The service of associates involved was 1st class, they were polite. friendly, and tried to help as much as they could. Unfortunately, they were unable to provide the parts needed as the TV stand model I have is more than 10 years old and they no longer make that model and are unable to obtain parts ...
I had the worst experience with this company. The table came defected. the drawer would not close on one side. Track is welded and screwed on crooked. Called them for 2 weeks and was told someone will get back to me. Finally someone called me and told me I should return to where I bought it at retai...
Excellent customer service. All needs addressed and problem solved.
Completely satisfied with the manner in which my issue was resolved.
Purchased a bookshelf from costco called Tresanti paid Lugg to deliver it home. Opened the package and assembled it. One of the drawer tracks is bent called Twin star to send a replacement. Got a call back that they don't have replacement parts for the bookshelf and my best option is to return it ba...
Customer service was extremely helpful in sorting out a problem I had with product assembly.
Horrible customer service they lady was nice but the service was bad needed a part they missed halfway through building unit. Called on Monday asked if they could overnight it she said she would ask supervisor. Heard nothing called back Wednesday just sent me a tracking number. Friday now no part ...
Excellent customer service. Responsive, fast, courteous and most of all timely. Thank you keep up the good work
I phoned your 1800 customer service dept and spoke with a very nice and polite young lady. She gathered my request and personal info and tried desperately to assist me. My issue was a faulty blower for my free standing heater, I told her I had bought the unit at Lowe s about three or so years ago. S...
Tried to register my unit with them and model number we re not recognized. Even called and it was not recognized so exactly how am I supposed to register it.
I would buy a Twinstar product again purely for the customer service. If I have a problem they will resolve it !
SCAM! Frame is basically cardboard, and when I called in to customer service I couldn't understand the person. Warranty is FAKE!
This company's customer service is horrendous. After 8 months of actual usage, the blower motor on my electric fireplace went out. I reached out to the company to get a replacement part. They told me that it's not replaceable, and I would have to spend another $1200 to get a new unit!!! I know the p...
Customer Service help was very poor. I could finally talk to someone after staying on hold for a long time. That person would tell me that someone would be in touch with me within 48 business hours. This circus went on many times over 3 weeks. I was never contacted by anyone. However after ever...
Very helpful. Shipping part to me, so I can get the electric fireplace working properly!
Your customer service and followup is horrible. I received no help from your company. All I wanted to do was purchase another fireplace insert and was told by customer service I needed to speak with Tech support. Why Tech support as opposed to sales? Never heard back from you company other then ...
Had a problem with my thermostat and contacted customer service. It took a little longer than what they told me to get back to me but they did and the guy on the phone was very nice and he s sending out a new thermostat
I have used this product for approx Three Years never had a problem. I got an error indication and could not find my paper In called the cust svc number The person I talked to was great handled my problem great And also got a follow up two days later. Great!
Simply put, do not buy a product from Twin Star...you will be sorry. Never have experienced worse customer service in my life...a total joke. My standing desk was stuck. They shipped a new motor. There's an issue with installing it. I have called 10 times, they promise a call back within a day or ...
Ordered a TV stand with a fireplace insert from them. It did not have any hardware or instructions with it. They re difficult to get ahold of if you work from 8 to 5, once I finally got them on the phone I had a hard time understanding the person on the phone and he didn t understand what I was aski...
Tried to call customer service. On a Saturday. Call just went on hold. No message stating the office was closed nor office hours.
Tried to call about my space heater/ electric fireplace. It's only a year old. Now the fake fireplace lights only work some of the time. Heater still works. Keep in mind...
Hardware package came much earlier then stated. FireplCe was built with no issues. Product was more then expected. Very happy
Excellent customer service, was treated like a human being and she addressed all of my concerns and explained the process of returns or replacement parts. Thank you
Our heater worked for 1 winter and only half of this one. It will not produce hot air, just a pretty log glow. Spoke with Twin-Star rep who indicated parts are not being sent from China, so nothing they could do to help. So basically, through away the 1 season heater and purchase new. One would thin...
Kendra walked me through the very easy repair needed to get the heater working on my fireplace!
Thank you Kendra, you rock!!
Couldn't be happier with their customer service. Our power lift desk was malfunctioning. I sent an email message to their customer service center. Within a few hours, a customer service representative called me and patiently walked me through the process of "recalibrating" the desk to bring it ba...
