ComplaintsforTwin-Star International Inc.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased PN ODP10557-48D908 (Standing *************** Charger) on 1/8/23. Set up the product on 1/9/23. After several uses, the wireless charger no longer works. Called customer service on 1/10/23 after following the troubleshooting steps provided online. The customer service representative informed me that the case would be escalated and to expect a call within 48 hrs. As of 1/16/23, no one from Twin Star Home contacted me or updated the information on my ticket. I asked for the status on 1/16/23 via comments in the ticket. I called back on 1/17/23, and customer service informed me that I should expect a callback yesterday. Called back on 1/18/23. I have not received a callback to date.

  

  Business response

  01/19/2023

  We apologize for the inconvenience. We have reached out to the customer and ordered the part and it should ship shortly. Thank you

  Customer response

  01/26/2023

   
  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. I received the replacement part and instructions for installation.
  
  Sincerely,
  
  *****************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 29th we purchased a tv stand with an electric fireplace insert. The fireplace insert was delivered first and then the cabinet was delivered on 12/30/22. When we put the fireplace together, the fireplace insert was not working properly nor was the remote control. On 12/13/22 I called Wayfair to report the issue and they said we needed to report directly to Twin Star since they are the manufacturer of the insert. On 1/2/23 I contacted Twin Star and was told they'd have a technician call me. I have called two times since and was told they would escalate the issue but I've not heard from anyone. They said they could not transfer me to a manager or to the technical assistance department.

  

  Business response

  01/12/2023

  Hello *****, we are waiting for pictures of the front and back of the heater and as soon as we receive that we can process your warranty replacement. Thank you 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Mother bought me an electric heater from them and it is supposed to come with legs and did not. Have spent hours on the phone trying to contact them at ************ and nobody ever answers just says your call will be answered in the order received. The manual states they are open 24/7 but they are not. The recording gives you an address to get online to order parts but I should not have to buy parts when they were supposed to come with them. My model number is CFI-******

  

  Business response

  01/13/2023

  We have reached out to the customer via phone and via email for the model number so we can see if we have inventory for the model. Please email us back or call us back so we can get these shipped out to you asap. Thank you 

  Customer response

  01/14/2023

   
  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.It should not have taken two months, over 4 hours on the phone on hold, leaving two call back requests and then finally me contacting the BBB for this to be resolved. I believe if i had not contacted the BBB they would not have resolved this. I am glad they are sending the legs but their customer service is not good. They acted as if they are doing me a favor by "waiving the shipping fee" for me on something their company forgot to send to begin with.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order this product through Menards **** Special Order Vendor Part #: ****** Color: NA ChimneyFree ****** 54" ***************************************************** ******* Cost $339.00 While assembling the fire place, the blades on the side of the heater cut my thumb. I know it was an accident, but this could have been prevented by making that part safe or at least putting a warning sticker. My thumb hurt badly for a few days. The worse part is that it happened before Christmas. I was on charge of the cooking for a large family. It was very painful to use my thumb and it took me longer to accomplish everything.I never thought about complaining, but I really want you to modify this, so no other customer gets affected. In addition. When I got cut and realized I was bleeding very bad, I dropped the heater over the board and the board got scratched very bad. I would love to know how to fix or if you can exchange that piece.

  

  Business response

  01/04/2023

  I am so sorry to hear this happened. We will have someone reach out to you today and we will notify our product team of the issue. Thank you for your patience and understanding

• Initial Complaint

  12/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a fireplace tv stand as a Christmas gift from my daughter. Unit was missing all the hardware and one side piece to the fireplace. I created a ticket online and never received a reply. ****** is the number. I tried calling several times and was on the line for over 30 minutes each time. No one responded. All I wanted was the missing pieces so I could enjoy my gift.

  

  Business response

  01/04/2023

  We have reached out via phone and via email to find out the customers model number. Please contact us back so we can further assist. We apologize for the delay. Thank you and have a great day. 

  Customer response

  01/05/2023

  Complaint: 18661340

  
  

  I am rejecting this response because:

  I will bot accept until either I receive a replacement item or satisfactory missing parts. Yes, they emailed me and I promptly responded within one hour. Over 24 hours later, no response from the company.

