Twin-Star Intnl. Review

My concerns were not addressed. Said they could not help me because it has been over a year, but I expect a product to last longer than that. A refund, replacement or repair should have been offered.

Great customer service .Fast delivery on replacement

Technician in Montreal I called to order The main PCB on a out of warranty mod: 32EF023GRA Fireplace, to my surprise they offered to send it for the price of shipping (17.50 ) they PCB been free. Now that's a first for me in 35 years of service! just wow!

I was unable to register our new electric fireplace on line. Called C/S and was done in less than 5 min.

Among the worst customer service I have ever had!!!!!!!!!!!!!!! They tend to lie and then re-lie. Not sure why because I wanted to buy parts. Ended up getting my parts on Amazon. Funny though, they finally phoned me back and I already had the part from Amazon and installed and working. Bottom line is this, sure hope I don't ever need a part for my wine cooler again. I promise to tell my friends never to buy one of their products.

Just received my remote to operate your fireplace I ordered on line, the remote works perfectly, thank you so much. Love the fireplace. You are a great company.

Customer Service is terrible. You are left on hold for 40+minutes before their contracted out Customer Service answers. They stumble over the most basic information to tell you they can t help you but a Ticket for Technical Service will call you in a few days. The Technical Service never does call you back and the Online help is equally useless.

Service was professional, knowledgeable and easily completed. So appreciated. Thank you!

Terrible customer service. I was sent the wrong electronics and they just want to transfer me to technical support to help with the wrong electronics. No thank you. Case was closed because she could not replace the desk that does not work

I have a Twin Star fireplace I bought in 2014. It quit working so I checked with twin star online to see about parts. I put in a question concerning my fireplace not working and in an hour or so I got a call back from someone. The guy was very helpful. He ordered me a new main circuit board at no charge to me. My fireplace was not under warranty so I paid for shipping only. The part got delivered a few days later. I put it in my fireplace and it works great now. The fireplace works as good as new. I don't understand all of the negative reviews. My experience was very positive and reassuring. Thank you Twin Star.

No star apathetic service. Problem not resolved Different people have different story to tell. A very very bad experience Will never recommend to everyone, rather stay away from this Twin Star

Glass top to desk is broken and apparently cannot be replaced. Had to wait a day just to hear back about this.

Fireplace had a small dent on the top when I opened THE UNDAMAGED CARTON box. I tried to get the company to replace the top, 4 screws to install. They told me twice to send back to Amazon and let them just replace the whole fireplace. It s not Amazons fault there was a dent. The carton was in perfect condition. Poor business practice and I WILL be reporting this incident to Amazon.

Received conflicting support information - they had the part, then they didn't. Multiple email ( dozens) requesting additional information - ie pictures of damage / purchase invoice. I've spent hours on this stupid TV stand trying to get a straight answer. Now they don't have replacement parts for this widely sold TV stand and suggest that I ask for a refund from the seller - after I assembled this 100 lb / 5 ft. thing I'm supposed to drag it up the stairs hump it into the car ( it won't fit btw) and drive it 20 miles back to the store ( where I didn't pick it up from as it was internet order) all because I have some glue drops in the finish on one of the doors. BUYER BEWARE !!!!!

I have a broken door to an entertainment center. I called to see if it could be replaced. I was told that it could, but it would be on back order and they would let me know when it ships out. A few weeks later I got a notification that my ticket number was being closed. I had to call back to which they told me that they would keep it open but the part still is not in. I called a month later and the part was still not in. Then I called another month later and they told me they would not be able to get the part. Very unimpressive and highly inconvenient. Also, the hold times for the line are pretty long. It Gets two stars instead of one because I did like the original item.

Our plug-in wall mounted fireplace's blower stopped working (1 year and 1 month after purchase) and I called to see if I could purchase a new part. What I didn't expect was that once we determined that the part was something an end-user couldn't replace, Twin-Star said they would forward a replacement fireplace at no cost. This was hands down the best customer experience I have had with a company in a very long time.

Absolutely the worst customer service. Bought a fire place unit and it had missing parts. We promptly reached out and after 3 months of going back and forth, mainly of me having to repeat what parts were missing, they tell us they cannot do anything and we need to return to the store (3 months later... past the stores return policy, we didn t have the box as we just assembled what we could and used it as was). We were just missing hinges and screws, something they could have easily sent us. Or at least a gift card or store credit as we had already spent hundreds of dollars, now we have to spend $50 of specialty hinges to fit. It s exactly what we wanted, minus the added expense, missing doors, and 3 months worth of headaches.