The item arrived in one large box. I attempted to assemble the TV console but found several pieces of particle board to be one inch short. I made one new piece from a piece of 1/2" oak I purchased at Home Depot. After wrestling the assembly process with holes misaligned, pieces to short etc. I disco...
Not sure customer service is provided by adequately trained staff (subcontractors).
Responded quickly to my request for service and sent me the part needed to repair my unit. Don't know what else to say really - the customer service rep was friendly, and my space heater works again. The only thing they could improve on is the quality of their instruction page - if I didn't know how...
I have been very frustrated with my whole experience dealing with this company. Called in November 2018 as electric fireplace did not work which I purchased two years ago so it was out of warranty. It was encouraging they did ship me a new circuit board but it did not correct the problem. Called ...
The representative from Twinstar was very helpful in resolving my problem. I am quite pleased with my experience! Problem solved!
Very hard to deal with I have a bad fire place insert and they wont exchange it told me had to take it back to the place I bought it what a hassel very rude and a waste of my time calling I bought on March 20th and its broke now one month later please dont buy their products
The service was more than great .The new units flame colors are better than the broke unit.The cabinet is different but that's ok. Thanks to the entire team.
This company has terrible customer service. I purchased a stand-up desk and the heat sensor failed immediately. I've had to call four times to get help and each time they tell me I have to 48 hours to get a call back from support. The matter is still not resolved as they cannot seem to get my phone ...
THIS COMPANY IS HORRIBLE. GO TO THE BBB AND SEE ALL THE COMPLAINTS REGISTERED ABOUT TWIN-STAR INTER, INC. I WAS JUST CALLING TO GET AN ANSWER ABOUT MY ELECTRIC FIREPLACE AND WHEN I CALLED BACK THEY NEVER RETURNED MY CALL. THEY ARE REALLY BAD NEWS AND NOT WORTH PURCHASING THEIR PRODUCT. I THEN ...
My merchandise was missing a part. When I called customer service, I was told that it was going to take 24-48 hours before someone would get back with me to resolve the problem. I had purchased an entertainment center. I believe that the missing piece could have been overnighted to resolve the pr...
Excellent service from this company, they seem to be dedicated to 100% customer satisfaction, and they deliver, 100%. Thank You Twin-Star!
Absolutely poor customer service. Have been getting the run around for a simple part for a tv stand for 6 weeks now. No one will bother to ship- have made about 12 calls. Very poor service for something that was defective on their end. Hopefully your product isn t defective because the customer serv...
I have had to enter three tickets and my issue is still not resolved. It has been frustrating. It has been several months and I worry about the damage I am doing as I have to use the desk that I purchased back in July of 2020. Within a few months the screws and washers fell out on the drop down desk...
Expensive heater did not last and company would not stand behind.
Absolute best customer service experience. My standing desk - which I love - was stuck in one place. Twin-Star responded to my call and walked me through diagnosing the issue and then quick shipped me a replacement motor. They rocked.
Yes I recieved my Lantern customer service was fine and I received it quickly
Absolutely no customer service or support. They tell you that they can't transfer you to the technician who has to order replacement parts so you have to wait for a call back. However the techs always call from a private number so you don't answer. By chance I answered a private number by accident ...
Ripoff, home depot sells complete fireplace inserts and mantles for $300 and this place charges you $300 just for the Chinese fireplace insert that they bring from China that costs $60 LMAO.. shop around
The stove I purchased was very flawed from the start. It never worked properly and when it completely broke I tried to remove the part only to find crispy burnt pieces deeper in the unit. The people who answer the phones at twin star have been helpful and have tried their best.
Im upset about payi...
They were amazing...there was not a remote control in with stand alone fireplace...no problem...they sent out immediately. THANK YOU SO MUCH!
Terrible tech support. All they want to do is close the ticket without actually helping you. Unit won't turn on and they won't actually let me talk to a tech support person. They run you through a website which is worthless. They won't even read the details of what my problem is. Ticket #540873
The unit I bought 21 days ago had a broken hinge. One of the tabs on the hinge is broken and won't snap into place. I've called customer service twice and spent hours with them. They told me it's a new unit but it's discontinued (that doesn't make sense to me) and they don't have replacement parts. ...
