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Complaint Details
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Initial Complaint
12/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a DURAFLAME heater through Wayfair.com it started to have a code E2 on the front of the heater. According to manual it was a thermostat relay. They sent a replacement, I installed it according to instructions. Still getting E2 code. **************** promises call backs but never delivers on promise. This has been going on since pruchase on Sept 24 2022. **************** at ********************** claims they are too shorthanded to assist me in a timely *****. Called consumer department at their parent company Duraflame, finall got a call back message. When I call back no ine answers and I am back to a promise of a callback which never happens. In the meantime my product is a lemon with an E2 code so I am stuck with a product that is inoperable. I need a response and a resolution to this problem.
Business response
12/06/2022
We are reaching back out to the customer to try to do trouble shooting steps and if trouble shooting steps do not resolve, we will offer a full replacement.Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a patio set through target and tk classics is the vendor on 7/14/22. When I made this purchase they sent the wrong size cushions slip covers and it took 3+ months to get the vendor (tk classics) to send the correct cover size. On 8/6/22, I ordered the furniture covers for this set once again through target with TK classics as the vendor. It was advertised as 8 protective covers for the 8 cover furniture set but I only received 5 covers. I tried to contact both Target and TK classics (10+ time each) to send the missing protective covers. Target reached out to tk classics on my behalf but never got a response from them. I tried contacting TK classics directly but they either did not answer or in the rare case that they did answer they deflected me back to Target and refused to service me. This process took so long that eventually snow came and potentially damaged my chairs that were missing the covers I was trying to chase down. I therefore had to move them into my narrow garage for protection while I sort this out. My wife ended up hitting one of the chairs that is now damaged and wobbles. Target eventually refunded me store credit so I could make the purchase again to get my chair covers but the price has raised by $131.69. I now have all the chair covers I need but one furniture piece (corner piece) is damaged and I'm out the additional $131.69. Tk classics continues to not respond or service me.Twin star seems to be the servicer or vendor for these requests.Business response
12/06/2022
We are working with our accounting department to see how we can refund the customer since the original payment was sent to the retailer. We should have an update soon and have the refund processed for the customer.Initial Complaint
11/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On November 17, 2022 we purchases an electric fireplace from Wayfair. The heater insert is faulty and sparks after about one minute and this stops. We have been attempting to contact Twin Star Home for over a week without success. We registered through their online portal and created a ticket as well as calling the customer service line everyday. Their is no response on the portal, and the customer service line either answers with a busy signal or requests a phone number for them to call back. They have not returned any calls. ******* would not accept a return for a damaged item, redirecting us to Twin Star Home customer service. We would like to have a replacement heater unit.Business response
12/06/2022
We have reached out to the customer and offered a full replacement we are waiting on pictures and receipt from the customer so we can send the full replacement.Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been trying to call twin star to get a matter resolved in regards to a electric fireplace I purchased a few years back. A piece quit working and when I call them they tell me I will receive a phone call back within ***** hours. It's been over a month . Then when I call they say they have to escalate to their manager and I will get a call back. I have tried calling the last 2 days only for the system to cut me off after ***************************************************************** line comes up. Still no phone call. This is getting to be ridiculous. All I want is for someone to call me back line they say and get my issue resolved. The issued that need addressed is the fact that the heat button doesn't work anymore will not come on.Business response
11/30/2022
We have reached out to the customer and ordered the switches the customer requested, and we have requested our warehouse to expedite the shipping. Thank youCustomer response
11/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
