Customer ReviewsforTwin-Star International Inc.

I have been trying to get a switch for our fireplace since 2/1/24 from Twin Star. There are ******************************************************* regard to this issue. I would not recommend buying anything made by this company. The electric fireplace was purchased thru *******. I would give them zero stars if possible.

I have been trying to get 2 tiny little pieces of hardware from this company to complete a cabinet that sits in my foyer without one of the doors. I have made at least 10 phone calls starting 2 months ago. All have resulted in empty promises. When I asked customer service where their warehouse was located the person assisting me said he didnt know. (I have gone to Lowes to see if I can find the hardware, but I couldnt find a match.)

Do not do business with this company.I purchased an adjustable desk and part of it broke in less than a year. Spent hours, days, weeks, and over a month trying to get help from Twin-Star for a part. After numerous phone calls and communications through their portal the issue was never resolved. They could not understand the correct part even after sending them labeled photos. I requested to speak with someone who could resolve this issue both via phone and through their portal. I was told they could not transfer me to a supervisor. I asked to have someone contact me immediately. They said they would expedite the ticket (heard this many times) but their protocol was to call back within ***** hours. I never heard back after multiple requests via phone and through the portal. They never resolved the issue or contacted me.In fairness the reps I spoke to were kind.Clearly this company has poor leadership.

I would give this review negative stars if I could. Its a disgrace that ****** does anything with this company. Ive been working on a problem since April of this year. Its still not resolved and they cant follow through on something as simple as ensuring the correct ship to address gets created on the label for the package theyre trying to send me. *** explained this to them in great detail and it seems like they found another way to mess it up again. Stay away from this place. Its horrible!

We purchased a Duraflame electric heater and after 2 months the flame generator began to make noise. Requested part to fix and was sent wrong part, I believe on purpose. Made a second request and waited for weeks with no reply. Called a 3rd time and was informed to take & send in photos, which I did. A few weeks later & still no reply. Looked up my ticket and saw that it was closed by the company... that's one way of solving a problem. The customer service staff have an attitude and are horrible, interacting with you as if you are interrupting their 2 hour siesta break. Can't understand how this company exists!

We received an electric fireplace from this company as a gift in November and within a few days, we were getting an error message. We attempted to resolve the problem ourselves as instructed by the manual with no luck. Since January 2024, I have called in once a week to try to get a replacement part or a replacement unit. Every time I speak with someone, they "elevate" the ticket and promise that a technician will call me within 48 hours to talk with me about the replacement part needed. A technician never calls and I call back and the process starts over. At one point, they did actually send me a part, but it was the wrong part. I've provided all the photos they requested, but they continue to not help me out.Based on the other reviews, it sounds like this is a common occurence.This company is a scam. Avoid their products at all costs.

Do not buy anything from this company! we bought a cabinet with fireplace and it was broken straight from the store, i contacted them and they said i would need a heater part and they would send it.... that was in DECEMBER of 2023 and ive had to keep calling them and i keep getting told someone will call me back or the part is being sent and it never comes and they have no idea why and whats going on. This company is a scam.

I bought a Duraflame Infrared Stove Heater which arrived Nov 2022. In Dec 2023 the machine showed an E3 error message. From the manual I paraphrase: Display shows “ E3” error which signifies a Manual Reset overheat protection has triggered. The manual tells you how to troubleshoot the error. If the problem persists it says to discontinue use of the heater and CONTACT CUSTOMER SERVICE. I called customer service for Twin Star International on 12/18, 12/22, 12/29, and finally 1/16/24. On the first call, I was given ticket # ****** and told someone would call me. Each subsequent call had the phone representative acting surprised that no one had called me and saying they would escalate the callback. On the 4th call she asked for my email and I received an email from them. The link in the email goes to a login screen which requires an email and password. (I gave an email but don't have an account nor do I want one.) I waited for a follow-up and I have received nothing. The email sent 1/16/24: Status Alert Your request with ticket number ****** has been updated. Hi XXXXXXXX, We’re reaching out to let you know that an update has been made to your customer service ticket. Please click here to access your ticket and review the new information. Our Customer Service Team will respond to any questions or comments you may have regarding your case within 48 business hours. Here at Twin-Star International Inc., every home is very important to us. Therefore, you can be sure you will continue to receive periodic emails from our team with status updates about your case. We may also reach out with requests for more details if needed. Please keep an eye out for our communications. If you receive a request for more information and we don't hear back from you, your ticket may be closed. Thank you for letting us make life at home better!- The Team at Twin-Star International Inc.

i purchase a black infrared *************** fireplace and it on recall and they give me the run around about they have not receive any pictures and I sent the picture in and i call them and gave them the model number and the serial number and they still give me the same story that they do not have the picture but when go back on line to sent it again it said this serial number has already been used they do not want to pay and I read on some of the review and they tell that customer the same thing

Absolutely terrible customer service process. I've been in the vicious cycle or TRYING to order parts for the adjustable desk they sell. Problem is, they have "technicians" and customer service people. Only technicians can help with ordering parts, and guess what? THEY ARE GHOSTS! THEY DONT EXIST! They don't have a direct line to reach them, and customer service people CANNOT TRANSFER you to them?! HOW?! "We'll just write up a help ticket and one will reach out to you". No exaggeration, I've called upwards of ***** times and not once have I been able to speak to a technician or had one call me back. ABYSMAL CUSTOMER SERVICE AS A WHOLE PROCESS, YOU SHOULD BE ASHAMED.