Reviews

Review Details

• Review fromTian R

  Date: 03/14/2025

  1 star
  Purchased a sit-to-stand desk (electric) in February 2024. The motor simply stopped working after I unplugged the unit from the wall. Yes, I unplugged it and now it no longer works (what a piece of JUNK!). I called customer service, they opened a ticket and told me someone would call me back to help troubleshoot. That was 2 days ago. All I need to know is if I can order a replacement part (based on the error code) and what part that is! Why is this so difficult?!?

• Review fromterry e

  Date: 03/04/2025

  1 star

  terry e

  Date: 03/04/2025

  I bought a fireplace TV stand. Our dog chewed the cord 5 months in, and it is some special cord with a patent. I want to buy a new cord, but they will not sell the power cord. They suggested I buy a whole new insert. This will be garbage now.I will never buy from these people again, what a joke they do not sell spare parts for units the sell.
  

  Twin-Star International Inc.

  Date: 03/05/2025

  We apologize for the inconvenience, but we do not offer to send out power cords as it is not something that is customer friendly to replace and it is a safety issue to replace the cord. If we had a part to send to resolve the issue we would but this isn't something that is offered for any of our products due to health and safety. Thank you

• Review fromjoy f

  Date: 12/16/2024

  2 stars
  I have purchased a product from this company a tv stand with electric fireplace. I have put multi request in for a replacement on the electric heater unit i was told since I've done this prior to my warranty running out they will honor it since i have been trying to get them to do so for while, i have put in required tickets Ive bene told i would after waiting for months get the replacement either 1st or 2nd wk in nov then they *** 3rd or 4th wk in nov an i would have to call them to say i want it replaced knowing it is on back order and already requested a replacement now last time i have heard from this company was oct it is now dec 16th. If anyone should order from this place don't bother to get an electric heater with it cause if it does not work which my does not work all the time they will not replace it i have had the same person 3 times replied out of the length of time boughgt this in may i contacted then by jan still nothing done trying to get this company to honor the warranty what a joke alot of broken promises

• Review fromKaren S

  Date: 09/28/2024

  1 star
  Ive owned model #********** for around several years. It has been great and I love it! However, the little red On-Off switch stopped working. I called customer service and got a man sho didnt seem to know anything about anything. He said he would return my call within 24 hours. He never called. I called again and couldnt get through to anyone. I finally got an electrician to replace the switch.The lightbulbs recently burned out, so I purchased new bulbs. When I carefully began removing the Emberbed (Ive done this before), it completely crumbled (parts of it are paper thin). So Ive been trying to call their parts ***** After waiting a long time, I finally gave up and sent an email with the part number. No one ever answered. While the product itself very nicethe customer service was non-existent. I would give 4 stars for the fireplace, Id give ONE or NO STARS to their *****************

• Review fromDebbie H

  Date: 09/26/2024

  1 star
  Purchased a Duraflame space heater and the thermostat sensor went out within a year, while still under warranty. Twin-Star sent me another one, but it was the wrong one! Here it is September and they have yet to send me the right one!!!!

• Review fromDeborah P

  Date: 08/29/2024

  1 star
  I have been trying to get a switch for our fireplace since 2/1/24 from Twin Star. There are ******************************************************* regard to this issue. I would not recommend buying anything made by this company. The electric fireplace was purchased thru *******. I would give them zero stars if possible.

• Review fromGail M

  Date: 07/31/2024

  1 star
  I have been trying to get 2 tiny little pieces of hardware from this company to complete a cabinet that sits in my foyer without one of the doors. I have made at least 10 phone calls starting 2 months ago. All have resulted in empty promises. When I asked customer service where their warehouse was located the person assisting me said he didnt know. (I have gone to Lowes to see if I can find the hardware, but I couldnt find a match.)

• Review fromLori R

  Date: 07/27/2024

  1 star
  Do not do business with this company.I purchased an adjustable desk and part of it broke in less than a year. Spent hours, days, weeks, and over a month trying to get help from Twin-Star for a part. After numerous phone calls and communications through their portal the issue was never resolved. They could not understand the correct part even after sending them labeled photos. I requested to speak with someone who could resolve this issue both via phone and through their portal. I was told they could not transfer me to a supervisor. I asked to have someone contact me immediately. They said they would expedite the ticket (heard this many times) but their protocol was to call back within ***** hours. I never heard back after multiple requests via phone and through the portal. They never resolved the issue or contacted me.In fairness the reps I spoke to were kind.Clearly this company has poor leadership.

• Review fromRT S

  Date: 07/18/2024

  1 star
  I would give this review negative stars if I could. Its a disgrace that ****** does anything with this company. Ive been working on a problem since April of this year. Its still not resolved and they cant follow through on something as simple as ensuring the correct ship to address gets created on the label for the package theyre trying to send me. *** explained this to them in great detail and it seems like they found another way to mess it up again. Stay away from this place. Its horrible!

• Review fromKEVIN C

  Date: 04/25/2024

  1 star
  
  We purchased a Duraflame electric heater and after 2 months the flame generator began to make noise. Requested part to fix and was sent wrong part, I believe on purpose. Made a second request and waited for weeks with no reply. Called a 3rd time and was informed to take & send in photos, which I did. A few weeks later & still no reply. Looked up my ticket and saw that it was closed by the company... that's one way of solving a problem. The customer service staff have an attitude and are horrible, interacting with you as if you are interrupting their 2 hour siesta break. Can't understand how this company exists!