The person I spoke with was very helpful and answered all my questions. She is taking care of the situation.

Customer Service Rep Denisha was terrific and very helpful.

Was amazed at customer service my. I needed a switch for my disabled mom and got it mailed me to. The person was friendly and sweet

Worst customer service. It took them several months to get back to me. Purchase super expensive fireplace, had missing parts, store run out of business. Twin star refuse to SELL ME the part.
Don't ever buy from them.
I will make a complain in state consumer department.

Excellent Customer Service. Easy and quick to work with. Took care of issue promptly.

As everyone else on here has stated, I as well have received terrible customer service. Bought a Twin-Star infrared heater and shortly after the little remote stopped working. Only way to get a replacement under warranty was to pay over $30 to have one shipped. There's no way that tiny remote would cost anywhere near $30 to ship. Ridiculous.

I have not received the product yet but the customer service rep was very nice.

I purchased a Bello cabinet 1 month ago. The front of the door was poorly constructed and the wood so rough that the stain finish didn't get down into the beat-up looking texture. It's unacceptable. I immediately contacted Twin-Star's customer service to request a replacement door. A Ticket was opened and I was told someone would contact me in 1-2 days. No one contacted me after 1 week so I called again and posted my complaint with photos to my account on their Portal. I was told my Ticket would be "escalated" and I would be contacted in 1-2 days. Another week went by, but no contact. I called again, same song and dance. I've called 4 times and still no responses, despite promises. The agent cannot connect me with anyone responsible and there's no responses through them or the Portal. What next? My credit card company says they will deal with it at my request. I'm hoping this posting gets some response from Twin-Star before that. My ticket number is 587502.

I need to start by saying that we love the cabinet we purchased from Costco with a Twin Star wine cooler in it. The wine cooler, not so much. We have owned it for about 4 years and into the first quarter of the third year, thought it sounded odd at times. Called and was told that that's "normal". As the fourth year began it really started to make a loud racket. We called Twinstar and we were told in August of 2020 that A ticket number would be made and the part (cooling fan) that we needed was on back order.
Fast forward a couple of months, called, still on back order. Then called in Feb 2021and we were told, "sorry, that part has been discontinued". ???? Could not of at least went me a reply e-mail?
Not willing to purchase another Twin Star product , as you can see I did give them a twin star rating only because we really enjoyed the first 2 years or so.

The worst unit and customer service i have ever dealt with. A defective unit in only a couple weeks of use and I have spent more time trying to get my unit replaced then i have had actual use of it. It seems like they are trying to delay any replacement of a full unit by taking weeks to send out a part that is not easy to replace especially if handicapped, then to have it still not work and waiting weeks for them to send another part that may or may not fix the unit. In the mean time my warranty is ticking away and nothing is being resolved. This unit is a next Gen infared electric fire place purchased from QVC. Buyers Beware, and please have the skills to dismantle and reassemble these units before purchasing because i was told today it is their policy to never replace a full unit, only parts. If you do not have the full use of your hands, eyes, and some tools like screw drivers and electic strippers and crimper. Purchase them prior to this purchase. Worst customer suppiort and service ever.

They called me and asked me to try some thing. That s didn t work well then they disconnected the call even I am talking to them. Worst service

There were numerous emails that were confusing. The forms weren't clear on which blocks l was required to fill in and the emails became frustrating and perplexing. After all was done, l was told that l needed to contact Costco to possibly get a replacement part. The file was closed. I could not believe the end result. After what seemed months of frustration and wasted time Twin Star did not assist in getting my replacement part. What a waste of company time on their part. After my first conversation with twin star they had adequate information to say exactly the same thing, "can not help you, contact Costco", and of story!!

I found the employee's of Twin Star to be very helpful.

No stars they could not replace 2 pieces in a fireplace unit said to call home depo and return it. Left me with no help what so ever. Very very poor experience Aw

Friendly customer service representative, very positive, professional, knowledgeable, and solved my problem very efficiently. She represented you business extremely well.

I bought an entertainment center. I put the unit together and realized that the brass inserts where the screws go into for the side panels are drilled wrong. They dont line up and the brass piece is not even there to screw the screw in. I called their customer service and was told I need to send pictures and a copy of the receipt and that if I dont have a receipt they cannot help me at all. I asked if I sent a picture of the whole unit, they couldn't tell that is was new and one of the new designs. They still said no they cannot help me. Just another company who does not stand by their product and uses loop holes to get out of it. Cheap overpriced product, and poor customer service. Stay away.

