Starfire Direct

Dear Mr. Humphrey, You placed an order for a gas log set on Sunday, June 11th. We processed your order on Monday, June 12th and sent you an email which stated that your order would "ship out in 3-5 business days." Your burner system and grate were shipped on June 15th and the logs were shipped on June 19th, which was within the lead time we notified you of. When you called and spoke to our customer service rep on Saturday June 17th, she was not able to provide an update on the logs whereabouts since the warehouse is not in operation on the weekends. She did mistakenly tell you that logs may not have been manufactured even though they were in fact sitting in our staging area waiting to be labeled and shipped out to you. But she also promised to look into it first thing Monday to provide you with the correct information. I contacted you after seeing your Yelp and BBB complaints to explain the situation, assure you that your order was progressing normally, and also to apologize for the confusion we caused when stating that your logs weren't ready. Despite all this it seems as if you were still displeased with your overall experience with our company, and for that we apologize. We will strive to learn from this situation and improve our service for future customers. Thank you for taking the time to leave all your reviews. We appreciate your business. Please let us know if there is anything else we can do for you. Best Regards, Lindsey Conklin