ComplaintsforTwin-Star International Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a electric fireplace - tv stand . product is defective . Evey few minuites it shuts off and restarts on its own called twinstar and after a long wait trouble shooted and opened a service ticket # ******. Was told that they would send the parts to fix. Months later after contacting them several times we still have not recieved the parts . We were contacted online saying they were waiting for customer input and parts were pending shipping so we called and they said they had no idea why it said that and parts were should be shipped they said they did not know why they haven't shipped and would contact shipping for an explanation.we can not contact shipping our selves and and the customer service representative seems to have no answers We never herd back. Called again and was told the same ***** and told it would be expedited herd nothing again called again was told again we were expedited herd nothing called again was told we would recieve a call from a technician because a technician needs to order parts. Interesting because the parts were already supposed to be shipped about three months ago. Never herd back . We have sent emails which they dont respond to. We have made numerous calls which get us nowhere we have asked to talk to a supervisor and they refuse to allow that. We have asked for the phone number for a tech and they refuse to give us one . We have asked for to talk to shipping and they refuse . All they do is give us the runaround . They say we will recieve the parts ,we dont . They say they will call us they dont. **************** does nothing except make empty promises to get us off the phone. This product comes with a warranty but they refuse to make good on it. We want our parts , they promise our parts and they do nothing. This is getting absolutely ridiculous the customer service has no answers for us and will not allow us to talk to anyone else so we are getting no where.

  

  Business response

  04/09/2024

  Hello we have shipped a warranty replacement via Fedex 273143050170 and it is expected to arrive 4/12/2024. Thank you and have a great day. 
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/22/2022 I bought an electric heater fireplace TV stand from Lowes. Twin Star International is the manufacturer and the only way to get support when your product breaks. I have tried to contact them since 1-26-2024when my heater stopped heating entirely. After trying to find assistance anywhere on the internet the only thing anyone could tell me was contact them for replacement parts or questions. The problem after 5 conversations in 2 months they say they will pass this on to technical support and I will get a call back in 24to48 hrs. You visit them online and it's the same thing no response ever. I haven't even been able to contact anyone that works for the company and am beginning to believe no one does. I ended up disassembling the heater and found that the quartz bulbs have both stopped working due to the wires burning off on opposite ends for each bulb. They are no help at all in customer service. I just need a new bulb so my 91 yr old mother can have heat in her room. I have two tickets entered with them. One ticket has the part number I need to order from my owners manual. **************** does not take orders. I dont believe they have anyone in technical support,

  

  Business response

  03/25/2024

  We have reached out to the customer and let them know that the part is on back order and if wanting a refund they would need to refer to Lowes. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an electric fireplace from Menards on 10/25/22 that contained a Chimney Free fireplace made by Twin-Star International. In February of 2024 the unit stopped heating. I read the troubleshooting section of the manual and did everything it suggested but still no heat. I registered the unit on tsicustomerservice.com and told them of the problem. I received an automated email from them saying that they were sorry and would be in touch with me within 48 hours. Three weeks later I still had not heard anything more from them so I went back to the customer service website to remind them and told them I was willing to pay for a new heater/blower and inquired about the price just so I would be sure to have the correct part. I still have not heard anything. I have checked my spam folder but there's nothing there either. I am frustrated with a company that seems to have little or no regard for the people who buy their product.

  

  Business response

  03/22/2024

  We have reached out to the customer and order the requested part. Please allow 7-10 business days for delivery. Thank you 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been trying for over a year to get resolution of cabinet lights that no longer will come on. At one we were told they would send replacement part(s). Please see details in letter sent to CEO ***************** on two occasions by mail as the fax number on your website did not work. We have requested a response from Mr **** or his office and current fax through customer service. To date have not received a reply from an executive as we wanted them to be aware of our long standing saga and disappointment with customer service. Nor a current fax number from customer service.Thank in advance for your assistance.

  

  Business response

  03/21/2024

  Hello ****** we deeply apologize if we could get the part we would but this model is discontinued and the part is a part that was made by our factories so we can only suggest to go to a hardware store to find another light option. The part number is PH-LGTSW002 but again, we can't guarantee this is something that will be found at a hardware store. Thank you 

  Customer response

  03/25/2024

   
  Complaint: 21461565
  
  I am rejecting this response because:  I am deeply disappointed I did not receive a response from the executive office after sending the *** two letters and asking the same of customer service.  I wanted the executive office to be aware of our 16-month saga with **************** to get our lights working, being told the part was available and would be ordered free of charge, given the circumstances. Only to be told after a year plus that the part was not available and may not be available from a hardware store.  When I googled the part number given by ****************, I find there was no match.  I googled LED Cabinet lights and find I can replace the entire system for $18.99 plus tax, about what Twin-Star was comping me for the replacement part. I would be willing to accept $25.00 and a hopefully a confirmation from the executive office acknowledging they have reviewed. This seems to fairly insignificant given the length of time and effort by all put into this matter,

  I worked ******************************************** the US and know the importance we put on what we termed "**************** Complaints.

