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Complaint Details
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Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an outdoor couch on ******* that completely fell apart. I was told and given the information to contact TwinStar home to get a replacement which I did. On 7/30/24 I received a voicemail to upload the proof of purchase along with photos of the couch which I did. I never heard anything so I sent a message on 8/6/24 and 8/14/24, and then finally called on 8/16/24 when I never heard back, they asked me to upload photos again and that I would be contacted in 48 hours. On 8/19/24 I got a call from ****** stating the issues has been resolved and a replacement will be sent. I contacted them on 8/20/24, 8/22/24, 8/28/24, 9/9/24, 9/24/24 to follow up and every time they state someone will contact me in 48 hours and I never ever hear back. On 10/3/24 I finally get notice that they are shipping the couch but come to find out they only have shipped 2 seats when this is a 6-seater 2 ottoman couch that the whole thing is falling apart. Once again, I called on 10/4/24 and 10/16/24 to state I was told I was getting a replacement and I need the whole couch, they state I should hear something back in 48 hours. Today is 10/24/24 and no one has once again contacted me. I have never dealt with a company like this before worst customer service I have ever encountered. It should not take over 15 calls and 15 messages to try to get a resolution.
Business response
10/25/2024
We apologize for the inconvenience. We will have someone reach out to you today to assist .Customer response
10/25/2024
They finally called today and said the couch isnt under warranty but I have it in writing they said they would send a replacement. What they sent isnt even what I said was messed up. Its the back and the arms of the couch. They are no help and lie to customers and just give the run around instead of being upfrontCustomer response
10/30/2024
Complaint: 22468717
I am rejecting this response because:They finally called today and said the couch isnt under warranty but I have it in writing they said they would send a replacement. What they sent isnt even what I said was messed up. Its the back and the arms of the couch. They are no help and lie to customers and just give the run around instead of being upfront
Sincerely,
******* *******Business response
10/30/2024
hello we apologize for the confusion but we have placed an order for the other parts that were requesting on 10/28/2024 we are just waiting for our warehouse to shipInitial Complaint
10/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased a DURAFLAME Heater from *** in January 2024.... *** said I have to call Twin Star...I paid $190.78....I have called 3 times so far and waited 20 mins each time to get thru and my answer is always the same.. priority e-mail being sent to whoever handles this to have a replacement mailed to my home. And they will be calling me. They never call me back?? this heater was only used for 3 mths... I'm insisting a new heater from this company or a refund, but would prefer a heater. PLEASE help me resolve this problem. I would appreciate any help you can offer. Please CALL me rather than e-mail me with any information. Thank You Very Much for your help with my problem. I DO NOT want to lose this $190.78 for a heater that only worked for 3 ****Business response
10/21/2024
We apologize for the inconvenience and delay. Someone will be reaching out to you today. Thank youInitial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased aTwinStarpiece of furniture from ********** and, upon delivery, the pre-drilled holes were incorrect, making it impossible to assemble correctly. The instructions said to contactTwinStarand not return the item, so I did so. After supplying all the requested evidence, I was notified that a replacement was ordered, with an expected delivery time of up to 3 weeks. As you can see in the attached screenshots, I received all emails and logged in every time from the notifications.After 3 weeks, I called because I had not received the delivery and was told my ticket was closed because I did not respond. Again, looking at the portal, there is no communication from me, but clearly, there was no request from me as I have provided receipts and photos. When I contacted customer service, they said they were opening the ticket again and I would be contacted within 48 hours. Today, marking the 48 hours with no contact, I called again and was told that it is 48 business hours. I asked the agent, so it is 6 working days to respond back to this, to which she said yes.After a threat of BBB complaint I received immediate attention and was sent a replacement via ****** When I received the replacement unit and began to assemble the exact same issue was occurring. The holes are pre drilled to far from the side of the unit and the cam locks will not attach. The instructions show 1 1/4" from the end of the unit but as you can see the holes are 1 3/8" from the end of the unit. This is ridiculous craftsmanship for 2 separate units to be the same exact way as a warranty replacement!Business response
08/12/2024
Hello we are willing to send another replacement and we apologize for the inconvenience of the replacement arriving damaged also.Customer response
08/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have also submitted through the ticket support system with Twin Star. Please advise when this will come.
Sincerely,
*****************************Customer response
08/24/2024
I was sent another replacement.In speaking with the agent that was organizing this i asked if this was going to be another flawed piece or could they could keep it. She checked with the supervisor and the answer was that they had no way of knowing and just sent one. For the third time this unit is has faulty manufacturing where the pre drilled holes are 1/16" farther apart on each side making making it impossible to connect as the instruction *** for 1 1/4". How is a company allowed to keep sending out flawed manufactured pieces to consumers?Business response
08/26/2024
We apologize for the inconvenience but we will happily send another replacement. We aren't able to open all of our inventory to check it all before its ships so we again apologize for the inconvenience. Please advise if you would like us to ship another replacement. Thank youCustomer response
08/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will wait for someone to contact me for shipment.
