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!

We 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

Ordered 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.

Even 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.