You did not respond to my question regarding a part for my wine cooler. All I got were automated emails which said nothing. I am still waiting for an answer.
My wife bought a fireplace from Home Depot two years ago. It stopped working recently. My wife called the office of twin star for some assistance. They collected our information and said we will beverage in touch within 48 business hour. Well it has been 72 hours and finally we got an email stated t...
Manufactured Hampton Bay Fireplace Products sold to HOME DEPOT, will NOT honor their warranties or allow you to buy any missing parts. Total waste of time & money!!!
I have nothing good to say about this messed up company. When I have to call eight times to try and get my order right and it still isn't. Nothing but a bunch of incomatent people. I even sent apicture of the right and the wrong part and they still couldn't get it right
Doesn't even deserve a one star, a total piece of expensive junk, flames used less than 4 hours heat never used , just never turned on again, DO NOT BUY FROM THIS COMPANY CUSTOMER SERVICE IS NIL, WARRANTY EVEN LESS THAN NIL.
Less than one star if possible. Horrible customer service, can't even get a part number for replacement part that should have been covered by warranty. Customer service agent said the tech would call by the end of the day. It has been over 2 weeks, no call. Sent numerous emails, posts on their site ...
They will not help you after you give them over $1000. Don't waste your money on this company. When your products go out, they will just tell you to buy another one. What a joke!
DO NOT BUY FROM PRODUCTS FROM THIS COMPANY! THE CUSTOMER SERVICE SUCKS!!!!! I RECEIVED MY PRODUCT AND IT CAME WITH A BROKEN BOARD, I HAD TO WAIT TILL A TECH CALLS ME TO TELL ME WHAT THEY ARE GOING TO DO FOR ME. BUT I SPEND THE MONEY ON THIS PRODUCT, IM THE CUSTOMER, THEY DECIDE WHAT IS BEST FOR ME.
From the phone call to place my order, very easy, to receiving my new remote for my fireplace I took only 9 days. Very pleased with the service!
Terrible customer service and I have a brand new piece of furniture that I have to throw away. I asked for a part 6 weeks ago, have followed up to no avail. Recieved a message today that the part needed is no longer available and my request has been closed. Will be very intentional to never buy this...
Finally received a resolution, but only after paying a qualified electrician to check out fireplace and determine the main panel was not at all working. He was kind enough to go through the "Twin Star Maze" to get some action. Customer Service is beyond terrible.
If I could give this company 0 stars I would. Over the holidays this past year I purchased a TV stand with a fireplace insert from this company through a local retailer. These products come with a 10 year warranty and within 2 months the fireplace insert quit working. I called Twinstar and only spok...
This Motor was hellacious to install! Took around 2 1/2 hours.
SOOOOO PROFESSIONAL AND SPEEDY CUSTOMER SERVICE. SUPER PLEASANT EXP W/ ALL! TY!
I have not had this issue resolved and the case should not be closed!!! I was called on 1-26-21 and the ticket is still active as the paperwork was sent as proof of purchase. I have had to reach out again and again, with no resolve. It is under warranty, but no movement on TwinStar customer servi...
Customer Service is terrible. Called to order a replacement part on 12/17, still have not received the part as of 12/31. Order is still pending. Every customer service rep I have talked to has either said it is on the way or says they will reach out to their supervisor. None of those things have hap...
Customer Service was very helpful. Replaced noisy fan in wine cooler very easily. Everything working perfectly. Thanks for good experience
Believe the reviews people! WORST customer service I have ever received in my entire life. Took us 4 days of multiple calls just to get them to listen to our issue. In what customer service universe do you have to wait several day for someone to call you back to solve your issue!? They sent us a def...
Broken Glass top on Adjustable Hight table.
I bought Adjustable hight table that is made/sold by Twin-Star . When I opened the box, i notice that the glass top is broken. I contacted the company and got issue opened and they told me, they will send me replacement part, Eachh week when I call them...
Customer service was great and did an excellent job in handling my problem. They kept me informed as to when my order would ship and when it would be shipped out.
I have attempted to get assistance for my one year old classic fireplace that no longer heats. I have called numerous times and answered the canned script that agents read to me. It has been determined that my fireplace blower/motor requires replacement and I am always told that a technical agent ...
