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Business Profile

Furniture Stores

Star Furniture

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

This profile includes complaints for Star Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see

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Star Furniture has 10 locations, listed below.

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    Customer Complaints Summary

    • 35 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/27/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Natuzzi leather sectional couch was purchased from Star Furniture at the end of May 2024. On the date of purchase we were advised to purchase the warranty. We did. It was delivered on June 4, 2024. At time of delivery, everything appeared in good condition. On January 4, 2025 we noticed the leather was degrading on a few pieces of the couch. I immediately contacted the sales associate that we purchased the couch with. She had instructed us that if there were ever any issues to contact her. Because it was Saturday and the customer care center was not open, she told us she would contact them for us and that they would reach out to us during office hours. On January 7, customer care left a voicemail asking me to reach out to them. When we connected, I was informed that because the couch was less than a year old that Natuzzi would be the ones to cover the issues we discovered. Natuzzi asked for pictures and description of the issue. It took until March 1 for ******* to send a tech out to assess the problem. The tech claimed there were scratches on the couch and that over time it was normal for the material to degrade the way it was. At the time we reported the issue we had only had the couch in our home 7 months. I questioned the over time because of the short time we had the couch. We then received an email saying the claim was denied. Claiming our dogs had caused the issue. I informed them that my dogs arent allowed on the couch and that we have covers for when we arent home to protect the couch if the dogs should get on them while we were gone. Emails and phone conversations went back and forth for several days and then Natuzzi referred the issue back to Star. When I spoke with Star, they told me to file a claim with Montage. This was the first time I was told me to file a claim. I did that day and was immediately sent a denial to use the warranty I purchased because there was too much time between discovery of the issue and reporting it.

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an extended service contract and then filed a claim last May and nothing has been done. I'm also not receiving any communications. I spent a lot of money on this extended service contract and they are not upholding their end of the bargain.

    • Initial Complaint

      Date:08/01/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a leather Sofa and chair for Star Furniture 4/22/24 for $5843.55. They were to provide me a quality sofa with no defects. Instead i received a wrinkled and a bumpy circle in the head rest. I asked the delivery guys about it and was told it would go away the next day. It did not so i called *************** (STAR) I was asked to send pictures, after her review she said it was wear and tear , i told her it was just delivered. I asked can they send someone out to look at it. She said she would call me back, after not hearing back from her I called again, this time i was told it was from the different type of cow hides. I explained to them if i would have been told or even read something posted about the differences in cowhides i would not have purchased the sofa. The sofa i saw in the store was smooth. I have been going back and fourth with Star for 3 months. Today 8/1 i received a call for them stating they will now take back the sofa. They kept me waiting pass the 7 day return date researching the cowhide.

    • Initial Complaint

      Date:07/23/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Opening fake accounts without my knowledge

    • Initial Complaint

      Date:04/30/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We bought a chair from Star Furniture. It was a custom covered large swivel. I am not sure about the price but no lower than ********. It came with or we bought a warranty covering any damage. The covering did get damaged a few months or so after purchasing. We were promised, in email, that we were in line for getting it fixed. We received emails for at least a year saying that it (the new covering) was coming but we didn't have a date. Finally, we got a date- April 8, 2024, for the artival of our cushion covering. It is now May 1st, 2024 and no signs of our covering and no emails or calls explaining. It makes me furious. I am ready to return the chair and receive our money.**** ***** ************

    • Initial Complaint

      Date:04/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a sectional from star furniture August 2023 and it has failed. Star furniture has replaced a section twice per there records but 3 times as a fact. Star furniture has chosen to discontinue the items due to the many defects I am sure and now is playing the wait game in regards to warranty. Spoke to ******* who stated they'll replace parts but not the whole sectional even though they have been advised that the sofa has failed.

    • Initial Complaint

      Date:12/11/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a set of theatre seating from Star Furniture in November, 2018. As it was a very expensive purchase, I also bought the Guardian 5 year protection plan for $350 (reservation # 28820). I was told that if I didn't use the plan, I could come back in 5 years and have $350 in credit. I didn't use the plan, so last month, I contacted the store and asked them how to go about getting the credit. I told them what I wanted to buy, which cost $400. They said that I couldn't order it online, but needed to come to one of their stores to get it. I did so. Then when I got there, they told me that I needed to make a purchase of $700 in order to get the $350 credit. They did not tell me that when I made my purchase. They did not tell me that when I emailed for clarification. They need to honor their word. Please see the correspondence, attached.

    • Initial Complaint

      Date:12/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Yellow Rose, king size mattress from Star Furniture on 7/25/22. Reservation # *****. I paid $1904.00 for the mattress, and a mattress protection plan for $179. The mattress is sagging after one year! It is an in house store brand, made with poor quality materials and is defective. I purchased an extended warranty and when I called the warranty department they would not honor the warranty they said it was a manufacturer defect. Star is not offering me a refund even though the mattress is defective and discontinued. To do an exchange I would have to pay equal or more money to get another mattress. If I dont pay more money I am stuck with this same poorly made Yellow Rose brand mattress. If I select the in house brand I am charged a new delivery fee of $269, a new warranty fee of $179+ depending on which mattress you select warranty could be more, restocking fee of 10% of the price. I should not be charged an additional $638 at the least, in fees just because they sold me a defective mattress that now needs to be replaced after one year.

    • Initial Complaint

      Date:07/01/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello, I am filing this complaint against Star Furniture for my recent purchase of two sofas on 05/27/23 from their Sugar Land store 77479. The experience has been highly unsatisfactory, with poor product quality and disappointing customer service. Within a week of delivery, one of the sofas started making a constant crackling noise whenever I sat down. Star Furniture sent a technician, but after waiting two weeks, the issue remains unresolved. The technician confirmed the noise but couldn't determine the cause, stating there was nothing to fix. This lack of understanding and failure to provide a solution is deeply unsettling. Contacting Star Furniture's customer care department was equally disappointing. They showed no willingness to take responsibility for the persistent sofa noise issue. Considering my $16,000 investment, I expected Star Furniture to prioritize customer satisfaction and product quality. However, their dismissive attitude and lack of accountability have left me profoundly dissatisfied. I believe it is my right as a consumer to request a replacement sofa or a full refund. I kindly request your intervention to resolve this matter promptly. Your assistance in facilitating communication with the company for a fair resolution would be greatly appreciated. Attached are supporting documents, including receipts and correspondence. Thank you for your attention. I trust in the Better Business Bureau's commitment to consumer protection. I look forward to a prompt and satisfactory resolution. Sincerely, Seyed Alavi

    • Initial Complaint

      Date:10/22/2022

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed a contract with Star two years ago that required me to pay off loan in two years or get finance charges dated back to the original loan Since then we had a world pandemic and my husband died during the same time the contract ended with COVID and I was hospitalized with COVID. I was not able to do many things yet I continued to pay bill with auto pay and never missed a payment. Star would not even send a courtesy reminder of contact ending date. Star refused to allow me to pay off the loan and wavier the interest, when the entire world was in need of a new way to survive. I wanted to pay the loan balance in full with an interest waiver, but Star refused and had no empathy or responsibility for their non communication to me as a customer. Rudely repeating "well you signed the contract".

    Star Furniture is NOT a BBB Accredited Business.

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