  AMAZON Listed - apparently too large to download. So copied here:

  ***** Under Cabinet LED Black Cover Puck Lighting Kit with Touch Dimmer Switch for Kitchen Cupboard Closet Lighting (3 Lights, Warm White)
  Visit the ***** Store
  4.6 4.6 out of 5 stars    243 ratings 
  100+ bought in past month
  $18.99

  Thank you for your consideration.

  Sincerely,
  
  ***********************

  

  Business response

  04/03/2024

  Hello ********************* that spoke to you on 3/21/2024 is one of senior customer service representatives that works at our corporate office and advised you of the information that we have to offer. We deeply apologize for the inconvenience. If we had the part available we would gladly ship it out but, since you are out of warranty, we would be charging $17.50 to ship the part, We are not able to send money for you to order the part on Amazon and also unfortunately we are not able to guarantee the part will work. Thank you and have a **************. 

  Customer response

  04/04/2024

   
  Complaint: 21461565
  
  I am rejecting this response because

  We are vacationing in ****** and I don't have access to my notes, etc. I think we were told around July 2023 the part was available and would be ordered free of charge for our inconvenience and lack of proper response from Twin Star.  At one point we were told reimbursement for the cabinet may be a solution. We were never told the product was out of warranty until recently and got promises it would/could be resolved. Never have we experienced such poor customer service.  We feel our request for a meager $25.00 was extremely reasonable.  And in the end the cost of responding to additional rejections will outway the cost. 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/04/2024

  Hello ********************* ******* that spoke to you on 3/21/2024 is one of senior customer service representatives that works at our corporate office and advised you of the information that we have to offer which was the part number. We deeply apologize for the inconvenience. If we had the part available we would gladly ship it out but this model is discontinued we aren't able to get the part. Since you are out of warranty  we would be charging $17.50 to ship the part so we are not able to send money for you to order the part on Amazon and also unfortunately we are not able to guarantee the part will work. Thank you and have a great day. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an electric fireplace at Menards in September 2023 that was manufactured by the brand Twin Star International. By the end of December 2023, it was no longer working. It would either not turn on at all, or it would turn on but then turn off as if something had flipped inside it, which didn't feel safe to continue using. I called Twin Star on 1/3/24 to open a ticket (ticket # ******). They told me a technician would reach out to me to find a time to examine the unit. After hearing nothing from them, I reached out on their online service ticket portal on 1/19/24 to ask if anyone was going to contact me, and heard nothing back. I called again on 2/9/24 and was told they didn't know what happened but would escalate the issue to another team to get it resolved for me. On 2/20/24, I still had heard nothing back and sent another message via their ticket website and got no response. Today, 3/18/24, I called Twin Star AGAIN to ask what was going on, and was given the same response as on 2/9/24 - they're very sorry, they will escalate, but I can't talk to anyone there who can do anything. This wasn't an expensive item, but I just wanted to be able to enjoy a fake fire in my fireplace until I can afford to get the fireplace made safe for real fire, and now winter is over, and this piece of garbage took up money that I could've spent on someone else's product that would've actually worked. Twin Star has done absolutely nothing to resolve this issue.

  

  Business response

  03/19/2024

  Hello we have reached out to the customer via phone and email and offered a replacement. We are waiting to hear back from the customer. Thank you 

  Customer response

  03/19/2024

  The business left me a voicemail and an email this morning that they want to reach me to trouble shoot the issue, not offer a replacement. They already have my address, so if they're going to send a replacement, they don't even need to talk to me. But I'm going to speak with their customer service hopefully this afternoon when I am free and will see what happens from that conversation.

   

  (interesting that they only moved forward with actually reaching out to me and addressing the issue when I opened this complaint...)

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Duraflame 3D curved front ******** electric fireplace with remote control from Wayfair which was delivered on 1-25-24. In less than 4 weeks, the unit stopped working properly. The burner is on when plugging unit into wall socket. When you turn the fireplace off with the remote, the burner stays on. You have to unplug it from wall socket to turn it off. It is in a "ALWAYS ON STATE". Everything else seems to be working at this time. So, it appears I need a part under warranty that controls the burner state correctly.

  Customer response

  03/11/2024

  I called Customer support and filed a complaint. I was issued ticket#******. I was told I would be contacted in ***** hrs. After over 2 weeks, I had not heard from their tech department, so I called again. They told me the same thing, someone would contact me in ***** hrs. After another 4 days, I have still not heard from them. Because, it looks like I may not get results through customer support, it forced me to file a ******************** complaint. 

  

  Business response

  03/13/2024

  We apologize for the delay. We have reached out via email to find out the best time to trouble shoot. please have the customer reply to the email. Thank you 

  

  Business response

  03/13/2024

  We apologize for the delay. We have reached out via email to find out the best time to trouble shoot. please have the customer reply to the email. Thank you 

  Customer response

  03/26/2024

  I received a phone call from twin stars and ******* went through a scripted troubleshooting doc. She decided that the problem was a temp sensor. This was shipped to me and I installed it and tested it. This did NOT fix the issue. Unit behaved the same. There are several problems with this approach. The customer support person is not a technical support person. She is following a script. I'm guessing they are going to drag this out and send me the next cheapest part to see if that fixes it. She also tried to charge me for shipping and handling to the tune of $17. I reminded her it was under warranty and that my original complaint was filed less than a month after receiving item. I got her to back down, but if I hadn't she was going to require me to pay for a warranty item. This probably says it all about this company. In the meantime, I have been without this small fireplace for most of the winter when I needed it. This company needs to refer problem to their technical support, so someone can figure out the part involved in this issue and send it to me instead of following a script where they are just trying to figure out the cheapest way to make me go away. I'm guessing they would never just ship me a new unit, so this is going to keep dragging out indefinitely.

