twinstarhome.comReviews of twinstarhome.com

If I could write zero stars, that would be the rating, not only is the product poorly constructed. The fireplace I Couldn't align the doors. My main problem now is that the heater and the blower is not working.I have been contacting customer service since January 10. I have even talked with supposedly manager/supervisor they assured me someone would get in contact with me and here. It is exactly 2 months later and still, no one has followed up. Horrible horrible horrible!!!!

none of the holes line up. have to cut the plastic pins to make the screw holes line up. in other words, the hutchs you sold us are just so much junk. haven't even opened the sideboard cabinet for assembly. Know that is will be a nightmare just as the other two pieces were. If I could give you people a negative review I would.

Item was shipped damaged then returned could not get an answer when it was gonna be re-delivered. Customer service sucks. Can’t understand a word they say.

The absolute worst customer service. I have been dealing with replacing my fireplace that I bought a Extra warranty for just in case it breaks and it did break after a little under a year. Do not buy Twin Star electric fireplace as they will break.

Garbage units, garbage warranties, atrocious customer service. 3 year old unit in peace of furniture smells like it's burning and gets e3 code. 6 days, no response to ticket, get cs (Jill) on chat to resolve...no solutions, buy a new one she says. Atrocious attitude and I'm truly shocked that a part that is sold in an expensive piece of furniture only has a 1 year warranty. Solution they offered was buy another insert...why are your products disposable, rather than dependable? Quite surprised by the lack of interest in resolving issues and standing behind products..initially spoke to Bob's furniture and they indicated Twinstar would replace part or unit...that's clearly the right thing to do but not Twinstar approach.

terrible customer service. Still attempting to get them to replace a faulty heater / blower unit for a fireplace we purchased from Menard's. I've called 5 times and get promises from them to contact be back but it doesn't happen. I asked to talk to a supervisor, but they told me they would personally reach back out to me with 24-48 hours...it still hasn't happened. This will be my last twinstar product I will ever buy.

Horrible product, even worse customer service.DO NOT BUY ANYTHING FROM THIS COMPANY.

Order not received - It’s been 5 weeks. Crickets on Twin Star customer service ticket opened - zero response on mult attempts to get answered. Offshore customer service simply answers phone and takes tickets. Has zero company insights. Company seems like an empty shell.