Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a firepit. It was before pandemic in 2020. The firepit is made of fiber reinforced concrete and is disintegrating. We keep it covered all the time except the few nights we have used it. The company will not stand behind it because it is over the 2 year warranty.

• Initial Complaint

  Date:07/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased "Vin de Flame Enthusiast Wine Barrel Gas Fire Pit Table" along with Vintage Wood Tray Cover on 10/30/21 order #****** for a total cost of $2680 plus tax less $100 discount. I received the product late December as promised. Product finish included a three year warranty and started to crack & peel. I called Starfire Direct and they directed me to call/inform Vin de Flame directly. I have attached email sent to Vin de Flame (I purchased 48” Vin De Flame fire pit last year. Order #20***** from Starfire Direct The order shows PO#***** Starfire Direct states that they no longer have a relationship with vendor and are unable to help me further. They also stated that there was a one year warranty. I returned to them original paperwork that shows a 3 year warranty. They responded the note below: It is essential to emphasize that we no longer conduct business with Vin De Flame due to significant issues regarding their negligence and failure to meet the expected standards of quality and service. We made this decision to ensure that our customers receive only the best products and support from us. When it comes to a warranty that is set by the manufacturer, this is the manufacturers responsibility to fulfill. We apologize for this entire situation, but it does not fall on the retailer. Reading the other complaint listed on BBB site it appears that they were aware of issues as early as beginning 2021 but still continued to sell product. I offered in good faith to accept 10% of purchase price as a refund of amounts paid to settle the issue. They stated any item they sell is the complete responsibility of the manufacturer and they are unable to resolve in any other manner. I feel as a retailer of product they have some responsibility for the product they sell.

  Business Response

  Date: 08/02/2023

  Dear Mr. ********* and BBB Customer Service,

  We certainly empathize with this situation.  We strive to provide our customers with the best products and customer service possible. 

  Regarding this particular order, it was a special order item that we fulfilled in December 2021.  "Special Order" means it is NOT stocked at our facility, nor do we have any part in the manufacturing or holding process.  Rather, once Mr. ********* ordered from us in October, we placed a special order with Vin de Flame and they fulfilled the order, shipping the product directly from their facility to Mr. *********.  As is common with most retailers (Amazon, Best Buy, Wayfair etc. included), our typical window for complaints or for refund is within 30 days, which did not happen.  This is likely due to the fact that at that time, Mr. ********* was pleased with his purchase.  The issue in question has to do with the finish or workmanship of the product.  This falls under a warranty claim, and any warranty claims are either approved or denied by the manufacturer, Vin de Flame, not Starfire Direct.  Again, we do not have any control over the manufacturing process or their business, so although we are happy to do our best to help facilitate a claim by means of reaching out directly to the manufacturer on the customers behalf, we cannot be held liable for how the manufacturer proceeds with the claim.  

  During 2022, we severed our relationship with Vin de Flame and have discontinued selling their products.  It's worth noting that it is very common for retailers to sell products that eventually become discontinued or that they no longer choose to sell.  Most all products come and go with seasonality and trends.  This product is no different, and we cannot be expected to continue selling the same product forever when trends, products, and brands change.   

  Starfire Direct no longer works with this brand and we have already attempted to reach out to them on behalf of Mr. ********* with little to no success.  Although we empathize with Mr. *********'s position, his complaint should be directed at the manufacturer of the defective product, not with the retailer who is long outside the return window.  

  Example: A customer buys a Dell laptop from Amazon.com or Best Buy.  The customer has approximately 30 days to return the laptop for refund or exchange.  If a year and a half passed, and the the laptop started to malfunction and the customer tried to get Amazon.com or Best Buy to take back the laptop, refund, or compensate for the failed product, the retailer would direct the customer to the manufacturer for any warranty issues. It is not the retailers warranty, thus they are not responsible for any claims.  The manufacturer is responsible for any claims.

  We would be more than happy to do our best and assist Mr. ********* within our limitations.  