11/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 10/29/2022 I ordered a Duraflame Infared Stove ****** ************* Flames, QVC Item # V39500, Order #********** for $173.19; the item was delivered to my residence on 11/07/2022 and I unpacked the item on 11/08/2022 and noticed it was missing the 4 assembly screws necessary to attach the legs to the base of the heater unit; I called QVC customer service on 11/08/2022 to inform them of the missing 4 screws and QVC informed me I had to call Twin-Star customer service at ************ to obtain the screws; I contacted Twin-Star customer service on 11/08/2022 and articulated the problem in detail and was assigned a customer ticket # ******, and was told a customer service representative would contact me via phone to resolve the issue within 48 hours; I never received any call back; after 3 days I called back Twin-Star customer service and explained why I called because nobody followed up with me and they verified my information and stated my ticket number and case would be expedited to the highest priority and someone would call me back in 48 hours; nobody called me back; after 3 days I called back QVC customer service to rearticulate my concerns and the representative told me she would elevate my concern to their vendor team to reach out to Twin-Star and noted their were numerous customer reviews on their web page concerning the item stating a lack of mounting screws after they had purchased the item from QVC; I immediately called Twin-Star customer service and informed them this was the third time calling them on this issue and nobody had called me back the previous two times and they informed me the issue was being addressed to a supervisor and someone would call me back within 48 hours to resolve the matter; after 3 days nobody from Twin-Star called me back which leaves me no recourse but to file this BBB complaint against Twin-Star.Business response
11/21/2022
We have placed the order for the screws per the customer's request.Customer response
11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**********************************Initial Complaint
11/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2017, I purchased a Tresantini Wine Cooler with Thermoelectric cooling from Twin-Star International Home Furnishings. It recently stopped cooling. I contacted **************** *************) on 11/7/2022. A work ticket was created (******) and we were told that a technical expert would contact us within the next 1-2 days. We have called two additional times and no one can provide any information as to when someone will respond. Today it is 11/17/22. It is unconscionable that no one has replied to our simple repair request. We need to have this unit repaired!Business response
11/18/2022
we have reached out to the customer and walked through trouble shooting steps. Unfortunately, the model is discontinued, and we no longer have parts to offer but we gave the customer all the list of parts as he requested. We also referred the customer to www.winecoolersdirect.com in case they wanted to purchase a new wine cooler for their cabinet.Initial Complaint
11/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On October 17, 2022 I called Twin-Star to order a replacement remote control for our heater/fireplace. I was told they would ship me one for just the postage of $17.50 within 2 weeks. That night I saw that I was charged twice on my credit card for a total of $35. I called the next day and was told I would get a refund on the double charge. That never happened and since then, I have called about 10 times with each representative promising me it would be taken care of. I also never received the remote control. So I am now out my money and I have not received the product.Business response
11/15/2022
We are contacting out warehouse to ship the remote asap and I have contacted the finance department to assist with the refund. As soon as the refund status and tracking is available for the remote, we will update the ticket. We apologize for the delay.Customer response
11/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
11/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the product on October 3rd, 2022 on Amazon and paid $267.43. The product is a TV stand with an electric fireplace in the middle. After only one time using the heater it will not work as it is suppose to. There are two switches in the upper right hand corner and when I switch on the heater it comes on for a minute and kicks off and stays off. I have registered the product with the company and first reached out to them via email about the issue on October 14th, 2022. The email stated they would be in contact with me within 48 hrs. The 48hr period passed and did not receive any word from Twin Star so I called customer service on October 17th, 2022. They said they would refer my name and number to a technician and they would be in contact with me. After TWO WEEKS of not receiving a phone call or so much as an email I called customer service again on October 31st. I was told I would be put on a high priority list and someone would call me. A week later, no phone call. I called customer service for the final time on November 7th and was again told my name would be referred to a technician and they would be in contact with me within a 24 to 48 hour period. The 48 hours is spent and not one word. I was argued with about the manual when clearly from my end the manual the woman was reading did not reflect what my user manual entailed concerning the heating element. I have had more than enough patience with this company. I just need the heater replaced. I believe it may be a fire hazard and have not had it in use since the first phone call to customer service and I did not pay for a product that can not be used as it is intended right out of the box. As anyone can see I have made many attempts to get this resolved before coming to this point and I even told the company that I would file a complaint if it came down to it and they seem to still not care.Business response