  In summary, their fix did not work and I reject their solution.

  Customer response

  03/26/2024

   
  Complaint: 21417669
  
  I am rejecting this response because:

  I received a phone call from twin stars and ******* went through a scripted troubleshooting doc. She decided that the problem was a temp sensor. This was shipped to me and I installed it and tested it. This did NOT fix the issue. Unit behaved the same. There are several problems with this approach. The customer support person is not a technical support person. She is following a script. I'm guessing they are going to drag this out and send me the next cheapest part to see if that fixes it. She also tried to charge me for shipping and handling to the tune of $17. I reminded her it was under warranty and that my original complaint was filed less than a month after receiving item. I got her to back down, but if I hadn't she was going to require me to pay for a warranty item. This probably says it all about this company. In the meantime, I have been without this small fireplace for most of the winter when I needed it. This company needs to refer problem to their technical support, so someone can figure out the part involved in this issue and send it to me instead of following a script where they are just trying to figure out the cheapest way to make me go away. I'm guessing they would never just ship me a new unit, so this is going to keep dragging out indefinitely.

  In summary, their fix did not work and I reject their solution.

  
  
  Sincerely,
  
  *******************************

  

  Business response

  04/08/2024

  Our CS agent has already received your update and we have a warranty replacement placed. This should ship with in this week. Thank you 

  Customer response

  04/20/2024

  I have received a warranty replacement unit and accept this solution from company. I give them kudos for doing the right thing here and replacing defective unit.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My electric insert stopped working with the assigned error code. I phoned four times in five days each time being told a service tech would call me back to discuss the issue. Third time I called I was disconnected three times after a lengthy wait. Was promised one would call me back ASAP. All I needed to know was what part i needed to order to fix my insert. Each time I gave them my assigned service number of ****** so they knew I had called before. Extremely poor customer service. I guess I'm simply going to have to order a complete new inserter from another company.

  

  Business response

  03/22/2024

  Hello we have reached out to the customer and were able to do trouble shooting to resolved the issue. The customer's issue is now resolved. Thank you 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by Twin Star via mail and email about a voluntary recall on their electric fireplace. I called them on 1/4/24 and was notified of the proper procedure (send pics of date code and serial number). I was instructed to cut the cord on the unit and send a pic. Which I did. They told me on 1/6/24 that I would receive a $200 digital gift card sent by a 3rd party company called Blackhawk. I never received the digital gift card. I was told to check my spam folder, which I did - still no refund. I called on 1/19/24 to say that I still had not received the digital gift card. They told me they would call me back within ***** business hours. They didn't. On 1/28/24 they instructed me to call Blackhawk. I did, and they didn't have any record of a request of that nature by Twin Star. They told me to call back Twin Star. I have been on the phone with Twin Star approximately 3 times since then and they keep saying they will "escalate" the issue to a "higher department" and assure me that someone will contact me back within ***** business hours, but they never call back and I always have to call. Today the call was dropped on their end.Ticket number: ****** Refund Reference Number: ********* You can go to the website: ***************************************** and login as me Username: ****************************** Password: Connie8008%This will show you the ticket number and back and forth of this matter.

  

  Business response

  03/06/2024

  We have reached out to the third party company to confirm the email address that the gift card was sent to and to see if it could be sent to email address **************************. Thank you 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duraflame heater purchased 11/26/2023. Switch on the heater broken after 2 1/2 months. Called Twinstar on February 8th, got a ticket number and then no follow up

  

  Business response

  02/26/2024

  We apologize for the inconvenience we have placed an order for the switch and it shipped via USPS 9405511206204961180567 and delivered 2/23/2024. Thank you 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ********* electric fireplace model 23EF033FSL-S and an E-5 error code comes on and the fireplace will not work. I contacted customer service, they will not transfer to technical support or give out a direct number for that department or a parts department. They told me due to a back order they dont have the part to correct the issue, but when it does come in they would send out the parts free of charge. *** asked to speak with a supervisor numerous times, was told that I will get a return call within 24 hours, that never happened. Its been an ongoing issue for almost 3 months and still no resolution. Zero communication from this company, its extremely frustrating. I just want my electric fireplace to work, it is used as a heat source for my home during holidays, leaving family members in a cold room this year due to the equipment not working. I just want the parts to fix it or a bypass to get it working. If they cant do that a replacement should be given.

  

  Business response

  02/21/2024

  We reached out to the customer to reach out to Lowes who has the parts first and if they are not available to contact us back. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