all wrong. I'm here to be abused but all I got was smiles and yuks". Don't you worry. That's part of the fun. Stick with it. They're a ball of misery at Starfire Direct. From the first miss shipment to the lies and deception that follows. Take my word on it...your worst customer experience lies ahead. read more

I ordered a commercial 9' ShadeMaker cantilever umbrella for our home in Hermosa Beach from Starfire online. Was a fairly big investment so I was a little worried about ordering sight unseen. The next day a lady called and let me know I needed an extra steel plate for the base to ensure the umbrella was properly anchored. Delivery took about 25 days, and the delivery company actually carried the (very large and extremely heavy) package down to my garage. Everything was in good condition, and with a little bit of effort we managed to get both steel plates and the umbrella to the top deck of our home and assembled it. Fantastic umbrella, doesn't move in the moderate wind we get here and overall a great experience. read more

Mitchell was very helpful in answering all my questions. He helped put my order together and made sure I had everything I need. Excellent customer service! read more

Jonathan and Luke were so helpful! Jonathan was extremely knowledgeable, professional, friendly and really went above and beyond for us! I would highly recommend them! Thank you for all your help! I so appreciate it! read more

They 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! read more

Great customer service. After searching Google for this stuff, I came across fireglass san diego and called them up. They were rude and unprofessional over the phone. I then called Starfire direct and received a very friendly lady on the line who answered all my questions with a very peasant demeanor. I live in Chula Vista and drove all the way to Murrieta to see the color options with my own eyes. I was very pleased and treated the way a customer should be. I drove an hour back home instead of the 30 minutes from fireglass sd (blah) and installed my new h burner and glass. I couldn't be happier. read more

Starfire Direct - New glass. - Home Decor Near Me - Temecula, California

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We are so happy we found Starfire Direct, a company that normally sells on-line, but because they were only in Temecula, we were able to go visit their small showroom, meet the sales manager and director, and bring our item (firepit) home directly. We had shopped at a local high-end patio store and learned about a particular firepit brand. When I went on-line to learn more about it and see reviews, Starfire Direct popped up with a spectacular close-out price. That was how it all began. Based on their personable service and very extensive inventory we plan to use them again. read more

I wonder how they are still in business. They did not respond neither via phone nor e-mail when I tried to return their product back. I had no luck returning them back my online purchase. UPDATE: Somehow Yelp does not display my reply to Starfire Direct CEO's misleading comment. So I am including it below as update: Dear Jonathan, What a disgrace! For 2 months you were ignoring my attempts to return back your product, you even ignored my complaint submitted to BBB! And after you received a well-deserved bad review, you decided to talk about your high standards and ethics? What a shame! I am very disappointed to see that your business continues to lie to me even in this response. Here is the list of lies in your reply: 1) I placed my order on 12/21/18 and didn't get ANY response from your business or information about the shipment. On 12/29/18 (that's 8 days later) I called to inquire how my order was doing. No one picked the phone, your voicemail-box was full with messages presumably from the same pissed customers as me, so I could not even leave a message. Thus, I decided to go ahead to cancel my order, and the only way to do that was to submit an online return form on your website. I submitted 2 of them, and each single one was ignored by your business. When you write here that I cancelled my order "2 days after my order was shipped" this is obviously a lie because it sounds like I knew that my order was shipped and that I cancelled it 2 days later, while in fact I had no idea about whether the order was processed at all. 2) On 1/9/19 (10 days after all my online return forms were ignored) I finally managed to speak to a customer service representative and informed him that I want to return back UNOPENED box because of the late shipment (obviously, if on 12/29/18 there was no information about whether the order was even processed, then for the New Year Eve we went ahead and bought wood from a different place). I was indeed surprised to hear that in order to return the unopened box, I will have to pay 20% restocking fee and shipment both ways, which would constitute 50% money loss on my order. I said to the customer representative that I am very unhappy, but would return the order anyway and asked him to send me information about returns so that I could follow it and return the order. I WAS PROMISED that such information would soon be sent to my e-mail box, however, my request was ignored again and I didn't receive anything. Saying that you tried to contact me "to propose a resolution" is a lie. 3) So, I went ahead and submitted a complaint to BBB, which your business IGNORED AGAIN. One month later (!), California's BBB replied to me that they made two unsuccessful attempts to contact your business, and suggested that I should contact California's Prosecutor if I want to move my case further. But as you said, I lost "only $50", so decided not to bother. As a result of your ignorance, Starfire Direct received a C grade on BBB and my complaint was closed. Since your business ignored even BBB requests, I realized that I must be dealing with crooks and that there is no leverage left for me as a customer to return my product. Therefore, I went ahead and "got rid of the item". Thanks to Starfire Direct, I learned a lesson not to make online purchases from random businesses, because there are simply no leverages to return back online purchases, i.e. business can simply ignore you. TWO WEEKS after BBB closed the case and gave you C grade (that's 6 weeks (!) after I filed a BBB complaint), in order to improve your BBB grade someone from your company called me and left a message! Without even waiting for a reply from me, your shady company wrote a reply to BBB that "we contacted the customer and offered him a resolution". Offered a resolution 2 weeks after the BBB case was closed, and I do not have the item anymore?! Wow, I didn't even know that it is possible to re-open closed BBB cases. By the way, anyone can easily check the timing of your BBB replies by looking at the BBB page of Starfire Direct, which posts complaints for public view. Unfortunately, as BBB explained to me, since technically speaking you replied, then my complaint was marked as "being replied", and your shady company now has A grade on BBB. But it is good that your majesty bothered to reply to my Yelp review so that I have an opportunity to tell other customers more about how you got your A grade on BBB. And you are writing me "Max, our team wanted to help you with your return. We could've found an agreeable solution to your return"?! What a disgraceful liar! You didn't even want to reply to me! To all readers: stay away from this business and save your time and nerves. There are many places where you can safely made online purchases of the same products. read more

