twinstarhome.comReviews of twinstarhome.com

The WORST customer service. I called 4 weeks ago and did troubleshooting on my standing desk and they said they would send a new motor and it would take 3 weeks to arrive. It has not shipped and seems like they are just blowing smoke and do not stand behind their products. The WORST ever 1st call was July 6th, and the next call was July 24th, and still no shipment of the motor. Frustrating.

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.

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.

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.

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.

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

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!

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.