  Kind Regards,

  Starfire Direct

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered two sets of fireballs from Starfire Direct on 10/6/22 (Rasmussen Vented Uniform FireBalls Set - 21" / Natural) for two new fireplaces costing us $987.32. They arrived without any instructions for installation. Our contractor installed them on a regular fireplace burner and they immediately burnt and turned an awful black color. They are unusable now. We contacted Starfire Direct for a refund or replacement, and they declined saying that they were improperly installed. However, they failed to send any installation instructions that could have prevented this. They were not emailed with the online order and did not come in the packaging.

  Business Response

  Date: 01/26/2023

  Thank you for reaching out to us again regarding this contact for our customers Mr. and Mrs. *******. They did previously contact us, and communicate with us on the product they purchased on our website. We were looking forward to assisting them, however due to mis installation of the product and our website clearly stating the product is designed to be used with a specific burner and that, even when used with this specific burner, this product is a special order item (Made to Order) and not returnable.

   

  Facts:

   

  1. Customer purchased two separate orders: ******* & ******* (Under two different accounts).
  2. Customer did not speak to any of our staff prior to purchase.
  3. Our website clearly states that these fireballs should only be used with a specific burner, outlines that soot is natural and expected to develop and warranty will not/can not be honored if used outside of manufacturer requirements:

  *************************************************************************************************

  Spec Sheet on our website: ******************************************************************************************************************************

  Warranty on our website:

  *****************************************************************************************************

  Care Instructions:

  ****************************************************************************************************

  4. The customer did confirm they are using a different burner, which excluded them from a replacement/warranty:

  Photo Provided by the customer:

  5. The burner the customer should have purchased to be eligible for returns:

  ***************************************************************************************************

  We did our best to reason with the customer and hope we can assist them going forwad.

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:
  
  The “instructions” were in hard-to-find fine print on their website. The fireballs came with zero installation instructions or guidance that a special burner was needed. Since you failed to clearly communicate that a special installation was needed, this is what might happen. During the ordering process, you need to make it clear that a special burner was needed. As you can see from the order confirmation, no instructions whatsoever were sent. If you fail to do so, then you need to send specific installation instructions with the product. All products come with printed installation instructions to prevent this from happening. You failed to do so. As such, you need to stand by our failure and refund our purchase. The fireballs are burnt and unusual, and you refuse to accept a return of the product. 

  Business Response

  Date: 01/26/2023

  Hello BBB, 

  
  

  This will be our last correspondence, as our position was stated in detail on our previous email. Although we see the customer's point of view, what they are presenting is not the whole story or a reasonable response based on the facts they chose to leave out and/or misrepresent. Our policy is in place to protect Starfire Direct and inform/educate our customers. There has been exceptions to this policy from time to time, based on the circumstances. This specific customer, unfortuntely was not eligible for an exception due to:

  
  

  1. In this specific situation, if we were contacted prior to purchase, we would have been able to inform the customer of these facts, on the first call/chat. We were not, so it is assumed the customer made an educated purchased based on the information we provide for our customers.
  2. Our website is quite user friendly, and all of the areas that outlines the facts mentioned in the previous correspondence, are easy to access to our customers (Not to mention in numerous areas on the specific product page itself). We would respectfully disagree with the statement "Hard-to-Find", since the mention of compatibility is under the first drop down menu of "What's Included." Our customers do have to take some accountability, if they chose not to contact us prior to purchase, and a lack of research was done on their part. 

  
  

  Visit our site:

  ************************************************************************************************* 

  Facts and details are located in: 

  
  

  • What's Included
  • Description
  • Shipping and Returns
  • & Resources and Downloads

    
    
  • Still have questions? Call us, Chat us, Text us

  Possible Solution: 

  Although we can not warranty a replacement or accept a return on the products that were used improperly, we would be happy to assist the customer with the same product at our cost, if they are wanting to use new spheres and the correct burner in their home. 

  
  

  This will be the only offer we are able to extend, given the facts of the entire situation. 

  
  

  -Starfire Direct Customer Service. 

