My order was received in a neat and timely fashion, but I had to return it because the person I was gifting it to ended up receiving something similar from another family member. That's when the problems began. Their return policy states that my order would need an RMA number, which wasn't listed anywhere on my packaging slip. I called customer service and got the proper form (it was nice to speak to a person, wasn't on hold for too long, very helpful, etc). I get the form, fill it out, return it, wait. A week later I receive notice that my return package has been delivered to their warehouse. I waited a week, didn't receive my refund. Since then I've called customer service three times, each time being told that a "reminder" had been sent to some department and that I would receive my money in 24-48 hours. After going through this three times, I finally called accounting, who told me that my order was still "under review", but that they would go ahead and approve it, and that I would get my money in 24-48 hours. I still haven't gotten my refund.

Great service

I received my fire glass today and the packaging was terrible. I ordered a lot of different colors and I DID NOT WANT THEM MIXED UP! I found some "plastic bags with holes" in the box. It is a hot mess. I am returning my order just the way I received it. The 1/2 fire glass looked good, but it is to big, so I will reorder and get 1/4 BUT please package the colors I select in strong plastic bags so they will not mix, Thank you Susan Farris

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 (One Star) 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.

Like the Starfire Direct insert - this one with all the remote options. Still trying to figure out the thermostat, but it was a relative breeze to install and get working. (It's my second from them). Delivery was very fast, and instructions are well written.

The fire-pit we ordered arrived pretty damaged. After checking with Chris, we cannot say enough about his professionalism and his way to handle the situation. Chris, all our thanks for handling this to our utmost satisfaction.

Order delivered missing yellow fireplace glass. Called and the assured me it would be sent from another location. When I received the shipment it was the wrong color.

The Starfire Direct representative took the time to explain the different options of products, research my price comparisons from other suppliers and provide guidance on the which purchases were in my best interest. This type of customer service and honesty is exactly what buyers look for in a retailer. These characteristics are what's required for us to become a loyal, repeat customer. I rate my transaction with 5 stars and look forward to my next purchase with Starfire Direct. Thanks for everything!

I had a issue with the weight of the product I ordered. It was more of a shipping or packaging issue. It was resolved and replaced.

Customer service was great