Update: Lindsey called me after reading my Yelp review and confirmed that the logs were in stock, contrary to what Customer Service previously told me. He made sure that the gas logs were delivered today. Received my burner kit without the gas logs. Called customer service and was told the logs have not been manufactured yet even though their website states the kits are in stock. Customer service explained that in stock means that the "raw material is in stock." Did not receive an email or call telling me when the logs will be shipped. read more

My order for 1/2 inch glass looked a bit small, like broken pieces of safety glass. Called and spoke with Lindsey Conklin, ( GM ) he said he'll look into it. Sure enough, he resolved my issue quickly with an advanced replacement of what I was expecting. ( Even rushed the order at No charge ) To me.... this is good business. Thank you read more

Hi everyone, I am writing an amendment to my review that I posted a few weeks back. Immediately after reading my review the manager of Starfire call me and stated that he could not believe that this was the first he had heard of my struggles. He apologized profusely and started to take action. They refunded me for the hand man's hours, they contacted the vendor that made the fire pit and got them to make a complimentary piece out of the abandoned wine barrel and then they even supplied a cover for it. Now I have a lovely fire pit and matching table and everything works! I have to say, I was extremely frustrated when I wrote my first review but now I am quite happy with their reactive turn around. They really showed me that they truly care about me as a customer. I love the pieces. They are beautiful and unique. I am not much of a reviewer as you can see but I felt it important to write a followup that showed how happy I am after both companies went out of their way to make sure that things were rectified. I now highly recommend this company and specifically the wine barrel fire pit. It's nice to know that there are still companies out there and genuinely care about their customers and their satisfaction. Thank you to Lindsey, John and Carol for going out of your way to turn a very bad experience into a great one. read more

My husband and I visited Starfire Direct at the address given and was escorted a couple doors down to their very small showroom. It was such a disappointment. Very few displays. Nothing as impressive as the website photos. I asked the representative there a few questions about my particular fireplace and he had attitude and just stated "we don't do installations." When I asked him to refer me to someone who would, he went into the backroom and returned empty-handed. He asked my husband and I to wait so he could find whatever he was looking for, but we just left. His attitude made it such an awful customer experience, and we were the ONLY customers in the showroom. I believe his name was Eric but I'm not positive. Will NEVER return. read more

I purchased a fire pit online through Starfire and was told it would be delivered in 3-4 weeks. It's now 4.5 months later and I've heard nothing from Starfire. I paid in full in March and have called and emailed the company numerous times, only to receive the runaround and estimated shipment dates that never happened. They are simply a middleman with no control over or communication with their manufacturers. They simply point the finger at the manufacturer and blame them for any issues after taking your money. There has been zero communication from Starfire and no effort whatsoever to address the situation. They have been quick to blame Covid for delays in shipping, which I can understand, but I can't forgive the complete lack of effort in communication or customer service. My phone calls aren't returned, no one answers my emails, the dates I have been given when I do manage to get someone on the phone never materialize, and customer service does nothing about it. This is a poorly run company with terrible customer service, and may be downright fraudulent. Beware. read more

Best customer service. Best quality of glass and material that I've found. If you wanna update your house or business, this is how to do it. read more

After searching Google for fire glass to bring our fire table to life I too came across Fireglass San Diego and gave them a call They were unfriendly and unprofessional over the phone. I then called Starfire Direct and went to their showroom in Temecula. Not only was the customer service exceptional, but they have a miniature fire pit and showed me how the different kinds of glass looked while burning. What a class act! I am so glad that I found them! Don't waste your time and money dealing with many of the others who sell inferior products and don't value your patronage. I HIGH RECOMMEND Starfire Direct! read more

Highly recommend this company! We ordered a beautiful firepit / table that we saw in a store for double the price. Went direct to Starfire instead and saved money. Their customer service for scheduling our delivery was perfect. They called to be sure we could be home when the delivery would be made. Everything went very smoothly and the quality of the product is great. I wish all companies had this good of customer service! read more

I am sitting in my truck, parked right outside of this establishment, because I had to write a review immediately. This company is outstanding. From the first person I spoke with on the phone, to Mitchell who finalized my purchase and made sure all my questions are answered, everyone had customer service as priority #1! I was in dire need of parts for my fire pit that were not delivered on time from amazon, and starfire not only had the parts in stock, they made sure I was able to pick them up promptly. It was in the middle of their yearly inventory, which I thought would be a problem, but Mitchell walked to the warehouse and hand picked the parts I needed. I have written very few reviews, but felt this company definitely deserved praise. Thank you starfire for being a company that strives to keep customers happy in a day and age where that is rare. read more

Starfire Direct was fantastic to work with. I wanted a specific look for my firelpace and didn't know what materials I needed. The sales representative answered all my questions and consulted with an installation specialist to ensure I had everything I needed to install the glass fireplace myself. The order arrived in one box very quickly and installation was super easy. I was very happy with the level of service I received from Starfire and on top of that the finished product looks GREAT! I would defintely resommend this company. read more