Customer ReviewsforTwin-Star International Inc.

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.

Very bad customer service. Fireplace immediately had an issue with the blower motor (January of 2023). Have called several times and get told that a service tech will call me back. Have never gotten a return call. Had the store where I bought it call. They get told that Twin Star has to speak to me but they never return a call. Was also told that the closed my 'ticket' because i didn't respond to any emails. They did not send any emails. Store I bought it from finally gave them the correct email. I logged into their site to reply and still have not gotten a response. Nearly a year of dealing with them for no result. Hold wait time is also very long to even talk to someone who then tells you they can't help you. Would never recommend someone purchase from this company.

Opened a ticket for a defective part over a month ago, after a week they responded with troubleshooting steps for a completely different product. Then I called and they said a technician would have to call me back, weeks go by and no call. I call back again and they say a tech will call me back in "24 business hours" this was a week ago and no call. Today I call back again and someone answers then disconnects me, I have called 5 times today and their system disconnects me every time.

Horrible customer service!I've been waiting on a call from their 'technical ***** since October. We have two open tickets, #****** and ******. I've called several times and nobody will transfer my call or take my order info over the phone. TwinStar electric fireplace, model number 25II310GRA with a ******************* model# TS-002, serial# ********. The blower motor needs replaced and we've tried several times to order one from TwinStar directly. I've also tried to place an order thru their website but there is no link to do so. It is extremely frustrating that I can't seem to speak with anyone that can actually help resolve this issue.

I have been trying since 11/22 to get a couple small parts for my China closet, the drawer is missing. They keep closing tickets and never sending me the parts. Terrible customer service.I give up. I guess I will have to use some of a "fixer" so the drawer will slide open and closed. That is really sad. I have bought cheap furniture and had an easier time of getting missing parts.

I see by reading these reviews that my experience with Twin Star Home is very similar to others. I ordered a Braylen vanity from WayFair on Oct 25, 2022. When the vanity arrived it was badly damaged, both the cabinet and the vanity top. When I contacted them they wanted pictures and my invoice etc. The case was sent to Twin Star Home and a new order was processed on Nov 14, 2022. I didn't receive the replacement merchandise or any communication from them for 3 months. I received and email from them in Feb 2023 telling me that the case was closed due to no response from the cusotmer.