twinstarhome.comReviews of twinstarhome.com

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!

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

WORST CUSTOMER SERVICE I have ever had. I bought a Tresanti desk in Costco and after a couple of months, it started to give problems. I opened a ticket (#763203) on November 14, 2022, and is almost the end of March 2023 and they have not solved my issue. I've easily called like 6 times already and every time the representative says that someone from the tech support department will call. LIES!!! No one calls. They don't honor manufacturer warranty. Please save your money and do not make business with Twin-Star Home. They do not care about customers. I don't understand how Costco which has one of the best customer services does business with them.

I received a damaged fireplace apparently b/c it was packaged badly. I ordered it via Wayfair. I contacted wayfair they said that I had to contact the distributor directly. I did. I have pictures. Wayfair asked for pictures I sent pictures as requested they send an email back saying thanks but no thanks we don't need these pictures you need to send twin star they specifically ask me to send them to wayfair twin star didn't want the pictures they're like no OK so then I'm thinking maybe they'll ask for the pictures later they've never requested pictures. With Twinstar everything they took months! Apparently they had been trying to contact me but they only left one voicemail a few days ago, I called. But you don't call somebody countless times without leaving a voicemail especially regarding business. I called back they started over from scratch as if it was the 1st time I called. It's an endless cycle of nothing happening. This company is horrible. I don't know if I even noticed the brand when I ordered it but anytime from now on I order something for my home I'm definitely gonna look for twin star and I will not order from this company. If anything goes wrong you're SOL. I don't have the strength or capability to send back a package of this hug size after opening it WHICH IS THE WAY I DISCOVERED DAMAGE. They have you over a barrel because it's daunting to try and return something of this size. I need monetary compensation. There's one thing that they always say to me is very weird they say keep your line open what does that mean everybody's line is open these days if somebody doesn't answer leave a message and I'm working during the day if my relative calls me during the day at work I don't answer guess what they leave a voicemail or they send me a text that way I know how urgent or not urgent the phone call is.

Horrible, horrible company. Please dont waste your money. Our vanity arrived damaged, in multiple places. Chips from the countertop, chunks broken from the joints. The company doesn't care. They just run you around in circles and because the staff aren't "technicians" refuse to answer any questions. A week into this fiasco and the only question they could answer was that they definitely do not under any circumstances refund customers money.

on march 3rd I purchased furniture covers from amazon and I believe it was Nov 17th I was taking off the covers and my cushions were full of mold and the covers inside were also full of mold I cleaned them with spray in wash stane remover but it stained them I just cried. this set was never sat in. the same day I called amazon it seemed like I just got a big run around they did refund me the money for the covers. but my cushions were damaged. I don't have the receipt. I know I paid about $ 1400 for the set the cushions were made for this set

This place literally does not care about you or your experience with them. I have a fireplace that has worked great UNTIL it just stopped working. I called Customer support, and they told me a technician would call me in 24 to 48 hours. After 48 hours had passed, I called them again. They of course apologized and said, we have sent a message to the techs again to call you. After another 48 hours passed, still no call. So I call again, NOW they escalate my case and someone will call back in 24 hours now. After ANOTHER 48 hours no call, so I call again and I demand to speak with a Supervisor, and of course they are busy, and they promised me that they would call me back SAME DAY... It has now been another 72 hours and NO ONE has ever called me. I dont even know what to do at this point. I am keep record of all my attempts and that they refuse to contact their consumers. I have also contacted the Better business beareau and have provided them everything I have. I dont think this place is a SCAM, I just feel they dont care once you've made your purchase. They know there isn't much we can do, so they just ghost you until you go away. So sad companies like this make money. I just hope someone see's this post before purchasing anything from them. Just save your money and go ANYWHERE else.

Been back and forth with this company for over a year to get a replacement part. They send you 2 emails, and if you do not answer right away, they close the ticket, and you have to start all over again. They say, the part is on backorder, will be here this or that date, and the date passes, no status, nothing. This company SUCKS!! DO NOT BUY from them. Anyone need a decorative fireplace that doesn't heat?? USELESS.