   

  Sincerely,

  
  

  *******************************

  

  Business response

  01/06/2023

  Hello we will submit for a warranty replacement, but our warehouses are currently closed until January 11th for inventory but as soon as that is over your full replacement will ship. We apologize for the inconvenience. Thank you 

  Customer response

  01/06/2023

   
  Complaint: 18661340
  
  I am rejecting this response because: until I receive the replacement,  I am not closing my complaint. Thank you
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a factory defected heater form ******* , so ******* is hard to return ( Many errors ) , so for 9 months I tred to regerster the heater , and site was error finnly I got regersrered , explained the details of it arriving factory defected the swich wont turn off ( safty Issue), so they sent me parts and want me to disasemble it , with instructionds that are poor pringing , pictures are black , and I can not see them . I also don't know why I am burdened with disasembling it . I feel they need to own up to their warrany , now ther shining me on . it cold winter in NW ******* . I need my heater assembed delevered . as the ad says come assembled . I have found multible complaints *************-OFF report . so I am far from the only costomer that is gethg groomed till my warreanty pass , tho I have till 01/04/23. what worris me it took 9 months . they are not compling with there warranty, so I am up set . that they will not reply to me . please help. my words are true

  

  Business response

  12/19/2022

  We have contacted the customer and we are sending a full replacement heater. Thank you 

  Customer response

  12/20/2022

   
  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

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is my attempt in getting customer support on a product I purchased from ****** October 1st 2022 and at this point I don't have anywhere else to turn too and looking for your help. I Purchased the following on 10/1/22 Item # ******* ****** 74"The Twin Star International Fire place Entertainment center.Within 30 days of the purchase, the unit started creating a clicking sound in the motor when the light was on the fireplace, so I put in a service ticket with the manufacturer Twin-Star International. (Ticket #******)On 10/29/22 - I submitted my ticket / issue with the unit On 11/3/22 - I inquired on the issue ticket via web portal as per manufacturer I was supposed to receive an email or call within 48 hours regarding the issue but did not.On 11/24/22 - I received a call from a technical agent (this was Thanksgiving) and I missed the call. However I received a voice message so I replied once again to the web portal.On 11/27/22 - I requested a follow up via a web portal. On 12/7/22 - I requested a follow up via a web portal. On 12/8/22 - I called customer service and escalated to rep on phone - I was told technical support would call me within 48 hours. On 12/11/22 - I requested an update via web portal, (i did not receive a call at all)On 12/12/22 - I called customer service back to escalate the situation. I was told the same story that i would receive a call within 48 hours.On 12/12/22 - I reached out to ****** place of purchase and received contact information for a local rep.12/12/22-12/16/22 - been in contact with rep to get Twin Star to provide support. rep suspected the motor in unit was bad and said he would try to initiate a insert swap.12/16/22 - I still did not receive a call back from Twin Star support, I called customer support # spoke to rep ***** over the phone. I explained the issue again to ********************** stated they would only swap the motor. I explained i would not be able to swap the motor in the unit my self and insisted they sent the entire insert unit instead. I asked to escalate and the customer service rep ******************* up on me.

  

  Business response

  12/19/2022

  We have reached out to the customer and offered the part to resolve the issue. The customer has agreed and if the part doesn't fix the issue, the customer will let us know and we will send a replacement. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I originally bought the Tv stand on November 19, 2022 and it was shipped on the 22nd. We received the item and when we were putting it together we were missing part C. We called Wayfair which gave us Twin Star number, saying we had to go through them for the missing part. They said any communication would go on their portal and they would answer. As you can see I always have to call back. They did not have the missing part so they said they would have to send me the whole unit. I have called several times and get the run around every time I call. On 12/7 I was told a technician would call me back about the update and never received a phone call. I received an email on 12/8 stating the order and it would be shipped in 3 days. Here it is the 15th and it has not been shipped I called back to day and was told it was still in pending status and a technician would call me back within ***** hours. Which if I do I will be surprised they never return a phone call. I was told I would have this item by Christmas. The rep I talked to today said that it would be shipped on her before Christmas. I asked to speak to a manager because I keep getting the run around and he told me there was no managers around. No one there can give you a straight answer and they keep telling you they will follow up which they never do. Their customer service is terrible...they just want to get you off the phone. There has to be someone there that knows what is going on.

  

  Business response

  12/15/2022

  we have an order placed but due to this is our busy season the order has been delayed. I have reached out to our warehouse for status and we will get this shipped as soon as possible. ticket ******

  Customer response

  12/15/2022

   
  Complaint: 18578405
  
  I am rejecting this response because: this is the response that I keep getting and then no one gets back to you on this.  This should be resolved and there has to be someone there that can tell when this is going to be shipped.  I understand that it is the busy time but that is not my fault.  I can see this going on into January and this should not be.  It is not my fault a piece was missing.
  
