Starfire Direct

No way to contact them to return their product. Their phone is always busy, they don't reply to e-mails or voice messages.

Hi everyone, I am writing an amendment to my review (below) 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. FIRST REVIEW OF EXPERIENCE I know that when you read reviews, you have to take them with a grain of salt but this review is an honest true story and I hope it saves someone else a lot of aggravation. Where do I begin. This company had such a great name and product I was so excited to build a custom fire pit for myself. From that day on, (the day that I paid almost 4k for a fire pit) it went downhill. How disappointing. The errors were endless. First they said it would be delivered in 2 weeks from ordering, it was even printed on my invoice. After 4 weeks, I called to find out where it was and it took 3 attempts to even get someone to answer me. Once I got an answer they said it would be shipped the next week. After another 2 weeks, I called again and got the same, no response. Finally, they told me it was shipping that week. When I finally got it, over 6 weeks late, it was missing a part that is needed to actually make it work. I had to go to Home Depot and buy a 60$ worth of parts (gage) that we needed to install for it to work. Then we realized that the propane tank would not fit in the base. We tried for a while in different directions and no luck. We called the company and they had the nerve to send me a video showing me a lady sticking a propane tank into the base. Really? So I sent them a video back showing how mine DID NOT FIT! They argued with me for a while and send me to the manufacturer to discuss it with them. It went back and forth for a while until they told me that there were "different sized tanks" and some manufacturers made them slightly smaller. I knew they were wrong but I agreed to drive around town and see if we could find one that was smaller. Total waste of my time, all standard tanks are the SAME SIZE. Finally, after more arguing, they agreed to send me a new base that I would have to disassemble and reassemble on my own. Can I remind you that this fire pit was almost 4k?? The base arrived a week later and I hired a handy man to help install it as it was not a simple project. After we determined that the tank in fact fit in this base, he started the process. I thought things were going well and low and behold, another issue. He calls me outside and said "there is no hole for the igniter panel". I almost burst in tears. Sure enough, the old base had a big hole cut in the base for the igniter panel to be mounted and this new one did not. I called Starfire immediately. They had the manufacturer call me and can you believe what she said to me… "I understand you need some assistance in walking you through how to swap out your base". I almost lost it on her. I calmly told her what was going on and she insisted that we had the hole we needed. I had to take pictures again and finally she said "oh yeah we shipped you a different base, you needed the one with the ....." So I told her that my handyman was going to try and cut a hole in it and try and make it work. She offered nothing. I called Starfire and demanded not only someone pay for my gage, but someone pay for the hand man's time and materials. On top of it I decided I wanted more. I wanted compensation for the weeks of aggravation that this has caused. It has now been 3 weeks since this has all happened and NO ONE has called me back nor has offered a solution. When you spend this kind of money on something you expect a certain level of customer service. While the man at Starfire tried to help and tried to resolve some of the issues, in the end he failed because I still have no resolve. I will NEVER buy from them again and you can be sure that my voice will be heard. I am an educated and reasonable woman who was willing to work with them to fix the issues and they treated me like a moron and gave no compensation for THEIR mistakes. This is unacceptable and the ONLY reason that they even got One Star is that the unit is beautiful. Don't buy from them.

We have done business with Satrfire Direct for many years. There knowledge and customer service makes them a pleasure to work with. If you are a business or a customer, they strive to make sure you have the best experience and that you receive the product that will fit your job the best.