They sent a replacement heater unit free of cost for my electric fireplace. Seemed to fixed the issue. Wish the design and instructions were a little more user friendly. Maybe make a youtube video.

Hello this is Robert Vaughn I got the X5 Elite mop but I still don't know where I paid the extra $49 for I don't see anything any different than what I saw on TV and I paid an extra $49 somewhere I appreciate it you have any answers for me thanks bye

Unable to register product -rep told me it is registered but when I go into my account it states no products registered

Purchased a fireplace from Wayfair. It worked great for about a month and started throwing error codes. Called customer support, they sent down a replacement blower fan. By the time I received the fan it was spring and never bothered installing the part. Fast forward to the following fall, install the new blower fan and the error code is still active. Call back, they walk me through the reset procedures which I had tried and then told me they would send out the heater element. Wait 3 weeks to get the heater element, it gets installed and the code comes back. By this time I had spent hours on hold, being transferred around to different support agents. They tell me that the heater element may be defective and will send out another along with another blower fan. Both test out fine with a DMM. They then direct me to take some pictures of the unit, send them to a supervisor for them to review the case. They also tell me that they are going to send me a frequency change kit, but it is on back order and will likely take a month or so to get, potentially longer. I have now had this fireplace 2 years, and it has only worked for one month. They kept bouncing me around between support and supervisors. The last supervisor I spoke to a supervisor over and above everyone and he assured me they would send out a complete replacement, a new fireplace for all the problems we have had. FANTASTIC!!
Fast forward 3 weeks now, everytime I call in, I get bounced around, promised I will get a call back withing 24-48hrs and nothing. No parts, no updates, no new fireplace. I have a very expensive paper weight sitting in our living room. Seems like every time I call I have to go over the entire process all over again, for whatever reason that may be. Until this gets resolved and a new fireplace is sent and or it works I will forever not recommend dealing with this company as they are not worth their weight in coal.
EDIT: 02/10/2021 - I received a phone call back the day after posting this review, the apologized for the troubles and told me they were sending out a replacement unit. The replacement arrived today, albeit not the same unit as what we originally bought. I can live with it even though it does not look anything like the unit that failed. Box was very much damaged on arrival, cannot blame them for that. Opened it up and to our surprise there was no damage to the unit. Wired it up, turned it on and so far so good. I am happy they resolved this, surprised it took this long to take care of a problem but overall satisfied. Will update if there are any other issues that arise.

I was treated like I had no idea what I was talking about.
The " technician " that called me back was extremely rude to me ...and my issue was never resolved because she hung up on me

Do not purchase the wood adjustable height desk. They false advertise the way it will look and it does not go all the way down. Has a two inch gap that is very noticeable. They say it is a safety precaution, but it is not shown on any images or in their details. Also in stores they have it fixed so it look to be flush with the bottom. Returned and would not recommend.

zero stars. I purchased a Duraflame/Twin star stove heater on Amazon a little over a year ago, and it has a faulty/defective flame generator. It makes a noise that wasn t there initially. This started about a year after buying it. I only use the heater maybe 6 months a year. When I called I was told that the parts are cheap and they don t last and it is out of warranty so they won t help me. I was also told this model is discontinued so they would no longer have the part. The customer service representative could not have been less helpful and had zero concern for my issue. I asked to have her superior call me and it s now been 10 days and no one has contacted me. Nice to know that they also think their product is junk. They should probably include that in the description.

I love my unit, but it came in damaged in october. Have been fighting customer service ever since. Again, love my fire place but customer service leaves a LOT to be desired

I ordered TV console with fireplace insert. All was fine and suddenly 2 days later remote not working. Customer service quickly mailed new remote and everything seems AOK again.

I decided to return that item to the store as I have stated before. I did buy same model of fireplace from a different store that I am trying to get service on that I have opened a ticket on.

Twin-Star was very helpful in replacing a lost remote for my electric fireplace. Their service was prompt and correct. Good experience.

Horrible experience. Create a ticket, receive call from agent, agent tells you a technician will call you, technician calls from ROBO line, and leaves a voicemail for you to call back. You call back, reference ticket number, agent tells you a technician will call you, and the horrible cycle starts all over again! In the end, I wasn t able to receive a replacement for the damaged part! Waste of time!