  Sincerely,
  
  *********************

  

  Business response

  12/19/2022

  Hello **** the order has shipped via fedex 391875781197 ETA for delivery is 12/23/22. We apologize for the delay. Please let me know if there is anything else we can assist you with today. 

  Customer response

  12/20/2022

   
  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov 16 2022 I contacted Twin-Star International (TSI) asking about a replacement remote control for a product purchased in 2017. ***** the customer service rep was very helpful finding the part. I was instructed there would only be a shipping/handling fee required. As we were completing this transaction, there seemed to be a glitch in their system and I was asked for my payment method information twice.On Nov 18th I discovered I was charged the shipping/handling fee twice. I contacted TSI and *** the customer service rep seemed to be helpful, she indicated she saw in the system where this happened and would forward my request for a refund of the extra charge. I was told this should take ***** hours.On Nov 22 I had not received the refund and again called TSI. The rep this time was less helpful so I asked to speak to a supervisor. None was available and I was told I would be contacted in ***** hours. Again no call was received. I called again on Dec 2nd talked with a rep and got a similar promise without. On Dec 5th **** asked me if I had verified that the fee had in fact been taken twice by *** when I told him I had, he assured me that he would ensure a supervisor would be consulted and that he would follow up until this matter was resolved.On Dec 12th I called yet again (30 minutes after opening) and happened to reach the rep I talked with on Nov 18th. This time she again seemed to want to assist. I explained to her everything I had gone through. I was firm that I expected a call from a supervisor by close of business or I would engage the BBB. No call has been received.

  

  Business response

  12/14/2022

  refund request for $17.50 has been sent to our accounting department and should be processed shortly. we have called the customer to advise him of this update also

  Customer response

  12/16/2022

   
  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

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on march 3rd I purchased furniture covers from amazon and I believe it was Nov 17th I was taking off the covers and my cushions were full of mold and the covers inside were also full of mold I cleaned them with spray in wash stane remover but it stained them I just cried. this set was never sat in. the same day I called amazon it seemed like I just got a big run around they did refund me the money for the covers. but my cushions were damaged. I don't have the receipt. I know I paid about $ **** for the set the cushions were made for this set

  

  Business response

  12/12/2022

  we have received the customer's information and we have sent to our QC team to review. As soon as they reply we will be calling back the customer with the results of the claim

  Customer response

  12/14/2022

   
  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,
  
  *****************************

  

  Business response

  12/21/2022

  we have offered the customer that we can send the $1000 requested to compensate for the claim but we have requested a receipt showing the furniture purchase of $1400 but the customer does not have this so without the receipt we can offer $300.00. The customer did not accept this offer but this our final offer at this time. Thank you 

  Customer response

  12/21/2022

   
  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,                                I WE BE WAITING FOR THE $300. I DID GET IN TOUCH WITH ***'S CLUB THEY FOUNF THE RECEIPT BUT IT WILL TAKE TWO BILLING CYCLES TO GET IT. I NEED TO MOVE ON IT IS MAKING ME SICK I HAVE CLOSED MY AMAZON ACCOUNT I DON'T NEED TO BUY JUNK AND BUY THINGS FROM PEOPLE WHO MISLEAD OTHERS THATS NOT A WAY TO RUN A BUSINESS BY ********. WHEN YOU GO MAKE A PURCHASE FROM A COMPANY, THEY NEED TO TELL YOU ABOUT THE PRODUCT. THERE REVIEWS ARE NOT GOOD AT ALL ON AMAZON THAT SPAEKS FOR IT SELF. SO ILL TAKE THE $300 AND MOVE ON 
  
  *****************************

  

  Business response

  12/22/2022

  Please send your ship to address so we can submit a check request for the $300. Thank you 

  Customer response

  12/22/2022

   
  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,               MY ADDRESS IS    ***************************** ********************************************* 34684
  
  *****************************

  

  Business response

  01/24/2023

  I have reached out to our accounting department to see if we can void the original check and send another one

  Customer response

  01/24/2023

   
  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.  I WILL ONLY ACCEPT THIS OFFER IF THE CHECK IS SENT OUT BY FEDEX 
  
  Sincerely,
  
  *****************************

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