ComplaintsforStar Furniture

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  07/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  10/22/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  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".

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Last year I was car jacked at my former residence, and decided to move. After living in my former residence for over 23 years, with the same furniture, I decided to purchase new furniture. Our go to place has always been Star. I take care of my 81 year old mother, and the two of us went to Star Furniture in Cypress and purchased the bulk of our furniture. On August 15, 2021 I purchased a complete bedroom set and dining room set, $10175.38, my mother purchased a bedroom set, $2,835.03. Her mirror was not placed on her original order and she had to purchase that when it was not with the delivery, but she was ok with that. I went back on January 15, 2022 and purchased two buffets, $3.858.98. Just about every piece of furniture that was purchased, we’ve had to call for service. Furniture is something that people don’t normally take our extended warranties, with the exception of pieces that have mechanical mechanisms. We have had bad craftsmanship. From wobbly legs to doors that don’t close correctly, to pieces of wood with excessive splinters. As soon as I’ve noticed the imperfections, I have called. Recently I was in my mother’s bedroom and noticed that her dresser drawers were out of whack. This is something that I never noticed before because it is in her bedroom. She did bring to my attention the door on her chest in which we’ve been waiting for nearly 6 months to get it repaired. Her drawers do not line up and there is even a bit of chipping. The bulk of her bedroom set was delivered the end of August, 2021. I tried calling on September 9, 2022, but was directed to send an email due to heavy call volume. To date, no one responded to my email. On September 14th I called and requested a supervisor after I was told that the warranty ended on August 25, 2022 and that I had called it in about a week too late. I spoke to Liz G***** who stated that Star would continue to fix the chest but that she would do nothing about the dresser!

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We have purchased the *** * ***** ********* on Nov 21, 2021 as we loved the "thick firm pillows" it had on the display. When our furniture arrived, the pillows were as half thick as the one on display. We felt like being deceived and contacted the store on Barker Cypress. At the time, the manager named "Maral S********* helped us. She offered us 2 solutions: Either have thick pillows on the display model and return the thin pillows we got. Or she told us store can "special order" those 8 pillows brand new and they could be thin ones like we got and we got to keep the ones we got (a total of 16 pillows). We agreed on the 2nd option thinking if we stack them 2 would be like 1 thick pillow.. She told us timeframe would be 5-6 months. We called the company on various occasions to check on pillows, we were told to simply wait. Unfortunately it is almost 10 months now and we don't have any pillows. I contacted Mr. James E****** and he was kind and promised to help us. He told us that the previous person has left the company and he cannot see any active order. We will hopefully hear back from him soon. We would like to have a firm answer during next week or we like to have $1200 refunded to us so we can special order them on our end. It is simply NOT ACCEPTABLE to get an INFERIOR product than the one shown in DISPLAY. This is a VERY BAD PRACTICE, unacceptable. We always used Star for our furniture needs!!! In fact, we spent about $12,000 this year on buying leather sofa's and sectionals. The attached shows how poor these pillows were. We hope that Star Furniture will stand behind their product

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently purchased furniture from Star furniture in Webster Tx store in the total amount of $6941.21 paid with my credit card which included extended warranty purchase of $329.99 that I was told will cover any damage on my furniture. I received all the furniture the 3rd week of January 2022 due to closing date on new home. I wanted the damage repaired so I called Star Furniture on July 15th 2022 to file a claim with customer service of discoloration of the fabric on the sofa we bought. I received an email from them on July 19th 2022 to file a claim with ******* which I did with my plan# ******************* I waited on ***** ** the plan administrator to contact me a month and a half later to scheduled for a tech to come out and inspect myself. Once the technician came out he showed very low professionalism about what he was there for almost seemed confused he continue to offer suggestions on what caused it stating that it could not be fixed. I waited another month and received a letter that said this was caused by normal wear and tear that was not covered under the extended warranty. I reach back out to ***** ** and they haven’t yet responded to my questions. I called and emailed the executive staff and Star Furniture from the top all the way down to the customer supervisor and no one has Responded. I called my sales person which is the only person that has tried to resolve this with no success she has been very open and has made himself available to any questions but he has no pull with upper management. It’s tragic that I have purchased so much furniture from Star Furniture and they have robbed me and have taken any confidence I have had in that brand. ******* nor ***** ** or Star Furniture has stood behind their warrant and I feel like I was sold a scam warranty it is a scheme to defraud customers of more money. I want my furniture repaired or replaced and I want refund for the extended warranty which is not a legitimate warranty

