Complaints

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

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Star Furniture has 13 locations, listed below.

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  Star Furniture

  16666 Barker Springs Road Houston, TX 77084

• 

  Star Furniture - Bryan

  3400 E 29th St Bryan, TX 77802-3303

• 

  Star Furniture

  4701 North Freeway Houston, TX 77022

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  Star Furniture

  19660 Southwest Freeway Sugar Land, TX 77479

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  Star Furniture

  20010 Gulf Fwy Webster, TX 77598

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.

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  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

  Date:10/03/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 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

  Date:09/28/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 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

  Date:09/26/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 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

  Date:09/19/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  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

  Date:09/14/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 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.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 wear a prosthetic leg and damaged my bed and dresser in clear spots where it should be covered under my 5 year warranty. They without looking at it determined that it’s not covered as it’s normal wear and tear. It’s not and they never had any intention on covering this. I asked them to explain and they said we don’t cover it as it’s the funurture setteling

• Initial Complaint

  Date:08/21/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  09/07/2020, purchased 2 TXMAT BRD C-Class Plush PT Twin XL Mattress. Filed complaints with Star Furniture beginning 2/28/2022. Star Furniture arranged two visits by an "independent" to review/measure a depression in the mattress. The warranty covers depressions more than 1-1/2 inch. The "independent" reviewer placed a piece of plastic weighing less than 2-3 ounces on the mattress and determined there was no depression. The means to determine "depression" are not stipulated in the warranty. How is it possible to measure "indentation" on a mattress which requires some means of slight pressure? I used a 36 inch measuring stick, laid side to side and lightly depressed the "indentation" area with another 12 inch ruler, which measured more than 1-1/2 inch deep. I've asked for a company Star Furniture representative to personally review my measurement and Star Furniture has refused to provide this service.

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 purchased over $8,000 worth of furniture from Start in San Antonio in July 2021. The sales person suggested we purchase the protection plan ($699.99) since the couch and loveseat were going to be used in a cigar room at our home. She stated that the protection plan covers the repair of burns. This was presented as a repair as often as needed protection plan. We have had a similar plan in the past and we were led to believe we purchased a "repair as needed plan" and they sold us a "replace once then not covered anymore plan". In March 2022 we filed a claim with Montage and now, 3 months later, they are saying they will replace the parts and then these parts will no longer be covered under the warranty. This is not the plan we were led to believe we purchased and the promotional piece we were given at the time of the sale did not state this. We are seeking a refund of the $699.99 protection plan cost. We spoke to Liz in the Houston Customer Care center today and she says they cannot issue a refund for the protection plan. Their tactics are misleading and therefore we are filing a complaint.