Worst Experience ever.. will never purchase another product from this Co. Wrong dimensions, listed on web site and on the box. Then unwilling and unable to make it right with the consumer. Buyer Beware!!! Do not trust what you see on the website. Took over a week for them to respond. Then got the...
It is much appreciated the extraordinary service support recently provided.
Our dog ate our heater remote. Contacted Twin -Star customer service. They were very nice and helpful. Even asked if our dog was ok. I am now waiting for the remote to be delivered. Hopefully we have the right one
The representative from Twinstar was very helpful in resolving my problem. I am quite pleased with my experience! Problem solved!
Quick to help me identify the part I needed and got it ordered at a reasonable price.
They are terrible at responding. They are not consistent in what they say to do for filing a warranty claim. I got automated updates of my claim with no information. The hours of operation are not conducive if you live in a different time-zone than the east cost. I had one person who was helpful, bu...
I rec'd three notices that my ticket was closed and if I needed anything else to please let them know. I rec'd NO help. I requested a link to a manual. Pretty simple, Huh No customer service at all.
I received a fire place as a gift it was giving an error code and because I didn t have the receipt and the date of manufacturing is not within the limit they will not fix or replace! Absolutely HORRIBLE. Would never purchase anything manufactured by them again.
Update...
The replacement came just days after conversation with customer service. They DID keep their word about this and sent it out to me, really fast . I guess being a re-sale company has its bad perks, huh? But nonetheless UPS came really quicker than I expected with the unit. I have to say th...
Terrible customer service for questions on a simple code. Called and waited 32 mins on hold to get anyone....then all the lady did was get my information and said someone would call me back in 24-48 hours?!? WTH?!? I will NIT be spending my money on something that breaks down and can t be fixed....m...
UPDATE: Two days after I opened my case with the CPSC, Twin-Star contacted me to inform me that they had found my recall kit, it was being processed and I could expect a refund in 3-6 weeks according to the terms of the recall. I was inclined to believe this was not a coincidence (i.e. that some add...
Extremely helpful with all concerns addressed quickly!
If I could give it zero starts I would but it will not allow that.
No resolve to ticket inquiry they just closed the ticket?
What kind of customer service is that?
609321 is the ticket number
I like the product, but it took far too long to respond to a question I sent to them. It may be because it was during the holiday season, but they need to plan for that.
I need tech support with my desk and the service provider was polite and very helpful. Resolved my issue over the phone.
box had two left feet and their customer service wasted three days and the best they could come up "with was turn it around". Finally got the tech support guy on the phone to ship the right foot, seven days with the room torn up because Video Only didn't have another one they could give me.
This is...
Heater only used 6 weeks and went out randomly. Heat never worked great on it to begin with. Bought new previous year and never removed from box prior. Was out of warranty and couldn t replace unit. Took tech support 2 weeks to return my call, and sent me a replacement circuit board that I swapped o...
I promptly got a manual that I needed for a product that I use in my home.
Terrible. I have a mostly finished McClasky Hall Tree with shoe storage taking up space in my garage. Part N was damaged to the point where I could not use it. I emailed and asked for a replacement part. Your representative informed me that you did not have this part on hand - and that I was o...
I was told that the part that I will need, circuit board, is not made anymore and was told that it was a fairly new unit. It controls everything, so if its so important of a part why would they not have one unless they had a problem with it. Whats up with that. At least she did give me the part numb...
Customer service has been pleasant to work with. My frustration is that 2 people have said the replacement part I need is not currently available in the warehouse and there s no indication whether the part will or will not ever be available. The system doesn t say anything - out of stock , on back...
Replacement parts were delivered quickly and the staff were very professional
bought one of your products with a missing part, you could not replace the part and gave me a run around to go back to the store I purchase your product to ask for spare parts. You did not provide me with any written document to present to the store. Chances that the store carry replacement was no...
Manufactured Hampton Bay Fireplace Products sold to HOME DEPOT, will NOT honor their warranties or allow you to buy any missing parts. Total waste of time & money!!!
Do not buy outdoor furniture from TK Classics. After 14 months, the legs on this "rust-resistant" are so rusted we can't even get the screws out to replace the legs. Each leg on the entire set look like this and it made a mess on the deck. Customer service was unwilling to assist because I didn'...