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because: you failed to send installation instructions with the order confirmation or product. Thus, it can’t be reasonably expected to adhere to a special installation if you fail to do so. Do the honorable thing and accept the product back for a refund. It’s pretty simple. 
  
  
  

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER #******* was placed on Sep 2, 2022 for a total of $582.45. The items included a DIY kit for a propane fire pit and fire glass. One part of the order (the fire glass) was delivered by Fedex on 9/12. No tracking for the actual fire pit was sent but this arrived within a week later (box was damaged by carrier but products were not damaged). After setting up the fire pit as described in the included instructions, I noticed the flame was small, remained inconsistently lit and had to be manually ignited often. Product was clearly not as described. I contacted StarFire direct to request a Return (9/19). StarFire suggested I consult with their technical staff to help troubleshoot the low flame. I decided to try this as if they could demonstrate I was doing something wrong and the product was as described I would keep the product. I put the product back together, followed their updated guidances and instructions, ran the necessary gas leak tests, and recorded video and pictures of the process. The issues remained. Again, the burner had to be manually lit often as it would not retain a flame and each lame was less than 0.5 inches. There was no leak. Clearly the propane was not being supplied sufficiently to allow for the product to operate as marketed/pictured. I sent Starfire direct this message (2nd email with pictures trying to troubleshoot this) on 9/27. I was emailed back that someone would get back to me. As no one had replied to me, by October 6th I sent another email requesting to make a return. This is now my 3rd attempt at returning the product that clearly was not as advertised. As of Oct 12, the time of writing to the BB, I have yet to hear from Starfire direct. I want help returning this product as it is clearly not as described.

  Business Response

  Date: 10/19/2022

  Good Afternoon! A support ticket was started on 9/19/2022 regarding low flames on a DIY kit. 4 photos were received along with details by the customer. The following message was sent to help with diagnosing the customer concern:
  Good Afternoon *****,
  Just a follow up to my voicemail. Glad to help you diagnose the low flames.
  If you can smell propane, you may have a gas leak below the pan. Your installation connections should be rechecked by a gas tech. Flared fittings should not have tape or joint compound. Only pipe fittings. The teflon tape also needs to be gas rated. After all connections have been correctly made, a gas leak test needs to be completed. The link below describes doing a gas leak test.
  
  https://www.youtube.com/watch?v=38r1kJk9TY8
  
  Areas to check:
  1. Regulator - Was the black connector attached to the propane cylinder correctly? It is possible for this to get cross threaded which will cause the cylinder to leak. Did the hose itself get a cut or tear in it which might leak? Is the hose connected to the key valve tight?
  2. Key Valve - Did one of these fittings come loose somehow?
  3. Flex line to burner - Also, try seeing if the flex line is loose where it connects to the air mixer under the burner pan. You will want to check the connections made to ensure everything is fully tightened. Was pipe joint compound or yellow gas tape used on the compression fitting? If so, this could cause the leak.
  4. Air Mixer installation - From the photos, it appears that the air mixer is installed correctly. In the past, we have had installers remove the air mixer and install backwards. Is the "arrow" on the side of the brass air mixer pointing towards the burner?
  Also here is a gas fire pit safety check list for your reference.
  
  https://starfiredirect.com/blogs/articles/gas-fire-pit-safety-checklist-before-you-ignite
  
  These are the areas that need to be checked. Please let me know if you are able to review. I am also happy to call you to review in further detail. I am available 8-5pm Central time. Please let me know what time works best for you and I will call you.
  
  Respectfully,
  *** ***** | Technical Support Advisor
  ************ | ***@starfiredirect.com
  Starfire Direct | starfiredirect.com
  Facebook | Instagram | Pinterest | YouTube
  
  9/27/2022 reply by customer:
  Dear ***,
  All recommendations have been met and yet the flames are still small and unable to stay lit.
  Please see attached videos. 
  After talking with our technician he believes the regulator you sent with this kit is inferior.  It should be one with a control knob to allow for greater gas flow.   
  I look forward to hearing about a full product return.
  *****
  
  9/29/2022 reply by customer:
  Dear StarFire Direct,
  Could you please reply with guidance on how to proceed?
  
