ComplaintsforTwin-Star International Inc.

Furniture Stores

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Complaint Details

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Initial Complaint
03/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Initial Complaint
02/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have a product that has a faulty remote. We made a purchase of an entertainment center that included a sound bar and a fireplace. We enjoy it, however the remote to the sound bar has had an issue since purchase. We put in a new battery and in 1-2 days, the battery is dead. They're a button/watch battery, so not the cheapest. I tried to reach out via their website, where they have a form to request replacement parts. It asks for a model number. I have one (provided them with the picture) however, in the form it's asking for a more specific number, which is not on my product. I reached out to their customer support via their website to ask for help. I've spent almost two hours now with their customer agent "****" ignoring and/or purposely closing my live chat. All I want is to know how to be able to get a functioning remote because without it we are unable to fully use the soundbar and adjust the treble and bass.
Business response
02/14/2024
Hello we apologize for the delay, We have placed the order for the remote and it should arrive within **** business days. Thank you.
Customer response
02/14/2024

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
01/30/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an entertainment center with fireplace Model # **II042FGL from Lowes online, and it was delivered. When I put it together, I had received two left doors, and an error when using the heat on the fireplace. Per the instructions, I called Twin Star and opened a ticket. I uploaded pictures via the online portal and was told I would receive a call. I have called them 7 times since then, and each time, I am told it is being escalated and that I will receive a call within 24 -48 hours. I never receive a call. My wife loves the unit, but we need the correct barn door (right) and a fireplace that works. Since it is an item that had to be put together, I do not feel I should have to disassemble and reassemble a new unit, but rather have the replacement parts shipped to me since it is not Lowes's fault either.I am providing emails I receive after I call them each time, and the customer service portal shows that it has been over 30 days since the first contact.
Business response
02/05/2024
Hello we have reached out to the customer and sent the requested part. It shipped via fedex 270482867038 and delivered 2/5/2024
Customer response
02/05/2024

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
01/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Needed parts, opened a ticket, was told a tech would call within 48 hours on 2 different occasions. Never heard from them.
Business response
01/31/2024
Hello we have reached out to the customer and advised unfortunately we are unable to provide the part due to the item is discontinued and the unit only has a 1 year warranty and the customers heater was purchased in 2013. We advised dimension so the customer could purchase a new electric fireplace insert if they wanted to replace. Thank you
Customer response
01/31/2024
I now understand that this part is no longer available. The original conversation was that a tech would get back to me within 48 hours. I thought that meant there might be other alternatives to buying a whole new unit. Two more times when i called I was told a tech would get back to me within 48 hours. The "repair ticket" remained open during this period. If someone had called me, I would not have waited 2 weeks to get that information.

Customer response
01/31/2024

Complaint: 21215074

I am rejecting this response because:I now understand that this part is no longer available. The original conversation was that a tech would get back to me within 48 hours. I thought that meant there might be other alternatives to buying a whole new unit. Two more times when i called I was told a tech would get back to me within 48 hours. The "repair ticket" remained open during this period. If someone had called me, I would not have waited 2 weeks to get that information.

Sincerely,

***************************
Business response
02/01/2024
We apologize for the inconvenience but this is our busiest time of the year and we are making call backs as soon as possible. If we had the part we would happily send it. We apologize we are not able to assist with the issue.
Initial Complaint
01/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We had purchased a duraflame fireplace 1/6/23 and it stopped working properly so we called twin-star on 12/13/23 to order a thermostat sensor under warranty. I made about 6 different phone calls trying to get our part sent. I was told a tech would need to contact me but I was never called. They emailed numerous times and instructed to click on a place for updates on the part. I could not get into the site due to it constantly saying I didn't have a good email address for ourselves! They've claimed to have "expedited" our request but it has been over a month and still no results. It doesn't help to call because they give me the same run around each time. Supposedly my ticket #is 833928.It concerns us that others will buy this fireplace and not be able to get needed parts too.
Business response
01/24/2024
We apologize for the delay. Our inventory at the beginning of the year delayed our shipments but the warehouse has confirmed this order will ship today. Thank you for your patience and understanding.
Customer response
01/24/2024
We agree with the company's shipment of the needed part. We are concerned that it may not happen because we have been told this on a few other occasions. If in fact we receive the part we will be happy with the results.
Customer response
01/24/2024

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.
We agree with the company's shipment of the needed part. We are concerned that it may not happen because we have been told this on a few other occasions. If in fact we receive the part we will be happy with the results.
Sincerely,

****** And *********************
Initial Complaint
01/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So 12/22/2022 I bought a 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 12/10/2023 when my heater stopped heating entirely. After trying to find assistance anywhere on the internet the only thing anywhere could tell me was contact them for replacement parts or questions. The problem is they refuse to answer, I sat on hold today for over an hour and a half waiting to speak to anyone witb the recording constantly repeating "to expedite replacement parts or question visit us online." 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 **** company and am beginning to believe no one does. I get it employee are hard to find, but they could at the very least provide more repair or replacement part information for these products. 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. This is after I wasted money ordering the wrong part from **** thinking since it had the same model number as my heater it would fit. They are no help at all in customer service. I just need a new bulb so we can stop being so cold in the living room for a product they made and are the only exclusive ones that you can buy parts from.
Business response
02/26/2024
Hello team we have contacted the customer a few times trying to get more information. We last emailed them again on 2/22/2024 because the customer mentioned they were going to contact ***** for assistance but we have not heard back. We will reach out again today.
Initial Complaint
01/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Mirror on the vanity was plugged directly into wall outlet as instructed. The wall outlet started smoking and burned up the outlet and cord. This could have caused a fire and I believe the product is faulty. The only way Id know for sure is if they replace the mirror. I bought this at ****** in November 2023. They are sold out or they would replace this. Ive contacted the manufacturer, Twinstar International a minimum of 10 times and they will not respond. They claim they will have a technician call me but they have yet to do so.
Business response
01/23/2024
We have reached out to the customer and provided the parts to resolve the issue. Thank you

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