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased a bedroom set from Star Furniture under their finance back around 06/01/2021. Under the payment portal I configured my payments to go out automatically but based on how Star Furniture has it configured it does not make any sense. I configured it to come out monthly but no money was taken out for months. I then reconfigured it all 4 different combinations you are able to and left it as is feeling confident that auto pay had been configured properly. Well, to my surprise a year later after the full balance was due with 0% interest rate I get a transaction that comes out of my bank account for payment. Turns out, the accounting department sent out 1 letter of deferred interest warning and made no calls to me throughout the entire time that a payment was due. That one letter was justification enough. I called to see if something could be done or work something out with the interest rate finance charges because I don't understand how a payment that was configured on auto pay on due date can come out an entire year later based on auto pay. How exactly does that work? No collection attempts were throughout the entire time. The Accounts receivable department is refusing to work something out other than balance is due. If you ask me, the payment portal seems to be a predatory way of getting people to sign up for auto pay and when you realize that the payments have not been going through, it's too late as the finance charges have gone through. Good thing I only bought what I needed instead of what I wanted because otherwise I would have been on the hook for a lot more money. On top of all of this, I had the bed break in the same spot twice, my child is 5 years old and you are telling me the bed isn't strong enough to hold a 5 year old? She wasn't even jumping, just got on the bed as we were doing our night time routine and "PLOP" broken.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In the first quarter of 2021 I our based a table and chair set from Star Furniture using there same as cash payment plan. I setup au tomatic payments in their billing system in May 21 so that the account would be paid in full by the end of the promotion period. Their sales person told me this was the best way to avoid charges. Months go by and I get emails saying that I missed payments. I logged into the system to verify auto pay was configured and forced an additional payment. More time goes by and I am wondering why this account is still open and randomly sending me missed payment notices. After speaking with an agent, they admitted that their payment system will skip payments if you are paying more than the minimum. She was going to escalate the account for review to waive interest. After weeks of no callback. I call and get a different agent that says I missed the June payment so they won't reverse interest charges even though auto pay was setup in May. I am filing this complaint for their deceptive billing and financing practices. I have submitted payment for the remaining balance of the transaction, but I shouldn't be forced to pay their interest fee because of their payment system.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed online order 33275 on August 30, 2022. The delivery for my items was on September 8, 2022. The delivery drivers showed up and brought in the furniture. As one of them assembled the bed i noticed both side boards were damaged. I told them I was not accepting delivery. They asked if I wanted the other item and when it was checked it was also damaged. I refused delivery of all the items. They were not able to explain the process that would happen they just said to call the store. I called the San Antonio store as soon as they left and they said they could not hep me because the order was placed online. I then called the Star Customer Care number at 1:35 PM on September 8, 2022 and spoke to Devon. He confirmed the delivery drivers did not deliver the items and said they sent in pictures that the furniture was in fact damaged. He said the items had to go back to the warehouse to which I asked where that was. He did not want to tell me until I finally got him to admit it is in Houston. I then called back September 9, 2022 at 3:30 PM and spoke to Lori who said the items were not back yet. I then call September 12, 2022 at 1:15 PM and spoke to Dora who confirmed the items were in the warehouse, but something needed to be done by the warehouse to approve a refund. I checked online and also confirmed the items are at the warehouse. I then called on September 14, 2022 at 10:30 AM and spoke to Melinda. She said the delivery department has not updated the order and she cannot refund me until they do. She said she escalated it however did not say when it would be done. I asked to speak to a manager and explained they are holding my money when they have their furniture and this was not right. I asked to speak to a manager which she said she was and I asked to speak to a warehouse manager which I was not allowed to do. All I want is my $2,120.60 back so I do not have to pay interest on something I do not have.

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