  9/29/2022 reply to customer:
  Hello *****,
  We appreciate your patience in our response. *** is currently out of the office this week and we are short staffed in our technical support team. I will have him reach out to you as promptly as possible once available.
  Thank you for your patience in this matter.
  Thank you,
  ****** ****
  ******@starfiredirect.com
  Starfire Direct | starfiredirect.com
  facebook | Instagram | Pinterest | YouTube
  
  10/6/2022 reply by customer:
  Dear StarFire,
  I have been patient and appreciate your guidance, however as initially requested, I would like to proceed with a full return of all products.
  Please provide an update on this request.
  
  10/17/2022 Call to customer, reached Voicemail:
  Called the customer and reached Voicemail. I offered further assistance to help troubleshoot his fire pit lit. I also advised that parts that have been installed are not eligible for return. Only new, unused, in the original packaging items can be returned. I provided my contact number for further assistance.
  
  10/17/2022 reply to Customer:
  Good Afternoon *****n,
  We apologize for the delays we are experiencing. Just a follow up to my voicemail. I am glad to further assist and can even speak with your installer to help correct the low flame concern. The regulator that was included with your kit has been sold with hundreds of fire pit kits. If your tech feels that it is faulty, we are glad to arrange a replacement regulator of the same model. Please let us know if you would like to proceed with a replacement regulator.
  If you are looking to replace the regulator for an adjustable regulator as suggested by your tech, you would need to search other websites. We do not sell adjustable regulators. Please keep in mind that an adjustable regulator will need to be calibrated for use with your fire pit.
  Starfire Direct accepts returns on new, unused, and resalable items as long as the items are in their original packaging. You can read about returns and exchanges on the below link.
  
  https://starfiredirect.com/pages/shipping-returns-exchanges
  
  Respectfully,
  *** ***** | Technical Support Advisor
  ************ | ***@starfiredirect.com
  Starfire Direct | starfiredirect.com
  Facebook | Instagram | Pinterest | YouTube
  
  
  10/19/2022 - We will reach out to the customer through our support ticket to further review

  Customer Answer

  Date: 10/20/2022

   I am rejecting this response because:
  
  The issue still remains.  Today I provided a link to my google drive where, by their request, I have uploaded videos clearly showing the faulty product.  I have attached them here as well.  I have also asked for proof that this product can indeed produce images as described on their website.  I remain firm that this product is faulty. 

  Hopefully the company will continue to work with me.   They continue to remind me of their return policy that they only accept unopened product yet had me set it up to troubleshoot (I can be seen spraying a soupy gas test solution on the product as per their instructions), thereby ensuring it was "used".    The product's original box is still intact, except for the side that the delivery carrier destroyed.   

  
  

   

  *****

  
  

  Business Response

  Date: 10/24/2022

  
  Sent: Monday, October 24, 2022 12:05 PM
  To:
  Subject: ******* - *****n - Product Help/Flame height
  
  Good Morning *****n,
  Thank you for sending the link. I shared the video with our Team. It appears the key valve is not being used while trying to light the fire pit.
  
  He should have the key valve as the primary source of operation. I think he has the key valve open, and it turning the propane tank ON. The internal regulator is not building pressure on the key valve and putting the tank into a “Limp” mode.
  
  Having the key valve in the open position will not allow the correct pressure to be utilized at start up. Please try the following fire pit lighting sequence on the attached video to ensure the necessary gas pressure is present.
  
  The steps to follow are:
  1. The firepit key valve will need to be in the closed position.
  2. Open the valve on the top of the propane tank.
  3. Hold lit lighter over the fire ring burner near a burner port.
  4. Slowly open the fire pit key valve usually to the left.
  5. As you see the flame come up, continue opening the key valve, the flame should expand to light the ring.
  6. You can adjust the flame using the key valve.
  7. To turn off the fire pit, turn the key valve back to the closed position.
  
  *****n, please try this and let us know if this works.
  
  Thank you!