twinstarhome.comReviews of twinstarhome.com

This is probably the worst company I’ve ever purchased from. I bought a kitchen island from Twin Star for over $400. First, the assembly process was extremely difficult because the instructions were unclear and poorly written. After finally getting the island assembled, I discovered that two parts were missing, which prevented me from finishing the drawers. Trying to deal with Twin Star to get the missing parts has been an absolute nightmare. It should not be this difficult to get the pieces needed to complete a product I already paid hundreds of dollars for. Then, to make matters worse, I ordered the matching bar stools a few days later. They arrived damaged, and some of the screws were stripped, making it impossible to properly assemble them. Now I have two products from the same company that have both had serious quality issues. At this point, I have to question whether this company has any quality control whatsoever. Missing parts, damaged products, stripped hardware, unclear instructions, and terrible customer service are completely unacceptable. I would strongly recommend thinking twice before purchasing anything from Twin Star. For the amount of money these products cost, the quality and customer service should be dramatically better. Very disappointed and would not purchase from this company again.

The worst company I've ever bought from, bought a fireplace,used it 4 months.stopped working at all.started calling immediately for replacement parts or a new fireplace.that was 3 months ago.still nothing from them.they rarely answer the phone,and if they do you can't understand a damn word they say.they give you a ticket # and tell you someone will call you within 24 hours.never happens.what are people supposed to do about a bogus company like this? There should be some way to get help for this kind of bullshit.don't ever buy anything from tristar if you want it to work 😡🤬

I don’t usually leave reviews like this, but I want to warn others based on my experience. My Tresanti electric fireplace worked fine for a couple of years, and then it stopped working. I went through the troubleshooting guide carefully, step by step, and was actually able to get it running again temporarily. Unfortunately, a few weeks later it failed again. When I contacted the manufacturer, I expected at least some support or a path to repair. Instead, I was walked through the same basic troubleshooting steps I had already completed. After that, I was told they no longer support or sell that model, so there were no parts or repair options available. The only “solution” offered was essentially to replace the entire unit at my own expense for around $500. That was incredibly frustrating after already doing everything I could on my end. Luckily, I purchased mine at Costco and was able to return it. That made a huge difference in my case. But it also made me realize that anyone who didn’t buy through a retailer with a strong return policy is basically left stuck with an expensive product that has no real support once it fails. For a product at this price point, that’s unacceptable. You expect some level of longevity and serviceability, and this didn’t deliver either. I would not buy a Tresanti electric fireplace again and would strongly caution others to think twice before purchasing one.

The heater/fan unit in my 48 inch wall heater needs to be replaced causing an E3 overheating error. Opened a service ticket mid November, received a call back. Now, after multiple updates I am no closer to a resolution. Seems all online support is contracted to a third party that does nothing more than take the info. There is no connection to any actual support. Terrible company that doesn't give a s$%@ about its customers.

I would give them a Zero they don’t even deserve a 1 . I called their customer service because the Duraflame 23” Electruc Fireplace I had recently purchased through QVC was missing 2 legs. Waited on hold for 40 minutes & when I finally was able to get through they put me on hold 3 more times and repeatedly asked me if I had checked the box and styrofoam fir the legs… simply ridiculous. They finally gave me a ticket # and after waiting another 10 days got stuck on hold… spoke with someone who said no the 2 legs had not been shipped yet and asked me AGAIN if I had checked the styrofoam …OMG … next phone call was to QVC to tell them I was returning the Electric Fireplace and why I was returning it due to missing parts and told them that this company had absolutely awful customer service.

I bought a $150 TwinStar electric fireplace from Sam's Club. It lasted until the 90 day warranty was up, then went kaput. All Customer Service would do is tell me to vacuum around the fan and try to reset it. Sam's stopped carrying this brand. Going on the garbage heap. TwinStar is such junk, they'll probably change their company name to hide the fact that all they sell is cheaply made Chinese junk with no warranty or support. Lesson learned. Buy USA.

Twinstar is the most terrible credit union I’ve ever experienced in all my years with credit unions. Our Northwest Comm CU (which was great) has merged with Twinstar only to see service deteriorate greatly. Why?

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!!!!