Sincerely,
*****************************Initial Complaint
07/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Recall of my electric fireplace. Model #**hf295fgt. Ser# aj10582a. Date of purchase Dec 20, 2022. I process my claim in Jan of 2024. I havent received my refund of $200. Dollars.Business response
07/17/2024
Hello we have reached out to our 3rd party team to have them resend the digital gift card. Thank youInitial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a ****************** woodstove (mdl DFI-7025-01) last November from Twin-Star Interrnational, ************, **. on-line. The unit arrrived with 2 correct legs and 2 incorrect legs. After numerous phones calls to them. I finally received just one correct leg, not the 2 I need. I called about this and I was assured I would receive a call from a tech regarding this. Over a month has passed without a response. Frankly I'm tired of calling them as it usually involves long holds with no results. My ticket# for this case is ******. The part# for the leg I need is Y21-S305-LGBusiness response
05/16/2024
We apologize for the delay. We have placed an order for the leg and should ship shortly. Thank you for your patience and understanding.Customer response
05/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a tv console with fireplace from ****** that is a Twinstar model. On February 28th I made a complaint that the heater portion broke. I received no response even after multiple comments on the ticket until may 4th. They left a message on a Saturday morning when they arent even open so I was unable to call back. I logged back to the ticket and commented answers to their questions and no response. I would like to get this fixed and am at my limit. If I dont get a response soon I will be taking it back to ****** and be very vocal about the lack of support.No response to a ticket for 2 months??!Ticket # ******Business response
05/21/2024
Hello we have shipped a warranty replacement to the customer. Thank you.Customer response
05/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I just wish it hadn't taken 2 months for the first response.
Sincerely,
***************************Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Monday, 4/22/24,placed a call to customer service asking for technical assistance concerning an electric fireplace (model no. 36HF320FGT) that would not turn on. Was told a tech would call me in 24 to 48 hours.recieved an email with work request no. ******. Did not receive any phone calls, called customer service back on 4/25/24,*************) was told I would be put to the top of the list,and would be contacted in 24 to 48 hours. Obviously,have still not been contacted.Business response
05/08/2024
We reached out to the customer provided trouble shooting and the issue is resolved. Thank youCustomer response
05/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased makeup vanity from ******* Missing hardware for assembly and slight damage. ****** referred me to company customer service to order missing parts. Tristar home kept me on hold for total of 2 hours between 2 calls and still will not send screws. They told me I have to wait 48 hours for a technician to reach out. Something that could have been so simple became complex and has left me frustrated and disappointed. Will not recommend this company to anyone. I may have to go back to ****** and or take this up with my credit card company.Business response
05/01/2024
Hello we have reached out to the customer and ordered the requested parts. They shipped via fedex 274071869358. Expected to deliver 5/3/2024. Thank youCustomer response
05/03/2024
Still do not have replacement parts. According to notes from Twinstar, it was supposed to be delivered today 5/3/24. Still not here!!!Customer response
05/06/2024
Complaint: 21642568
I am rejecting this response because:Still do not have replacement parts. According to notes from Twinstar, it was supposed to be delivered today 5/3/24. Still not here!!!
Sincerely,
*******************Business response
05/06/2024
Hello per the ***** tracking this delivered 5/4/2024 at 10:47 am. It was left a the front door.Customer response
05/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
FLAME GENERATOR MOTOR DEFECTIVE WITHIN FIRST MONTH. MADE 3 ATTEMPTS BY PHONE AND EMAIL TO HAVE REPLACEMENT PART MAILED TO ME. **** REQUESTED SUPPOTING DOCUMENTS AS REQUESTED BY TWIN STAR. THEY HAVE NOT TAKEN ANY ACTION TO RESOLVE THE ISSUE, THEN CLOSED THE OPEN TICKET ****** WITHOUT EXPLANATION. THEY REFUSE TO HONOR THE WARRANTY BY ******** ANY & ALL REQUESTS FOR SERVICE.Business response
04/25/2024
Hello we apologize for the delay. Our warehouse was making sure that we had the correct part. They have confirmed the inventory is correct and the order should ship this week.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchase a desk back in October (2023). I love it. Great price, size, and functioned properly (until March 2024). The standup desk stopped working and the display had an E3 error. The chargers would not power any devices either. I tried troubleshooting using the manual and the company website but none of the suggestions would fix the error. I noticed the charging box making a low humming noise that stopped after it was unplugged. I entered a ticket (ticket #******) on the company website on 3/15/2024. I received an email that stated someone would contact me within *********************************** I called on 4/2/24 and waited an hour for someone to answer. The representative told me my concern was very important and someone would contact me back shortly but could not provide a time frame. I should probably not hold my breath. I am disappointed because the desk was great but the quality of electrical parts and customer service is awful. I wish someone would help me fix this part but I'm probably going to have to return this to the retailer (luckily they will still accept the return). Unfortunately, they don't have this desk anymore. I will have to find a new desk to order and it will not be from Twin Star Homes!Business response
04/17/2024
Hello we have reached out to the customer and left a voice mail for a call back and also sent an email for the customer to reply to. Thank you
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121 total complaints in the last 3 years.
43 complaints closed in the last 12 months.