11/10/2022
we apologize for the delay, but we have deemed that the customer needs a new heater blower motor. We can send that out as soon as possible if the customer accepts. Please advise.Initial Complaint
08/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On December 29, 2021, I purchased a ************ stand from Steinhafel's furniture that they ordered from the manufacturer, Twin Star Furniture. I was required to prepay the entire amount of $1845.14 even though it was not in stock and I was promised a delivery date in March, 2022. The item was not delivered when promised in March, and it was also not delivered on any of the MANY revised dates that have come and gone since that time. I've been given approximately six promise dates, all broken.The retailer keeps telling me they don't know when the furniture will arrive, so I contacted the manufacturer, Twin Star Furniture. Twin Star is capable of telling me exactly where my furniture is and when it will be delivered to my retailer, but they refuse to tell me. They keep referring me to the retailer, who claims to know nothing. Over the past eight months I have called the company NUMEROUS times, I have spoken to numerous agents, I have emailed four different email addresses. NO ONE AT THIS COMPANY WILL TELL ME WHERE MY FURNITURE IS OR WHEN I WILL RECEIVE IT! All I get it is a runaround over and over and over. This company knows the exact status of my order based on the ** # it was ordered with (below) and they know when my retailer will receive it. I AM REQUESTING THAT THIS COMPANY TELL ME EXACTLY WHERE MY ORDER IS AND WHEN MY RETAILER WILL RECEIVE IT.** #: 9-1203110 Ticket #****** Thank you for your help!Business response
08/03/2022
We are working with Stenihafels to help P ****** locate her order as the po that was given has already left our warehouseCustomer response
08/03/2022
Better Business Bureau:If I may, I would like to withdraw this complaint.
On 8/3/22, before they knew about this complaint, Twin Star did begin working with me to help me get my furniture. The Twin Star agent set up a conference call with Steinhafel's furniture and as a direct result of that phone call, suddenly Steinhafel's Furniture acknowledged having my furniture.. It appears that Steinhafel's furniture has had my furniture for almost two months without setting up a delivery or notifying me. Supposedly they will be delivering the furniture to me soon.
The representative at Twin Star has been very helpful and has promised to continue to help me as necessary to bring this to a conclusion. With their help I know this will be resolved. I am very grateful for their help and in particular, the agent's decision to set up the conference call to get to the bottom of this once and for all.
Thank you Brittany!!!
P.S. The ******** fireplace TV stand that Twin Star manufactures is utterly beautiful and I can hardly wait to get it in my living room.
Sincerely,
P ******Initial Complaint
05/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The remote to my electric heater broke. I called Twin-Star on 3/4/22 and they sent a replacement but didn't tell me it was a generic remote. The generic only turned the heater on and off and didn't do the many things (like adjusting the heat) the original did. I asked for a credit of $17.50, also said I would be happy to return the generic remote but they said not to return it. I received no credit. 3/17, request forwarded to Finance, allow 3-4 business days for it to post. I received no credit. I told them if no credit by 4/22 I would contact the BBB. 4/22 I received a call, they'll forward to the Warranty dept. to see if it's been processed, and to allow 24-48 business hours for a call back. It is now 5/11/22 and I have received neither a call, a message, or a credit.Business response
05/12/2022
Hello, to help better the customers experience we will send out the correct remote control and speed up the refund process. Thank youBusiness response
05/13/2022
Hello, to better the customers experience we've reached out to have the customer and LM advising to send a picture of the original remote so that the order is fulfilled and the customer receives the correct remote and is satisficed.Customer response
05/13/2022
Complaint: 17191677
This morning, 5/13/22, I received an email at 8:14am saying the remote had been shipped. I also received a phone message this morning at 8:30am asking me to send a picture of the original remote to make sure the correct one is sent. Moot point since it's already been shipped (not to mention I no longer have the non-working remote). I await the new remote to see if it works, and continue to keep the complaint open.
Sincerely,
***** ******r
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Get a QuoteCustomer Complaints Summary
121 total complaints in the last 3 years.
50 complaints closed in the last 12 months.