Our family owns a small "mom & pop" store that sells heating units from wood, pellet and electric stoves. We have had Classic Flame units for a while and thought the units are nice and of good value...pray nothing ever goes wrong with it or you need customer support to help a customer fix his/her unit. There is no easy way to say it...IT SUCKS! No call backs from technicians to trouble shoot your issues, no confirmation process, no way to get what needs to be done in a manner that would be consider even slightly efficient. I have lost customers due to C/S support and have since removed the products from our shelves. You're welcome to roll the dice with these folks but my suggestion, play the lottery instead.
JA
John A.
Poor Customer Service
Poor Customer Service. I chatted with 2 different reps and kept getting handed back and forth and then go no reply to my problems. I own 2 of their fireplaces, and while I love the product, Their service follow-up is very poor. For this reason, I would NOT reccomend this product to anyone.
JR
Jaime Rodriguez, J.
Twin-Star International: Bad Customer Support
I purchased a Tresanti 47" Adjustable Height Desk, White from Costco online. Costco has done a wonderful job of getting me the desk and the replacement. Twin-Star International on the other hand has been a complete customer service failure.
After assembling the desk I found that it would not rise. My first touch with Twin-Star International Customer Support was on 29 December 2020. After some amount of trouble shooting the representative said the motor will need to be replaced and that they would need to reassign my ticket to another agent to get it resolved.
The other agent called my mobile phone on 30 December 2020. I was on a work call and could not answer the call. The person who called said they left a message on the phone. They did not leave a voice mail. This was not true.
I left a comment under my ticket number, "There was no message left. I will call 866-661-1218 today."
Please note, their support line is only available until 5pm ET M-F. This means if you are on the west coast, you have to try to catch them during work hours.
I called Customer Service back on 04 January 2021. I left another online comment under the ticket, "I called your support line, but the call was dropped. I'm calling again, but I am on hold. Please call me back." The agent I spoke to on the 4th said they would escalate the issue and left this online comment under my ticket, "/Urgent Request/ Best time to call: 3 pm - 5 pm Please assist. The call was dropped when talking with Technical support. The customer will be upset if he will not receive a call. Please assist."
I left leave additional online comments under my ticket on 05 and 06 Jan 2021.
No reply after 10 days. I called back on 14 January 2021. I asked to speak to a Supervisor/Manager. I was on hold for a bit of time before they hung up the call. I left this online comment under my ticket via their support site, "I was on hold for a Customer Service Supervisor/Manager and was hung up on while on hold. This is really bad customer service and will be reported to Costco and rating sites."
So, here I am leaving reviews on the BBB board, Trust Pilot and Costco.
Do not expect to receive customer help for Twin-Star International. If purchased from Costco, call them instead. The exchanged the desk in a couple of days. Thank you Costco.