Purchased an infrared quartz fireplace by Duraflame in 2017. Used it only during the winter months. Last month 2021 I heard a load pop and it burst into a flame from under the heating elements. After many attempts to receive a replacement or compensation I was denied. One representative telling me I should have taken pictures, not something that would have occurred to me at the time there was a fire in my home. One representative, Kendra Boardingham tried very hard to be helpful but said her supervisors refused any claim as the unit was out of warranty. Other representatives were just plain rude and not at all helpful. I question that there can be a time limit on a warranty when something just starts on fire.
Do not purchase any product from Twin-Star international which makes Duraflame.

Although the representative I spoke to was very polite, it was very disappointing to hear that their heater, which is app. 14 months old is discontinued. Apparently the blower motor has failed and it is also discontinued rendering the unit I purchased to the junk heap. I should not be forced to scour the internet in an attempt to find a generic replacement part which may or may not be compatible with this unit. Needless to say I will not be purchasing another unit from this company.

Customer Service is great! Thank you so much for your help and wonderful products.

Very disappointed that they don't have a replacement remote for my twin-star fireplace. It is to old they said. There should be something comparable that would work. :(

Very good quality products and excellent customer service, will have no reservations for future purchases!!

The motor that raises and lowers the desk top quit working after 5 weeks.
We were told many customers had the same problem and Twin Star could not provide a ship date. We returned the unit to the store.

The desk is very nice, sleek and modern. Except that the wireless phone charger died within the first month. I got a run around for weeks, then was told they would order the part for it, but that is was back-ordered. A week later I get an email that the complaint is closed because they discontinued the desk and won't be able to get the part. They suggested I return the desk to CostCo for a refund! I've also filed a complaint with CostCo about this company's poor C/S. Other than the wireless charger not working, I love the desk, so I'm keeping it. As far as their customer service goes, it's more like "Customer NO Service". I'll be wary about any future purchases from this company.

Called for a manual for my standing desk on Sept 21. There was no model number on my desk, so I was required to submit a ticket for a call back. Got stuck in the "customer service loop" of speaking to a rep who commented on the ticket and waiting for a call back from a tech. The tech called back during my work hours when I was unable to take calls, and left a message for me to call back. I left several specific comments on the ticket that were ignored. Nobody read the ticket or the comments. Finally resolved on October 27 by calling at 6am my time and refusing to speak with anyone who could not get me a manual while I was on the phone. Issue resolved within 5 minutes. I don't understand how waiting 5 weeks for something so simple is considered to be "customer service". Totally unnecessary due to such poor communication on their part.

I would give them zero stars if I could, received a unit as a gift. The unit was missing a hinge, they could not replace the hinge and told me to go to the hardware store and try and match it. You can't! now I have a unit missing a door because of the hinge. Terrible customer service, do not buy from them unless you can return it. fair warning

worst of worst, it took almost 4 months to tell me that they no longer have the parts for the fireplace the we both from Costco

Twin-Star contacted me and requested photos of my product, after reviewing the damage they shipped out a new part. Thank you Twin-Star for addressing this issue and making it right!

Experience with Twin Star could not be better. 110% satisfied, courteous, quick response fast resolution. Thank you .

Customer service tech never responded to my issue then closed my ticket. Now I have to start this process all over again. What kind of service is this?!

Part delivery very fast. Hopefully the install instructions are easy .

Terrible customer service! I ordered a Duraflame 3D Infrared Electric Fireplace Stove with Remote Control - DFI-5010 (Cinnamon). It came with 2 of 4 legs. I called to get the other 2 legs. I got one (and in black!). I called back ~ No red legs - only black. I finally got a rep who knew what she was doing and lo and behold there are red legs! In total it took 5 calls, 3 reps, 3 orders, 5 legs, and 3 weeks to get it right!

A product purchased for Christmas 2020 came with a remote that had damaged (as in leaked out) batteries. Remote did not fully function after a clean up and replacement with new. Contacted and experience to get new was excellent. CSR was perfect. Thank you.

No help from customer service they blamed the missing insert on Home Depot but the unit was sent from their warehouse. Kept telling me they would send one out never got. Had to buy another insert from another company.

I had two pieces that were not drilled correctly. I called customer service and got a very nice response initially. They asked me to send photos and a copy of the order, which I did immediately. He also told me he was checking inventory.. Then I never heard another thing. When I called back a week later, telling them I have a half built unit in my living room and my whole living room is torn up, they put me on hold while they researched it. When they got back to me they said they didn't have the parts and I needed to contact the seller. So 3 days before Thanksgiving I have nowhere to put my TV, have a half built unit on my floor and no way of fixing it before company comes.

