Twinstarhome Reviews

Horrible customer service

I received a fireplace which right out of the box didn t work Called Wayfair whom I ordered it from they said I had to call twin star home the mfg I did Waited for promised part 4 months still haven t received it Just called again waited in hold 11 mins and 35 secs Hold wait music and voice that told place in que clear as a bell but when it was my turn annoying tractor type sound was all I could hear So frustrated

If I could I would give 0 star

If I could I would give 0 star Horrible Horrible Horrible customer service I have been chasing this company to resolve my issue for the past 16 days with ZERO response the only response I get over the phone is that a Technician will call back in 24hrs and they are escalating but will never transfer the call to someone that can really help I bought a outdoor furniture in Wayfair and I regret so much for this decision I am still up to date to get any contact or resolution Terrible

Disappointing Customer Service Experience with Twin Star Home

I recently purchased a glass standing desk from Twin Star Home and unfortunately my experience with their customer service has been extremely disappointing I encountered an issue with the wireless charging pad on the desk and promptly opened a ticket to seek assistance Little did I know that this would be the beginning of a long and frustrating journey From the start communication with Twin Star Home s customer service department was a nightmare Not only did they close my ticket without even attempting to address my concerns but their phone calls were plagued with poor quality making it difficult to have a clear conversation On several occasions they even hung up on me leaving me more frustrated than before Adding insult to injury their idea of addressing the issue was merely updating the ticket to state that they had left a message for me How is this considered a resolution It seemed like they were doing the bare minimum to appear engaged without actually taking any meaningful action to resolve the problem To make matters worse the entire process dragged on for over five months I had to initiate multiple calls to their customer service each time explaining my issue from scratch with no progress or resolution in sight It s simply unacceptable that a minor issue would take such an exorbitant amount of time to be resolved Twin Star Home s lack of transparency and ineffective customer service left me feeling unheard and ignored throughout the entire ordeal As a customer who invested in their product I expected better treatment and prompt assistance After months of perseverance I finally had the opportunity to speak with a customer service representative named Gihan Z However instead of genuinely addressing my concerns she immediately insisted that I pay for shipping since my purchase was made over a year ago I emphasized that the delay in resolution was solely due to the company s own inefficiency Eventually she reluctantly agreed to ship the required parts for free It became evident that her main focus was to secure a positive 5-star review for her service as she emailed me a link and insisted that I leave a glowing review while she was still on the phone I politely requested to leave the review at a later time once the call had ended I would caution anyone considering a purchase from Twin Star Home to think twice before proceeding The lack of responsiveness poor communication and excessive delay in resolving even minor issues have left me with a bitter taste In the future I will be looking elsewhere for my furniture and home decor needs where customer service and satisfaction are given the priority they deserve

Twinstar is a Scam

I wish I could give them a 0 star Their customer service is atrocious I ordered a cabinet with an electric fireplace The heater never worked I called so many times on hold for so long They said a technician would call but never did Finally I asked for my money back which they said they would but never did So much effort for nothing All I needed was a replacement heater I got it for last winter and now another one is upon us and no heat Do not buy anything from them - it is a scam

No response when requesting parts help with the fireplace not working

This was my UNANSWERED email We have a Twin Star Model 2811033FGL SN AB-77033-U Date code 15 09 14The entire thing stopped working and we are looking for a replacement of the blower and bulb Please advise

No response to customer service inquiries

They have an elaborate system for customer service that creates tickets and such and nobody bothers to reply when you go in to inquire about parts or service Definitely avoid buying any products from this company Complete BS

Lack of customer support

I called Tech Support prior to purchasing a product to inquire about installation requirements 1 month later I am still waiting for a reply even though they created a ticket which I can plainly see online and which I have commented on twice in the interim The company has convinced me that I should take my business elsewhere If customer support is this poor BEFORE the sale imagine what I could expect after I buy the product In a way I guess customer support did me a HUGE favor

This company is trash

After waiting weeks for White Sideboard with Integrated Wine Cooler to ship I had to cancel it and reorder Eventually the item made it to the store The item was picked up After taking ALL the parts out we noticed there was NO hardware We tore the boxes up 5 times to make sure we didnt miss anything Made a call to the company and they said that the people they get parts from do not have the parts and they are on back order Why send something that can not be assembled Complete waste of money All customer service would say is to take it up with home depot

Furniture i received was damaged

Furniture i received was damaged Reported Multiple times They literally held on to my complaint and cancelled it after 1 year of purchase so it would be out of warranty I would get bs email updates about no customer response when they never even tried to contact Horrible shady company