StarfireDirect Reviews

If 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!!!

Placed 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.

Easy online ordering and fast delivery.

Well, 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.

I 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.

Great fire pit and the staff was super helpful. We will be back for more.

Great product & good value...

DON'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.

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!

Would 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!