twinstarhome.com Arvostelua 33

I don’t usually leave reviews like this, but I want to warn others based on my experience.

My Tresanti electric fireplace worked fine for a couple of years, and then it stopped working. I went through the troubleshooting guide carefully, step by step, and was actually able to get it running again temporarily. Unfortunately, a few weeks later it failed again.

When I contacted the manufacturer, I expected at least some support or a path to repair. Instead, I was walked through the same basic troubleshooting steps I had already completed. After that, I was told they no longer support or sell that model, so there were no parts or repair options available.

The only “solution” offered was essentially to replace the entire unit at my own expense for around $500. That was incredibly frustrating after already doing everything I could on my end.

Luckily, I purchased mine at Costco and was able to return it. That made a huge difference in my case. But it also made me realize that anyone who didn’t buy through a retailer with a strong return policy is basically left stuck with an expensive product that has no real support once it fails.

For a product at this price point, that’s unacceptable. You expect some level of longevity and serviceability, and this didn’t deliver either.

I would not buy a Tresanti electric fireplace again and would strongly caution others to think twice before purchasing one.

The heater/fan unit in my 48 inch wall heater needs to be replaced causing an E3 overheating error. Opened a service ticket mid November, received a call back. Now, after multiple updates I am no closer to a resolution. Seems all online support is contracted to a third party that does nothing more than take the info. There is no connection to any actual support. Terrible company that doesn't give a s$%@ about its customers.

I would give them a Zero they don’t even deserve a 1 . I called their customer service because the Duraflame 23” Electruc Fireplace I had recently purchased through QVC was missing 2 legs. Waited on hold for 40 minutes & when I finally was able to get through they put me on hold 3 more times and repeatedly asked me if I had checked the box and styrofoam fir the legs… simply ridiculous. They finally gave me a ticket # and after waiting another 10 days got stuck on hold… spoke with someone who said no the 2 legs had not been shipped yet and asked me AGAIN if I had checked the styrofoam …OMG … next phone call was to QVC to tell them I was returning the Electric Fireplace and why I was returning it due to missing parts and told them that this company had absolutely awful customer service.

I bought a $150 TwinStar electric fireplace from Sam's Club. It lasted until the 90 day warranty was up, then went kaput. All Customer Service would do is tell me to vacuum around the fan and try to reset it. Sam's stopped carrying this brand. Going on the garbage heap. TwinStar is such junk, they'll probably change their company name to hide the fact that all they sell is cheaply made Chinese junk with no warranty or support. Lesson learned. Buy USA.

Twinstar is the most terrible credit union I’ve ever experienced in all my years with credit unions. Our Northwest Comm CU (which was great) has merged with Twinstar only to see service deteriorate greatly. Why?

If I could write zero stars, that would be the rating, not only is the product poorly constructed. The fireplace I Couldn't align the doors. My main problem now is that the heater and the blower is not working.I have been contacting customer service since January 10. I have even talked with supposedly manager/supervisor they assured me someone would get in contact with me and here. It is exactly 2 months later and still, no one has followed up. Horrible horrible horrible!!!!

none of the holes line up. have to cut the plastic pins to make the screw holes line up. in other words, the hutchs you sold us are just so much junk. haven't even opened the sideboard cabinet for assembly. Know that is will be a nightmare just as the other two pieces were. If I could give you people a negative review I would.

Item was shipped damaged then returned could not get an answer when it was gonna be re-delivered. Customer service sucks. Can’t understand a word they say.

The absolute worst customer service. I have been dealing with replacing my fireplace that I bought a Extra warranty for just in case it breaks and it did break after a little under a year. Do not buy Twin Star electric fireplace as they will break.

Garbage units, garbage warranties, atrocious customer service. 3 year old unit in peace of furniture smells like it's burning and gets e3 code. 6 days, no response to ticket, get cs (Jill) on chat to resolve...no solutions, buy a new one she says. Atrocious attitude and I'm truly shocked that a part that is sold in an expensive piece of furniture only has a 1 year warranty. Solution they offered was buy another insert...why are your products disposable, rather than dependable? Quite surprised by the lack of interest in resolving issues and standing behind products..initially spoke to Bob's furniture and they indicated Twinstar would replace part or unit...that's clearly the right thing to do but not Twinstar approach.

terrible customer service. Still attempting to get them to replace a faulty heater / blower unit for a fireplace we purchased from Menard's. I've called 5 times and get promises from them to contact be back but it doesn't happen. I asked to talk to a supervisor, but they told me they would personally reach back out to me with 24-48 hours...it still hasn't happened. This will be my last twinstar product I will ever buy.

Horrible product, even worse customer service.DO NOT BUY ANYTHING FROM THIS COMPANY.

Order not received - It’s been 5 weeks. Crickets on Twin Star customer service ticket opened - zero response on mult attempts to get answered.
Offshore customer service simply answers phone and takes tickets. Has zero company insights.
Company seems like an empty shell.

What an absolute joke. I don't think they can call themselves customer service. This company could care less. Another faceless organization.
I begged them to just tell me the name of the part that was missing so I could just buy it myself to try and avoid going through them.
Purchased a table 5 months ago, still can only use one drawer.

The WORST customer service. I called 4 weeks ago and did troubleshooting on my standing desk and they said they would send a new motor and it would take 3 weeks to arrive. It has not shipped and seems like they are just blowing smoke and do not stand behind their products. The WORST ever 1st call was July 6th, and the next call was July 24th, and still no shipment of the motor. Frustrating.

Furniture i received was damaged. Reported. Multiple times. They literally held on to my complaint and cancelled it after 1 year of purchase so it would be out of warranty. I would get bs email updates about no customer response when they never even tried to contact. Horrible shady company.

After waiting weeks for White Sideboard with Integrated Wine Cooler to ship, I had to cancel it and reorder. Eventually the item made it to the store. The item was picked up. After taking ALL the parts out, we noticed there was NO hardware. We tore the boxes up 5 times to make sure we didnt miss anything. Made a call to the company and they said that the people they get parts from do not have the parts and they are on back order. Why send something that can not be assembled? Complete waste of money. All customer service would say is to take it up with home depot.

I called Tech Support prior to purchasing a product to inquire about installation requirements.

1 month later I am still waiting for a reply even though they created a "ticket" which I can plainly see online and which I have commented on twice in the interim.

The company has convinced me that I should take my business elsewhere. If customer support is this poor BEFORE the sale, imagine what I could expect after I buy the product.

In a way, I guess customer support did me a HUGE favor.

They have an elaborate system for customer service that creates tickets and such and nobody bothers to reply when you go in to inquire about parts or service. Definitely avoid buying any products from this company. Complete BS.

This was my UNANSWERED email.
"We have a Twin Star Model 2811033FGL SN # AB-77033-U, Date code 15 09 14

The entire thing stopped working and we are looking for a replacement of the blower and bulb. Please advise"