I requested information one of their products. The response I received was this:

Dear NA ,

Please review your request information for further instructions or solutions.

In order to provide you with world class service, you will receive periodic status updates and/ or requests for additional information from the customer service team.

We hope you enjoy years of satisfaction and quality from whichever Twin-Star International Inc. item you own, and if you have a question about the item, or require parts or service, please use the links below for answers and information.

Tickets/inquiries will be responded to within 48 business hours.

Thank you for your business,
Twin-Star International Inc.

They provided a broken link and I was unable to get any information whatsoever. Customer service stinks.

I had ordered furniture that once I opened the box, it came without an instruction manual and the hardware. When I reached customer service they basically told me there was nothing they can do so now I have a tv stand that does not come with instructions on how to assemble it or the screws itself to assemble it with because they decided it s discontinued. This piece is now completely useless junk.

Was sent the unit I purchased, however dealing with customer service has really been a pain in the rear. I still have no working remote control. There is no serial #, the model # listed in the manual (INF33) does not exist in your database, so how the heck do I get a replacement remote control? So very aggrevating!States.

I got three winters out of my twin star 33" unit.
(Living in Arizona) that sure was not a good life.

I was impressed how quickly a Customer Service Rep got back to me.

after trying to get my replacement for my elec fireplace that took more then a month and and getting no where still waiting to see what help they can do i was sent back to the place i brought it. i found no help.

Twin Star followup was relentless. Good on them. Tight tight process.

I have now had 2 separate occasions that I have needed to order parts. The 1st time I needed a replacement remote. That took about 3 months to receive, but NOT due to any fault of TSI. It was at the beginning of the COVID pandemic. I was just pleased to have actually received my remote. Most recently I ordered a replacement blue circuit board, without hesitation or a 2nd thought. EVERY member of TSI that I've spoken with or corresponded with, has been VERY friendly, polite, and diligent about getting me what I've needed to maintain the looks and proper working order of my electric fireplace. Thank you TSI for your excellent customer service.

Experience with Twin Star could not be better. 110% satisfied, courteous, quick response fast resolution. Thank you .

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!

Frustrated that the representative stated my model was within warranty but if I could not show proof of purchase there was nothing they could do to help resolve the issue.

I am very impressed with the wonderful customer service! I purchased a tv stand from Wayfair and I was missing the instructions from the package. I sent a message through Twin Star Facebook because the business was closed on the weekends. I was disappointed thinking I would have to wait until the following weekend to put it together. They immediately messaged me back with the instructions. I love my tv stand!!

Absolute worst customer service ever. We bought a 2 zone wine cooler 18 months ago. One zone stopped cooling. I have tried to talk to someone about the replacement part for close to a month. No luck. If you call their customer service number it goes to a call center that provides zero help. No technicians and no call back. Can't talk to a supervisor, always either not there or on another call. Never again from this company.

Purchased an electric fireplace/TV stand. It had a door hinge that was wrong. No big deal. Reached out to customer service and they told me hey we don t currently have that hinge. Just take it back to where you bought it or maybe buy a hinge there. Are you kidding me $400 for this unit and that is the customer service level you have.

Excellent service!!! I received all the requested help with accessories promptly!!!

Please advise where to order replacement remote controls for the TWINSTAR electric heater at per attached data information label , thanks very much. The website ordering option which you kindly refer to is only available to US buyers, but as you can see by the data label this product is also sold in the UK where i need delivery, please advise. thanks very much

My entertainment center came with a missing part. I put in the order with customer service to get the missing part ordered on January 2. It is now January 24 and I have no clue if the part has been ordered or anything. I keep getting promised someone will call me with an update. I STILL have not recieved a call to update me on the missing part. All I m asking for is some kind of update!! I ve never dealt with such an unprofessional company before. I would not recommend this company to anyone. I will also be getting with wayfair to express my concerns. I want the missing part delivered or my money back. My ticket ID# is 491350 if you would like to look in to my part order.

First time customer, and let me tell you I was very pleasant and very happy with the customer service they gave me, it was top notch service and would recommend everyone to buy their products. Keep up the great customer service.

Horrible customer service. I have called over 4 times with no resolution. No one speaks clear English.

Kim was very attentive and professional. She took care of my inquiry in a matter of minutes. Smooth operation.

I've had one of their electric furnace/foyer heaters and it keeps my room toasty warm and I like the fake fireplace lights that move around. I've had it for almost a year and not a single problem. One of my roommates gave it to me and it works great.

Very helpful, we had our new heater sitting on our porch in less than a week.